Summary
Overview
Work History
Education
Skills
Awards
Work Availability
Timeline
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Jessica Matthews

Jessica Matthews

Flat Rock,MI

Summary

My leadership philosophy revolves around genuine connection and wholehearted commitment to fostering a thriving work environment. With a deep passion for both individual and collective success, I take pride in moments we celebrate our accomplishments together. Notably, I have received accolades for Outstanding Leadership in Client Experience Operations, emphasizing my dedication to engagement and client satisfaction. Recognition with a CAVS coin for supporting colleagues underscores my commitment to a collaborative, supportive atmosphere. Throughout my career, I’ve prioritized connecting with individuals both within and beyond the organizations I’ve served. My greatest satisfaction comes from driving positive change, providing creative solutions and dedication to not only meeting, but exceeding expectations.

Overview

10
10
years of professional experience

Work History

Operations Manager

R1RCM
06.2022 - 06.2023
  • Established and enforced departmental policies and procedures in alignment with corporate guidelines to ensure regulatory compliance
  • Oversaw work allocation for a team of 50 associates, providing on the job support and constructive feedback to enhance performance
  • Evaluated Performance Management data to boost productivity and maintain quality standards, identifying trends for proactive upstream sharing to prevent future denials
  • Developed expertise in hospital accounts receivable scenarios and denial reasons across federal and commercial payor mix
  • Facilitated effective communication between onshore and offshore teams, ensuring timely updates and alignment on next steps
  • Managed multiple national client relationships, providing regular updates on metric trends, proposing process improvements and devising action plans for account resolution
  • Oversaw a portfolio of improvement projects, collaborating with various teams to identify and implement automation opportunities
  • Provided guidance and support for human resources related matters within the department.

Team Leader Client Experience/Director Client Experience

Rocket Mortgage/Quicken Loans
08.2013 - 05.2022
  • Promoted to leadership position in recognition of strong work ethic and exceptional client service leading to 3 nominations recognized by organization
  • Developed training and continued education plans for new hires
  • As a result of the training program, the organization witnessed a significant improvement in team morale and cohesion, leading to a 26% increase in quality and 40% increase in production in half the time
  • Designed and implemented a comprehensive training curriculum for team captains focused on cultivating leadership skills and creating a pipeline for future leadership roles
  • Identified and mentored high-potential individuals within the teams resulting in a 20% increase in internal promotions to leadership positions
  • Conferred with other supervisors to coordinate operations and activities within or between departments and created alignment on disciplinary action based on coaching opportunities
  • Fostered positive employee relationships through communication, training and developmental coaching leading to 100% team member engagement scores via Spark Surveys for living company ISMs, encouraging team members to live culture and having impactful one on ones
  • Defined metrics and measurements to drive operational efficiency and constructed a tiered compensation plan for team members creating a growth path within role and team member retention
  • Assessed, inspired and empowered team members to work to build relationships with vendors, to deliver exceptional client service and decreased reopen rate of email communication by 50%
  • Streamlined communication processes, leading to quicker issue identification and resolution
  • This enhancement led to a 60% improvement in response time, resulting in increased client satisfaction and improved overall team productivity
  • Due to a heightened focus on vendor collaboration and adherence to project timelines, consistently met appraisal report delivery deadlines, improving overall client satisfaction and closing rates.

Education

Associate of Science And Liberal Arts -

Schoolcraft College
Livonia, MI

Skills

  • Cross-functional Collaboration
  • Situational Awareness
  • Verbal and Written Communication
  • Performance Improvement
  • Client Support/ Customer Service
  • Upbeat and Positive Personality
  • People Management
  • Active Listening and Attention to Detail
  • Coaching and Mentoring
  • Issue Resolution
  • Call Center Operations
  • Complex Problem-Solving
  • Coaching and Mentoring
  • Issue Resolution
  • Call Center Operations
  • Complex Problem-Solving

Awards

Awarded Outstanding Leadership for Engagement for Client Experience Operations (Feb 2021) Awarded CAVS Coin (Nov 2021) Nominated for Best Performance in a Leading Role (Feb 2022)

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Operations Manager

R1RCM
06.2022 - 06.2023

Team Leader Client Experience/Director Client Experience

Rocket Mortgage/Quicken Loans
08.2013 - 05.2022

Associate of Science And Liberal Arts -

Schoolcraft College

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Jessica Matthews