Jessica Medic
Bayville,NJ
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the service sector and medical industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain members satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
22
22
years of professional experience
Work History
Customer Service Advocate
OptumRx
10.2021 - Current
- Helped large volume of members every day with positive attitude and focus on customer satisfaction.
- Promoted superior experience by addressing member concerns, demonstrating empathy, and resolving problems swiftly.
- Completed opening and closing functions to meet operational needs.
- Offered Area of expertise knowledge to assist team members in offering each member top-notch support.
- Learned and maintained in-depth understanding of plan and service information to offer knowledgeable and educated responses to diverse member questions.
- Clarified member issues and determined root cause of problems to resolve inquiries or service complaints.
- Actively listened to members handled concerns quickly and escalated major issues to supervisor.
- Offered advice and assistance to members paying attention to special needs or wants.
- Participated in team meetings and training sessions to stay informed about company updates and changes.
- Handled member inquiries and suggestions courteously and professionally.
- Updated account information to maintain member records.
- Assisted as SME in group chats as well as new hire classes
- Completed RPH training with above average scores
- Collaborated in group projects in creating material for segment as well as worked on individual projects creating material for segment and group.
- Maintain metrics to ensure company standards are met.
- Processed customer service orders promptly to increase customer satisfaction
Medical Assistant and Receptionist
Premier Care Associates
04.2012 - 06.2017
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations
- Sanitized, restocked and organized exam rooms and medical medical equipment
- Obtained client medical history, medication information, symptoms, and allergies
- Performed medical records management, including filing, organizing and scanning documents
- Collected and documented patient medical information such as blood pressure and weight
- Called and faxed pharmacies to submit prescriptions and refills
- Documented vital signs and health history for patients in clinic and hospital environments
- Scheduled appointments, registered patients, and distributed sample pharmaceuticals as prescribed
- Assisted with routine checks and diagnostic testing by collecting and processing specimens
- Assisted physicians with minor surgeries, including preparing operating room and sterilizing instruments
- Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted
- Completed clinical procedures and gathered patient data for interpretation by physician
- Taught patients about medications, procedures, and care plan instructions
- Collaborated with medical and administrative personnel to maintain patient-focused, engaging and compassionate environment
- Verified patient insurance coverage and collected required co-payments
- Obtained and documented patient medical history, vital signs and current complaints at intake
- Answered telephone calls to offer office information, answer questions, and direct calls to staff
- Completed EKGs, blood work and other tests based on patient presentation in office
- Prepared lab specimens for diagnostic evaluation
- Explained procedures to patients to reduce anxieties and increase patient cooperation
- Oriented and trained new staff on proper procedures and policies
- Updated inventory, expiration and vaccine logs to maintain current tracking documentation
- Helped improve patient outcomes by educating and advising on relevant treatments and care
- Supported duties for diagnostic and technical treatment procedures, such as setting up and operating special medical equipment and apparatus
- Collected pertinent data and calculations to aid physician in interpreting results
- Implemented care and efficiency improvements to support and enhance office operations
- Liaised with patients and addressed inquiries, appointment requests and billing questions
- Conducted monthly and quarterly inventory of supplies using facility cost reporting records
ADMINISTRATIVE ASSISTANT
JNB Contractors, LLC
01.2002 - 06.2009
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors
- Executed record filing system to improve document organization and management
- Scheduled office meetings and client appointments for staff teams
- Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient
- Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data
- Coordinated and scheduled meetings and conference calls to optimize scheduling of senior staff
- Assisted development and implementation of new administrative procedures
- Sorted and distributed office mail and recorded incoming shipments for corporate records
- Developed strategies to streamline and improve office procedures
- Processed customer orders accurately and within agreed time frames to meet service standards
- Drafted correspondence and other documents for CEO and department heads in company's voice
- Managed filing system, entered data and completed other clerical tasks
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes
- Assisted coworkers and staff members with special tasks on daily basis
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy
- Completed forms, reports, logs and records to quickly handle all documentation for human resources
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions
- Continually sought methods for improving daily operations, communications with clients, record keeping and data entry for increased efficiency
- Established administrative work procedures to track staff's daily tasks
- Volunteered to help with special projects of varying degrees of complexity
- Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service
- Liaised between clients and vendors and maintained effective lines of communication
- Opened and properly distributed incoming mail to promote quicker response to client inquiries
- Supported company leaders by managing budgets, scheduling appointments and organizing itinerary
- Organized logistics and materials for each meeting and took detailed notes for later dissemination to key stakeholders
- Transcribed and organized information to assist in preparing speeches and presentations
Education
Medical Assistant Program -
HoHoKUS-RETS School of Business, Medical and Technical Sciences
04.2010
Skills
- Qualifications and Skills:
- Clinical Knowledge: Sterilization Techniques, Autoclave, Urinalysis, Glucometer, Injections, Venipuncture
- Medical Lab, Phlebotomy, and Patient Relations
- Word, Excel, Lotus Notes, Medisoft, Outlook, Client Account Inquiry,Microsoft Excel Microsoft Word and Microsoft Powerpoint
- Complaint Resolution
- Delivery Scheduling
- Medical Terminology Knowledge
- Prioritization
- Problem-Solving Ability
- Customer Service
- Order Fulfillment
- Conflict Mediation
- Professional Telephone Demeanor
- Managing Multiple Tasks
- Member Support
- Documentation
- Professional telephone demeanor
- Complaint resolution
- Medical terminology knowledge
- Training development aptitude
- Service standard compliance
Accomplishments
- Certifications: OSHA, HIPAA and CPR with AED
SME Training
Assisted fellow advocates in chat to ensure level of service is met. Dedicated SME when needed in coaching and new hire classes
Additional Information
Always available to assist on group and individual projects. Currently working on group projects in my segment with projects to help drive CSA to bring in donations to help local schools . Completed Rph class and training with above average class scores.
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Advocate
OptumRx
10.2021 - Current
Medical Assistant and Receptionist
Premier Care Associates
04.2012 - 06.2017
ADMINISTRATIVE ASSISTANT
JNB Contractors, LLC
01.2002 - 06.2009
Medical Assistant Program -
HoHoKUS-RETS School of Business, Medical and Technical Sciences