Jessica Mercado
Overview
12
12
years of professional experience
Work History
Collections Specialist
JPMorgan Chase
12.2022 - Current
- Significantly reduced delinquency rates by implementing effective collection strategies and maintaining consistent follow-up procedures.
- Prevented impending loss and increased profitability by enforcing scheduled collection campaigns, consistently exceeding targeted recovery rate.
- Improved customer payment compliance through negotiating mutually agreeable repayment plans.
- Streamlined the collections process by creating and maintaining detailed records of customer account statuses and communications.
- Enhanced department productivity with ongoing training and development programs for collections staff members.
- Supported company revenue growth by recovering outstanding debt through diligent monitoring and timely action on delinquent accounts.
- Optimized account prioritization by analyzing customer data, enabling more targeted and effective collection efforts.
Patient Service Rep, Lead
Advocate Aurora Health
05.2018 - Current
- Manage responsibilities and optimize efficient workflows to increase accuracy and reduce check-in times by 32% to accommodate 150 daily patients
- Delegate tasks in a high-volume atmosphere within patient outreach, increasing productivity rates by 108%
- Boost patient retention by collaborating with clinical staff to treat patients effectively and efficiently with the best patient care experience
- Increase financial revenue by 87% in current and past-due cash collections from $6,440 to $12,045 in one year by improvising payment plans
- Close client healthcare gaps by 63% scheduling transitional care appointments amongst three Advocate facilities.
Financial Counselor II
Orlando Health
06.2012 - 04.2018
- Exceeded monthly cash collection goals by being top cash collector for 6 consecutive years increasing department revenue by 40% annually
- Achieving optimal levels of professional performance by improving departmental goals increasing patient satisfaction scores by 35% quarterly
- Exemplifying leadership qualities by implementing forward thinking suggestions to managers, improving departmental morale, workflows, and cash flow revenue opportunities
- Consulting self-pay delivery package payment options varying from $20k to $60k cash up front with prospecting international patients
- Maintain professional integrity when handling emotionally charged situations encouraging open communication between clinical staff, peers, and any incoming new or returning patients enhancing the patient experience.
Education
Bachelor of Science in Business Administration -
University of Central Florida
Associates Degree, Accounting -
Keiser University
Skills
- Bilingual (English/Spanish)
- Ability to incorporate client feedback to suggest innovative process improvements and workflows
- Demonstrated teamwork, self-reliance, and resourcefulness in developing relationships that gain management trust, peer support, and client respect
- Proficient in MS Office 365 and Office Suite including Word, Excel, PowerPoint, Access, and Outlook
- Experienced with utilizing integral systems such as Workday, Tableau, Experian, Epic, IDX, and Tapestry
- Proven ability to undertake multiple projects and deadlines with stellar organization and time-management skills
- Creative, collaborative, and adaptable to rapidly-changing priorities with a positive attitude and strong work ethic
- Aptitude for learning new industries and business models, including analyzing data for areas of improvement and drawing conclusions
Organization Certifications
- Google Data Analytics Professional Certification (Completion: November 2022)
- UCF Society of Human Resources Management (2017-2018)
Timeline
Collections Specialist
JPMorgan Chase
12.2022 - Current
Patient Service Rep, Lead
Advocate Aurora Health
05.2018 - Current
Financial Counselor II
Orlando Health
06.2012 - 04.2018
Bachelor of Science in Business Administration -
University of Central Florida
Associates Degree, Accounting -
Keiser University