JESSICA N. FEINGLAS
Rockwall
Summary
Customer-focused, claims-adjacent professional with 3+ years of experience investigating, documenting, and resolving complex cases in high-volume, metrics-driven environments. Proven ability to evaluate information, apply policy-driven guidelines, manage task-based queues, and deliver empathetic, deescalated customer support through inbound and outbound communication. Detail-oriented, accountable, and highly adaptable - with full case ownership from intake through resolution.
Overview
3
3
years of professional experience
Work History
Support Analyst
Signify Health
12.2023 - Current
- Investigate and resolve complex provider cases by reviewing documentation, determining root cause, and delivering appropriate resolutions.
- Apply policy-driven guidelines, compliance standards, and operational procedures to determine outcomes and next steps.
- Manage high-volume inbound and outbound calls, written correspondence, and electronic communications tailored to case-specific details.
- Maintain accurate, audit-ready documentation of investigations, decisions, communications, and resolutions.
- Demonstrate strong empathy and de-escalation skills when supporting providers through time-sensitive or high-stress situations.
- Manage task-driven queues in a fast-paced environment while meeting response time and resolution SLAs.
- Analyze trends, compile KPI reporting, and present insights to leadership.
- Collaborate cross-functionally with Operations, Product, and Client Success teams.
- Maintain full ownership of cases from intake through resolution.
- Diagnostic & Preventive Service (DPS)
Member Engagement Coordinator
Signify Health
11.2022 - 12.2023
- Placed 300-400 outbound calls per day using an automated dialer to schedule health evaluations.
- Followed CMS-approved scripts and responded professionally to rebuttals.
- Met productivity, quality, attendance, and appointment-setting goals.
- Adjusted, rescheduled, and canceled appointments as needed.
- Accurately documented member interactions in CRM systems.
- Reported complaints and participated in peer coaching.
- Maintained HIPAA compliance.
- Member Engagement Coordinator (MEC)
Education
High School Diploma -
Mesquite High School
College Coursework in Progress -
Eastfield Community College
Skills
- Policy & Compliance Adherence
- Customer Advocacy & De-escalation
- High-Volume Inbound & Outbound Calls
- Case Documentation & Recordkeeping
- Task-Driven Queue Management
- Analytical Decision-Making
- SLA & Performance Management
- Cross-Functional Collaboration
- Hybrid Work Environments
- Case management
Additional Information
Bilingual, Flexible schedule availability, Strong adaptability to new systems and processes
Timeline
Support Analyst
Signify Health
12.2023 - Current
Member Engagement Coordinator
Signify Health
11.2022 - 12.2023
High School Diploma -
Mesquite High School
College Coursework in Progress -
Eastfield Community College