Jessica Odom
DeSoto
Summary
Driven, resilient professional with 20 years of experience in the healthcare industry, across various roles spanning Clinical Documentation Improvement, health information, customer service, and quality assurance. Demonstrated ability to collaborate across departments, with expertise in managing filing systems, verifying insurance, processing claims, and interfacing directly with customers. Committed team member with a track record of leading process improvement while meeting the demands in high-volume, fast-paced environments. Thrives in all work settings, including hybrid, in-office, and fully remote models. Resourceful coordinator possessing outstanding prioritization, multitasking, and planning abilities to juggle responsibilities. Systematic and methodical professional offering several years of hands-on experience handling various administrative duties and tasks in an office setting.
Overview
23
23
years of professional experience
Work History
Customer Contact Assistant
Army Air Force Exchange Service, AAFES
Dallas
09.2025 - 01.2026
- Resolved customer inquiries via phone and online, ensuring satisfaction through effective communication.
- Processed orders and returns, managing transactions with cash registers and various payment methods.
- Promoted Military Star card and other corporate programs to enhance customer engagement.
- Assisted customers with special orders, price adjustments, and uniform requirements as needed.
- Conducted inventory support by stocking shelves and verifying prices for accuracy.
- Followed security protocols to prevent loss, reporting any potential fraud or waste efficiently.
Clinical Documentation Improvement Coordinator
Signify Health
Dallas
09.2013 - 11.2023
- Review patient assessments to identify principal and secondary diagnoses in order to accurately reflect the member's hospital course, utilizing ICD-10-CM.
- Process approximately 2,000 assessments monthly, successfully meeting a weekly quota of over 550 while exceeding timeline expectations of less than three days.
- Ensure that medications and treatments correspond appropriately, communicating directly with physicians to inquire about any discrepancies.
- Continuously pursue professional development to improve skill sets regarding ICD-10-CM and other duties, and obtained Risk Management Certification.
- Analyze data from multiple sources: billing coders, internal departments, and referral services, to find trends and identify opportunities for improving CDI.
- Reduce labor hours needed within the coding department by performing preliminary reviews and corrections according to coding and CDI guidelines.
- Received a promotion during the company's growth phase after passing the probationary period and demonstrating the ability to set and achieve personal goals.
- Supported the team in developing operational procedures and best practices.
Quality Assurance Specialist
Censeo Health
Dallas
09.2013 - 07.2014
- Maintained complete and accurate records of all Quality Assurance and Quality Improvement Activities (QA/QI).
- Transitioned the company from using hard copy medical records to digital filing systems, and assisted with audits after Medicare regulatory changes.
- Audited charts and reviewed documents for completeness and accuracy; organized files by provider, and scanned digital documents into a database.
- Cross-referenced doctors' notes with billing records to identify and address discrepancies, ensuring all treatments were correctly recorded and billed.
- Supported management in completing special projects as directed.
- Conducted thorough reviews of healthcare documentation for accuracy and compliance.
- Collaborated with cross-functional teams to identify and resolve quality issues.
Customer Service Representative
Humana
Irving
11.2010 - 06.2011
- Performed outbound calls to Humana members who had recently become eligible for Medicare, providing client information about new qualifications
- Responded to inquiries regarding medications, specifically pricing under Medicare and information about how to get new medications approved
- Reviewed 'donut hole' coverage timelines to ensure that eligible members were aware of 100% co-pay responsibility exceptions
- Conducted preliminary health questionnaires about current diagnoses and treatments to establish eligibility for additional wellness programs; connected members with relevant departments for more information
Externship Through Med Vance Institute (40-hour Requirement)
Arlington Minor Emergency
Arlington
08.2010 - 09.2010
- Checked patients in and out for medical appointments, responded to incoming phone calls, and performed other front desk duties as necessary
- Processed claims after verifying insurance coverage to confirm patients' treatment eligibility
- Scanned, labeled, and organized physical records into an electronic database to be manipulated and forwarded to appropriate destinations
Day Staff
Brookwood Group Home
Southlake
03.2006 - 09.2006
- Monitored daily living activity of 6 Mental Health & Mental Retardation patients, including some individuals suffering from traumatic brain injury
- Administer medications to clients as needed
- Planned and organized daily activities and provided transportation
- Supervised patients' participation in daily chores and extracurricular activities
Day Staff
Dallas Metro Care
Dallas
10.2004 - 10.2005
- Supported the daily activities of 22 youth participants ages 3 to 8, including those with ED, ADHD, Bipolar, and other mental health/behavioral disorders
- Provided transportation between clinic, patient residences, and schools
- Facilitated a daily regimen of learning exercises and redirected patients in order to develop strong coping skills and social-emotional behaviors
- Purchased groceries and prepared meals to support healthy eating habits
- Maintained charts to document daily activities
Customer Service Representative
Medco Dallas
Dallas
02.2003 - 07.2004
- Responded to incoming calls to inform customers of the new Medicare D program, successfully signing up members
- Assisted customers with inquiries and resolved issues through multiple communication channels.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Education
Bachelor of Science - Health Information Management
Western Governors University
02.2025
Medical Coding Specialist Diploma -
Med Vance institute
Grand Prairie, TXSkills
- Medical coding expertise
- Data entry proficiency
- Workflow management
- Microsoft Office suite
- Risk assessment
- Billing and ICD-10
- Medical records oversight
- Customer service excellence
- Healthcare industry knowledge
- Medical terminology fluency
- Process enhancement
- Physician relations
- Quality assurance standards
- Insurance verification skills
- Health information systems
- Effective communication skills
- Team collaboration abilities
- Verbal and written communication skills
- Problem-solving capabilities
- Healthcare compliance knowledge
- Report preparation skills
- Records maintenance expertise
- Documentation management skills
- Schedule coordination abilities
- Multitasking proficiency
- Clinical documentation expertise
- Accounting
AHIMA
- ID: 05070903 Membership Renew Date: 3/15/2026
Timeline
Customer Contact Assistant
Army Air Force Exchange Service, AAFES
09.2025 - 01.2026
Clinical Documentation Improvement Coordinator
Signify Health
09.2013 - 11.2023
Quality Assurance Specialist
Censeo Health
09.2013 - 07.2014
Customer Service Representative
Humana
11.2010 - 06.2011
Externship Through Med Vance Institute (40-hour Requirement)
Arlington Minor Emergency
08.2010 - 09.2010
Day Staff
Brookwood Group Home
03.2006 - 09.2006
Day Staff
Dallas Metro Care
10.2004 - 10.2005
Customer Service Representative
Medco Dallas
02.2003 - 07.2004
Bachelor of Science - Health Information Management
Western Governors University
Medical Coding Specialist Diploma -
Med Vance institute