Jessica Oliver
Jacksonville,FL
Summary
Knowledgeable and dedicated customer service professional with extensive focused experience in medical billing. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer 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
14
14
years of professional experience
Work History
Dental Provider Service Representative
Aetna, a CVS Health Company
2023.10 - Current
- Maintained productivity and quality standards at all times.
- Helped members and providers every day with positive attitude and focus on customer satisfaction.
- Operated in dynamic, high-volume environments to provide skilled assistance to more than 80 customers each day.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Proactively identified potential challenges or roadblocks, implementing solutions before issues could escalate further.
Corporate Contact Representative
Aetna, a CVS Health Company
2022.01 - 2023.10
- Managed approximately 80 inbound calls daily, maintaining composure under pressure while providing top-notch service to clients.
- Provided exceptional service by proactively addressing customers needs and concerns.
- Collaborated closely with other departments to ensure seamless support for customers throughout their journey with the company.
- Participated in regular professional development opportunities to enhance skills and stay current on industry trends.
- Enhanced team productivity by collaborating on projects and sharing best practices with colleagues.
BPO Posting Manager
Gottlieb
2015.03 - 2021.12
- Maximized performance by monitoring daily activities and mentoring team members.
- Onboarded new employees with training and new hire documentation.
- Cross-trained existing employees to maximize team agility and performance.
- Communicated clearly with employees and vendors to keep everyone on same page and working toward established business goals.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Managed large volumes of data efficiently and with great care on daily basis.
- Communicated effectively with others through active listening and dynamic interpersonal skills.
- Supported audits by providing detailed records of all posted payments and adjustments upon request.
- Assisted in the development of training materials for new Payment Poster hires, improving onboarding success rates.
- Contributed to the reduction of aged accounts receivable by prioritizing oldest outstanding balances for follow-up action.
- Maintained compliance with HIPAA regulations while handling sensitive patient information during payment posting tasks.
- Proactively identified potential underpayments from insurers and took appropriate actions to rectify discrepancies swiftly.
- Accurately posted payments and adjustments both electronically and manually.
- Managed a diverse team of workers, ensuring safety compliance and smooth communication among all members.
Medical Billing Poster
Gottlieb
2010.04 - 2015.03
- Precisely completed appropriate claims paperwork, documentation, system entry, and adeptly handled claim denials and/or appeals.
- Achieved high levels of accuracy in patient data entry by consistently cross-referencing information sources and seeking clarification as needed.
- Analyzed complex Explanation of Benefits forms to verify correct billing of insurance carriers.
- Posted payments and collections on regular basis.
- Adhered to established standards to safeguard patients health information.
Education
Some College (No Degree) - Liberal Arts And General Studies
Florida State College At Jacksonville
Jacksonville, FLUndergraduate Certificate - Illustration
Sessions College For Professional Design
Tempe, AZ05.2025
Skills
- Customer Support
- Account Management
- Problem-solving abilities
- Data Entry
- Critical Thinking, and Active Listening
- Computer Proficiency
- Remote Work Proficiency
- HIPAA Compliance
- Accurate data entry
- Insurance Verification
- High Volume Payment Processing and Posting
- Medical billing knowledge
- Accounts Receivable
- Friendly, Positive Attitude
- Attention to Detail
- Quality Assurance
Timeline
Dental Provider Service Representative
Aetna, a CVS Health Company
2023.10 - Current
Corporate Contact Representative
Aetna, a CVS Health Company
2022.01 - 2023.10
BPO Posting Manager
Gottlieb
2015.03 - 2021.12
Medical Billing Poster
Gottlieb
2010.04 - 2015.03
Some College (No Degree) - Liberal Arts And General Studies
Florida State College At Jacksonville
Undergraduate Certificate - Illustration
Sessions College For Professional Design
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