Jessica Orsky
Avon Lake,Ohio
Summary
Personable Patient Service Representative with a strong ability to create customer facing value through interactions. Vision driven purpose with a strategic mindset to solve problems in both the short and long term for best customer outcome. Exceeds expectations with timely information and clear communication. Experienced in overseeing training and development. Team-oriented with strengths in time management and multitasking.
Overview
15
15
years of professional experience
Work History
Claims Administrative Support Specialist
Progressive
03.2024 - Current
- Supports the Commercial Lines adjusters by completing tasks through the IntelliRouter system. This includes mailing coverage letters and expediting drafts, in addition to making outbound calls to report claims
- Proactively makes calls to accurately report claims to claimants insurance companies, communicates details of claim to adjuster through Claimpro to ensure accuracy and the best customer experience
- Accurately completes special projects to include sending out policy documents for the state of Florida to ensure all necessary requirements are fulfilled in the timeline specified
- Responsible for scanning and uploading hard copy files to Claimpro system to ensure all files are maintained to satisfy all complice requirements
- Exceeds internal customer service standards by communicating with adjusters to ensure tasks they are requesting are completed properly to best support them and expedite external customer timeline
- Plans, prioritizes, and multitasks to execute daily goals in the most efficient manor to best support team and ensure the best experience for our customer
- Supporting our claims branch offices ensuring essential administrative functions run smoothly, interacting with customers and medical providers by phone or in person when applicable.
Patient Service Specialist
Cleveland Clinic
02.2023 - Current
- Performs patient registration, pre-visit, insurance verification, scheduling, arrival desk and/or departure desk activities ensuring an outstanding patient experience
- Professionally investigates, triages, and resolves patient issues, ensuring patient's visit is an outstanding experience
- Proactively assists patients to minimize patient issues
- Performs point of service activities: visit preparation, co-pay collection, patient tracking and record tracking ensuring accuracy and an outstanding patient experience
- Facilitates billing functions, accurately meeting compliance and organizational quality and productivity standards
- Demonstrates exceptional customer service in all situations ensuring safety, responsiveness and accuracy in a timely manner.
Instructional Paraprofessional
Avon Lake City Schools
09.2019 - 02.2023
- Provides support to the teacher to ensure a safe and stimulating educational environment
- Assists the teacher in planning and preparation for daily activities; aids instructional efforts of the teacher
- Assists special needs children 1:1 and in group settings as well as the teacher in preparing lesson outlines, plans, and curricula in assigned areas
- Plans, prepares, and develops various teaching aids for use in classroom, including activity sheets and handouts
- Presents subject matter to children, under the guidance of a teacher, utilizing a variety of learning methods
- Leads classroom activities and meets with students on their progress and development.
Customer Service Trainer
Parking Solutions/ Cleveland Clinic Main
05.2009 - 06.2012
- Lead Facilitator
- Independently facilitate four-day new hire orientation courses with a focus on training, company culture and standards resulting in work that includes measuring success post training for all main campus employees
- Define and implement in-class training curriculum for existing staff annually and measure success using key metrics
- Design, develop, update, and instruct course content and create new curriculum and assessments including success metrics to employees on the following topics: Joint Commission/ HIPPA Training, Safety Training, 21st Century Workforce Training
- Organize and deliver a monthly business review to the Director of Parking Services
- Offer and participate in monthly business reviews, track goals using the Cleveland Clinic Business Review Deck metrics based system
- Co-chair of the Employee Appreciation Dinner for three years
- Formed a six month training plan to implement twice a year and developed a monthly training calendar including completed monthly OSHA training and topics
- Manage a database to track all employees and training that has been completed to ensure consistency and compliance
- Lead an emergency management project and refresher cards in which to train the frontline staff on proper emergency procedures and protocols
- Participate in interviewing and on boarding of new staff monthly.
Education
Bachelor of Arts -
Ohio Northern University
Ada, OhioSkills
- Ability to stay calm under pressure
- Results oriented
- Ability to attain new concepts and processes rapidly
- Strong customer service background
- Excellent interpersonal skills
- Relationship building
- Detail Oriented
- Strong written and verbal skills
- Ability to multitask
Middleinitial
J
Timeline
Claims Administrative Support Specialist
Progressive
03.2024 - Current
Patient Service Specialist
Cleveland Clinic
02.2023 - Current
Instructional Paraprofessional
Avon Lake City Schools
09.2019 - 02.2023
Customer Service Trainer
Parking Solutions/ Cleveland Clinic Main
05.2009 - 06.2012
Bachelor of Arts -
Ohio Northern University