Summary
Overview
Work History
Education
Skills
Certification
Timeline
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JESSICA OTIS

Summary

Dedicated and compassionate professional with over 10 years of combined experience in healthcare support and customer service. Skilled Certified Medical Assistant with a strong background in patient care, patient education, and clinical procedures. Also brings proven expertise in high-volume call center environments, handling escalations, scheduling, insurance verification, and providing exceptional service with empathy and efficiency. Adept at multitasking, problem-solving, and maintaining professionalism in fast-paced settings. Committed to delivering high-quality care and support while ensuring patient and customer satisfaction.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Medical Assistant (CONTRACT)

Texas Oncology
06.2025 - Current
  • Performed medical records management, including filing, organizing and scanning documents.
  • Supported patient well-being, providing empathetic care and addressing concerns with sensitivity.
  • Assisted with billing and coding processes, ensuring accurate insurance claims and patient invoicing.
  • Reduced scheduling conflicts and ensured timely execution of tasks through proactive rescheduling and resource allocation adjustments.

Certified Medical Assistant

Northeast Pediatrics Associates
05.2023 - 06.2025
  • Performed patient intake, including gathering detailed medical histories and vital signs.
  • Entered medical data into patient records, maintaining accuracy.
  • Perform lab testing and specimen collection as a Lab Technician
  • Administered vaccinations following pediatric protocols
  • Supported physicians in examinations, procedures, and diagnostic tests.

Escalations Specialist

Wells Fargo
01.2020 - 02.2022
  • Coordinated with other departments to gather necessary information and resources for the successful resolution of escalated cases.
  • Developed customized action plans for each escalated case, ensuring tailored solutions that addressed clients'' unique needs.
  • Safeguarded customer data privacy through strict adherence to company protocols when working with sensitive information.
  • Improved customer satisfaction ratings by providing prompt, empathetic support to clients facing issues.

Fraud Prevention Representative

Kohls
02.2018 - 01.2020
  • Analyzed transaction patterns to identify potential fraudulent activities and minimize risks.
  • Collaborated with cross-functional teams to enhance fraud detection processes and improve response times.
  • Monitored customer accounts for suspicious behavior, ensuring prompt escalation of high-risk cases.
  • Developed training materials for new hires, focusing on fraud prevention techniques and best practices.

Collections Representative

Alliance Data
04.2016 - 01.2018
  • Managed collection accounts, ensuring timely communication with clients regarding outstanding balances.
  • Negotiated payment arrangements to facilitate debt repayment while maintaining positive customer relationships.
  • Implemented best practices for collections processes, enhancing team efficiency and reducing delinquency rates.
  • Processed payments and contracts on accounts.

Education

Texas Southern University
Houston, TX

Diploma -

East Central HS
San Antonio, TX

Diploma - Certified Medical Assistant

Southern Careers Institute
San Antonio
05.2023

Skills

  • HIPAA regulations knowledge

  • Insurance verification

  • Appointment scheduling

  • EHR management

  • Customer service

  • Active listening

  • Customer relationship management (CRM)

  • Technical support

  • Strong interpersonal skills

Certification

  • Certified Medical Assistant (Active)
  • Basic Life Support (Active)

Timeline

Medical Assistant (CONTRACT)

Texas Oncology
06.2025 - Current

Certified Medical Assistant

Northeast Pediatrics Associates
05.2023 - 06.2025

Escalations Specialist

Wells Fargo
01.2020 - 02.2022

Fraud Prevention Representative

Kohls
02.2018 - 01.2020

Collections Representative

Alliance Data
04.2016 - 01.2018

Texas Southern University

Diploma -

East Central HS

Diploma - Certified Medical Assistant

Southern Careers Institute

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