JESSICA PLOUCK
Pemberville,OH
Summary
Compassionate healthcare professional known for high productivity and efficient task completion. Specialized in conflict resolution, patient advocacy, and health information privacy practices. Exhibits exceptional communication, empathy, and problem-solving skills to enhance patient satisfaction and support healthcare objectives.
Overview
16
16
years of professional experience
Work History
Retention Specialist
ExactCare Pharmacy
09.2024 - Current
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
- Built constructive customer relationships to improve loyalty and recommendations.
- Conducted regular account reviews, addressing concerns and presenting solutions to retain customers.
Patient Access Registrar
Ensemble Health Partners
04.2024 - 07.2024
- Maintaining up-to-date knowledge of patient therapies, prior approval, reimbursement processes, and healthcare plans to enhance patient care and operational efficiency
- Ensured superior patient satisfaction by empowering them to take charge of their healthcare journey
- Handled sensitive information and personal data with utmost discretion, ensuring the confidentiality of prescriptions, personal details, birth dates, financial records, and insurance information.
- Guiding patients through various process steps of their healthcare journey involves providing support and assistance at each stage to ensure a smooth and positive experience
- Maintained detailed logs and accurately documented the disposition of incoming and outgoing calls to ensure regulatory compliance, quality assurance, and customer service.
Medical Assistant
NW Ohio Orthopedics & Sports Medicine
08.2016 - 04.2024
- Trained employees and performed various clerical and administrative functions.
- Answered and directed inbound telephones calls, greeted visitors, and accepted payments
- Called in prescriptions, filed insurance claims, updated demographic information, and verified insurance coverage
- Interviewed patients to complete documents, case histories, and intake and insurance forms
- Scheduled and confirmed appointments, medical consultations, operated office equipment; prepared reports, invoices, financial statements, letters, case histories
Medical Secretary
Mercy Health Pediatrics
04.2009 - 09.2016
- Served as the initial point of contact, greeted patients, and maintained a warm and welcoming atmosphere
- Answered inbound phone calls, scheduled appointments, gathered necessary documents, and collected payments
- Processed prescription refills by calling in prescriptions and filing insurance claims
- Entered patient demographic information into the computer and verified insurance coverage
- Ensured strict adherence to security and confidentiality guidelines as outlined in HIPAA
Education
Certified Pharmacist Technician - CPhT
Stepful
RemoteDiploma - Medical Billing and Coding
Ultimate Medical Academy
11-2023
Associate of Arts - Business Administration
SNHU
11-2021
Associate of Applied Science - Applied Science
Brown Mackie
05-2009
Skills
- Managed Care
- Workers Compensation
- Insurance Verification
- Insurance Claim Processing
- Front Office Operations
- Medical Office Procedures
- Scheduling
- Electronic Medical Records (EMR)
- HIPAA Compliance
- Co-Pay
- Deductibles
- Co-Insurance
- EOBs
- Revenue Cycle Management
- Posting Payments
- Problem-solving skills
- Workflow optimization
Timeline
Retention Specialist
ExactCare Pharmacy
09.2024 - Current
Patient Access Registrar
Ensemble Health Partners
04.2024 - 07.2024
Medical Assistant
NW Ohio Orthopedics & Sports Medicine
08.2016 - 04.2024
Medical Secretary
Mercy Health Pediatrics
04.2009 - 09.2016
Diploma - Medical Billing and Coding
Ultimate Medical Academy
Associate of Arts - Business Administration
SNHU
Associate of Applied Science - Applied Science
Brown Mackie
Certified Pharmacist Technician - CPhT
Stepful
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