Jessica Taylor

• Greets and welcomes patients and families during check-in and arrival for positive visit experience.
• Facilitated positive check-in experience by warmly welcoming patients and families. begins with warm greetings for patients and families.
• Explains visit flow and offers reassurance about anxiety or day-of logistics.
• Delivers information and reassurance to ease visit anxiety and clarify daily logistics.
• Anticipated patient and guest needs, proactively offering comfort options and assistance with directions, contact information, and transportation requests.
• Identifies patient and guest needs early, offers comfort choices, and responds to requests for directions, phone numbers, personal services, transportation, and more.
• Verifies pre-registration details are complete at check-in.
• Complete pre-registration records are confirmed at check-in.
• Monitored Care Connect updates and promptly informed patients of care team delays to enhance visit experience.
• Monitors Care Connect status, alerts patient when care team is delayed, and assists care team as needed.
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• Patient care flow stays on track through Care Connect monitoring, delay notification, and support to care team.
• Facilitated clear communication with care team members and departments to ensure seamless patient care.
• Partners with care team members and departments to support patient care flow.
• Manages interpreter needs, visit wait coordination, copay collection, and patient privacy during check-in.
• Coordinates interpreter services, visit wait times, copay collection, and privacy protection during check-in.
• Supports patients and guests with technology access and device use when needed.
• Supports access to appropriate technology and guides patients and guests in device use when needed.
• Adapts service approach to align with guest service standards and individual needs.
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• Customizes interaction and service to meet guest service standards.
• Ensured smooth transition to waiting area after completing intake process. Followed completion of intake work.
• Coordinates escort to appropriate waiting area once intake work is complete.
• Guest service standards are met through personalized interaction and service delivery.
• Visit anxiety and day-of logistics are addressed through clear information and reassurance.
• Interpreter needs, wait coordination, copay collection, and privacy protection are managed throughout check-in.
• Comfort, directions, phone numbers, personal services, transportation, and other requests are handled proactively for patients and guests.
• Interpreter needs, wait coordination, copay collection, and privacy protection are managed throughout check-in.
• Comfort, directions, phone numbers, personal services, transportation, and other requests are handled proactively for patients and guests.

• Handled inbound calls for Voya Financial retirement and insurance account support.
• Handled over 70 inbound calls, addressing customer needs, educating on products, and managing multiple tasks to ensure satisfaction and uphold quality standards.
• Increased customer satisfaction by resolving issues with knowledgeable and friendly service.
• Verified client information using company systems and compliance procedures.
• Updated account records and documented service notes in CRM platforms.
• Explained Voya Financial forms, transactions, and claim requirements to callers.
• Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
• Answered customer inquiries and provided accurate information regarding products and services.
• Supported customer retention through clear communication and professional follow-up.
• Escalated complex service issues to specialized teams for review.

Built strong customer relationships through personalized assistance and dedicated support.

Demonstrated empathy and politeness while assisting clients with claims and medical processes.

Designed and implemented team surveys to gather feedback from internal staff and departments.

Supported the monitoring of customer satisfaction levels related to organizational services and offerings.

Health Solutions Coordinator (Pilot Program)

Piloted health solutions coordinators (HSCs) in designated areas and identified opportunities for problem solving and process improvements.

• Championed the initiative by building relationships, strengthening inclusion to dismantle barriers for customers who have a different gender identifier than what is listed on claims and medical documentation.