Jessica Thomson

• Document changes in claim statuses using specialized software systems.
• Collaborate with other departments to resolve billing disputes and address customer concerns quickly.
• Develop strategies to reduce the number of denied or delayed claims within the assigned portfolio.
• Provide clear explanations of benefits, eligibility requirements, and applicable laws when communicating with customers.
• Educate customers on their rights under state and federal regulations governing insurance policies.
• File appeals on behalf of customers when necessary after denial of a claim due to insufficient evidence.
• Adhere to strict guidelines pertaining to confidentiality while handling sensitive personal information.
• Trained in Facets - including running SAPI checks to verify registration with states.
• Handle customer inquiries regarding insurance policy coverage details and payment status updates.
• Learn the guidelines and contractual information between Medicaid and providers.

• Developed and implemented strategies to increase customer satisfaction and loyalty.
• Handled member calls: answered questions, updated information, assisted in finding providers, trained for and became adept with Macess
• Provided accurate, valid, and complete information to customers.
• Assisted customers in navigating through website features and functions to locate desired information or products.
• Ensured compliance with company policies regarding privacy laws and data protection regulations.
• Kept customer and system account information accurate and current to support timely resolutions for concerns.
• Learned to navigate and understand Medicaid coverages
• Honed communications skills necessary to handle a variety of callers, improved typing skills and note-taking

• Greeted and encouraged feedback from customers to implement in-store operational changes.
• Trained employees on additional job positions to maintain coverage of roles.
• Conducted inventory counts by assessing current state of inventory integrity against target accuracy levels and tracking variances.
• Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
• Evaluated store performance by receiving, analyzing and incorporating feedback from store inspections to implement action plans for improvements.
• Organized store and maintained high standards for cleanliness of parking lot, restroom and stockroom.
• Assisted with training and onboarding of sales associates in store operations.
• Completed daily sales reports and analyzed metrics to identify trends.

• Cleaned floors and surfaces by sweeping, mopping, dusting and polishing.
• Read and followed company, customer and safety rules, policies and procedures.
• Notified superiors of damaged fixtures, dispensers and furniture or building issues.
• Kept bathrooms in clean, functional condition by scrubbing stalls, cleaning toilets and tidying storage shelves.

Vacuumed carpeted areas and mopped solid surfaces with proper chemical solutions.

• Removed trash bags, broke down boxes and placed recyclable materials in designated disposal areas.
• Transported trash and hazardous waste to appropriate disposal area.
• Maintained safety protocols through safe handling of equipment and chemicals.