Jessica Willson
Dover
Summary
I am passionate about personal growth and development. I am hoping I can grow and utilize my skills within the company. I have proven ability to manage client relationships and coordinate project activities efficiently. Facilitated numerous successful client interactions, ensuring timely delivery of services and resolving issues promptly. Demonstrated expertise in communication and problem-solving to maintain high client satisfaction.
Overview
18
18
years of professional experience
Work History
Client Coordinator Supervisor
ExamWorks
09.2018 - 10.2023
- We offered Independent Medical Exams (IME) for liability, worker’s compensation, and auto cases.
- Manage daily tasks of the Addendum Department to ensure all client needs and services are completed on time with the highest level of quality and in the most effective and efficient manner possible.
- Distribution of work in order to achieve daily, weekly and/or monthly goals.
- Create, coordinate, and review all monthly client spreadsheets to ensure turnaround times (Discovery Deadline (DED), arbitration, trial) are met.
- Work closely with doctors to ensure the reports are completed in a timely manner.
- Training to all in department
- Maintains all systems and databases to ensure information is utilized and up to date at all times.
- Daily contacts with all departments regarding workflow and pending statuses
- Ensures all client relationships are maintained and all client specific requirements are met.
- Ensures department compliance of all policies
- Promotes effective and efficient use of clinical resources and makes necessary recommendations for improvements.
- Assists promptly in resolution of any physician and customer complaints or quality assurance issues.
- Provide back up to other departments as needed.
- Complete annual reviews of individuals within the department
- Monitor and provide feedback as needed. Communicate with Human Resources regarding all corrective actions
- Excellent verbal and writing skills
- Review and approve payroll bi-weekly
- Interviews for the department’s hiring and participation regarding separation needs with Human Resources
- Encourage positive moral and resolves issues when needed.
Clinical Quality Assurance Coordinator
ExamWorks
06.2017 - 09.2018
- Performs clinical quality assurance review on IME reports, correspondences, and addendum reports.
- All medical records reviewed to ensure everything is noted in the report.
- Ensures clear, concise, evidence- based rationales have been provided.
- Ensures that all client instructions and specifications have been followed and that all questions have been addressed.
- Ensures the content, format, and professional appearance of the reports are of the highest quality and in compliance with company standards.
- Ensures the provider credentials and signature are adhered to the final report.
- Identifies any inconsistencies within the report and stays in contact with the doctors to obtain clarification, modification or correction as needed.
- Assists in resolution of customer complaints and quality assurance issues.
- Work with multiple departments to ensure the highest quality report.
- Participate in various educational and or training activities.
Clerical Quality Assurance Coordinator
ExamWorks
01.2016 - 06.2017
- Responsible for obtaining all IME reports from doctors.
- Clerical review of report to ensure accuracy.
- Work with doctors when adjustments/clarifications are needed.
- Review with doctors for approval and signature.
- Distribution of all IME, clarification, and addendum reports along with invoice to clients.
- Dictation from doctors are also received and sent to transcription.
Supervisor
Wellpoint (Anthem Blue Cross Blue Shield)
01.2006 - 12.2015
- Promotions: Customer Care Advocate II (07); Customer Service Advocate III (09); Operation Expert (09).
- Managed 30 associates in inbound call center
- First line resource for work-flow and technical related processes
- Provides operational training.
- Assists associates by answering technical questions and taking escalated calls
- Research and resolution for complex cases.
- Reviews, interprets and maintains records of service level, quality, accuracy and productivity.
- Reviews department policy and procedure manuals for accuracy.
- Works with training department to ensure procedures and policies are accurate and complete.
Education
High school diploma - Business
Middletown High School
Middletown, NY06.2000
Skills
- Administrative Experience
- Leadership (10 years)
- Writing Skills
- Quality Assurance
- Research
- Employee Orientation
- Performance tracking
- Cross-functional teamwork
- Goal setting and achievement
- Teamwork and collaboration
- Problem-solving
- Multitasking
- Organizational skills
- Active listening
- Effective communication
Timeline
Client Coordinator Supervisor
ExamWorks
09.2018 - 10.2023
Clinical Quality Assurance Coordinator
ExamWorks
06.2017 - 09.2018
Clerical Quality Assurance Coordinator
ExamWorks
01.2016 - 06.2017
Supervisor
Wellpoint (Anthem Blue Cross Blue Shield)
01.2006 - 12.2015
High school diploma - Business
Middletown High School
Assessments
- Call center customer service — Proficient October 2023 Demonstrating customer service skills in a call center setting Full results: Proficient
- Administrative assistant/receptionist — Proficient November 2023 Using basic scheduling and organizational skills in an office setting Full results: Proficient
- Management & leadership skills: Impact & influence — Proficient March 2022 Choosing the most effective strategy to inspire and influence others to meet business objectives Full results: Proficient
- Attention to detail — Proficient October 2023 Identifying differences in materials, following instructions, and detecting details among distracting information Full results: Proficient
- Management & leadership skills: Planning & execution — Proficient October 2023 Planning and managing resources to accomplish organizational goals Full results: Proficient
- Customer service — Proficient July 2023 Identifying and resolving common customer issues Full results: Proficient
- Spreadsheets with Microsoft Excel — Proficient October 2023 Knowledge of various Microsoft Excel features, functions, and formulas Full results: Proficient
- Retail customer service — Proficient July 2023 Responding to customer situations in a retail setting Full results: Proficient
- Customer focus & orientation — Proficient October 2023 Responding to customer situations with sensitivity Full results: Proficient
- Work style: Conscientiousness — Proficient October 2023 Tendency to be well-organized, rule-abiding, and hard-working Full results: Proficient
- Sales skills — Proficient October 2023 Influencing and negotiating with customers Full results: Proficient
- Office manager — Proficient November 2023 Scheduling and budgeting Full results: Proficient