Summary
Overview
Work History
Education
Skills
Websites
References
References
Timeline
Generic

Kiondra Jacks

Nashville,TN

Summary

Healthcare and call center professional with extensive experience in employee direction and leadership. Proven track record in enhancing productivity, quality, and customer satisfaction while minimizing costs and turnover. Skilled in developing training programs and leading initiatives, with a strong foundation in Adult Learning Concepts. Recognized for strategic thinking and decision-making that promote a positive work environment.

Overview

21
21
years of professional experience

Work History

Peer to Peer Coordinator

HCA Healthcare
10.2023 - Current
  • Enhanced patient care coordination through collaboration with interdisciplinary teams.
  • Facilitated communication between healthcare providers and insurance directors to streamline processes.
  • Coordinated Peer to Peer scheduling and appointment management for multiple providers efficiently.

Senior Oncology Financial Counselor

Annexus Health
05.2022 - 09.2023
  • Educated patients on financial assistance programs and eligibility criteria.
  • Collaborated with internal teams to efficiently resolve complex billing issues.
  • Liaised among physicians, patients, and insurance carriers to ensure information accuracy.

Oncology Patient Care Coordinator

Logan Health
Kalispell, MT
12.2018 - 10.2021
  • Collaborated with multidisciplinary teams to develop patient care plans.
  • Maintained patient confidentiality in strict compliance with regulations.
  • Coordinated patient care services with medical team to ensure timely, high-quality delivery.
  • Participated in weekly case conferences to discuss each assigned patient's progress.

Financial Literacy Specialists

CAPNW
Kalispell, MT
11.2016 - 11.2018
  • Developed engaging literacy curriculum tailored to diverse student needs.
  • Facilitated staff workshops on best practices for financial literacy.
  • Promoted family engagement in financial literacy activities within community.

Service Delivery Supervisor

TeleTech
Kalispell, MT
01.2015 - 06.2016
  • Coordinated team schedules and resource allocation to optimize service delivery.
  • Monitored performance metrics, identifying improvement areas in service quality.
  • Facilitated inter-department communication, enhancing workflow efficiency.
  • Supervised daily operations, ensuring compliance with company standards.

Lead Training Specialist

NFS
Kalispell, MT
05.2014 - 11.2014
  • Collaborated with management to identify and address cross-departmental training needs.
  • Facilitated workshops using interactive learning techniques to enhance participant engagement.
  • Developed comprehensive training plans, e-learning content, and supporting materials for each course.
  • Conducted thorough needs assessments to determine precise training requirements and goals.

Business Process Manager

Coldwater Creek
Sandpoint, ID
09.2012 - 02.2014
  • Spearheaded process improvement initiatives that enhanced operational efficiency and quality.
  • Collaborated with cross-functional teams to streamline workflows and eliminate bottlenecks.
  • Monitored compliance with company policies and industry regulations throughout operations.

Member Services Manager

First Choice Health
Spokane, WA
06.2008 - 07.2012
  • Monitored team performance to uphold quality customer service standards.
  • Managed resolution of complex customer issues, escalating unresolved matters when necessary.
  • Facilitated recruitment, selection, onboarding, and training of new member services staff.
  • Delivered ongoing coaching and feedback to enhance team members' job performance.

Sales/CS Training Supervisor

Premera Blue Cross
Spokane, WA
01.2007 - 06.2008
  • Facilitated workshops to enhance employee skills and knowledge retention.
  • Mentored junior trainers to ensure consistent program delivery and quality standards.
  • Collaborated with management to align training initiatives with organizational objectives.
  • Identified areas for additional training and communicated findings to management.

Operations Trainer

West Corporation
Spokane, WA
07.2004 - 01.2007
  • Conducted onboarding sessions for new employees across multiple departments.
  • Facilitated skills assessments to pinpoint training needs and growth opportunities.
  • Coordinated workshops designed to enhance team collaboration and communication skills.
  • Provided ongoing support through hands-on training and coaching initiatives.

Education

Bachelor of Science - Communication

Lincoln College
Lincoln, Illinois, IL
05-1997

Skills

  • Leadership in operations
  • Adult learning principles application
  • Performance coaching and management
  • Training and development facilitation
  • Scheduling and budgeting skills
  • KPI management expertise
  • Call center supervision experience
  • Facilitation skills in training sessions
  • Employee relations management
  • Communication specialization
  • EMR systems expertise
  • Oncology knowledge
  • Insurance website navigation
  • Microsoft Excel and Access
  • Microsoft Teams collaboration
  • AssistPoint utilization
  • Facets management
  • Salesforce administration
  • SharePoint coordination
  • Workday operations
  • ADP and Kronos systems
  • Healthcare billing and insurance SME knowledge

References

Available Upon Request

References

References available upon request.

Timeline

Peer to Peer Coordinator

HCA Healthcare
10.2023 - Current

Senior Oncology Financial Counselor

Annexus Health
05.2022 - 09.2023

Oncology Patient Care Coordinator

Logan Health
12.2018 - 10.2021

Financial Literacy Specialists

CAPNW
11.2016 - 11.2018

Service Delivery Supervisor

TeleTech
01.2015 - 06.2016

Lead Training Specialist

NFS
05.2014 - 11.2014

Business Process Manager

Coldwater Creek
09.2012 - 02.2014

Member Services Manager

First Choice Health
06.2008 - 07.2012

Sales/CS Training Supervisor

Premera Blue Cross
01.2007 - 06.2008

Operations Trainer

West Corporation
07.2004 - 01.2007

Bachelor of Science - Communication

Lincoln College

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