Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Tracy Jackson

Houston,TX

Summary

Patient Services Coordinator with exceptional communication skills offering patient-centric approach to comprehensive administrative support in healthcare clinics and facilities. Demonstrated to deliver outstanding customer service and leverage technology to manage patient scheduling and registration processes to facilitate patient care. Skilled in fostering positive patient experiences while maintaining cost-efficiency and compliance. Responsible and energetic administrative professional offering 25 years of experience in customer service office environments. Proficient multi-tasker with ability to manage 5 -line phone system, records maintenance and high-volume business inquiries. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

20
20
years of professional experience
1
1
Certification

Work History

ES Clerk II

Texas Health and Human Services
08.2024 - Current

Attends work on a regular and predictable schedule in accordance with agency leave policy and performs other duties as assigned.

Opens, dates, sorts, or distributes mail (for example, incoming/outgoing mail, reports, documents, printouts).

Prepares and proofreads correspondence, forms, and other documents, such as letters, memos, travel or purchase vouchers, using a computer and software.

Communicates on a basic level with others (internally or externally) to provide, exchange, or verify information, answer inquiries, address issues, or resolve problems or complaints.

Maintains records, files, or logs (for example, administrative, personnel, contract, correspondence, forms, documents, purchasing, case files, tracking logs, files/documents on diskette) including filing, retrieving, or purging.

Batches forms prior to data entry. Assembles materials into packets. Screens, codes or corrects, and data enters documents.

Must be able to work occasional overtime, as required by management, outside of normal hours of operation, which may include weekends when called upon.

Must be able to work in a highly stressful and fast-paced environment, under constant pressure to meet required deadlines.

Patient Services Coordinator

MD Anderson Cancer Hospital
04.2005 - 04.2024
  • Responsible for patient care while admitted in hospital
  • Schedule appointment for future visits
  • Assist in creating and maintaining a safe environment for patients
  • Coordinate all Physician orders for patients
  • Approve all updates relevant to patient information and care while admitted to the hospital
  • Enter all technical charges as needed
  • Reconcile cash payments as needed
  • Handle billing and coding
  • Help introduced and trained on the new Epic System
  • Provided patient with after-visit summary and scheduled next appointment to maintain continuous care and facilitate treatment plan
  • Collaborated with colleagues to maintain and upkeep office and waiting area to provide clean and organized environment for patients
  • Review all charts to insure updates have been made throughout the night
  • Answered over 30 telephone calls per hour to handle rescheduled, missed and reassigned visit requests
  • Telephoned and interviewed patients and family members to obtain pre-registration information and confirm appointments
  • Conducted personal interviews to obtain required financial information
  • Collected time of service payments and issued receipts
  • Verified patient's insurance eligibility and benefits coverage
  • Collected patient co-pay and issued receipt to confirm payment
  • Contacted insurance company to verify patient coverage before visit
  • Called patient to confirm appointment and prepared paperwork prior to visit to expedite check-in process
  • Verified patient availability during appointment scheduling process to reduce reschedules and cancellations

Contact Center Representative-Work From Home

All Web Leads
11.2020 - 09.2023
  • Improved customer satisfaction by efficiently addressing and resolving issues in a timely manner
  • Enhanced team productivity through effective collaboration and communication with colleagues
  • Provided exceptional customer service by actively listening to inquiries and offering personalized solutions
  • Exceeded performance metrics by consistently maintaining high-quality interactions with customers
  • Managed 500 incoming high call volume while remaining focused on delivering excellent customer experiences
  • Meet or exceed daily/weekly/monthly policy sales targets
  • Ability to overcome sales objections and close over the phone
  • Ability to cross-sell related insurance products
  • Communicate with the management team on a regular basis
  • Responded to customer calls and emails to answer questions about products and services
  • Attended telephone skills and program information training sessions to boost aptitude
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
  • Delivered prompt service to prioritize customer needs
  • Exhibited high energy and professionalism when dealing with clients and staff
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates
  • Developed and updated databases to handle customer data

Education

Associate of Arts - Applied Arts

Houston Community College
Houston, TX
01.2008

Skills

  • Interpersonal abilities
  • Healthcare Claims
  • Medicaid/Medicare knowledge
  • Verbal communication
  • Written communication
  • Healthcare System knowledge
  • Appointment Scheduling
  • Time management
  • Problem-solving
  • Insurance Verification
  • Knowledge of appeals and disputes
  • Active Listening
  • Medical Billing
  • Medical Terminology
  • Multitasking
  • Organization
  • Team Leadership
  • Registration
  • Admissions
  • HIPAA Compliance
  • Clerical Skills
  • Administrative Support
  • Collaboration
  • Outlook
  • MS Office
  • Excel
  • Epic
  • EMA
  • EMR system
  • RCM

Certification

Certificate of Completion, Covid-19 Contact Tracers, Houston, TX, 12/01/20

Timeline

ES Clerk II

Texas Health and Human Services
08.2024 - Current

Contact Center Representative-Work From Home

All Web Leads
11.2020 - 09.2023

Patient Services Coordinator

MD Anderson Cancer Hospital
04.2005 - 04.2024
Certificate of Completion, Covid-19 Contact Tracers, Houston, TX, 12/01/20

Associate of Arts - Applied Arts

Houston Community College
Tracy Jackson