Valena Jackson
Warner Robins
Summary
Healthcare records and customer service professional with 8+ years of experience supporting high-volume member requests, data entry, and case resolution. Experienced in HIPAA-compliant release-of-information workflows, records support, and CRM-based documentation, with a strong focus on accuracy, confidentiality, and timely follow-up. Managed frequent inbound inquiries and coordinated with providers to move requests forward efficiently while maintaining organized, compliant records in internal systems. Delivered measurable service results, including 95% first-contact resolution and customer satisfaction above 90%, by combining clear communication, attention to detail, and dependable execution.
Overview
9
9
years of professional experience
Work History
Customer Service Representative (Remote)
Foundever
01.2023 - Current
- Supported high-volume inbound customer requests in a remote healthcare environment, balancing speed, accuracy, and professionalism.
- Resolved customer inquiries via phone and chat on first contact, contributing to a 95% first-contact resolution rate.
- Maintained customer satisfaction above 90% through clear communication, active listening, and consistent follow-through.
- Documented every interaction accurately in CRM systems to support service quality, compliance, and case continuity.
Healthcare Customer Service Representative (Remote)
Cigna
01.2020 - 12.2022
- Provided healthcare member support in a fast-paced, compliance-driven environment focused on records accuracy and issue resolution.
- Handled release-of-information (ROI) and member record requests by updating internal systems, tracking follow-up, and coordinating next steps with providers.
- Supported members with benefits, claims, eligibility, billing, and prescription questions while strictly adhering to HIPAA guidelines.
- Maintained accurate member records and documentation in internal systems to support compliance and reduce errors.
- Coordinated with healthcare providers to resolve issues efficiently and improve the member experience.
Data Entry Specialist (Remote)
TTEC
06.2017 - 12.2019
- Supported large-volume data entry and records maintenance in a remote, accuracy-focused role.
- Entered and maintained high-volume records with strong attention to detail and dependable turnaround.
- Reviewed, corrected, and reconciled data discrepancies to improve data quality and record accuracy.
- Protected sensitive information by following confidentiality procedures and maintaining organized records.
Education
High School Diploma -
Warner Robins high school
05.2017
Skills
- Release of Information (ROI)
- Verbal Communication
- HIPAA Compliance
- Attention to Detail
- Data Entry
- Records Management
- CRM Systems
- Customer Service
Timeline
Customer Service Representative (Remote)
Foundever
01.2023 - Current
Healthcare Customer Service Representative (Remote)
Cigna
01.2020 - 12.2022
Data Entry Specialist (Remote)
TTEC
06.2017 - 12.2019
High School Diploma -
Warner Robins high school