Vernell Jackson
Pooler,GA
Summary
OBJECTIVE – Exceptional remote support professional seeking a career position. Knowledgeable and dedicated customer service professional with extensive experience in Healthcare industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
10
10
years of professional experience
Work History
Customer Care Associate
USAble Life
08.2022 - Current
- Assist callers with secondary ancillary insurance claims status, applications, and procedure information
- Communicate with customers via email, fax, and phone
- Maintain compliance with customer care guidelines and metrics.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Navigated multiple computer systems and applications to find information.
Oncology Retail Operations Coordinator
ST. JOSEPH’S/CANDLER HEALTH SYSTEM
05.2018 - 08.2022
- Through training and experience as a certified mastectomy fitter, I assist ladies who have had breast removal surgery with post-mastectomy items
- Maintain DME certifications for insurance billing; billed insurance claims, prepare monthly financial reports for retail operations
- Maintains Prosthesis Fitting Certification to support patient care
- Verify patient demographics, insurance, and other vital statistical information required to identify and submit insurance claims for services rendered
- Assists the department with ideas and tactics to improve the overall customer experience and operations.
- Trained team members in successful strategies to meet operational and sales targets.
- Developed and nurtured lasting relationships with clients through dedicated assistance, issue resolution and active listening.
- Reduced expenses by renegotiating vendor contracts to eliminate waste and boost cost savings
Customer Service Professional, Seasonal
ACD
10.2018 - 12.2020
- Assisted customers by answering questions and responding to inquiries.
- Handled customer inquiries and suggestions courteously and professionally.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Processed customer service orders promptly to increase customer satisfaction.
Fitter of Mastectomy and Diabetic
BURKE'S PHARMACY
07.2013 - 05.2018
- Manager of daily operations for the prosthesis department.
- Examined and measured patients to determine their prosthesis requirements
- Securely retrieve patient medical records from physicians, technicians, and other medical personnel
- Review medical records for completeness, accuracy, and compliance with regulations
- Enter data, such as demographic characteristics, history, and extent of disease, diagnostic procedures, or treatment, into computer insurance billing software
- Increased total customers and profits yearly
- 98% Satisfaction rate per survey issued to patients monthly.
- Educated patients about procedures, answered questions, and provided comforting words to control anxiety and enhance procedure results.
- Utilized medical software to document and track patient progress.
- Gathered, charted, and analyzed patient history data and discussed key points with clinicians.
- Evaluated patient histories and medical records for accuracy and completeness.
- Made emergency visits to resolve equipment problems.
- Called patients post-procedure to inquire about status, recovery and questions.
Education
A.S. of Science - Medical Billing and Coding
COLORADO TECHNICAL UNIVERSITY
REMOTE CSR TRAINING/EDUCATION -
Development Coursework
Skills
- Microsoft office suite
- Qs1, Adobe, Aria, G4 studio suit, B2B sites, Sales Force
- Customer Experience Management
- Workload Planning
- Client Development and Retention
- Investigate Claims
- Billing Adjustments and Refunds
- Patient Interviews
- Claims Monitoring
- Verifying Coverage
- Strategic Planning
- Productive, independent worker, self-starter, excellent communication skills and first point of contact resolution expert
Timeline
Customer Care Associate
USAble Life
08.2022 - Current
Customer Service Professional, Seasonal
ACD
10.2018 - 12.2020
Oncology Retail Operations Coordinator
ST. JOSEPH’S/CANDLER HEALTH SYSTEM
05.2018 - 08.2022
Fitter of Mastectomy and Diabetic
BURKE'S PHARMACY
07.2013 - 05.2018
A.S. of Science - Medical Billing and Coding
COLORADO TECHNICAL UNIVERSITY
REMOTE CSR TRAINING/EDUCATION -
Development Coursework
Similar Profiles
Cynthia WrayCynthia Wray
Manager, Dental Performance Mgmt Team at USAble LifeManager, Dental Performance Mgmt Team at USAble Life
Mickail ThrasherMickail Thrasher
IT Business Analyst at Usable LifeIT Business Analyst at Usable Life
CHINA HARRIS-SYKESCHINA HARRIS-SYKES
Claims Examiner II at USAble LifeClaims Examiner II at USAble Life