Vernesha R. Jackson
Chelsea,AL
Summary
Motivated and experienced professional with a strong background in the medical field and customer service. Seeking a challenging position where I can leverage my skills to provide exceptional support and contribute to organizational success. Experience in delivering customer service and administrative excellence, including clerical support and public interaction. Excels in calendar management, scheduling, data entry, and database administration. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Experienced essential worker with proven track record driving high customer satisfaction and creating positive customer experiences. Proficient in using various medical software programs, customer service software programs, and offers strong knowledge of customer service best practices. Highly organized, reliable and attentive to customer needs.
Overview
12
12
years of professional experience
4
4
years of post-secondary education
Work History
Scheduling Specialist Clinical Network
Grandview Medical Center
Birmingham, AL
06.2022 - 05.2023
- Efficiently managed patient schedules, ensuring optimal utilization of resources.
- Collaborated with medical staff to coordinate appointments and streamline patient care processes.
- Resolved scheduling conflicts and communicated changes to patients with empathy and professionalism.
- Interpreted patients needs and introduced services to fit specific requirements.
- Followed all company policies and procedures to deliver quality work.
- Listened and responded to patient requests and forwarded necessary information to superiors.
- Communicated with patients to understand health needs and challenges.
- Evaluated patient histories, complaints, and current symptoms.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Received, recorded and filed medical payments by check, cash, and credit card.
- Gathered forms and copied insurance cards to collect patient information for billing and insurance filing.
- Contacted patients regarding unpaid and underpaid accounts to resolve issues.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Provided prompt, polite and professional in-person and telephone customer service.
- Reconciled daily payments received and prepared deposits for smooth office finances.
- Relayed care and medication advice to patients to relieve physicians during peak hours.
- Updated patient information and insurance details for accurate electronic medical records.
- Obtained pre-authorization from insurance companies ahead of medical services.
- Prepared patient charts by gathering and organizing medical records ahead of appointments.
- Registered patients and completed associated paperwork for accurate records.
- Assisted with medical coding and billing tasks.
- Organized and maintained patient chart filing system to promote quick data finding for staff.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
- Managed office logistics by scheduling appointments, maintaining files and collecting payments.
- Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
- Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
- Processed medical insurance claims and payments.
Care Transition Specialist (Remote)
UAB University of Alabama Health Service Foundation
Birmingham, AL
12.2020 - 05.2022
- Facilitated smooth transitions for patients between different levels of care.
- Conducted remote assessments and provided guidance to patients and their families.
- Developed personalized care plans and ensured continuity of care.
- Led teams of analysts to evaluate, plan and execute projects.
- Created methods to integrate functions, optimize processes and prepare staff through proactive training.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Helped patients complete necessary medical forms and documentation.
- Managed master calendar and scheduled appointments for providers based on optimal patient loads and clinician availability.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Managed multi-line phone system and pleasantly greeted patients.
- Completed patient referrals to other medical specialists.
- Checked patient insurance, demographic, and health history to keep information current.
- Maintained current and accurate medical records for patients.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Updated patient information and insurance details for accurate electronic medical records.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Obtained pre-authorization from insurance companies ahead of medical services.
- Prepared patient charts by gathering and organizing medical records ahead of appointments.
- Organized and maintained patient chart filing system to promote quick data finding for staff.
- Prepared and processed patient referrals and transfer requests.
- Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
- Cross-trained and provided backup support for organizational leadership.
- Delivered prompt service to prioritize patient needs.
- Met patient call guidelines for service levels, handle time and productivity.
- Promoted superior experience by addressing patient concerns, demonstrating empathy, and resolving problems swiftly.
- Responded to patient requests, offering excellent support and tailored recommendations to address needs.
- Cross-trained and backed up other patient service managers.
Patient Encounter Specialist
UAB Hospital Kirklin Clinic
Birmingham, AL
08.2019 - 12.2020
- Managed patient check-in and registration processes with precision.
- Addressed patient inquiries and concerns, delivering excellent customer service.
- Assisted in maintaining accurate electronic health records.
- Coordinate patient scheduling, check-in, check-out and payments for billing.
- Helped patients complete necessary medical forms and documentation.
- Managed master calendar and scheduled appointments for providers based on optimal patient loads and clinician availability.
- Kept waiting room neat and organized by stacking magazines, removing trash, and cleaning glass.
- Organized paperwork such as charts and reports for office and patient needs.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Managed multi-line phone system and pleasantly greeted patients.
- Completed patient referrals to other medical specialists.
- Supported office staff and operational requirements with administrative tasks.
- Checked patient insurance, demographic, and health history to keep information current.
- Maintained current and accurate medical records for patients.
- Transcribed phone messages and relayed to appropriate personnel.
- Notified manager of incidents and potential incidents relating to patients and staff for swift action.
- Invoiced patients accurately in line with charging guidelines.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Greeted visitors and initiated triage processes for clients to streamline patient flow.
- Organized and maintained patient chart filing system to promote quick data finding for staff.
- Processed medical insurance claims and payments.
- Managed office bookkeeping with insurance billing and patient payments.
- Assisted with medical coding and billing tasks.
- Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
Direct Support Professional
Glenwood Inc.
Birmingham, AL
11.2017 - 07.2019
- Provided essential support to children with autism, promoting their well-being and development.
- Implemented individualized care plans and monitored progress.
- Collaborated with a multidisciplinary team to ensure the highest level of care.
- Assisted disabled clients to support independence and well-being.
- Updated patient files with current vitals, behaviors, and other data relevant to treatment planning.
- Administered medication as directed by physician.
- Maintained clean, safe, and well-organized patient environment.
- Developed rapport to create safe and trusting environment for care.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Monitored progress and documented patient health status changes to keep care team updated.
- Led patient or group recreational activities for enhanced patient outcomes.
- Transported clients to medical and dental appointments to provide support.
- Assisted with crisis intervention to de-escalate challenging behavior and maintain peaceful encounters.
- Monitored clients to assess and report physical and behavioral changes to supervisors.
- Recorded status and duties completed in logbooks for management.
- Provided compassionate and patient-focused care to cultivate well-being.
- Completed regular check-ins and progress report for each client.
- Built and maintained rapport with clients and family members to facilitate trusting caregiver relationship.
- Entrusted to handle confidential and sensitive situations in professional matter.
- Provided staff coaching, mentoring, and consultation to enhance performance and professional development.
- Monitored clients' overall health and well-being and noted significant changes.
Sales Associate
DTLR
Birmingham, AL
11.2011 - 10.2017
- Offered exceptional customer service and product knowledge to drive sales.
- Maintained visual merchandising standards and inventory control.
- Contributed to a positive team environment and achieved sales targets.
- Answered customer questions about sizing, accessories, and merchandise care.
- Solved customer challenges by offering relevant products and services.
- Prepared merchandise for sales floor by pricing or tagging.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Helped customers locate products and checked store system for merchandise at other sites.
- Engaged with customers to effectively build rapport and lasting relationships.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Engaged with customers to build rapport and loyalty.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
- Prioritized helping customers over completing other routine tasks in store.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Listened to customer needs and desires to identify and recommend optimal products.
- Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
- Used in-store system to locate inventory and place special orders for customers.
- Managed efficient cash register operations.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
- Developed strong rapport with customers and created positive impression of business.
Client Service Professional
H&R Block
Birmingham, AL
01.2013 - 05.2015
- Assisted clients with tax-related inquiries and provided tax preparation services.
- Maintained a high level of accuracy and confidentiality in handling sensitive financial information.
- Conducted financial consultations to optimize tax returns.
- Communicated with clients regarding tax situations, providing guidance on financial decisions.
- Identified potential audit red flags to minimize risk of IRS audits.
- Collaborated with clients to answer questions and provide advice on tax matters.
- Offered clients recommendations to reduce tax liabilities.
- Maintained complete records of client tax returns and supporting documentation in secured areas.
- Managed filing system, entered data and completed other clerical tasks.
- Surpassed team goals by partnering with colleagues to implement best practices and protocols.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Facilitated timely delivery of special projects to meet organizational and departmental objectives.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Continually sought methods for improving daily operations, communications with clients, recordkeeping and data entry for increased efficiency.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
Education
High School Diploma -
Pinson Valley High School
Pinson, AL 01.2006 - 05.2010
Skills
Customer serviceRemote assessmentElectronic health recordsPatient care planningDirect supportTax preparationSales and customer engagement
Customer relations skills
Documentation abilities
Professional demeanor on telephone
Order generation
Recordkeeping proficiency
Customer and client relations
Correspondence distribution
Database administration
Staff Management
Professional demeanor
Word processing
Patient charting
Attention to Detail
Telephone Etiquette
MS Office
Teamwork and Collaboration
Multitasking Abilities
Data Entry
Team Building
Clerical Support
Self-Motivated
Active Listening
Excellent Communication
Organization and Time Management
Analytical and Critical Thinking
Decision-Making
Planning and Coordination
Flexible and Adaptable
Additional Information
References are available upon request.
Timeline
Scheduling Specialist Clinical Network
Grandview Medical Center
06.2022 - 05.2023
Care Transition Specialist (Remote)
UAB University of Alabama Health Service Foundation
12.2020 - 05.2022
Patient Encounter Specialist
UAB Hospital Kirklin Clinic
08.2019 - 12.2020
Direct Support Professional
Glenwood Inc.
11.2017 - 07.2019
Client Service Professional
H&R Block
01.2013 - 05.2015
Sales Associate
DTLR
11.2011 - 10.2017
High School Diploma -
Pinson Valley High School
01.2006 - 05.2010