Jacquelin Underwood
Buford
Summary
Dynamic and results-driven professional with extensive experience in regional management, consistently delivering operational excellence and driving strategic growth. Proven track record of fostering team collaboration and implementing innovative solutions to address evolving business needs. Recognized for strong leadership, adaptability, and a steadfast commitment to achieving exceptional results in fast-paced environments. Passionate about leveraging expertise to enhance organizational performance and cultivate high-performing teams.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Area Director
Acti-Kare Responsive In-Home Care
07.2024 - Current
- Implemented quality assurance programs to maintain compliance with regulatory standards and improve care outcomes.
- Fostered relationships with clients and families, addressing concerns and enhancing overall experience.
- Analyzed performance metrics to identify areas for process improvement and operational efficiency.
- Developed and executed marketing initiatives to expand service reach and increase community awareness.
- Directed operational strategies to enhance service delivery and client satisfaction.
- Oversaw recruitment, training, and development of caregiving staff to ensure high-quality care.
Associate Director, Client Services
Procare Pharmacy
08.2023 - 09.2024
- Served as the primary point of contact for communication with the clients.
- Provide creative and solution oriented feedback to meet business goals and further business objectives.
- Documented and retained all information pertaining to client program.
- Assisted in managing day-to-day activities of Account Managers.
- Developed strong working relationships with internal partners.
- Established and maintained professional relationships with clients, which includes face-to-face meetings, effective written and telephone correspondence, good listening and comprehension skills.
- Established and maintained adherence to program business rules and related SOPs
- Assisted with implementation, communication and enforcement of corporate and management directives, policies and procedures.
- Provided strategic input to facilitate data based decision making.
Senior Account Manager
Procare Pharmacy
03.2021 - 08.2023
- Establish and lead formal quarterly business reviews (QBRs).
- Communicate with physician offices and assist in resolving issues.
- Resolution of client issues.
- Confirmation of requests for key customers.
- Track and report status for key customer requests.
- Identify trending client issues by office/geography.
- Proactively solicit feedback from key clients and provide feedback to key customers.
- Recommend enhancements to pharmacy operations, call center, reporting, and leadership.
- Track and report monthly accruals and budgets.
- Upload the Medical Information (MI) report into the manufacturer FTP site.
- KPI (Key Performance Indicator) tracking and reporting
- Developed and maintained strong relationships with key accounts to ensure ongoing client satisfaction.
- Collaborated with cross-functional teams to enhance service delivery and resolve customer inquiries efficiently.
Account Manager
Procare Pharmacy
01.2018 - 03.2021
- Establish and lead formal quarterly business reviews (QBRs).
- Communicate with physician offices and assist in resolving issues.
- Resolution of client issues.
- Confirmation of requests for key customers.
- Track and report status for key customer requests.
- Identify trending client issues by office/geography.
- Proactively solicit feedback from key clients and provide feedback to key customers.
- Recommend enhancements to pharmacy operations, call center, reporting, and leadership.
- Track and report monthly accruals and budgets.
- Upload the Medical Information (MI) report into the manufacturer FTP site.
- KPI (Key Performance Indicator) tracking and reporting
Office Associate
State Farm Agent
04.2015 - 01.2018
- Strengthened long-lasting relations with customers to accomplish shared goals/commitments.
- Rendered expert services in coordination with the agent aimed at achieving marketing goals.
- Generated revenue by conducting customer needs analysis and suggesting products/services.
- Managed daily office operations, ensuring efficient workflow and client service.
- Coordinated scheduling of appointments for clients, optimizing agent availability.
Team Assistant/Document Specialist
PruittHealth
07.2013 - 04.2015
- Reduced outstanding 485-Plan of Care orders by tracking documents and document retrieval.
- Interfaced with physician office staff to remain updated with document status.
- Processed signed documents from physicians and expedited the overall billing process.
- Improved medical office relations & streamlined communication during the continuum of care.
Education
MBA - Health Services Management
Devry University
Chicago12 2023
Graduate Certificate - Data and Analysis
Devry University
Decatur, GA6 2021
Bachelor - Health Services Management
Devry University
Decatur, GA1 2017
Certificate - Nursing Aide
Lanier Technical College
Gainesville, GA12 2011
Certificate - Phlebotomy
Lanier Technical College
Gainesville, GA12 2011
Skills
- Program Development
- Microsoft Excel
- Presentation Skills
- Product management
- Strategic Planning
- Stakeholder Engagement
- Senior Account Management
- Program Management
- Process Improvement
Affiliations
Delta Mu Delta
Certification
- Property & Casualty LicenseMay 2015 to September 2027
- Life & Health Insurance LicenseMay 2015 to September 2027
Links
www.linkedin.com/in/jacquelinunderwood
Timeline
Area Director
Acti-Kare Responsive In-Home Care
07.2024 - Current
Associate Director, Client Services
Procare Pharmacy
08.2023 - 09.2024
Senior Account Manager
Procare Pharmacy
03.2021 - 08.2023
Account Manager
Procare Pharmacy
01.2018 - 03.2021
Office Associate
State Farm Agent
04.2015 - 01.2018
Team Assistant/Document Specialist
PruittHealth
07.2013 - 04.2015
Certificate - Nursing Aide
Lanier Technical College
Certificate - Phlebotomy
Lanier Technical College
MBA - Health Services Management
Devry University
Graduate Certificate - Data and Analysis
Devry University
Bachelor - Health Services Management
Devry University