Jessica Howard
Hinesville,GA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the retail and medical 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
33
33
years of professional experience
Work History
Patient Registration Specialist
St. Joseph's/Candler Health System
09.2018 - Current
- Maintained strict compliance with HIPAA regulations while handling sensitive patient information.
- Collaborated with other departments to ensure seamless transition from registration to treatment for patients.
- Set up patients in system by documenting key data, confirming eligibility, and verifying insurance benefits.
- Collected payments and co-pays from customers using large variety of insurance programs, adjusting amounts based on specific plan directives.
- Provided counseling to help patients navigate financial assistance programs for uncovered bills.
- Scheduled 9+ daily appointments using computerized calendars
- Managed high-volume patient traffic during peak hours, prioritizing tasks to maintain efficient workflow
- Conducted quality improvement and customer satisfaction surveys to evaluate patient care
Customer Service Representative Remote
ViaSource Solutions
07.2014 - 08.2018
- Exceeded performance metrics consistently, earning recognition as top performer.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs. Managed over 50 customer calls per day.' or, "Increased sales by 10%".
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and company alike
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts
- Cross-trained and backed up other customer service managers
- Increased efficiency and team productivity by promoting operational best practices
Communication Specialist/Charity Fundraiser
MDS Communications
03.2004 - 12.2006
- Established strong relationships with industry influencers through targeted outreach efforts, further amplifying brand messages.
- Trained employees on effective communication techniques, improving overall team performance and collaboration.
- Developed key messaging frameworks that aligned with organizational values, mission, and vision.
- Coordinated successful events that fostered community connections and enhanced brand visibility.
- Managed over 50 customer calls per day.' or, "Increased sales by 7%".
Cosmetic Beauty Advisor
Macys Department Store
05.1991 - 12.2003
- Stayed up-to-date on industry trends and product knowledge by attending regular training sessions and workshops.
- Assisted in visual merchandising efforts to maximize product visibility and attract customer attention.
- Delivered exceptional service by conducting makeup demonstrations and skincare consultations for clients.
- Implemented targeted marketing strategies to engage potential customers both online and in person.
- Ranked among top sales performers, averaging over $250,00 sales annually
- Led group workshops covering topics like makeup application techniques, skincare regimens, and seasonal beauty trends
- Followed up with customers to increase satisfaction with purchases and services
- Applied makeup and skincare products to customers following guidelines to enable testing of brand
Education
Associate of Applied Science - Medical Billing/Coding
Virginia College - Birmingham
Birmingham, AL05.2018
No Degree - Business Management
El Camino College
Torrance, CA08.1998
GED -
East Mississippi Community College
Scooba, MS03.1977
Skills
- Microsoft Word 10 years),
- Excel (10 years),
- Quick Learner,
- Computer Skills,
- Customer Service (20 years)
- Call Management
- Complaint resolution
- Sales closing
- Building rapport
- Consultative Sales
- Documentation
- Brand representation
- Critical Thinking
- Service standard compliance
- Customer Relationship Management (CRM)
- Dispute Resolution
- Active Listening
- Problem-solving abilities
- Payment Processing
Timeline
Patient Registration Specialist
St. Joseph's/Candler Health System
09.2018 - Current
Customer Service Representative Remote
ViaSource Solutions
07.2014 - 08.2018
Communication Specialist/Charity Fundraiser
MDS Communications
03.2004 - 12.2006
Cosmetic Beauty Advisor
Macys Department Store
05.1991 - 12.2003
Associate of Applied Science - Medical Billing/Coding
Virginia College - Birmingham
No Degree - Business Management
El Camino College
GED -
East Mississippi Community College
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