Jessica Claire
  • , , 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:
Professional Summary

Highly dedicated, reliable, and detail-oriented Insurance Verification Specialist with excellent insurance documentation, organization, interpretation skills and customer service experience. Knowledge of public and private health insurance policies. Proficient in Microsoft Office Suite and related software. Excellent verbal and written communication skills. The ability to act with discretion and professionalism in all situations. All accomplished by maintain a positive attitude and promoting teamwork. Innovative and goal-oriented committed to professional development and expert leadership. Reliable in completing projects on-time with organized approach and great time management abilities.

  • Attentive and Observant
  • Verbal and Written Communication
  • Staff Training
  • Adaptability and Flexibility
  • Independent Decision Making
  • Microsoft Office
  • Corrective Action Implementation
  • Measurement Collection
  • Time Management
  • Critical Thinking
  • Attention to Detail
  • Quality Issue Identification
Work History
Quality Analyst, 05/2019 to Current
Common SpiritOttumwa, IA,

· Working remotely for Bank of America, serve as resource for staff

· Monitor calls, both, recorded and live.

· Assist with improving team metrics and call quality.

· Supervised training classes and new hires.

· Crafted training materials and ran on-boarding sessions to train 15-25 incoming team members

· Organized and conducted team meetings via WebEx.

· Prior to my promotion, accepted inbound calls to resolve customer concerns.

· Provided excellent customer service

· Proficiently performed account maintenance

· Assisted customers with fraudulent charges, placing check orders.

· Reviewed Overdraft and Insufficient Item fees on personal accounts.

· In addition, to educating customers on ways to avoid fees.

· Assisted agents with de-escalating calls

· Assisted with supervision of daily operation of inbound call agents and other duties as assigned.

· Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.

  • Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
  • Completed deviation forms and recorded findings of inspection process, collaborating with quality team members and department managers to implement procedural remedies.
  • Performed root cause analysis through [Action] and [Action].
  • Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
  • Monitored inbound and outbound calls made by [Number] employees to provide constructive feedback.
  • Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
Verification Specialist/Customer Service Rep, 06/2012 to 09/2015
Conduent IncorporatedCary, NC,
  • · Customer support to customers with disputes or inquiries concerning invoices or billing process
  • · Reviewed 50-100 patient cases per week and verified insurance coverage information
  • · Resubmitted claims after editing to achieve financial targets and reduce outstanding debt
  • · Determined appropriateness of payers to protect organization and minimize risk
  • · Observed strict procedures to protect sensitive patient information, medical records, and payment data
  • · Verified client information by analyzing existing evidence on file
  • · Assured timely verification of insurance benefits prior to patient procedures or appointments
  • · Contacted insurance carriers to discuss policies and individual patient benefits
Client Liaison, 08/2009 to 11/2011
LabcorpWickenburg, AZ,
  • · Assisted Revenue Cycle Management Director with supervision of daily operations of billing department.
  • · Accepted inbound calls from patients and providers.
  • · Managed monthly statement process and assisted patients with financial aid forms.
  • · Successfully worked rejected claims report, account receivable follow-up, and reimbursement management.
  • · Processed bankruptcy accounts
  • · Insurance verification and claims status
  • · Filed and followed up on third party claims.
  • · Assisted with resolving complex billing issues
  • · Handled 25-45 calls per day
Customer Service Support Representative, 06/1997 to 07/2007
LabCorp Of AmericaCity, STATE,
  • · Completed daily billing/Posted payments
  • · Prepared and worked financial reports (rejection/denial, credit balance, and month-end)
  • · Follow-up on patient accounts.
  • · Processed medical records requests
  • Special training in HIPPA and Medicare compliance
Bachelor of Arts Degree: Health Care Administration, Expected in 2021
University of Arizona - Troy, AL
Associate of Applied Science Degree: Business Administration, Expected in 2013
Troy University - Montgomery, AL

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School Attended

  • University of Arizona
  • Troy University

Job Titles Held:

  • Quality Analyst
  • Verification Specialist/Customer Service Rep
  • Client Liaison
  • Customer Service Support Representative


  • Bachelor of Arts Degree
  • Associate of Applied Science Degree

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