Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000,
Professional Summary

Motivated professional Adept at building productive relationships, resolving complex issues and winning customer loyalty. Bringing years of experience in maintaining customer satisfaction and contributing to company success.

  • Documentation and control
  • Credit and collections
  • Clear oral/written communication
  • Program Management
  • Project Management
  • Team Building
  • Office administration
  • Organizational skills
  • Bookkeeping
  • Data Management
  • Scheduling
  • Event planning
  • Team Leadership
  • Account Reconciliation
  • Budgeting
  • Strategic Planning
  • Excellent multi-tasking ability
  • Friendly nature
  • Account management
  • Quality assurance
  • Customer service
  • Data Entry
  • Key holder experience
  • Professional telephone demeanor
  • Service standard compliance
Work History
02/2019 to Current Quality Assurance Analyst Aon Corporation | Columbia, MD,
  • Supported company in maintaining work environment focused on quality, communication, collaboration, integration and teamwork.
  • Wrote, edited and updated project manuals and technical documentation used by quality assurance team.
  • Appointed as main corporate office contact, handling all questions and issues from customers and vendors.
  • Maintained knowledge of regulatory requirements, to include accrediting bodies, federal, state and local requirements, as well as the ISO 9001 standards to provide the best customer support and satisfaction.
  • Monitored process checks for proper completion and correct frequency.
  • Assisted is resolving quality issues while improving operations and providing exceptional customer support.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.
07/2017 to 11/2018 Legal Assistant/Medical Review and Demand Specialist Hammack Law Firm | City, STATE,
  • Surpassed performance goals by approaching all interactions with resourcefulness, organization and client-centric solutions.
  • Carried out a variety of day to day functions in a Personal Injury Law Office such as meeting with clients, assisting attorneys with all of the daily file preparation and case management.
  • Thrived in the fast-paced environment, maintained deadlines and provided excellent service to clients while working with medical providers to facilitate treatment.
  • Responsible for reviewing each individual medical record to check for missing documentation, reviewed physicians notes to confirm and highlight the evidence and value of each case.
  • Drafted demands and worked directly with the insurance companies, our clients and attorney to get the best settlement for all clients.
  • Cultivated long-lasting client relationships based on trust and solid understanding of their needs .
04/2010 to 04/2017 Case Manager and Office Manager Core Health Centers | City, STATE,
  • Responded to and effectively resolved problems within the administrative programs, staff management, quality assurance standards, and implemented improvements in case management services to better serve each patient.
  • Reviewed medical files and addressed patient concerns as they relate to acute and chronic medical conditions that would directly pertain to patients' disability entitlements.
  • Served as the lead point of contact for the Administrator while implementing effective office management procedures in order to improve administrative functions and prevent potential problems from escalating.
  • Reviewed patient's medical insurance policies and determined eligibility of medical treatments and proposed payment options and deductible cost.
  • Monitored cases by verifying clients' attendance, observing and evaluating treatments and responses, advocating for special needs services and entitlements, while obtaining additional resources and providing personal support to each patient.
  • Coordinated schedules, distributed work assignments, and collaborated with personnel in order to establish an effective Team Working Environment.
  • Effectively conducted pre-certification of admissions and special procedures with insurance companies in order to determine and confirm eligibility for medical treatments.
  • Educated patients and loved ones about different treatment options and outside care approaches, reducing burden on hospital resources.
  • Addressed disruptions in patient care, including delays in discharge, postponed procedures and discharge equipment unavailability.
  • Reduced care costs without sacrificing quality through effective service coordination and multidisciplinary collaboration.
  • Identified care needs of individual patients and coordinated responses based on physician advice, insurance limitations and procedural costs.
  • Took active role in patient and family planning process, detailing instructions and responding appropriately and effectively to questions and concerns.
  • Increased referral rates by providing excellent service and building meaningful relationships with patients and caregivers.
Expected in High School Diploma | Pickens High School, Pickens, SC GPA:
Expected in Associate of Arts | SWU, , GPA:

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Resume Overview

School Attended

  • Pickens High School
  • SWU

Job Titles Held:

  • Quality Assurance Analyst
  • Legal Assistant/Medical Review and Demand Specialist
  • Case Manager and Office Manager


  • High School Diploma
  • Associate of Arts

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