Summary
Overview
Work History
Education
Skills
Languages
Timeline
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MARIE JACKSOn

MARIE JACKSOn

Philadelphia

Summary

Dedicated and technically skilled customer service professional with a versatile administrative support skill set developed through Fifteen (15) of commended performance in key customer service and support roles as a customer associate, retail management and service provider. Expert in customer care/communications, problem solving, relationship building, user training and support to increase efficiency, customer satisfaction and the bottom line. Offer advanced computer skills in MS Office "power-user" with additional proficiencies in assorted databases to strive in exceeding customer/ employer expectations by delivering second-to-none service. Maintain customer centricity in all initiatives and interactions, always putting the customer first.

Overview

19
19
years of professional experience

Work History

REMS Specialist

Syneos Health
06.2023 - Current
  • Handles inbound and outbound communication, as well as processes all REMS stakeholder forms in accordance with Syneos Health and the REMS Program requirements. Triages adverse events and product complaints, as well as, entering accurate data into the applicable program applications.
  • Complete follow-up for missing/updated information from stakeholders (patients, healthcare providers, pharmacies, etc.), including data entry processing, documentation, and safety reporting per program guidelines.
  • Ensure document/data processing, data corrections and all communication are documented accurately, concisely and in a timely manner.
    -Maintain a working knowledge of program guidelines, product or disease state information for the assigned program(s)
  • Conduct pre and post call analysis of calls.
  • Answer incoming calls in professional manner following client guidelines and business rules.
  • Perform outgoing calls in professional manner following client guidelines and business rules.
  • Identify any areas that are potentially troublesome and follow up with the stakeholder to ensure that issue is resolved.
  • Manage calls in a professional, systematic and organized manner.
  • Respond to stakeholder inquiries and provide education or information.
  • Identify and escalate priority issues or suspected noncompliance event to assigned manager or designee.
  • Focus and provide exemplary customer service.
  • Able to troubleshoot IT/ technical inquiries.
  • Participate in program specific training and other development programs and demonstrate comprehension.
  • Perform other duties as assigned.
  • Working knowledge of medical terminology.
  • Case management.
  • Enhanced customer satisfaction with timely and accurate issue resolution.

Customer Engagement Specialist

Syneos Health and Novo Nordisk
09.2022 - 06.2023
  • Developed long-term partnerships to support strategic customers in key market segments.
  • Executed programs and workshops for strategic customers.
  • Prepared and gave business reviews to senior management team regarding progress and roadblocks to growing business.
  • Handled high volume of engagements and fast pace of cloud computing market.
  • Handle and resolve customer complaints.
  • Provide customers with product and service information.
  • Identify and escalate priority issues.
  • Route calls to appropriate resource.
  • Maintain excellent notes in appropriate systems.

Assistant Manager

Extra Space Storage
05.2022 - 09.2022
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Generated repeat business through exceptional customer service.
  • Walking the Property to ensure safety and security.
  • Responsible for opening and closing.
  • Conduct monthly audits according to company policy and procedure.
  • Process monthly audits of delinquent units.

Referral and Medical Coordinator

PHMC/Public Health Management Corporation
10.2016 - 05.2022
  • Maintain ongoing coordination and appropriate documentation on referrals to promote team awareness and ensure patient safety. Recording relevant information into an IT database.
  • Ensure complete and accurate registration, including patient demographic and current insurance information.
  • Collecting information regarding patients' clinical background and referral needs. Per referral guidelines, provide appropriate clinical information to specialist.
  • Contact review organizations and insurance companies to ensure prior approval requirements are satisfied. Present necessary medical information such as history, diagnosis and prognosis. Provide specific medical information to financial services to maximize reimbursement to the hospital and physicians.
  • Review details and expectations about the referral with patients.
  • Assist patients in solving potential issues related to the health care system, financial or social barriers(e.g., request interpreters, transportation services or prescription assistance).
  • Serve as the system navigator and point of contact for patients and families, granting them direct access for asking questions and addressing concerns. Occasionally assuming advocate role on the patient's behalf with the carrier to ensure approval of the necessary supplies/services for the patient in a timely fashion.
  • Identify and utilize cultural and community resources. Establish and maintain relationships with identified service providers.
  • Ensure that referrals are addressed in a timely manner.
  • Remind patients of scheduled appointments via mail or phone.
  • Ensure that patient's primary care chart is up to date with information on specialist consultations, hospitalizations, ER visits and community organization related to their individualized care.
  • Input faxes and medical records into patients charts.
  • Clerical duties including, but not limited to, checking in patients, scheduling patients and checking outpatients.
  • Checking patient insurance eligibility on Medicare portal, along with Medicaid insurance and private medical coverage.

Health Concierge Representative

Aetna US Healthcare
09.2006 - 04.2016
  • Educates and assists customers on various elements of benefit plan information and available services created to enhance the overall customer service experience with the company (i.e., assistance with Aetna Navigator, Consultation Opportunities Etc.) Utilizes all relevant information to effectively influence member engagement.
  • Process claims timely and accurately in a fast paced, engaging and diverse environment while handling customer satisfaction as a top priority while maintaining a positive and professional attitude.
  • Partners with other departments to deliver client specific presentations.
  • Coordinates efforts both internally and externally and across departments to successfully resolve service issues and develop process improvement intended to enhance the overall delivery of service (
  • ).
  • Provides technical or subject matter expertise concerning policies, procedures, and function related applications/systems tools as needed Assist members with filing internal and external appeals.
  • Provider members the proper steps with the Website profiles.
  • Assist members with locating medical devices and scheduling Dr's appointments.
  • Place outbound calls in behalf of members on Explanation of Benefits, collection notices and un-process claims.
  • Reach out to Plan Sponsors to assist members on lap of coverage and adding dependents to existing coverage.
  • Handler outbound correspondence to members and providers.
  • Assist member with Well Match, Health Assessments, Well Award Incentives and TelaDoc.
  • Assist members with open enrollments and helping selection the correct medical plans.
  • Assist members with Health Assessment and Wells Programs.

Education

GED -

Community College of Philadelphia
Philadelphia, PA

Skills

  • Creative problem solver
  • Exceptional communication skills
  • Quick learner
  • Proficient in cash management
  • Cash flow management
  • Multi-line phone talent
  • Bookkeeping
  • Payroll Process
  • Internet Research
  • Online & Help Desk Support
  • Complaint Handling
  • Team-Building & Supervision
  • Insurance Claim Processing

Languages

Haitian Creole
Native or Bilingual

Timeline

REMS Specialist

Syneos Health
06.2023 - Current

Customer Engagement Specialist

Syneos Health and Novo Nordisk
09.2022 - 06.2023

Assistant Manager

Extra Space Storage
05.2022 - 09.2022

Referral and Medical Coordinator

PHMC/Public Health Management Corporation
10.2016 - 05.2022

Health Concierge Representative

Aetna US Healthcare
09.2006 - 04.2016

GED -

Community College of Philadelphia

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