Jacqueline Peterson
Raleigh
Summary
Experienced with providing high-quality customer support across various channels. Utilizes strong problem-solving skills to address and resolve customer inquiries efficiently. Track record of excellent communication and maintaining positive customer relationships.
Overview
12
12
years of professional experience
Work History
Financial Operations Specialist
Norman International Inc
07.2023 - Current
- - Processed and posted payments, reconciled AR closeouts, and resolved discrepancies.
- - Used CRM and ERP tools to manage billing data and prepare journal entries.
- - Communicated with vendors and clients to clarify billing details and maintain documentation integrity.
- Document all actions taken on accounts in the system account notes to ensure all prior actions are noted and understandable by others
Mortgage Accounting Associate
Finance of America
08.2021 - 01.2023
- - Investigated payment denials and conducted account reconciliations across multiple payers.
- - Collaborated with cross-functional teams to track account status and support cash flow goals.
- Review accounts to resolve discrepancies in account balances and ensure payments are in accordance with the respective contract, appropriate discounts or applicable write-off completed.
- Streamlined invoice processing using accounting software, enhancing efficiency by reducing turnaround time.
- Collaborated with cross-functional teams to resolve discrepancies and improve data integrity.
Customer Support Specialist / Team Lead/ Trainer
OptumRx
10.2013 - 08.2021
- - Managed billing inquiries, processed refunds, and maintained payment logs in Excel.
- - Ensured accuracy of coding, approval workflows, and backup documentation ahead of audits.
- Resolved customer inquiries through multiple channels, ensuring high satisfaction and timely responses.
- Update demographics to include address and telephone numbers based on patient’s telephone calls
- Add or correct insurance registration and files claims accordingly.
- Developed training materials that improved new hire onboarding experience and support effectiveness.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Conducted regular training sessions for new team members, promoting best practices in customer support operations.
Education
Bachelor of Science - Accounting
University of Phoenix
Phoenix, AZ11.2024
Skills
- - HIPAA compliance & patient confidentiality
- - Medical claims submission & follow-up
- - Insurance denial investigation & resolution
- - Cash application & posting
- - Patient/guarantor communication
- - Excel & data reporting skills
- - Knowledge of Medicare/Medicaid & payer rules
- - Independent, high-volume task management
- - Strong written & verbal communication
- Asset management
Timeline
Financial Operations Specialist
Norman International Inc
07.2023 - Current
Mortgage Accounting Associate
Finance of America
08.2021 - 01.2023
Customer Support Specialist / Team Lead/ Trainer
OptumRx
10.2013 - 08.2021
Bachelor of Science - Accounting
University of Phoenix
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