Jessica Byrd
Goldsboro
Summary
Dynamic Patient Engagement Specialist with a proven track record at HarmonyCares, excelling in appointment scheduling and follow-up coordination. Demonstrated compassion and exceptional communication skills, achieving high-quality scores and enhancing patient satisfaction. Skilled in HIPAA compliance, I effectively collaborate with teams to ensure outstanding service delivery.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
ASK Staffing, Inc
Alpharetta, GA
10.2025 - 04.2026
- Resolved customer inquiries through phone, email, and chat channels to enhance satisfaction.
- Inbound calls and faxes from providers office with clinical criteria for members
- Providing appeal information
- Evaluate and process PA requests based on medical necessity, plan design, and established criteria.
- Verify insurance eligibility and interpret clinical guidelines to either approve requests or formulate denial notes.
- Interact with physicians, nurses, and clinical staff to request additional medical records or relay coverage determinations.
- Ensure all decisions and turnaround times adhere to state regulations, HIPAA guidelines, and CMS standards.
Patient Engagement Specialist
HarmonyCares
Troy, MI
11.2024 - 07.2025
- Assist in the maintenance and updating of all client documentation.
- Uphold confidentiality standards while handling sensitive information.
- Respond to incoming calls from patients and clients with professionalism and empathy.
- Conduct outbound calls to eligible patients and working to facilitate efficient scheduling of initial in-home appointments
- Ensure patients receive a detailed explanation of program services
- Thoroughly and accurately document call notes and scheduling details in electronic system
- Expedite emergency clinical calls as needed
- Process new appointments or changes to existing appointments
- Document accurate and concise patient/family feedback and special needs during each call in our systems, enabling our market-based clinicians to provide excellent care during each appointment
- Must achieve and sustain expected metrics set by department leadership to include but not limited to: Quality Scores, Acceptance Rates, Number of Patients Engaged and Alignment with Harmony Care Core Values
- Demonstrate compassion for individual needs, attention to detail, and collaborating with other team members
- Demonstrate a high level of professionalism and continuous improvement while participating in the call quality monitoring processes
- Utilizes exceptional communication and social skills to clearly explain services and needs to patient/family
- Complete ongoing training and coaching programs for further skills development by deadlines
- Work collaboratively and efficiently with other corporate and market based team members to ensure patients receive exceptional service
Cashier Team Lead
Food Lion Grocery
Pikeville, NC
02.2012 - 03.2019
- Supervised cashier team to ensure efficient checkout processes and customer satisfaction.
- Trained new cashiers on register operations, customer service standards, and company policies.
- Managed daily cash handling procedures, ensuring accuracy and compliance with company guidelines.
- Resolved customer inquiries and concerns promptly, enhancing overall shopping experience.
- Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
Education
High School Diploma -
Charles B Aycock High
Pikeville, NC06-2010
Skills
- Typing words 35-40 a minute
- HIPAA compliance
- Follow-up coordination
- Appointment scheduling
- Healthcare
- Insurance Verification
- Self-Motivation
- Written Communication
- Time Management
- Adaptability / Problem-Solving
Knowledge, Skills and Experience
- High school diploma
- Ability to multi-task while given competing priorities
- Ability to communicate in an empathetic, compassionate, and professional demeanor at all times
- Ability to problem solve with demonstrated capacity to embrace complex problems and arrive at effective solutions in a timely manner
- Ability to analyze problems and resolve issues in a rapid, direct and complete manner
- Demonstrates short and long-term persistence in meeting objectives and personal development
- Ability to adapt to new systems and changes as required and apply guidelines/procedures
- Excellent communicator with an uplifting and personable manner with outstanding phone etiquette
- Excellent written communication skills with success in providing notes, updates, and written communications via computer systems
- Excellent data-entry skills and proven ability to navigate multiple computer screens
- Working knowledge of the healthcare industry
- Previous experience in a call center or customer service role.
- Strong computer skills with proficiency in various software systems.
Computer Software
Windows 11 computer
8GB+ RAM
Private, secure internet connection- Ethernet
USB-wired headset and camera
Dual monitors
Timeline
Customer Service Representative
ASK Staffing, Inc
10.2025 - 04.2026
Patient Engagement Specialist
HarmonyCares
11.2024 - 07.2025
Cashier Team Lead
Food Lion Grocery
02.2012 - 03.2019
High School Diploma -
Charles B Aycock High