Jessica Mcgill
Charlotte
Summary
Talented Customer Service provider with extensive knowledge of providing excellent customer services. Energetic, outgoing and driven to reach company goals. Personable professional capable of building immediate, positive customer rapport and long-term loyalty relationships.
Overview
11
11
years of professional experience
Work History
Billing Specialist
Spectrum
02.2019 - 05.2023
- Actively and consistently support all efforts to simplify and enhance the customer experience.
- Process customer orders in a courteous, efficient and timely manner.
- Effectively present and discuss Spectrum products and services.
- Convey an image of quality, integrity and superior understanding regarding services.
- Manage customer interactions professionally and efficiently.
- Effectively address customer questions, complaints and concerns within the scope of responsibility.
- Remain current and knowledgeable on every aspect of supported product.
- Facilitate customer issue escalations to local management/support as required. Determine necessity for field visits.
- Accurately document customer account records based on actions taken.
- Fulfill work schedules as required.
- Participate in quality coaching sessions to ensure efficient and effective interactions with customers.
- Researched and resolved billing discrepancies to enable accurate billing.
- Worked with multiple departments to check proper billing information.
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Assisted colleagues in resolving complex billing issues, promoting teamwork and knowledge sharing within the department.
Patient Access Representative
Spectra Force
10.2018 - 12.2018
- Provided Excellent services to patients. Services include but not limited to advanced alternate coverage research and reporting adverse events as directed.
- Verifying patient insurance benefit information.
- Researching and providing information from the Health Care Exchange Market Place. Provided billing denials, and payment information.
- Works on problems of moderate scope where analysis of data requires a review of a variety of factors. Responded to patient concerns and inquiries professionally and efficiently.
- Performing related duties as assigned, which could include well defined services generally performed by other program representatives (e.g. benefit verification, Patient Assistance Program determinations).
- Very self-motivated, working from a queue (phone or system).
- Managed new files and retrieval requests with speed and accuracy.
- Answered phones and performed clerical office functions.
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
Medical Screener
Octapharma Plasma
09.2017 - 10.2018
- Octapharma Plasma - Charlotte, NC Interview patients to obtain medical information and measure their vital signs, weight, blood pressure, temperature, protein, Draw blood from capillaries by dermal puncture, such as heel or finger stick methods.
- set up area for the plasmapheresis donation process, while ensuring that any reactions and complications are handled.
- Calibrate or maintain machines, such as those used for plasma collection.
- Greeting donor and built positive relationships with donor, registered new and current donor.
- Paid out, an assured donor was payed properly.
- Perform saline flushes or dispense anticoagulant drugs, such as Heparin, through intravenous (IV) lines, in accordance with licensing restrictions and under the direction of a medical doctor
- Registered new and current donors and conducted series of screening procedures to determine suitability for Plasma donations.
- Conducted basic screening procedures to verify compliance with donation criteria.
- Opened and updated files with current donor information.
- Maintained clean, neat and properly sterilized work area.
Cashier
Restaurant Depot
03.2017 - 09.2017
- I assisted business owners with bulk orders and supplies to run their restaurants.
- Handled high volume cash amounts, and cashed customers out.
- Processed debit card and credit card transactions daily.
- Assisted with daily operations or the company.
- Greeted customers and properly provided customer with locations on specific needs.
- Lifted and handled 30 to 50pd packages daily, restocked shelf.
- Checked bills with counterfeit pens and examined coins to spot and refuse foreign currency.
- Counted cash in register drawer to balance register at beginning and end of shift.
- Reviewed and resolved differences between accounting information and cash drawer.
- Operated cash register for cash, check and credit card transactions with 100% accuracy.
- Assisted customers with special services, account updates and promotional options.
Customer Care Specialists
ACN
10.2015 - 09.2016
- ACN is a telecommunication company where I enrolled customer into cell phone service.
- Activated service, and deactivated cell phone services.
- Answered concerns about products and products offered.
- Spoke with multiple telecommunications provided to assist with customer inquire.
- Worked on customer escalations and provided act details in a timely ma era.
- Processed payments, provided specific details about billing and act details.
- Handled customer escalations in a timely manner, placed out bound calls to follow up with customer concerns.
Customer Consultant
Aon Hewitt Financial Advisors LLC
08.2012 - 09.2015
- Professional provider of insurance, and benefits services Provided accurate and appropriate information in response to customer inquiries.
- Demonstrated mastery of customer service in a call center setting.
- Addressed customer service inquiries in a timely and accurate fashion.
- Ran reports and supplied data to fulfill customer report requirements.
- Built customer loyalty by placing follow-up calls for customers who reported product issues.
- Formulated and enforced Service Center policies, procedures and quality assurance measures.
- Properly directed inbound calls in phone queues to improve call flow 401k and pension specialists.
- Assisted with daily operations for the company.
Education
GED -
Urban League of The Central Carolinas
Charlotte, NC2010
Skills
- Data entry
- Payment processing
- Billing systems and software
- Claims Processing
- Critical Thinking
- Customer Relations
Timeline
Billing Specialist
Spectrum
02.2019 - 05.2023
Patient Access Representative
Spectra Force
10.2018 - 12.2018
Medical Screener
Octapharma Plasma
09.2017 - 10.2018
Cashier
Restaurant Depot
03.2017 - 09.2017
Customer Care Specialists
ACN
10.2015 - 09.2016
Customer Consultant
Aon Hewitt Financial Advisors LLC
08.2012 - 09.2015
GED -
Urban League of The Central Carolinas
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