JESSICA NORMAN-HUGHES

Professional Medical Assistant/Customer Service Representative with over

10 years’ experience encompassing Team Lead- Project Management

and supervision.

RESUME

JESSICA NORMAN-HUGHESTel: (904) 770-9995 | Email: Jessica.norman@jaxhealth.com________________________________________________________________________________________________________________________________________________________________________

Objective: I am looking for a highly fulfilling position in healthcare where my strong skills and knowledge of office/clinical procedures will be used to full capacity and potential.

Summary of QualificationsAbility to multitask Project managementProblem solver LeadershipAbility to take rational initiatives Self-motivatedAbility to bring project to fruition ICD 9 and 10Strong knowledge of Athena-ECW-Allscripts Ability to foresee needs.Outstanding knowledge of Microsoft Office Outstanding customer service skills6 years of healthcare experience 10 years of customer service.Venipuncture- Suture removal Ear irrigation

Experience SummationMarch 2010 - Present CMA/Office Specialist Northside Primary Care at St. Vincent’s Healthcare

Manage monthly schedule for timeshare specialists (Nephrology-OBGYN-Cardiology) In charge of preparing, monitoring and submitting staff calendar. In charge of coordinating Smoking Cessation classes. Patient registration (Check in- Check out- Insurance verification – Co-pay and past due payment

collection) Process referrals- Obtain prior authorizations- Prescription refills. Handle high call volume and dispatch to appropriate recipient. Assure phone triage and manage urgent or stat requests. In charge of managing “Patient to Reschedule Bucket” – Billing and coding. Ensure front end staff stays on task in office manager’s absence. Handle difficult or irate patients when manager is out. Offer clinical assistance when short staffed (Medication reconciliation-Vitals- Suture removal- Assist

with in office procedure- Suture removal- Ear irrigation- Eye Exam). Assist with weekly site audit (New initiative launched by Practice Manager)

Exceptional Achievements at St. Vincent’s Healthcare: Beneficiary of “Bronze Plaque” award for Smoking Cessation Class offered by AHEC Commendations and public recognition by Practice Manager. Managed 2014 open-house event (Contacted vendors- coordinated food and logistics)

August 2005-September 2009Customer Service Representative/Team Leader Wachovia Call Center

Handled inbound calls form banking customers. Was responsible to open/close accounts- Balance transfers- Check, bank cards orders - Upgraded or downgraded accounts Was responsible for 15 customer service representatives. Assisted with team write ups. Offered counseling and handled disgruntled patients effectively.

Exceptional Achievements at Wachovia Bank: Recipient of “Certificate of Excellence”.

February 2000 -August 2005

Customer Service Representative Aetna Customer Service Call Center

Handled inbound calls from insured patients. Verified insurance eligibility/benefits.

Exceptional Achievements at Aetna: Promotion to “Contract Claim Specialist” handling hospital contracts. Became in charge of ensuring claims were paid correctly.

Jan 1998-February 200Customer Service Representative PRC Customer Service Call Center

Processed inbound/outbound calls. Performed various tasks from seeking credit cards- opening and closing credit card accounts- Selling long

distance for AT&T

Education MA Certification NCCT July 2016 BLS Certification American Heart Association 2015 MA Certification Fortis College 2013 Medical Assisting Concorde Institute 2009-2010 High School William M. Ranes 1994-1997

ReferencesAvailable upon request.