Ivory Jerman

Process-oriented Operations and Client Support Professional with extensive experience managing high-volume workflows, maintaining accurate documentation, supporting members and providers, and coordinating follow-up across teams. Skilled in CRM and database management, HIPAA-compliant recordkeeping, technical troubleshooting, and identifying process improvements that strengthen efficiency and service quality. Recognized for bringing clarity, organization, and dependable follow-through to fast-paced remote environments.

Financial Support Specialist - My Secure Advantage

(2023-06)

• Oversee scheduling, availability, operational records, and tracking systems for more than 33 coaches and facilitators, ensuring accuracy and workflow visibility.
• Handle high-volume member and internal communications across phone, email, and digital platforms while shifting efficiently among documentation, customer support, scheduling, and administrative priorities.
• Develop standardized documentation and workflows that improve consistency, accuracy, and operational efficiency.
• Coordinate cross-functional communication to resolve workflow concerns, escalate issues when necessary, and support timely program delivery.
• Support members through complex financial processes while maintaining accurate, confidential documentation and identifying opportunities for process improvement.

Financial Success Coordinator 1 - My Secure Advantage

(2023-02 - 2023-06)

• Assessed employees' financial and personal concerns to identify needs and connect them with appropriate hardship resources and support services.
• Conducted needs assessments, documented service requests, and coordinated timely follow-up to ensure continuity of support.
• Managed sensitive conversations with empathy and professionalism while exercising sound judgment in issue resolution and escalation.

DDSD Case Manager - Oklahoma Human Services

(2022-08 - 2023-02)

• Reviewed case records and assessed service concerns to identify barriers, determined appropriate next steps, and coordinated resolutions.
• Maintained comprehensive case documentation and prepared detailed reports to support service planning, regulatory compliance, and continuity of care.
• Collaborated with families, service providers, state agencies, and community partners to resolve complex service issues and facilitate coordinated care.
• Advocated for individuals while ensuring compliance with state regulations, policies, and program requirements.

Health Coach/Quit Coach - Optum

(2010-06 - 2022-08)

• Provided telephonic health coaching and behavior-change support to more than 200 participants monthly, contributing to a 65% tobacco and vaping cessation success rate.
• Documented participant interactions and maintained confidential health information in accordance with organizational policies, procedures, and regulatory requirements.
• Communicated complex health information with clarity and empathy, empowering participants to navigate challenging behavior-change goals.
• Supported team success by assisting colleagues with training, technical troubleshooting, and knowledge sharing.

Bachelor of Science - Psychology - Southwestern Oklahoma State University