Care Partner Resident Assistant - Brookdale Senior Living, Mandarin - Jacksonville, FL
(2023-10 - 2026-06)
- Serve as a lead support resource for caregivers by helping coordinate resident care tasks, shift priorities, and daily service needs.
- Guide new team members on resident routines, documentation expectations, and care procedures.
- Communicate resident changes, concerns, and care needs to nursing staff to support safety and continuity of care.
- Demonstrate leadership through teamwork, problem-solving, resident advocacy, and support of efficient shift operations.
- Assist residents with activities of daily living, including bathing, grooming, dressing, and mobility support.
- Maintain accurate care documentation and communicated resident needs to nursing staff and families.
- Support new caregivers by sharing procedures, best practices, and resident care expectations.
- Demonstrate leadership through teamwork, problem-solving, and resident advocacy.
Customer Service Representative III - UF Health Jacksonville, North Neurosciences - Jacksonville, FL
(2022-09 - 2023-05)
- Served as a Subject Matter Expert (SME) and team resource, providing procedural guidance and supporting new hire onboarding.
- Handled complex customer inquiries, escalations, and service recovery situations while maintaining high customer satisfaction.
- Monitored account activity, documentation accuracy, and adherence to company policies and regulatory requirements.
- Registered patients, verified insurance coverage, and maintained accurate medical records.
- Managed appointment scheduling, provider calendars, patient communications, and payment collection.
- Served as a resource for coworkers regarding registration procedures and patient service protocols.
- Assisted in maintaining efficient front-office operations and positive patient experiences.
Patient Service Advocate II - Care Spot Urgent Care - Jacksonville, FL
(2022-08 - 2022-09)
- Investigated, resolved, and documented patient complaints or concerns, ensuring compliance with organizational policies.
- Conducted patient satisfaction rounds, provide proactive service recovery, and support patient safety initiatives.
- Developed clear, compassionate communication when addressing complaints or concerns, including written responses.
- Assessed risk and triage issues, identifying legal, regulatory, or operational impacts when handling complaints.
- Managed patient registration, insurance verification, and front desk operations in a fast-paced urgent care setting.
- Coordinated with clinical staff to improve patient flow during high-volume periods.
- Addressed patient concerns and supported service recovery efforts while promoting a welcoming environment.
Senior/Customer Service Advocate (Remote) - OptumRx - Jacksonville, FL
(2018-10 - 2021-05)
- Served as a Subject Matter Expert for team members, providing guidance, coaching, and support during training and daily operations.
- Handled escalated or complex customer calls, resolving issues such as benefits, billing, eligibility, and authorizations.
- Assisted customers in navigating Optum/UnitedHealth Group systems, including websites and portals.
- Assisted members with pharmacy benefits, prescription orders, insurance claims, and medication-related inquiries.
- Served as a trusted resource for coworkers regarding claim resolution and customer service procedures.
- Coordinated with multiple departments to resolve member concerns and improve outcomes.
- Consistently met quality, productivity, and customer satisfaction goals.
