Jessman 'Renae' Owens
Monette
Summary
Experienced mental health peer to peer advocate. Experienced customer service representative with 5+ years call center experience. Experienced in effective advocacy for healthcare for all. Recognized for consistently resolving problems and improving customer and client satisfaction. Demonstrated expertise in behavioral health management and crisis resolution, ensuring effective support for individuals in need. Possesses strong proficiency in medical terminology, facilitating clear communication and understanding within the healthcare field. Skilled in strategic planning for case management, optimizing resources to provide comprehensive and efficient services.
Overview
12
12
years of professional experience
Work History
Medical Records Clerk
Elevance Health
02.2023 - Current
- Ensured HIPAA compliance by adhering to ntiality guidelines when handling sensitive patient information.
- Identified and rectified discrepancies in patient records, maintaining high levels of accuracy.
- Responded to external requests for patient information, adhering to strict privacy regulations.
- Researched and resolved medical record discrepancies.
- Identified new methods to optimize medical records management.
Patient Registrar
Arkansas Methodist Medical Center
05.2022 - Current
- Facilitated timely check-in by greeting visitors and establishing purpose of visits.
- Accurately inputted patient and insurance information into company's computer system.
- Coordinated with nursing staff to process and direct patients to appropriate departments
- Collected and processed co-payments and out-of-pocket charges.
Customer Service Associate
CVS Caremark
12.2021 - 04.2022
- Helped customers every day with positive attitude and focus on customer satisfaction.
- Informed customers about special promotions and provided detailed information for various products.
- Established proven record of number one regional seller of store benefit.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Patient Access Registar
Ozarks Healthcare
04.2021 - 09.2021
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
Patient Access Representative
Mercy Hospital Springfield
11.2020 - 04.2021
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
Behavioral Health Call Line Program Director
National Alliance On Mental Illness NAMI SWMO
07.2015 - 08.2018
- Answered inbound customer service calls to assist with questions, concerns or problems related to behavioral health.
- Upheld cultural competency to include all populations.
- Maintained contact with clients and peers to request referrals.
- Recognized and documented trends in client calls to facilitate process improvements.
- Awarded top three non-profits in Southwest MO.
- Provided ongoing direction and leadership for program operations.
Call Center Supervisor
NPC International, Pizza Hut
08.2013 - 06.2015
- Supervised 150 + call center employees.
- Monitored call quality and provided individual constructive feedback and addressed areas in need of improvement.
- Increased efficiency and productivity through effective staff training regarding call resolution techniques.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Education
Associate of Science - AAPC Professional Medical Coding And Billing
Ozarks Technical Community College
Springfield, MO12.2019
Associate of Arts - General Education
Ozarks Technical Community College
Springfield, MO12.2017
Skills
- Cultivating Relationships
- Care Plan Development
- Information and Resource Referrals
- Empathetic Engagement
- Effective Issue Resolution
- Benefits Communication
- Culturally Competent
- Adaptable Team Contributor
- Organizational growth
- Healthcare systems navigation
Skills
- Patient Relations
- Patient Information Management
- Critical Thinking
- Referral Verification
Timeline
Medical Records Clerk
Elevance Health
02.2023 - Current
Patient Registrar
Arkansas Methodist Medical Center
05.2022 - Current
Customer Service Associate
CVS Caremark
12.2021 - 04.2022
Patient Access Registar
Ozarks Healthcare
04.2021 - 09.2021
Patient Access Representative
Mercy Hospital Springfield
11.2020 - 04.2021
Behavioral Health Call Line Program Director
National Alliance On Mental Illness NAMI SWMO
07.2015 - 08.2018
Call Center Supervisor
NPC International, Pizza Hut
08.2013 - 06.2015
Associate of Arts - General Education
Ozarks Technical Community College
Associate of Science - AAPC Professional Medical Coding And Billing
Ozarks Technical Community College
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