JESSICA SANTIAGO-RUSSELL

— Collections Customer Engagement Billing Management —

Schererville, IN mobile: 773-***-**** email: ad16sh@r.postjobfree.com

summary

Diligent, detail-oriented, and analytical Provider Service Coordinator and aspiring Claims Adjuster, recognized for 15+ years of experience across the health insurance, banking, and real estate industries, including at Cigna, JP Morgan Chase, Bank of America, and Aon Corporation.

öVersatile in managing and resolving customer billing inquiries and disputes, ensuring the highest levels of client satisfaction and operational excellence.

öHighly skilled in analyzing and interpreting complex claims data, policies, and procedures, with a keen eye for detail to ensure accuracy and compliance in all transactions.

öAdaptable to evolving business environments, skilled in training and leading diverse teams, and excelling in fast-paced, high-pressure settings.

experience & impact

Cigna Health Spring 2019– Present Chicago, IL

Provider Service Coordinator 01/2023 – Present

Coordinate daily routes for Nurse Practitioners; manage appointment scheduling and confirmations.

Maintain and update Nurse Practitioner rosters; adhere to HIPAA and compliance guidelines.

Assist in onboarding new nurse practitioners; create and track provider supplies, including care kits.

Analyze productivity and operational procedures; responsible for training and coaching new employees.

Audit scheduling for quality assurance; assist in conducting interviews and final selection for new hires.

Liaise with insurance companies to ensure smooth coordination of care & compliance with policy requirements.

Health Risk Assessment Representative 01/2019– 01/2023

Manage a high volume of customer calls; handle inquiries and complaints professionally.

Verify client information with Cigna, UHC, Care First BCBS; schedule health risk assessments while upholding privacy.

Maintain high performance in metrics, including average handle time, quality, and customer satisfaction rates.

Train new hires in salesforce and call center operations, recognized for strong customer focus and dependability.

Facilitate communication with insurance companies to ensure accurate and timely processing of claims.

Elite Rentals & Invest Chicago, IL

Billing & Collections Specialist Supervisor 08/ 2016 – 11/2023

Managed policy-level requests, resulting in an increase in customer satisfaction rates through prompt and accurate handling of policy and billing inquiries, cancellations, profile updates, billing adjustments, and refunds.

Streamlined weekly charge and payment entry processes, improving financial accuracy and successfully coordinating all legal and eviction claims.

Developed and implemented a systematic approach for legal documentation preparation, including 5-day, 48-hour, and 30-day notices, reducing process time and ensuring timely compliance for all delinquent properties.

Enhanced owner communication, clarifying and rectifying incomplete or inaccurate account information, leading to a reduction in owner inquiries and disputes.

Spearheaded the initiative to correct and complete all rental income entries, achieving 100% accuracy and improving financial reporting reliability.

Implemented a thorough process for analyzing and interpreting payee reports, ensuring daily accurate dispatch to property owners, leading to improved transparency and owner satisfaction.

Conducted proactive follow-ups on unpaid rental accounts identified through aging reports, resulting in a reduction in outstanding receivables.

Assisted in the reconciliation of maintenance, lease deposits, and rents, contributing to a reduction in discrepancies and enhanced financial integrity.

Supported billing audit processes, providing critical information upon request, which led to an improvement in audit efficiency and accuracy.

Processed all refund requests daily, maintaining a peak accuracy rate and ensuring customer satisfaction through timely financial adjustments.

experience & impact

JP Morgan Chase Bank 2008 – 2016 Chicago, IL

Litigation Specialist 08/2008 – 7/2012

Streamlined the organization, collection, and indexing of legal documents, enhancing efficiency in legal proceedings.

Provided key support in preparing legal reports and briefs, contributing to the successful resolution of multiple cases.

Served as an effective liaison between internal departments and outside counsel, fostering seamless communication and case progression.

Prepared legal arguments and obtained affidavits, ensuring thorough and persuasive case presentations.

Conducted comprehensive legal research and cite checking, drafting pleadings, and proofreading, which improved the accuracy of legal documents.

Delivered exceptional legal services, effectively resolving a variety of customer-related disputes and inquiries.

Mortgage Loan Processor 07/2012 – 1/2014

Conducted thorough evaluations of loan applications, guiding clients to the most suitable mortgage options.

Successfully gathered and verified all required documentation, enhancing the accuracy and reliability of loan applications.

Acted as a vital point of contact between loan officers, underwriters, and clients, ensuring clear and efficient communication.

Conducted final reviews of loan files before closing, ensuring all requirements were met and improving client satisfaction.

Business Analyst 01/2014-07/2016 /q– 07/2016

Led the documentation, review, and design of business processes and systems, tailored to client needs, improving operational efficiency.

Expertly evaluated information from multiple sources, resolving conflicts and providing clear, actionable insights.

Proactively communicated with both external and internal clients, effectively gathering and analyzing information needs and functional requirements.

Managed and monitored the status of various projects, adeptly mitigating risks and managing client expectations.

Processed accounts payable, receivables, and other financial statements for clients, ensuring accuracy and compliance.

Assisted attorneys in preparing trial documents, contributing to the successful presentation of legal cases.

Prepared and maintained internal approval documents and reports, effectively monitoring and reporting on revenue trends and portfolio dynamics.

early career

Account Management Bank of America 3+ Years

Collection and Repossession Supervisor Aon Corporation 2 Years

education

Wilbur Wright College

core competencies

Customer Service Excellence Claims Management Customer Billing and Collections Dispute Resolution Data Analysis Communication Skills Leadership HIPAA Regulatory Compliance Scheduling Coordination Legal Documentation Time Management Process Improvement Training & Development Quality Assurance Project Management Reporting & Documentation Policy Interpretation Negotiation Skills Financial Analysis Risk Assessment Conflict Resolution Customer Relationship Management Strategic Planning

additional information

Technical Skills: Salesforce, JIRA, Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)

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