Patient Access & CSR Professional with HIPAA focus

JONELLE VANDEMAN — Customer Service Representative Patient Access HIPAA

Los Lunas, NM • 505-***-**** • ***************@*****.*** • Remote-ready (M–F, 7:00 a.m.–6:30 p.m. CST)

Professional Summary

Customer first supervisor pivoting to CSR/Patient Access roles. Four years leading high volume order workflows, training staff, and resolving issues end-to-end; prior home-health experience with HIPAA/PHI. Calm de-escalation, precise documentation, and one call mindset. Currently completing B.S., Criminal Justice

(SNHU).

Core Skills

Inbound/Outbound Calls (40+/day) • One-Call Resolution • Case Notes & Documentation • CRM & Ticketing

(rapid learner) • Person-Centered Communication • HIPAA/PHI • Order Management & Customer Updates • Insurance & Benefits Basics (Medicare/Medicaid/HMO/PPO) • Scheduling/Check-In/Out • Microsoft Word • Remote Work Discipline

Experience

Supervisor — Local Screen Printing Company, New Mexico Nov 2021–Present

Coordinated 25–40 custom orders/week; maintained ~98% on-time delivery via daily huddles and workflow tracking.

Handled customer calls/emails; clarified specs and resolved issues, achieving ~75–85% same-call resolution.

Trained 5–8 teammates on safety, QA checks, and customer updates; reduced rework ~20% after adding a 2-step proof.

Documented job details, changes, and approvals for seamless handoffs and audit trail. Resident Care Provider — Precious Moments Home Health, Albuquerque, NM May 2020–May 2022

Supported ADLs (hygiene, feeding, mobility); documented observations and maintained safe, organized environments.

Protected privacy/PHI; followed protocols and communicated calmly with families and staff. Home Health Aide — Onyx Supported Living LLC, Albuquerque, NM Sep 2015–Jul 2018

Delivered in-home care; logged services and condition changes; safeguarded privacy.

Coordinated errands/meals and light housekeeping to maintain safe settings. Volunteer, Executive Assistant — Lady Royals Ongoing, as available

Scheduling, communications, and event support.

Education & Training

Southern New Hampshire University (SNHU) — B.S., Criminal Justice, In Progress Ultimate Medical Academy — Diploma, Medical Administrative Assistant (2025) Certificate: HIPAA Essentials for Healthcare Professionals Selected Achievements

High Academic Honors / Dean’s List / Honor Roll.

Recognized for clear communication, documentation accuracy, and fast problem resolution.

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