Bilingual Customer Service Representative (Work From Home)

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RESUME

MARIA H. JACKSON

*** **** *** *****

Bountiful, UT 84010

Phone: 801-***-****

Email: ********@*****.***

CAREER GOAL:

I have 41 years of customer service and management experience. I am seeking a position as a customer service representative to work from home. I am bilingual, English and Spanish.

EXPERIENCE:

Health Program Representative II (4/1/2019 – 11/29/2024, Retired)

Utah Department of Health, Salt Lake City, UT

Assisted Medicaid members with health plan selections using the Prism Program to post the health plans selected.

Provided education on Medicaid coverage and informed them if they had copays or not. Assisted them in finding providers under their plans. also provided contact information to find specific providers they were seeking.

Assisted Medicaid member with finding providers who were on Fee for Service Network if they did not have a health a plan especially those members who lived in rural areas that were not required to have one of the four health plans, i.e., Health Choice Utah, Molina, University of Utah, or Select Health.

Aided pregnant women and children to choose one of the two dental plans, Premier Access, or MCNA.

Provided education on dental coverage for whichever plan pregnant women chose, I would give them the dental plan contact information to find a dentist, or I would search providers for them if they requested my assistance.

For parents enrolling their children in CHIP (Children's Health Insurance Program). I would go over the three plans, Molina, Select Health, and the University of Utah. And the two CHIP dental plans, Premier Access CHIP or MCNA CHIP Provided basic CHIP coverage for their children. Posted the plans the parents selected for their children.

Health Program Specialist II,

Primary Care Network (PCN) 11/29/2004 – 3/31/2019

Utah Department of Health, Salt Lake City, UT

Assisted members enrolled in the Primary Care Network to find specialists for services not covered by their plan on a donated basis or at reduced cost.

Coordinated medical referrals received by primary care physicians helping find specialists free of charge or low cost.

Coordinated and advocated for the PCN members through local hospitals for outpatient services, such as MRIs and CT scans, etc.

Worked with Revere Health Clinics who agreed to provide donated care to the PCN population. I also worked with Intermountain Health for charity assistance for medical services at a reduced cost. The Utah Department of Health also had a contract with the University of Utah for donated medical care. I worked with all the University clinics in getting their patients specialty care through their network.

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EXPERIENCE, cont’d – Primary Care Network (PCN)

Established members with a primary care provider that would accept PCN

Educated PCN members that the plan only covered primary care services, and basic dental. Explained that the plan did not cover specialists and that they would need their family physician to send me a referral(s) for the specialists they needed to see. I scheduled their appointments; send out appointment notices and written notification sent to their providers of the outcome of their referrals.

Reminded PCN members that they were not to use the hospital emergency room for services that their physicians could provide in their clinic office. They were to go to the emergency room in case of serious medical need. Explained that if their emergency room visit(s) were not coded as an emergency, the member would be responsible for payment.

Educated physicians, clinics, and hospital staff on how PCN worked.

Developed a tracking system for incoming referrals to monitor progress of services the PCN population received. Our tracking system was used as a reporting tool on the success rate or unsuccessful.

Recruiting physicians who would be willing to provide donated medical care or at a discount rate.

Conducted in-service training for clinical staff or community agencies when invited.

Served as a resource for physicians and clinics.

Patient Account Representative (7/8/2004 – 11/23/2004)

Intermountain Creek Plaza, Murray, UT

Processed financial assistance applications for patients who did not have health insurance who were facing hardship in paying medical bills. Depending on the patient’s income, I would write off their account to charity or collaborated with them in setting up a payment arrangement plan that would work for them.

Had to send bad debt accounts to collections after 120 days.

Client Advocate (2/24/2003 – 6/30/2004

Health Access Project, Salt Lake City, UT

Completed intake process for clients who were not eligible for Medicaid to see if they qualified for donated medical care and of they did not qualify for donated medical care, I worked with them for services at a reduced cost.

Monitored and provided monthly statistics of total clients served.

Kept current with case management practices and community resources.

Developed cultural awareness and utilized second language materials in coordination with the Multi-Cultural Coordinator.

Scheduled medical appointments for clients and obtained translators if required.

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Administrative Financial Assistant (8/25/1997 – 6/30/2002

Saint Paul Elementary School, Wilmington, DE

Main responsibility of this position was to collect tuition

Worked closely with families in setting up payment arrangements for tuition accounts that were three or more months.

Reported weekly to the pastor and principal of all incoming tuition and accounts that were delinquent.

Assisted families in applying for financial assistance.

Collaborated with collection agency in attempting to collect past due tuition on accounts over 120 days.

Light bookkeeping

Responsible for tracking scholarship disbursements.

Reviewed incoming financial assistance applications for approval or denial with the pastor and principal.

Assisted pastor in student recruitment.

Office Manager, Tiny Steps Prenatal Program 3/25/1997 – 8/15/1997)

Westend Neighborhood House, Inc., Wilmington, DE

This program was funded by St. Francis Hospital to provided free prenatal medical care to illegal pregnant women. We had a team of OB/GYN who donated their time to provide donated care.

Managed a small prenatal office.

Provided billing training and policies and procedures for billing Emergency Medicaid for illegal pregnant women.

Assisted in developing and implementing a charity process in conjunction with Saint Francis Hospital for prescriptions.

Provided Spanish interpreting services to doctors and nurse practitioners when needed

Assisted in providing orientation sessions in Spanish for pregnant women who did not speak English when requested.

Assisted in translating orientation packages with the social workers for our patients.

CSBG Case Manager 3/25/1997 – 8/15/1997

Westend Neighborhood House, Inc., Wilmington, DE

The focal purpose of this position was to assist welfare recipients to become self-sufficient.

Completed intakes to verify that clients were eligible for the program.

Assisted clients with employment, education and housing if needed.

For those clients who did not complete high school, I assisted them in signing up for GED Program.

Aided Spanish speaking clients who did not speak English to enroll in ESL Program.

Managed a case load of seventy-five clients and met with them every month and completed an assessment of their progress

Enrolled clients in money management programs that were available.

Clients with disabilities were referred to Vocational Rehabilitation.

For clients in crisis, in finding housing, heat, food, etc., were referred to social service agencies and food banks.

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Religious Education Coordinator 9/10/1995 – 6/30/2002

Saint Paul Roman Catholic Church, Wilmington, DE

Coordinated the religious education program of consisting of 259-300 children and 295 families.

Implemented religious education curriculum with the approval of the pastor.

Recruited volunteer parishioners to teach religion during the summer months of August-May.

Conducted in-service training to volunteers according to diocesan policies.

Conducted monthly parent meetings regarding preparation of the sacraments for their children.

Prepared monthly liturgies for the children enrolled.

Assisted the priests in identifying sacramental needs of the families of their children enrolled in the program.

Prepared a monthly newsletter (English/Spanish) for parents.

Conducted open enrollment for families to sign up for the religious education program.

Religious education classes were also conducted for Spanish speaking children who did not speak English.

Did in-home education classes for disabled children due to the school not having a ramp or elevator.

Church Secretary 7/24/1983 – 8/4/1995

Saint Paul Roman Catholic Church, Wilmington, DE

Served as a receptionist of incoming calls and welcomed visitors or parishioners who had appointments.

Basic secretarial duties performed, filing, typing, light bookkeeping.

Maintained all church records of the sacraments (Baptism, Communion, Confirmation, Marriage and Death Registers).I was responsible for entering sacrament information in the church books.

Weekly preparation of church bulletins in English and Spanish

EDUCATION:

Iowa Central Community College (online), Fort Dodge, IA

Studied Health Care Administration (incomplete)

Loyola University, Institute for Ministry, New Orleans -- 9/1992 – 6/1996

Delaware Technical Community College, Wilmington, DE

Studied Criminal Justice (incomplete) --.8/1983 – 5/1984

Jules E. Mastbaum Technical/Vocational High School, Philadelphia, PA

Graduated with Diploma --6/16/1977

Revised 10 July, 2026

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