Crystal Jacobs Email and Phone Number

• Call Monitoring: Review incoming and/or outgoing patient, provider, client contacts and evaluate advocate performance based on a standard set of criteria.• Provide Leadership Support: Provide onsite leadership support to Quality Representatives, Business Partners, Customers by providing floor support, answering questions, responding to leadership requests, presenting quality program/initiatives• ReportingTrendAnalysis: Analyze and provide weekly/monthly trending analysis to Management… Show more • Call Monitoring: Review incoming and/or outgoing patient, provider, client contacts and evaluate advocate performance based on a standard set of criteria.• Provide Leadership Support: Provide onsite leadership support to Quality Representatives, Business Partners, Customers by providing floor support, answering questions, responding to leadership requests, presenting quality program/initiatives• ReportingTrendAnalysis: Analyze and provide weekly/monthly trending analysis to Management staff• Service Improvement Projects: Participate or lead projects to help drive quality improvements and/or expand services.• Calibration Sessions: Provide support to leadership and managment by participating in internal/external client calibration sessions. Show less

•Provide day-to-day oversight to the case manager team and coordination of case loads to ensure all case elements and task are completed timely and ensure cases move through the process as required.• Serve as a patient advocate and resource for case managers as they navigate through the reimbursement process while coordinating any additional patient access within program guidelines.• Performs daily quality checks on cases and report trends to leadership weekly. Completes… Show more •Provide day-to-day oversight to the case manager team and coordination of case loads to ensure all case elements and task are completed timely and ensure cases move through the process as required.• Serve as a patient advocate and resource for case managers as they navigate through the reimbursement process while coordinating any additional patient access within program guidelines.• Performs daily quality checks on cases and report trends to leadership weekly. Completes presentations/spreadsheets when information is complex.•Troubleshoot complex cases, spanning multiple disease states, while interfacing with key stakeholders (internal/external) to ensure optimal start to therapy.• Act as a point of contact for case managers to assist with prior authorizations and appeal requirements, provide guidance, answer process questions and address escalated issues when appropriate. • Provides support for at-risk patients and prescribers to help mitigate any lapse in the start or continuation of therapy.•Collaborates with other senior case managers, and quality team on a monthly bases to review quality trends, creating process improvements initiatives for the next month.•Prepares and presents team huddles, and client presentations as deemed appropriate Show less

• Coordinated and provided insight on 50+ caseload daily to ensure accurate and timely completion of case elements and tasks.•Engaged provider offices by creating awareness on payer issues and the appropriate claim submissions process, procuring $90k+ in reimbursements.• Nurtured a sustainable payment system that rewarded quality healthcare by setting up a reimbursement hotline addressing alternative funding strategies and providing funding assistance to low-income… Show more • Coordinated and provided insight on 50+ caseload daily to ensure accurate and timely completion of case elements and tasks.•Engaged provider offices by creating awareness on payer issues and the appropriate claim submissions process, procuring $90k+ in reimbursements.• Nurtured a sustainable payment system that rewarded quality healthcare by setting up a reimbursement hotline addressing alternative funding strategies and providing funding assistance to low-income patients.•Improved health out comes, especially for chronic diseases, by trouble shooting complex cases and spanning multiple disease states while interfacing with internal stakeholders, ensuring optimal patient access to therapy.•Streamlined medical claims management by ensuring accurate and timely documentation of payer information, obtaining authorizations and appeals• Collaborated with Pharmaceuticals to aid patients trying to obtain drugs by creating awareness with the providers on the best results-oriented prescription. Show less

•Serviced incoming calls from borrowers and provided updates on Loss Mitigation status.•Communicated effectively with borrowers regarding investors specific policies and federal guidelines.•Served as a liaison between the borrower and processors/underwriters reviewing their loss mitigation file•Responsible for accurately documenting all accounts and loss mitigating files while insuring all metrics were met•Maintained compliance with the Fair Debt Collection Practices and… Show more •Serviced incoming calls from borrowers and provided updates on Loss Mitigation status.•Communicated effectively with borrowers regarding investors specific policies and federal guidelines.•Served as a liaison between the borrower and processors/underwriters reviewing their loss mitigation file•Responsible for accurately documenting all accounts and loss mitigating files while insuring all metrics were met•Maintained compliance with the Fair Debt Collection Practices and regulatory guidelines by making appropriate disclaimers, disclosures, and other necessary information for the interactions•Responsible for contacting borrowers and actively collected on past due balances•Assisted borrowers with processing payment via checking account and educating on additional payment options•Investigated borrowers accounts and finances to determine eligibility on repayment options.•Ensured monthly goals were met by maintaining an above average ACW, AHT, ATT and scheduled adherence Show less

• Effectively skipped trace to locate customers with past due balances.• Strong knowledge of FEDCPS and TCPA• Negotiated effectively•Counseled and assisted customers in determining their best options in an effort to eliminate their debt• Assembled customer settlement request for management approval• Obtained authorizations and worked with third party debt consolidation agency and attorneys to negotiate settlements to clear delinquent balance•Maintained a personal… Show more • Effectively skipped trace to locate customers with past due balances.• Strong knowledge of FEDCPS and TCPA• Negotiated effectively•Counseled and assisted customers in determining their best options in an effort to eliminate their debt• Assembled customer settlement request for management approval• Obtained authorizations and worked with third party debt consolidation agency and attorneys to negotiate settlements to clear delinquent balance•Maintained a personal portfolio of customer repayment plans to make sure payments are made and processed on time. Show less

•Made outbound calls to insurance members to enroll them in qualifying health programs.•Reviewed members accounts and verified medical conditions were accurate and updated accordingly• Educated members on how the programs benefited them with their current health conditions•Acted as a point of contact between members and their appointed nurse by setting appointments for follow up callsand call backs regarding specific needs.• Documented detailed notes for nurse case managers… Show more •Made outbound calls to insurance members to enroll them in qualifying health programs.•Reviewed members accounts and verified medical conditions were accurate and updated accordingly• Educated members on how the programs benefited them with their current health conditions•Acted as a point of contact between members and their appointed nurse by setting appointments for follow up callsand call backs regarding specific needs.• Documented detailed notes for nurse case managers to review prior to taking the call or returning calls back tomembers• Followed all federal guidelines for identifying members through HIPPA, verifying driving consent, authorizingphone consent, and getting legal ADA/GINA authorization•Maintained above average ACW, AHT, ATT and schedule adherence Show less