Jess Garner Email & Phone Number

Minneapolis, Minnesota, United States

• Administered the Patient Care Network, a program designed to strengthen the therapeutic alliance and improve patient outcomes for the approximately 30,000 Hazelden Betty Ford patients discharged annually
• Updated and maintained the Patient Care Network database, including metadata for over 750 quality, ethical providers used to make outbound referrals
• Executed due diligence on new providers to confirm licensure, endorsements, and accreditations, and assess industry reputation and business practices to ensure quality of referral sources and promote patient safety
• Trained internal staff to use the Patient Care Network and associated tools to make effective referrals, using virtual and in-person training sessions in addition to communicating via digital content
• Chaired a monthly 30-member advisory board meeting to set policy, discuss strategy about providers, and review potential new providers to add to the Patient Care Network
• Facilitated requests from clinical staff to identify providers that fill a geographic, demographic, or level of care gap in the network

• Led content management team supporting projects and knowledgebase for Service Delivery contact center and Operations processing teams
• Collaborated with leaders and peers to set strategic vision for organizational knowledge and learning
• Anticipated customer needs to author/maintain content and craft communications that increased customer self-service while aligning with company brand standards
• Worked extensively with end users and subject matter experts to retain and document tacit/institutional knowledge
• Responsible for change management communication for the enterprise-wide projects
• Managed team through implementation of new software platform, including operational change management

• Developed and maintained strong consultative relationships with business partners across the Ameriprise organization to provide a high level of support, process knowledge, and consistency
• Served as liaison between a high-volume call center and various projects to mitigate negative impacts and bad demand to the call center
• Worked with project teams to launch new online tool functionality for advisors and clients
• Documented policies and procedures used by phone teams to answer advisor and client questions

• Supported Process Control Analysts with updating documentation, including both annual document reviews and ad hoc project support
• Created documentation for new processes and procedures, supporting products across Phone Operations
• Assisted in documentation efforts for conversion of brokerage software to Thomson One
• Responsible for assigning projects to Process Control Analysts

• Assisted advisors and clients with long-term investment products
• Participated in pilot flexible workforce group cross-trained from annuities to insurance
• Proficient in product and process knowledge for both annuity and insurance products
• Kaizen certified

Education record

Bachelor Of Arts - Ba, Psychology