Jessica Hebert Email & Phone Number

• Implementation project management of healthcare claims/payment software specific to work comp/auto property and casualty claims and payments. Enterprise/MidMarket healthcare provider, health system, and software vendor client base

Atlanta Metropolitan Area

Identified, researched, and executed resolution of claim, eligibility inquiry/response, and claim status EDI issues for transactions in the Waystar software platform across multiple product lines and solutions. Clients included Enterprise hosptial/health systems, and small to medium providers. Facilitated account and process change/adjustment based upon client needs and Trading Partner feedback. Collaborated internally with cross functional teams to facilitate problem solving, solution execution and continuity of client success. Commanded and applied knowledge of ANSI x12 837, 835, 275, 276, 270, 271, 999, 277 transaction implementations, XML, as well as API and FTP/SFTP during troubleshooting. Communicated via phone, email, and various payer/clearinghouse web portals with EDI Trading Partners about client issues to mitigate disruption of their revenue flow. Advocated for clients with trading partners and effectively communicated information back and forth between the two parties.

Pioneered a new Client Advocacy department and designed it's program to bridge organizational gaps between the Operations and Client Success Teams, reduce attrition, and improve client satisfactionEstablished and maintained SOPs, developed KPI metric guidelines, authored/executed Strategic Training and Coaching Plans, Established Performance Improvement Plan Guidelines to align with of customer trends and employee performance measurablesDeveloped the initiatives above using in depth account analysis, client satisfaction metric trend analysis, and collaboration from cross functional teams.Implemented immediate organization-wide remediation plans for client concerns/issues to address escalated concerns within 48 hours of client contactTracked/documented remediation plan roadmap, progress and completion resolution in Salesforce, JIRA, and Zendesk.Reduced attrition margin month over month, year over year and grew customer satisfaction ratings as measured by multiple satisfaction rating systems from time of program go-live and forwardPerformed in-depth account analysis and audits of employee/customer interactions preventatively.Strategically implemented operational improvement strategy via company-wide training initiatives based upon analysis Presented data visualizations regarding initiatives to executive leadership, operations management and cross-functional teams Coordinated and led collaborative strategy sessions with executive leadership and operations to utilize take-aways for improved go-to-market strategy and product/service development and improvement

Atlanta, Georgia

• Develop and implement evidence-based strategies for successful breastfeeding outcomes in a clinical outpatientsetting.• Ongoing case management to ensure maternal success and appropriate infant weight gain, referring patients to specialists for intervention when necessary.• Coordinate with team of multiple care providers across disciplines to ensure continuity of care.• Compile data from client assessments into reports for medical record purposes, utilizing electronic medical recordsoftware.• Educate families about normal newborn behavior, infant feeding cues, and methods for responding to them appropriately.• Establish partnerships with community organizations to provide additional resources related to women's health and education.• Authored white papers and knowledge articles on relevant topics related to pregnancy, birth, newborn behavior,lactation, and women's health for publication on the companywebsite.