Victoria Jacques Email & Phone Number

New York, United States

I am a vital part of a dynamic team, focusing on enrolling patients in our healthcare service and ensuring their satisfaction. My role involves engaging potential patients over the phone, providing detailed information about our healthcare service, addressing any questions, and facilitating their enrollment. I am responsible for educating patients and their families, offering technical support, and scheduling sessions with our care team.

New York

As a Client Relationship Specialist, I delivered exceptional support to clients throughout their post-sales journey, from implementation to renewal. I provided guidance on employee benefits, self-insurance, third-party insurance, and escalations to ensure the best experience for our clients. To ensure a seamless user experience, I worked closely with our web development and engineering team to create and maintain a seamless client and member portal, conducting thorough testing of new features and resolving issues promptly. As an effective intermediary between clients and internal teams, I built strong relationships with clients and internal stakeholders to facilitate effective communication and collaboration, promptly addressing and resolving issues as they arose. I also partnered with the finance team to review and approve high-value claims exceeding $10,000 and client funding requests, ensuring accurate and timely processing. By fostering partnerships with key stakeholders, such as HR directors, brokers, pharmacy benefit managers, and insurance carriers, I enhanced the customer experience and maintained high levels of satisfaction for clients and members while driving positive change and continuously improving processes. My commitment to delivering exceptional support and driving positive outcomes contributed to the overall success of our team and the satisfaction of our clients.

New York, New York

As a Provider Relations Specialist, I managed national accounts of laboratories and clinics, developing and maintaining strong relationships with all providers. My focus on member satisfaction involved ensuring timely resolution of escalated issues, reconciling outstanding treatment authorizations, and providing guidance on fertility coverage and billing abrasions through oversight of the ticket queue. In addition, I analyzed provider claims to ensure accurate processing and payment. Collaboration with internal teams, including Account Management, Patient Care Advocacy, and Sales, allowed for comprehensive onboarding and education of clients, providers, and members. I also contributed to the development and improvement of the Billing Specialist role by creating and implementing new workflows and processes in partnership with senior management. My commitment to effective communication and process improvement contributed to the overall success of our team and the satisfaction of our clients.

As a Medicaid Managed Long-Term Care Plan service coordinator, I streamlined communication between patients, caregivers, medical staff, and healthcare providers to ensure a seamless transition of care for newly enrolled members. I facilitated the prompt initiation or continuation of home health care services and ensured the timely completion of authorizations, enabling members to receive their services promptly. With a focus on enhancing quality and cost outcomes, I effectively communicated member issues or needs and proactively monitored member screening. Through these efforts, I played a vital role in providing high-quality care and support to those in need.

As a support worker in a supportive housing setting, I provided harm reduction and recovery-oriented services, as well as outreach to individuals in the program. My role involved teaching daily living and conflict resolution skills to those with mental health concerns, and developing and implementing service plans based on each participant's goals. To ensure progress was being made, quarterly service plan reviews were conducted, and plans were revised as needed. In addition, I produced and maintained thorough and accurate documentation of all interactions, including progress notes and collateral contacts, ensuring timely and efficient record-keeping. My program participants included those who were previously homeless, incarcerated, or transitioning from a hospital setting.