My experience includes healthcare customer service, team leadership, employee training, technical documentation, and stop-loss claims support. I began by helping members and providers understand healthcare information, then moved into leadership, training and stop-loss. My background also includes creating reference materials, organizing documentation, and maintaining accurate claims and reimbursement records.

JMS Associates  (Acquired by Smart Data Solutions )  January 2020 - June 2025

Customer Service Representative — Call Center Team Lead & Customer Service Trainer

I started as a Customer Service Representative, answering calls from providers and members. I helped callers understand benefits, eligibility, claim stages, payments, denials, and appeals. This required reviewing information, listening carefully, and explaining healthcare processes in language that callers could understand.

After one year, I was promoted to Call Center Team Lead and Customer Service Trainer for my team. I used my experience answering calls to train employees on systems, procedures, healthcare information, and customer service expectations. I provided step-by-step instructions and guidance to help employees become more comfortable handling their responsibilities.

Skills demonstrated: Customer service, benefits and eligibility support, claims knowledge, problem-solving, professional communication, team leadership, employee training, and coaching.

Call Center Training Team — Clearinghouse Department 

I created and maintained policies, procedures, system guides, job aids, and training materials to help employees perform their work. I organized these resources into a SharePoint knowledge base so employees could find and use the information they needed.

I also trained new employees and employees referred from other departments. I worked with managers and subject-matter experts to understand processes, maintain accurate documentation, and provide clear instructions. My training included explaining tasks, demonstrating system steps, and supporting employees as they practiced.

Skills demonstrated: Technical writing, document management, content maintenance, SharePoint knowledge base development, new hire onboarding, systems training, guided practice, and collaboration with managers and subject matter experts.

Stop-Loss Claims Support — BPO Department

I entered payer and member information to support the submission of stop-loss claims to reinsurance carriers. I maintained Excel spreadsheets and checked that the reimbursement amounts recorded for each patient matched the payer’s reimbursement information.

I also entered member information into Excel spreadsheets used as departmental transaction statements. These responsibilities required accurate data entry, careful review, and organized recordkeeping.

Skills demonstrated: Stop-loss claims support, payer and member data entry, Excel spreadsheet maintenance, reimbursement verification, claims documentation, and departmental transaction records.

Instructional Design 

While I am developing my formal instructional design knowledge through education and coursework, I have recognized that many practices I used in my professional training roles align with instructional design principles. I am now building on that experience through my studies in ADDIE, Bloom’s Taxonomy, Gagné’s Nine Events of Instruction, and eLearning development. For example, I believe learning should include clear expectations, practical examples, demonstrations, and opportunities to practice. I also believe understanding learners’ backgrounds and prior knowledge helps me connect instruction to their needs.

• Clear communication: Explaining healthcare information and work processes in understandable language.

• Technical writing: Turning processes into step-by-step guides, procedures, job aids, and training materials.

• Document and records management: Keeping reference materials, spreadsheets, and departmental records organized and current.

• Training and coaching: Helping employees learn systems and responsibilities through explanation, demonstration, and practice.

• Data accuracy: Entering information carefully and checking records against supporting information.

• Collaboration: Working with managers, subject matter experts, and employees across departments.

Technology Use: 

• Microsoft 365 Suite:  Word, PowerPoint, Excel, SharePoint, Outlook

• Video & Phone Software: Teams, Zoom, Google Meet, Cisco WebeX, Ring Central, Aircall

• Benefit Management Platforms: Javelina,  Anthem, Bluecross payer portals, LuminX,  EDI & Clearinghouse SDS Quick Claim & Data Stream

• CRM and Call Center Platforms: Salesforce, HubSpot 

• Authorizing Design Tools: Articulate Rise 360, Canva.

Education:

• Bachelor of Arts in Instructional Design — In progress, University of Arizona Global Campus; anticipated completion in 2027.

• Medical Office Administration Certification — SJVC Bakersfield, 2019.

• Associate Degree in Early Childhood Administration — University of Arizona Global Campus (Ashford University), 2012.