Jessica Caslake
Surprise
Summary
Dedicated professional in healthcare administration with extensive customer service experience. Demonstrates meticulous attention to HIPAA compliance while managing sensitive information. Recognized for consistent performance in resolving complex issues and delivering exceptional support.
Overview
17
17
years of professional experience
Work History
Reservation Specialist
Best Western Hotels
01.2025 - 01.2026
- Assisted guests with reservations for Best Western hotels worldwide.
- Answered customer inquiries and provided accurate information regarding hotel accommodations and services.
- Routed calls to appropriate departments to ensure efficient resolution of guest needs.
- Consistently ranked among top performers for reservation bookings and customer service metrics.
Customer Service Representative
Blue Cross Blue Shield of Arizona
01.2021 - 01.2024
- Managed customer accounts and maintained accurate account documentation.
- Assisted members with claims, billing inquiries, and benefit-related questions.
- Resolved customer concerns by identifying appropriate solutions and ensuring timely follow-up.
- Adhered to company policies, procedures, and regulatory requirements while providing exceptional service.
Quality Analyst
TriWest Healthcare Alliance
01.2016 - 01.2020
- Served as a primary point of contact for crisis-related calls within the Quality Department.
- Conducted quality audits and maintained knowledge of multiple audit processes and standards.
- Demonstrated proficiency with ICD-10 and CPT coding systems.
- Performed detailed data entry and quality reviews while maintaining high accuracy standards.
- Adapted quickly to changing priorities and successfully supported multiple departmental functions.
- Worked effectively both independently and collaboratively within a team environment.
Insurance Verifier
Canyon Surgery Center
01.2009 - 01.2015
- Obtained and monitored insurance authorizations, ensuring timely approvals for surgical procedures.
- Registered patients and verified insurance coverage for scheduled surgical procedures.
- Calculated patient financial responsibility and communicated detailed benefits information to prepare patients for surgery.
- Investigated claim denials, resolved issues, and resubmitted claims to secure reimbursements.
- Contacted insurance carriers regarding claim status and payment inquiries.
- Processed incoming mail, posted payments in the AdvantX medical software system, and maintained patient records.
- Prepared and organized medical charts for upcoming surgical procedures.
Education
Bachelor of Science - Psychology
Grand Canyon University
Phoenix, AZ05-2025
Skills
- Reservation Management
- Booking Coordination
- Reservation Systems
- Insurance verification
- Customer Service Excellence
- Customer Privacy
- Medical Terminology
- Data management
- Microsoft Office Suite
- Attention to Detail
- Multitasking and Time Management
- Problem-Solving
- Written and Verbal Communication
- Team Collaboration
- Service Quality
Timeline
Reservation Specialist
Best Western Hotels
01.2025 - 01.2026
Customer Service Representative
Blue Cross Blue Shield of Arizona
01.2021 - 01.2024
Quality Analyst
TriWest Healthcare Alliance
01.2016 - 01.2020
Insurance Verifier
Canyon Surgery Center
01.2009 - 01.2015
Bachelor of Science - Psychology
Grand Canyon University