Jessica Norman-Hughes has over 10 years of experience in healthcare and customer service roles. She is seeking a position that utilizes her strong skills in areas like multitasking, project management, problem-solving, and customer service. Her resume highlights experience as a medical assistant, customer service representative, and team lead with duties like managing schedules, coordinating classes and events, handling high call volumes, and providing clinical assistance.

1. JESSICA NORMAN-HUGHES
Professional Medical
Assistant/Customer Service
Representative with over 10 years’
experience encompassing Team Lead-
Project Management and supervision.
RESUME

2. JESSICA NORMAN-HUGHES
Tel: (904) 770-9995 | Email: Jessica.norman@jaxhealth.com
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Objective: I am looking for a highly fulfilling position in healthcare where my strong skills and knowledge of
office/clinical procedures will be used to full capacity and potential.
Summary of Qualifications
Ability to multitask Project management
Problem solver Leadership
Ability to take rational initiatives Self-motivated
Ability to bring project to fruition ICD 9 and 10
Strong knowledge of Athena-ECW-Allscripts Ability to foresee needs.
Outstanding knowledge of Microsoft Office Outstanding customer service skills
6 years of healthcare experience 10 years of customer service.
Venipuncture- Suture removal Ear irrigation
Experience Summation
March 2010 - Present
CMA/Office Specialist Northside Primary Care at St. Vincent’s Healthcare
 Manage monthly schedule for timeshare specialists (Nephrology-OBGYN-Cardiology)
 In charge of preparing, monitoring and submitting staff calendar.
 In charge of coordinating Smoking Cessation classes.
 Patient registration (Check in- Check out- Insurance verification – Co-pay and past due payment
collection)
 Process referrals- Obtain prior authorizations- Prescription refills.
 Handle high call volume and dispatch to appropriate recipient.
 Assure phone triage and manage urgent or stat requests.
 In charge of managing “Patient to Reschedule Bucket” – Billing and coding.
 Ensure front end staff stays on task in office manager’s absence.
 Handle difficult or irate patients when manager is out.
 Offer clinical assistance when short staffed (Medication reconciliation-Vitals- Suture removal- Assist
with in office procedure- Suture removal- Ear irrigation- Eye Exam).
 Assist with weekly site audit (New initiative launched by Practice Manager)
Exceptional Achievements at St. Vincent’s Healthcare:
 Beneficiary of “Bronze Plaque” award for Smoking Cessation Class offered by AHEC
 Commendations and public recognition by Practice Manager.
 Managed 2014 open-house event (Contacted vendors- coordinated food and logistics)
August 2005-September 2009
Customer Service Representative/Team Leader Wachovia Call Center
 Handled inbound calls form banking customers.
 Was responsible to open/close accounts- Balance transfers- Check,bank cards orders -
 Upgraded or downgraded accounts
 Was responsible for 15 customer service representatives.
 Assisted with team write ups.
 Offered counseling and handled disgruntled patients effectively.
 Exceptional Achievements at Wachovia Bank:
 Recipient of “Certificate ofExcellence”.

3. February 2000 -August 2005
Customer Service Representative Aetna Customer Service Call Center
 Handled inbound calls from insured patients.
 Verified insurance eligibility/benefits.
Exceptional Achievements at Aetna:
 Promotion to “Contract Claim Specialist” handling hospital contracts.
 Became in charge of ensuring claims were paid correctly.
Jan 1998-February 200
Customer Service Representative PRC Customer Service Call Center
 Processed inbound/outbound calls.
 Performed various tasks from seeking credit cards- opening and closing credit card accounts- Selling long
distance for AT&T
Education
 MA Certification NCCT July 2016
 BLS Certification American Heart Association 2015
 MA Certification Fortis College 2013
 Medical Assisting Concorde Institute 2009-2010
 High School William M. Ranes 1994-1997
References
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Available upon request.