Jerrod Ford

Jerrod Ford

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Service-Minded Operations Leader
Arkansas, United States
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Résumé

Jobs verified_user 0% verified
  • Firefly Health
    Member Guide Team Lead
    Firefly Health
    Jan 2023 - Jul 2025 (2 years 7 months)
    As the Member Guide Team Lead, I focused on value-based primary care, managing customer escalations and complex issue resolution for a healthcare technology startup. I conducted new-hire interviews and developed comprehensive training programs to ensure team readiness. Additionally, I led special project assignments and cross-departmental initiatives aimed at improving operational efficiency. I facilitated client meetings and maintained relationships with key healthcare partners. Furthermore, I utilized my skills in data entry and data management to oversee our Utilization Management (UM) report using Google Sheets and Excel, which was crucial for ensuring our team met SLA goals for our employer and insurance partners. My proficiency in Mic
  • M
    Care Guide Team Lead
    Medefy Health
    Mar 2021 - Dec 2022 (1 year 10 months)
    - Led a healthcare technology company focused on revolutionizing benefits navigation, enhancing member satisfaction through strategic process improvements and workflow optimization.
    - Optimized patient-provider matching to improve care quality and accessibility, while streamlining referral processes to reduce costs without compromising high-quality care access.
    - Supervised a care coordination team and implemented best practices for patient engagement, ensuring effective communication and support.
    - Utilized chat support skills by facilitating client communication with the navigation team through the Medefy app, enhancing the overall user experience and engagement with our services. - Demonstrated strong typing skills by e
  • C
    Customer Service Team Leader
    CommunityCare
    Jul 2018 - Mar 2021 (2 years 9 months)
    • Led a team of 43 customer service representatives in a fast-paced healthcare environment, ensuring high levels of performance and customer satisfaction.
    • Developed and executed document revision projects to improve operational standards, enhancing overall efficiency.
    • Implemented training protocols that significantly boosted team performance and customer satisfaction metrics.
    • Managed escalated member inquiries and complex benefit-related issues, demonstrating strong problem-solving skills. Additionally, I utilized chat support skills by navigating member and provider inquiries via email and addressing inquiries received from our website's web-contact form, further enhancing our communication channels.
    • Lev
  • S
    Patient Service Representative
    St. John Health System
    Feb 2016 - Nov 2017 (1 year 10 months)
    • Provided direct patient support and navigation through healthcare system processes • Managed patient portal administration and maintained HIPAA compliance standards • Assisted patients with insurance verification, appointment scheduling, and care coordination
Education verified_user 0% verified
  • C
    High School Diploma
    Catoosa High School
    May 2011 - Aug 2015 (4 years 4 months)
Projects (professional or personal) verified_user 0% verified
  • S
    Small Business
    Slayer's Tavern
    Jul 2022 - Current (4 years 4 months)
    Managed a small business on Etsy, specializing in the sale of 3D printed products, successfully processing approximately 100 orders and achieving an impressive customer satisfaction rate with 68 reviews, all rated at 5 stars. Additionally, provided chat support through Etsy's direct messaging platform, which served as the primary interface for addressing customer service inquiries and fostering strong customer relationships. Furthermore, utilized typing skills to maintain a regular blog, enhancing customer engagement and providing valuable content related to the products offered.