Jameka Franklin
Jackson
Summary
Operations focused customer support professional with over two years of experience resolving real time issues in fast paced environments. Skilled in triage, prioritization, and cross functional collaboration to deliver accurate and timely resolutions. Known for attention to detail, adaptability, and ownership in live operations settings.
Overview
12
12
years of professional experience
Work History
Provider Enrollment Analyst
Gainwell Technologies
Ridgeland, MS
09.2023 - Current
- Assists with credentialing applications for new providers, ensuring all required documents were submitted and in compliance with guidelines.
- Verifies training certificates, licenses and other qualifications against internal standards and external requirements.
- Reviews provider enrollment applications to ensure the credentials and licenses meet all requirements for participation in Medicaid programs.
- Interprets State Board regulations and accreditation standards pertaining to provider enrollment.
Insurance Counselor
DaVita
01.2025 - 10.2025
- Facilitated comprehensive insurance education to clients, enhancing understanding of coverage options.
- Assessed client needs and recommended tailored insurance solutions to improve satisfaction.
- Developed and implemented strategies to streamline the insurance enrollment process, increasing efficiency.
- Provided ongoing support to clients throughout claims processes, ensuring timely resolution of issues.
Program Specialist
Mississippi Department of Human Services
Jackson, MS
11.2019 - 09.2023
- Provided excellent customer service to individuals and families in need of assistance, demonstrating strong communication skills and empathy.
- Assessed individual needs through interviews and assessments, exhibiting a high degree of cultural sensitivity and confidentiality protocols.
- Monitored progress of clients over time using established benchmarks, highlighting proficiency with tracking systems.
- Maintained and updated human resources documents, such as organizational charts, employee handbooks, and directories and performance evaluation forms.
Lead Customer Service Representative
Frontier Airline
Jackson, MS
10.2018 - 11.2019
- Provided excellent customer service by assisting customers with questions, flight changes and luggage issues by phone, live chat, or email.
- Managed customer complaints in a professional manner while providing solutions that satisfied both parties involved.
- Maintained up-to-date knowledge on all company policies and regulations related to customer service.
Exam Proctor
Pearson Vue
Jackson, MS
01.2018 - 01.2019
- Ensured that all students followed testing protocols and adhered to time limits throughout the exam period.
- Monitored student behavior during testing sessions to detect any potential cheating or irregularities.
- Implemented strategies to reduce anxiety among test-takers and create a positive environment for learning.
Business Development Agent
Ritchey Automotive
Jackson, MS
09.2016 - 10.2018
- Coordinated cross-functional teams from various departments such as Sales and Marketing, Customer Service and Support and Product Development in order to drive successful projects completion.
- Monitored key performance indicators such as revenue growth, cost per acquisition, return on investment, in order to measure progress against goals.
- Monitored competitor activities in order to stay ahead of the competition in terms of pricing and products.
- Prepared detailed reports outlining performance metrics related to sales activity and customer satisfaction levels.
Medical Call Center Representative
Humana
Madison, MS
08.2014 - 09.2015
- Provided excellent customer service to healthcare providers, patients and insurance companies while resolving billing issues.
- Advised patients on the proper use of their health benefits, coverage limits, copays and deductibles.
- Researched patient account histories to determine eligibility for services rendered.
- Prepared and reviewed claims for submission, resolving upfront claims edits and errors.
- Performed detailed data entry of patient information into Electronic Medical Records system.
Education
Associate of General Studies - General Studies
Hinds Community College
High School Diploma -
John W. Provine High School
05-2009
Skills
- Remote Office Availability
- Customer Service Excellence
- Effective Oral and Written Communication
- Proficient in Microsoft Office
- SAP
- Interpersonal Skills
- Contract Negotiation
- Medical Billing and Coding
- Data Analysis
- Credential Verification
- Policy Interpretation
- HIPAA Compliance
- Data Entry Accuracy
- Call Center Metrics
- Insurance Verification
- Medical Terminology
- Epic
- Inbound/Outbound Calls
- Human Resource
- Contract Management
- Project Management
- Medicare and Medicaid Knowledge
- HIPAA compliance
- Provider enrollment
- Application processing
- Insurance processes
- Insurance verification
- Data analysis
- Multitasking in high volume environments
Timeline
Insurance Counselor
DaVita
01.2025 - 10.2025
Provider Enrollment Analyst
Gainwell Technologies
09.2023 - Current
Program Specialist
Mississippi Department of Human Services
11.2019 - 09.2023
Lead Customer Service Representative
Frontier Airline
10.2018 - 11.2019
Exam Proctor
Pearson Vue
01.2018 - 01.2019
Business Development Agent
Ritchey Automotive
09.2016 - 10.2018
Medical Call Center Representative
Humana
08.2014 - 09.2015
Associate of General Studies - General Studies
Hinds Community College
High School Diploma -
John W. Provine High School