Rebecca Francisco

A Technical Communication graduate student with experience creating and analyzing documentation for
SaaS solutions, including how-to guides, training documents, and help systems.

Professional Experience
Communications Specialist

Temporary Employee/Contractor

Open Access Technology International, Inc.

Minneapolis, MN January 2016 Present

Office Team/Robert Half International Staffing

Agency
Minneapolis, MN - April 2009 September 2012

Writing and editing documents for internal

and external use
Creation of new, and refinement of existing,
internal processes
Creating, editing, and reviewing content
within the proprietary softwares help
system
Making edits to the corporate website,
including adding new pages
Researching and testing functionality of
external software products

Claims Enrollment Specialist

MatrixCare, Inc.
Bloomington, MN September 2012 March 2016

Initial system set up, including site builds

and registration processes
Processing client-initiated requests in a
timely manner
Maintaining internal and external
communication throughout projects
Maintaining project records
Collaborating with the Support, Project
Management, and Training teams to ensure
the best possible client experience
Creating and maintaining documentation
for internal and external use, including
Instructional/how-to documents,
information requests, and sign-off forms
Development of processes and procedures
for implementing new functionality and
products in conjunction with other teams
Training and mentoring new hires and
existing staff

Customer Care Representative

o Inbound call center environment
o Assisting participants with COBRArelated questions, including processes,
timelines, billing, re-instatement, and
eligibility
o Client communications via telephone,
USPS, e-mail, and fax
Claims Enrollment Specialist
o Substantial data entry work
o Collaboration with clients and internal
teams to ensure the success of the
project
o Maintaining project records
Clinical Review Assistant
o Verification of eligibility and protected
health information via company and
HIPPA procedures
o Collaboration with Clinical Review
department to ensure turnaround times
were met
Operations Clerk
o Collecting and sending an average of
650 faxes per day
o Troubleshooting errors with copiers
and fax machines
Sales/Customer Service
o Inbound call center environment
o Generating rate quote and mortgage
applications

Skills
Advanced:

Intermediate:

Basic/Rudimentary:

Microsoft Word
Microsoft Outlook
Internet Explorer
Customer Service
Attention to Detail
Problem Solving

Microsoft Excel
Leadership

Education
Metropolitan State University: January 2016 Present
Master of Science Technical Communication
Expected Graduation Date: 2018
University of Minnesota: September 2004 May 2008
Bachelor of Arts English Literature

Microsoft PowerPoint
Kentico Web Content
Management System
Lyris List Manager
Greenshot