Jasmin Ward
Houston
Summary
Detail-oriented professional with over ten years in healthcare operations and compliance support. Expertise in data analysis, regulatory compliance, and process improvement. Proven ability to identify risks and ensure adherence to industry standards, driving compliance initiatives effectively.
Overview
12
12
years of professional experience
Work History
Implementation Manager
UnitedHealth Group
Houston
10.2023 - Current
- Led operational initiatives with a focus on compliance, audit readiness, and process alignment.
- Collaborated with cross-functional teams to resolve system issues and enhance compliance workflows.
- Analyzed operational data to identify gaps and recommend improvements.
Supervisor, Customer Service
UnitedHealth Group
Houston
12.2021 - 10.2023
- Ensured team adherence to internal compliance and quality standards.
- Oversaw accuracy, turnaround times, and error corrections supporting compliance metrics.
- Provided coaching and documentation aligned with regulatory standards.
DSNP Escalation Team Lead
UnitedHealth Group
Houston
09.2021 - 12.2021
- Conducted quality reviews, trending analysis, and remediation planning.
- Monitored adherence, supported audit preparation, and ensured SOP compliance.
National Escalation Service Team
UnitedHealth Group
Houston
07.2019 - 09.2021
- Identified trends in member-impacting issues and escalated compliance risks.
- Developed onboarding and training programs emphasizing compliance requirements.
Subject Matter Expert
UnitedHealth Group
Houston
07.2015 - 07.2019
- Resolved complex compliance-related issues and contributed to policy/SOP updates.
- Supported executive complaint resolution with regulatory considerations.
Customer Care Professional
UnitedHealth Group
Houston
04.2014 - 07.2015
- Ensured HIPAA compliance when managing member data.
- Resolved claims and benefit issues while adhering to regulatory guidelines.
Education
Master of Science - Health Administration
Louisiana State University
Shreveport, LA09-2027
Bachelor of Science - Health Administration
University of Phoenix
Phoenix, AZ10-2024
Skills
- Compliance support and awareness
- Data analysis and reporting
- Process improvement strategies
- Stakeholder collaboration
- Root cause analysis
- Trend identification
- Microsoft Office proficiency
- Team collaboration skills
- Quality assurance practices
- Project management expertise
- Proficiency in AI tools
- Workflow optimization
- Knowledge of health insurance laws
- Understanding of state and federal regulations
Systems
- Facets
- PSI
- ICUE
- GPS
- AXIS
- OBM
- Maestros
Accomplishments
• Promoted from Customer Service Advocate to a Subject Matter Expert in July of 2015
• Interim supervisor for Community and State (Texas)Member Services- August 2016-Sept2016
• Maintained a quality average of 100% over the last 6 months
• Assisted with the (CORE) Next Best Action pilot-July 2020
• Developed a (supervisor) document for the NY Billing Supervisors at alternate sites
• Developed a training document for NEST Onboarding- October 2020
• Assisted with Member’s in Distress Project
• Promoted to DSNP Escalations Team Lead in September 2021
• Promoted to DSNP Supervisor in December 2021
• Interim supervisor for Community and State (Texas)Member Services- August 2016-Sept2016
• Maintained a quality average of 100% over the last 6 months
• Assisted with the (CORE) Next Best Action pilot-July 2020
• Developed a (supervisor) document for the NY Billing Supervisors at alternate sites
• Developed a training document for NEST Onboarding- October 2020
• Assisted with Member’s in Distress Project
• Promoted to DSNP Escalations Team Lead in September 2021
• Promoted to DSNP Supervisor in December 2021
References
Available upon request
Timeline
Implementation Manager
UnitedHealth Group
10.2023 - Current
Supervisor, Customer Service
UnitedHealth Group
12.2021 - 10.2023
DSNP Escalation Team Lead
UnitedHealth Group
09.2021 - 12.2021
National Escalation Service Team
UnitedHealth Group
07.2019 - 09.2021
Subject Matter Expert
UnitedHealth Group
07.2015 - 07.2019
Customer Care Professional
UnitedHealth Group
04.2014 - 07.2015
Master of Science - Health Administration
Louisiana State University
Bachelor of Science - Health Administration
University of Phoenix