Jasmine A. Holmes
Little River-Academy,TX
Summary
Enthusiastic and professional, thriving on being part of and leading successful and productive teams. Quickly grasping and new ideas and concepts, excelling at developing innovative and creative solutions to problems. Consistently demonstrate high levels of motivation, whether working independently or under tight deadlines. Even in high-pressure situations,
Results-driven financial professional with robust background in providing comprehensive financial guidance to clients. Known for delivering tailored financial strategies that improve clients' financial health. Emphasizes teamwork and adaptability in achieving optimal results, with strong skills in financial analysis and client relationship management.
Overview
27
27
years of professional experience
Work History
Financial Counselor
Advanced Pain Care
08.2023 - 11.2024
- Responsible for assisting patients in understanding their medical bills
- Navigated insurance benefits and eligibility by using provider portals such as Availity, UHC, Wellmed, Cigna, Etc.
- Determined eligibility for financial assistance programs by verifying insurance
- Provided price estimates and answered patients questions regarding their Deductible, OOP and Coinsurance
- Acted as the patient's point of contact for financial concerns related to their medical care
- Advanced Pain Care used Fee Schedules which were accumulated by management by reviewing charges on payor claims received
- Health system used was Athena
Financial Counselor
Baylor Scott & White
11.2019 - 08.2023
- Responsible for assisting patients in understanding their medical bills
- Navigated insurance benefits and eligibility by using provider portals such as Availity, UHC, Wellmed, Cigna, Etc.
- Determined eligibility for financial assistance programs by verifying insurance
- Provided price estimates and answered patients questions regarding their Deductible, OOP and Coinsurance
- Acted as the patient's point of contact for financial concerns related to their medical care
- Explained complex medical bills and addressing billing discrepancies
- Gather demographic and financial information from patients to accurately register them
- Guided patients through the financial assistance application process
- Connected patients with external organizations that may offer additional financial support
Payment Posting/Reimbursement Specialist
Baylor Scott & White
12.2013 - 11.2019
- Promptly respond to inquiries and requests from other departments within RCO (Revenue Cycle Operations) using internal and external resources to research and formulate an appropriate response in accordance with established procedures
- Read and understand payer specific billing requirements as outlined in procedure manuals
- Review claim and account data and make applicable corrections to ensure claims meet all payor specific compliance guidelines and accounts are accurate
- Facilitated successful internal and external audits through sound and thorough documentation
- Reconciled discrepancies between accounts receivable general ledger account and accounts receivable trial balance account
- Researched and resolved accounts payable discrepancies
- Reconciled vendor statements and handled payment complaints or discrepancies
- Filed and addressed employee complaints in accordance with company policies and government regulations
Foreclosure Account Specialist
Bank of America Mortgage
03.2011 - 01.2013
- Managed a portfolio of accounts relating to FNMA, FHA, Conventional mortgage loans
- Established and maintained customer relationships
- Answered questions on foreclosures or post-sale processes
- SPOC, single point of contact, for the homeowner
- Reviewed customers' home loans for HAMP eligibility
- Walked the customer through the complete FCL process if no resolution to cure delinquency up to Trustee Sale and thirty days thereafter
- Handle extensive research requirements for more complex billing problems & handled extensive research with escalations from Investors
- Helped answer questions and coached, when needed, the front-line associates on establishing and maintaining customer relationships
- Stayed within guidelines per Policy and Procedure
- Interviewed clients to determine current income, expenses, insurance coverage, tax status, financial objectives, risk tolerance and other information needed to develop a financial plan
- Trained new team members on applying due diligence procedures and regulatory mandates
- Adhered to all federal and state compliance guidelines relative to retail mortgage lending
- Maintained friendly and professional client interactions at all times
Collector I
Bank of America Mortgage
01.2010 - 03.2011
- Reviewed loans for Loan modification eligibility
- Primary responsibilities include collections, customer servicing and other loss mitigation or recovery activities
- Helped establish full balance repayment plans or settlements to help cure delinquent accounts
- Educated customers on account terms and alternative payment programs and methods
- Effectively managed a high-volume of inbound and outbound customer calls
- Addressed and resolved customer product complaints empathetically and professionally
- Defused volatile customer situations calmly and courteously
- Accurately documented, researched and resolved customer service issues
- Mastery of customer service management systems and databases
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment
- Referred unresolved customer grievances to designated departments for further investigation
- Met or exceeded service and quality standards every review period
- Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly
- Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rates
Dealer Solutions Agent
Americredit Financial Services
06.2007 - 02.2008
- Resolved incoming telephone calls and emails from branch and dealer customers
- Ensured loans were in compliance with policy and procedure
- Effectively and efficiently used AmeriCredit's systems and tools to service customer requests
- Initiated outbound calls for Quality Assurance
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment
- Effectively managed a high-volume of inbound and outbound customer calls
- Accurately documented, researched and resolved customer service issues
- Identified chronic customer issues by creating and maintaining customer complaint logs
- Resolved service, pricing and technical problems for customers by asking clear and specific questions
- Met or exceeded service and quality standards every review period
Assistant Branch Manager
Chase Bank
10.1997 - 04.2007
- Received an internal audit score of 97%
- Answered telephone inquiries on banking products including checking, savings, loans and lines of credit
- Scheduled staffing for the main branch
- Executed customer transactions, including deposits, withdrawals, money orders and checks
- Rapidly and efficiently prepared customer and ATM cash and change orders
- Organized, stocked and maintained the teller window area
- Processed quarterly Vault and ATM audits with a zero error rate
- Coordinated daily cash reconciliation at a high-volume location
- Exceeded quarterly sales goals by 20%
- Handled various accounting transactions
- Collected member loan payments
- Sold cashier's checks, traveler's checks and money orders
- Executed wire transfers, stop payments and account transfers
- Processed exchange and foreign currency
- Advised clients on mortgage, educational and personal loans
- Maintained friendly and professional customer interactions
- Created strategies to develop and expand sales of services to existing customer which resulted in a 25% increase in annual revenue
- Trained and directed 15 new hires during department orientations
- Ordered and distributed office supplies while adhering to a fixed office budget
- Managed office supplies, vendors, organization and upkeep
- Answered and managed incoming and outgoing calls while recording accurate messages
- Greeted numerous visitors, including VIPs, vendors and interview candidates
- Organized all new hires, security and temporary paperwork
- Obtained signatures for financial documents and internal and external invoices
- Explained and documented for clients the types of services to be provided, and the responsibilities to be taken by the personal financial advisor
- Interviewed clients to determine current income, expenses, insurance coverage, tax status, financial objectives, risk tolerance and other information needed to develop a financial plan
- Documented all customer inquiries and comments thoroughly and quickly
- Referred unresolved customer grievances to designated departments for further investigation
- Provided an elevated customer experience to generate a loyal clientele
- Answered product questions with up-to-date knowledge of sales and store promotions
- Conducted weekly walk-throughs with the manager to discuss interior visual displays, including store window presentations
Education
High School Diploma -
Arlington High School
Arlington, TX06.1995
Skills
- Medical terminology knowledge
- Strong banking ethics
- Compliance, banking laws and regulations
- Proficient in cash management
- AS/400
- Mediation capability
- CMS-1500 billing forms
- HIPAA Laws and Regulations
- Proficient with Health systems such as Athena and EPIC
- Insurance verification
- Patient counseling
Timeline
Financial Counselor
Advanced Pain Care
08.2023 - 11.2024
Financial Counselor
Baylor Scott & White
11.2019 - 08.2023
Payment Posting/Reimbursement Specialist
Baylor Scott & White
12.2013 - 11.2019
Foreclosure Account Specialist
Bank of America Mortgage
03.2011 - 01.2013
Collector I
Bank of America Mortgage
01.2010 - 03.2011
Dealer Solutions Agent
Americredit Financial Services
06.2007 - 02.2008
Assistant Branch Manager
Chase Bank
10.1997 - 04.2007
High School Diploma -
Arlington High School
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