Summary
Overview
Work History
Education
Skills
Timeline
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Jasmine Alexander

Summary

Healthcare Professional enthusiastic about helping patients get necessary medical support by obtaining authorizations, scheduling procedures and coordinating paperwork. Detail-oriented and proactive with good relationship-building skills, a hardworking nature and an adaptable approach.

Overview

12
12
years of professional experience

Work History

Senior Quality Evaluator

Concentrix, Meta
06.2022 - Current
  • Demonstrates leadership in quality assurance by leading internal audits and contributing to process changes for single-contact resolution
  • Consistently exceeds audit productivity KPIs by monitoring chat and evaluating emails
  • Maintains extensive knowledge of client products, services, and strategies
  • Collaborates with Quality Leadership, Operations, Program
  • Management, and clients to ensure scoring consistency and implement best practices
  • Supports cross-departmental communication and management focus on metrics, operational processes, and training that drive balanced scorecards and profitability goals.

Merchant Care Advisor

Shipping Easy
02.2020 - 02.2022
  • Demonstrated exceptional leadership skills by enhancing the customer experience structure through rapport and relationship building
  • Expertly trained employees across multiple teams on the use of the application and software, ensuring delivery of outstanding customer service
  • Maintained seamless customer interactions via emails, live chats, and phone calls in a remote environment
  • Developed a comprehensive understanding of the application and software to provide local training to customers.

Global Mobility Coordinator

CIBT Visas and Passports at Apple
07.2016 - 01.2020
  • Trained and kept up to date, the CIBT Operations Backup employee for Apple, Inc
  • Provided accurate information pertaining to visa and passport requirements to employees of Apple, Inc
  • Managed visa and passport application process from beginning to end
  • Assisted clients in processing “challenges” and implementing solutions
  • Ensured itineraries were billed correctly and invoiced itineraries.

Medical Account Administration Representative

Kaiser Permanente
03.2013 - 05.2016
  • Maintained and managed member data including enrollments, corrections, retroactivity adjustments, and terminations.
  • Produced and distributed payment-related reports and participated in performance evaluations and target setting activities.
  • Processed eligibility reports and coordinated media exchange with Information Services. I also played an important role in
  • Training new employees on various computer systems for billing, accounting, and communication.
  • Trained customer service representatives on product knowledge and provided guidance on effective troubleshooting techniques
  • My leadership, project management, and training skills allowed me to effectively manage a wide range of tasks and ensured the success of the team.


Medical Customer Care

ActiveHealth Management
01.2012 - 01.2013
  • Provided exceptional customer service by resolving issues in a timely and professional manner
  • Documented customer interactions and maintained accurate records
  • Analyzed customer feedback to identify opportunities for improvement in products and services
  • Collaborated with cross-functional teams to develop and implement new policies and procedures
  • Stayed up-to-date with industry trends and best practices, and shared knowledge with team members to enhance overall performance.

Education

General Studies, health sciences

Arapahoe Community College

Clinical Laboratory Sciences

Northern Illinois University

Skills

  • Solution Implementation
  • Customer Satisfaction
  • Medical Customer Support
  • Workflow Analysis
  • Customer Relationship Management (CRM)
  • Analytical Skills
  • Medical Insurance Product Knowledge
  • Time Management
  • Flexibility with Internal and External Customer Base
  • Medical Customer Care Training
  • Team Leadership
  • Production Monitoring and Assessment
  • Corrective Action Recommendations
  • Cause and Effect Analysis
  • Training Development Aptitude
  • Medical Terminology Knowledge
  • Membership Inquiries and Renewals

Timeline

Senior Quality Evaluator

Concentrix, Meta
06.2022 - Current

Merchant Care Advisor

Shipping Easy
02.2020 - 02.2022

Global Mobility Coordinator

CIBT Visas and Passports at Apple
07.2016 - 01.2020

Medical Account Administration Representative

Kaiser Permanente
03.2013 - 05.2016

Medical Customer Care

ActiveHealth Management
01.2012 - 01.2013

General Studies, health sciences

Arapahoe Community College

Clinical Laboratory Sciences

Northern Illinois University

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Jasmine Alexander