Jasmine Dickerson
VA
Summary
Dedicated Customer Service Specialist motivated to maintain customer satisfaction and contribute to company success. Reliable and driven with strong time management and prioritization abilities. Aiming to utilize my skills and expertise to secure a client-service oriented job within your company. Knowledgeable and dedicated customer service professional with extensive experience in Healthcare industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
2
2
years of professional experience
Work History
Member Service Representative
Conduent
- Using a computerized system, responds to Virginia Medicaid member & provider inquiries in a call center environment using standard scripts and procedures,in order to meet SLAs
- Gathers information, assesses caller needs, research and resolves inquiries and documents calls.
- Provides clear and concise information regarding member eligibility, along with assisting callers with completing their Medicaid applications and providing updates on their application status
- Follows documented policies and procedures including call handling and escalations.
- Overall acts as an advocate for the Medicaid members to ensure their needs are met.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisted members with correcting account, service and system issues by educating on required forms and technical processes.
- Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- quickly resolve pended applications based on client-specific rules and requirements.
- Researched and rapidly resolved client conflicts to maintain key accounts.
- Maintained updated knowledge of internal processes and industry best practices to optimize service delivery.
Member Service Specialist
AllyAlign Health
08.2022 - Current
- Responds to Members/Provider questions via telephone and written correspondence regarding Medicare benefits, enrollment questions, change requests,eligibility and claims
- analyzes problems and provides information /solutions.
- Utilizes internal systems to obtain and extract information ,documents information,activities and changes in the database.
- thoroughly documents inquiry outcomes for accurate tracking and analysis.
- develops and maintains positive member /provider relations and coordinates with various functions within the company to ensure requests and questions are handled appropriately and in a timely manner
- researches and analyses data to address operational challenges and member /provider service issues.
- knowledgeable of health insurance benefits
- responds to needs and expectations of internal
- and external customers
- create and manage documentation specific to contact center
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisted members with correcting account, service and system issues by educating on required forms and technical processes.
- Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Responds to member /provider questions via telephone and written correspondence regarding Medicare benefits,enrollment questions,change requests,eligibility and claims
- analyzes provides information /solutions
- utilizes internal systems to obtain and extract information ,documents information ,activities and changes in the database
- thoroughly document inquiry outcomes for accurate tracking and analysis
- develops and maintains positive member /provider relations and coordinates with various functions within the company to ensure requests and questions are handled appropriately and in a timely manner
- researches and analyses
- Researched and rapidly resolved client conflicts to maintain key accounts.
Enrollment Specialist
Maximus
Richmond, VA
07.2021 - 04.2022
- Responsible for processing applications for various types of healthcare offered in VA such as Medicaid,
- Medicare, FAMIS, and Marketplace
- Job duties include verifying income, processing case referrals, and gathering any missing information from applications in order to determine eligibility
- Medicaid/Medicare enrollment rep
- Va premier
- Communicated effectively via telephone, email and in person with prospective customers.
- Research and investigate issues relating to member access to care, health care issues and member benefits.
- Updated, entered and reviewed customer data.
- Reviewed statistic enrollment data and prepared reports.
- Understood and thoroughly explained services provided to customers and potential customers.
- Provided policy information and maintained enforcement.
- Met or exceeded enrollment and retention goals consistently.
- Reached out to applicants via calls, texts, emails and social media.
- Created and followed call scripts and flows to maximize effectiveness.
- Finalized and processed enrollment applications.
Enrollment Specialist
Virginia Premier Health
01.2017 - 07.2018
- Provided high level of world, to a wide range of Medicaid & Medicare Customers and providers
- Used computer to record and research customer or provider information
- Ability to assist customers or providers while talking and typing simultaneously
- Ability to maneuver through various computer platforms while verifying information on all calls
- Thoroughly documents customers comments/information and forwards required information to the appropriate staff
- Researches and articulately communicates information regarding member eligibility, benefits, claim status, and authorization inquiries to callers while maintaining confidentiality
- Performs necessary follow-up tasks to ensure member or provider's needs are completely met.
- Effective and efficient expertise in decisions regarding marketing and distribution of enrollee information.
- Communicated effectively via telephone, email and in person with prospective customers.
- Understood and thoroughly explained services provided to customers and potential customers.
- Updated, entered and reviewed customer data.
- Reviewed statistic enrollment data and prepared reports.
- Effective and efficient expertise in decisions regarding marketing and distribution of enrollee information.
- Provide the technical expertise to enrollees, providers, health plans
Education
Nursing
J Sargent Reynolds
Skills
- PROBLEM SOLVING (5 years)
- Medical terminology (5 years)
- Critical thinker (5 years)
- Ability to communicate clearly (5 years)
- Call Center
- CSR
- Customer Service
- Customer Care
- Customer Support
- Microsoft office (5 years)
- Medicaid (3 years)
- Medicare (2 years)
- Scheduling (5 years)
- Administrative Assistant
- Outlook
- Receptionist
- Word (7 years)
- Billing
- Microsoft Excel
- MS Office
- Data Entry
- Marketing
- Excel
- Insurance Verification
- EMR Systems
- HIPAA
- Medical Office Experience
- Medical Records
- Patient Care
- Medical Scheduling
- Vital Signs
- ICD-10
- Anatomy Knowledge
- Medical Coding
- Medical Billing
- Computer Operation
- Clerical Experience
- Physiology Knowledge
- Certifications and Licenses
- Driver's License
- Assessments
- Work Style: Reliability — Familiar
- February 2020
- Tendency to be dependable and come to work
- Full results: Familiar
- Logic & Critical Thinking — Highly Proficient
- December 2019
- Using logic to solve problems
- Full results: Highly Proficient
- Verbal Communication — Highly Proficient
- July 2019
- Measures a candidate's ability to effectively convey information when speaking
- Data Entry: Accuracy — Highly Proficient
- September 2020
- Entering data quickly and accurately
- Electronic Health Records: Best Practices — Proficient
- June 2019
- Knowledge of EMR data, associated privacy regulations, and best practices for EMR use
- Full results: Proficient
- Direct Care — Expert
- January 2020
- Showing sensitivity and enthusiasm while providing care to patients
- Full results: Expert
- Customer Service — Proficient
- September 2019
- Identifying and resolving common customer issues
- Night Auditor (Hotel) — Proficient
- Selecting hotel rooms based on verbal requests and identifying errors in hotel data
- Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued
- Development in any professional field
- Additional Information
- Insurance verifications
- Provider communications
- SKILLS
- Ability to maintain a low call time
- Flexible
- Problem solving abilities
- Ability to clearly communicate
- Exceptional organizational skills
- Ability to work under pressure
- Fast thinker
- Calm and Professional Under Pressure
- Member Relations
- Responding to Difficult Customers
- Customer Retention Strategies
- Courteous with Strong Service Mindset
- Data Entry and Maintenance
Additional Information
- Willing to relocate: Anywhere
Timeline
Member Service Specialist
AllyAlign Health
08.2022 - Current
Enrollment Specialist
Maximus
07.2021 - 04.2022
Enrollment Specialist
Virginia Premier Health
01.2017 - 07.2018
Member Service Representative
Conduent
Nursing
J Sargent Reynolds
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