Jasmine Fennie

• Upheld strict financial controls by keeping funds secure and accurately transferring monies
• Checked accounts for fraud
• Initiated emergency transfers; Educated customers on use of banking website and mobile apps
• Assisted customers with compromised debit cards and issued new credentials
• Answered telephone inquiries on banking products including checking, savings, loans and lines of credit.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Collaborated with team members to achieve monthly targets and optimize workflow efficiency.
• Established trust with clients by maintaining confidentiality and protecting sensitive financial information.

Completed data entry tasks with accuracy and efficiency.
Organized, sorted, and checked input data against original documents.
Sorted documents and maintained organized filing process.
Communicated with supervisors and colleagues to process data quickly
and resolve discrepancies.
Entered data into various computer systems accurately using Microsoft
Office Suite.
Verified accuracy of data entered into system to produce error-free reports.
Followed established procedures to enter and process data correctly.
Scanned documents and saved in database to keep records of essential
organizational information.
Created spreadsheets for more efficient recordkeeping.
Utilized techniques for increasing data entry speed.

Responded to customer calls and emails to answer questions about
products and services.
Adhered to company policies and scripts to consistently achieve call-time
and quality standards.
Placed outbound customer service or customer satisfaction calls to follow
up on issues.
Achieved high satisfaction rating through proactive one-call resolutions of
customer issues.
Processed debit and credit card and electronic check payments.
Attended telephone skills and program information training sessions to
boost aptitude.
Learned and maintained in-depth understanding of product and service
information to offer knowledgeable and educated responses to diverse
customer questions.
Boosted customer service satisfaction ratings through consistent quality
control.
Educated customers on company systems, form completion, and access to
services.
Learned and maintained in-depth understanding of product information,
providing knowledgeable responses to diverse questions.
Sought out extra training opportunities to enhance customer relationship
management abilities.
Approved and terminated customer contracts upon request.
Collaborated with shipping team to track shipments, verify orders and
handle product returns.

• Enhanced customer satisfaction by addressing insurance-related inquiries and resolving issues promptly.
• Processed eligibility and benefits verification and authorization requests.
• Followed up on denials, late payments, extensions and other special circumstances.
• Tracked pending authorizations to resolve discrepancies and avoid revenue loss.
• Maintained high standards of customer service by building relationships with clients.
• Resolved discrepancies in insurance payments by collaborating with carriers.
• Reduced claims processing time by effectively collaborating with adjusters, claimants, and internal departments.
• Communicated effectively with members of operations, finance, and clinical departments.
• Acted as subject matter expert, answering internal and external questions and inquiries.
• Researched and resolved routine and complex issues.
• Developed strong rapport with providers/vendors which led to better negotiating power on behalf of clients when needed.
• Simplified complex insurance concepts for clients, facilitating informed decision-making regarding policy options.
• Expedited resolution of disputed claims through effective negotiation with claimants, attorneys, or third-party carriers.
• Maintained confidentiality of patient finances, records, and health statuses.

• Precisely completed appropriate claims paperwork, documentation and system entry
• Adeptly managed phone system and pleasantly greeted all patients
• Meticulously identified and rectified inconsistencies, deficiencies and discrepancies in medical documentation
• Maintained strict patient and physician confidentiality
• Precisely evaluated and verified benefits and eligibility
• Responded to correspondence from insurance companies
• Identified and resolved patient billing and payment issues
• Examined patients' insurance coverage, deductibles, possible insurance carrier payments and remaining balances not covered under their policies when applicable.
• Managed time efficiently in order to complete all tasks within deadlines.
• Paid attention to detail while completing assignments.

• Ensured HIPAA compliance
• Reviewed customer survey information to prioritize areas of improvement
• Managed various general office duties such as answering multiple telephone lines, completing insurance forms and mailing monthly invoice statements to patients
• Greeted numerous visitors, including VIPs, and vendors
• Contacted patients regarding unpaid and underpaid accounts to resolve any issues
• Answered inquiries and addressed, resolved or escalated issues to management personnel to ensure client satisfaction
• Tracked the progress of all outstanding insurance claims
• Spent ample time with each customer going over and explaining documents to ensure that they understood key information
• Navigated through up to eight systems at a time
• Used Epic to verify patient information, services provided, update information, open disputes, etc
• Used Insurance portals to verify insurance information
• Maintained multiple passwords securely to enter systems and kept information confidential.
• Worked effectively in fast-paced environments.
• Excellent communication skills, both verbal and written.