Jasmine Grafton

• Daily project ownership in specialty area(s) supported.
• Provide superior customer care by troubleshooting customer/patient issues relating to product, services, and patient enrollment
• Respond to inquires, complete order fulfillment, and provide information to externals and internal customers and accounts.
• Technical expertise in business priority areas
• Customer Care Advocate February 2021-March 2023
• Inbound/Outbound Call Center.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Produce high quality, high volume work by leveraging self-motivation and initiative.
• Deliver on challenging work objectives

• Managed inbound call center communications through phone, email, and fax channels.
• Interacted with physicians, patients, support staff, and third parties to gather medical records for care reviews.
• Provided billing codes to ensure accurate processing for patients and physicians.
• Utilized electronic health record systems like Epic to efficiently process requests.

• Provided frontline customer support through calls, emails, faxes, and mail.
• Identified business opportunities, generating profitable sales in new and existing accounts.
• Mentored new employees on procedures and policies to enhance team performance.
• Conducted outbound sales calls to engage prospective leads with effective communication.
• Delivered weekly reports to management detailing progress towards goals and objectives.
• Coordinated external vendors to supply resources for onboarding sessions.
• Analyzed onboarding process metrics to identify improvement areas and implemented changes.

• Monitored calendars and scheduled appointments according to availability and load limits.
• Submitted claims to insurance companies, researching and resolving denials with explanations.
• Oversaw office inventory by restocking supplies and submitting purchase orders.
• Managed inbound and outbound correspondence through calls, emails, and faxes.
• Processed invoices, adjustments, and credit memos for customers efficiently.
• Coordinated office operations and procedures to enhance organizational effectiveness.

Amerisource Bergen-Alpha Pro Temps

Customer Care Representative

• 200+ Outbound calls to confirm/update Doctor credentials. Processed prescription orders.

Chase Professionals-Devry Education Group

Student Service Advisor

• 80+ Inbound calls, registering nursing students.

Total Med Staffing- Illinicare

Member Services Representative/Claims

• 150+ Inbound calls from members discussing/updating benefits. Process & review claims. Medicaid/Medicare

Aerotek-Healthcare Services Corporation(BCBS)

Customer Service Representative I

• Data entry, process member medical & dental benefits.

Ranstad -Aon Hewitt Benefits Specialist

• Researched and resolved employee inquiries regarding benefits programs.