Summary
Overview
Work History
Education
Skills
Websites
Timeline
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Jasmine Hart

Janesville and Madison,WI

Summary

Forward-thinking and adaptable professional with experience across customer success, case management, business analysis, and healthcare operations. Proven ability to lead teams, streamline processes, and build cross-functional relationships that drive operational success. Adept at navigating complex service environments, mentoring staff, and delivering high-quality outcomes for patients and partners alike.

Overview

9
9
years of professional experience

Work History

Supervisor, Customer Success

Exact Sciences
Madison, WI
11.2024 - Current
  • Led high-performing Customer Success team, delivering exceptional support across Exact Sciences' service channels.
  • Supervised and mentored Customer Success Specialists to enhance performance and professional growth.
  • Oversaw resolution of complex escalations, including billing disputes and third-party issues.
  • Collaborated with Sales, Billing, and Customer Care to improve workflows and ensure compliance with SOPs.
  • Monitored key metrics to drive efficiency and improve patient experience based on insights.
  • Represented team in cross-functional projects, developing scalable, quality-driven processes.
  • Spearheaded resolution of billing and insurance escalations, minimizing delays in patient support.
  • Optimized onboarding process to accelerate new hire ramp-up speed through effective mentorship.

Social Worker – Comprehensive Community Services (CCS)

Dane County
Madison, WI
03.2024 - 11.2024
  • Provided case management and support services to individuals in CCS program, prioritizing mental health recovery and personal goals.
  • Collaborated with multidisciplinary teams to create personalized care plans for clients.
  • Advocated for clients' access to community resources, housing, and employment opportunities.
  • Conducted regular assessments of client progress, modifying care plans based on evolving needs.
  • Maintained comprehensive documentation of client interactions and service plans per regulations.
  • Facilitated group therapy sessions and delivered crisis intervention as required.
  • Successfully enhanced clients' quality of life by securing essential services through effective case management.
  • Established partnerships with community organizations to broaden resource accessibility for clients.

Customer Relations Specialist II

Exact Sciences
Redwood City, CA
05.2021 - 05.2024
  • Developed and implemented training curricula for new and existing employees.
  • Led quality assurance process, reviewing sample accessioning requests to meet departmental targets.
  • Served as mentor for new hires, providing guidance and support in system enhancements.
  • Collaborated with cross-functional teams to promote products and optimize processes.
  • Achieved significant process improvements through effective training programs for all staff.
  • Participated in user acceptance testing for system enhancements, ensuring user needs were met.
  • Delivered exceptional customer service by addressing inquiries and resolving issues promptly.

Associate Technical Business Analyst

Exact Sciences
Madison, WI
11.2022 - 03.2023
  • Collaborated with project and business teams to define IT solutions focused on value.
  • Articulated technical features from business requirements for software development teams.
  • Managed change documentation and supervised user acceptance testing for product enhancements.
  • Conducted QA testing to verify compliance with business requirements, documenting defects in Jira.
  • Resolved ServiceNow incidents through effective triage and troubleshooting.
  • Performed data analysis to validate positive outcomes of system modifications.
  • Provided technical support for system-related challenges.
  • Recommended technical solutions as a subject matter expert, ensuring successful system enhancements.

Patient Care Representative

SSM Health
Madison, WI
09.2016 - 03.2019
  • Coordinated administrative activities, including appointment scheduling and patient information updates.
  • Served as front desk lead, facilitating meetings and supporting departmental operations.
  • Developed training programs for new hires within surgery department, enhancing onboarding experience.
  • Acted as subject matter expert for Epic system implementation, ensuring smooth transition.
  • Created comprehensive training materials and successfully mentored new hires to improve performance.
  • Implemented process improvements, resulting in increased efficiency across department operations.

Education

Bachelor of Science - Social Work

Indiana Wesleyan University
Marion, IN
01.2020

High School Diploma -

Oregon High School
Oregon, WI
01.2015

Skills

  • Software/Applications: Microsoft Office 365, Salesforce, Epic, Cisco, Workday, OnBase, OnBase Unity Client, Five9, Microsoft Visio, ServiceNow, Jira, PAS/HARP
  • Operating Systems: Microsoft Windows
  • Case Management
  • Business & Data Analysis
  • IT Solutions Design
  • Change Management
  • Training & Development
  • Customer Relations
  • Process Improvement
  • Cross-functional Collaboration
  • Sales Collaboration

Timeline

Supervisor, Customer Success

Exact Sciences
11.2024 - Current

Social Worker – Comprehensive Community Services (CCS)

Dane County
03.2024 - 11.2024

Associate Technical Business Analyst

Exact Sciences
11.2022 - 03.2023

Customer Relations Specialist II

Exact Sciences
05.2021 - 05.2024

Patient Care Representative

SSM Health
09.2016 - 03.2019

Bachelor of Science - Social Work

Indiana Wesleyan University

High School Diploma -

Oregon High School

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