Jasmine Holley
Brandywine,MD
Summary
Professional with experience in managing appointment scheduling and verifying member eligibility within healthcare settings. Demonstrated ability to utilize electronic medical records for accurate documentation and effective communication with clinical teams. Proficient in employing decision trees and approved tools to enhance patient access to care, while maintaining professionalism in customer interactions. Skills include laboratory techniques, specimen collection, and clinical documentation, contributing to efficient laboratory operations.
Overview
6
6
years of post-secondary education
9
9
years of professional experience
Work History
Call Center Service Representative
Kaiser Permanente
01.2026 - 04.2026
- Managed incoming calls to regional operator line, directing to appropriate departments for efficient resolution
- Schedule, reschedule, cancel, and verify appointments using decision trees and approved scheduling tools
- Verify member eligibility and benefits, establish medical record numbers when needed, and assist with membership card requests
- Routed messages and clinical concerns to ensure timely referrals to on-call providers or care teams
- Use tools such as kp.org waitlists, referral consultant lists, and secure messaging platforms to support care access
- Maintain proficiency in navigating the electronic medical record ( EMT) to gather information and enter accurate documentation
- Support secured communications via chat, text, or approved KP technology platform
Call Center Representative
United States Patent and Trademark Office
07.2023 - 01.2025
- Maintain high levels of professionalism while interacting with customers via phone or email.
- Probed customers to identify service needs and input information accurately into electronic systems.
- Ask probing questions to determine service needs and accurately input information into electronic systems.
- Monitor call queues in order to prioritize incoming calls by urgency or importance level.
- Escalated unresolved issues to appropriate internal teams following standard processes and procedures.
- Prepare patent packages to be shipped to a customer efficiently.
- Provided assistance to patent and trademark callers with filing and account inquiries. with filing, status, and account questions.
- Documented caller details and case notes in customer service systems.
- Documented caller details and case notes in customer service systems to ensure accurate record-keeping.
Enrollment Specialist I ( Thrive Ambassador)
Kaiser Permenente
09.2024 - 12.2024
- represented account manager at onsite open enrollment, wellness, and new employee orientation events, enhancing member engagement
- educated and informed members and prospects about Kaiser Permanente and its products, improving understanding of available benefits
- Delivered formal presentations to employees and prospective members at various events.
- represented an account manager or associate account manager on location at onsite open enrollment, wellness, and new employee orientation events
Call Center Representative
American Job Center
01.2020 - 05.2023
- Guided job seekers in utilizing resources to advance careers and connected employers with potential candidates.
- Scheduled appointments, confirmed requested services, and resolved program-related queries efficiently.
- Handled high volume of calls, ensuring quality customer service and effective issue resolution.
Program Assistant (Operations)
Marion Barry Leadership Institute
01.2017 - 01.2020
- Guided young leaders in developing essential skills through mentorship programs.
- Designed and delivered college readiness programs, facilitated exposure to a wide array of career options, and supported the acquisition of postsecondary education and professional opportunities.
- Managed inventory and maintained payroll information to ensure accurate record-keeping and resource allocation.
Research Assistant
UDC
- Conducted investigations into the toxicity of Per- and Polyfluoroalkyl substances (PFAS), synthetic chemicals prevalent in several industrial and consumer products.
- Analyzed the toxic effects of PFOA and PFOS on PC-3 cell lines, which are critical in understanding potential human health impacts such as liver damage and increased asthma risk.
- The findings concluded that PFOA exhibited less toxicity than PFOS, providing valuable insights into the comparative hazards of these widely-used substances.
Education
Associate of Applied Science - Medical Laboratory Science
College of Southern Maryland
La Plata, MD 08.2026 - 10.2026
B.S. - Biology
University of the District of Columbia
Washington, DC 08.2017 - 05.2023
Skills
- EPIC
- Laboratory techniques
- Specimen collection
- Clinical documentation
- Microscopy analysis
- Customer service
- Community and youth engagement
- Project and budget management
- Milestone and deliverable tracking
- Resource development and dissemination
- Meeting planning and logistical support
- Complaint Resolution
- Appointment Scheduling
- Lab Equipment Operation
- Research Support
Community Service & Volunteer Work
- New Orleans and Back Program, Event Supervisor/Volunteer, 2014-01, 2016-01, Assisted in the development and implementation of fundraising initiatives that combined creative arts with community development efforts., Participated in creating and selling art, as well as hosting fundraising events, to finance a mission to help rebuild homes in New Orleans affected by Hurricane Katrina., Hands-on experience included working with professional construction teams to rehabilitate residential properties.
- The Fishing School, Event Supervisor/Volunteer, 2017-01, Significantly contributed to an after-school program aimed at bolstering academic performance and life skills among elementary and middle school students., Assisted with homework, lesson plan development, and educational activities, ensuring the students received comprehensive support., Additionally, helped in raising program awareness by creating promotional materials like posters and flyers.
Additional Information
- New Orleans and Back Program, Event Supervisor/Volunteer, 2014-01, 2016-01, Assisted in the development and implementation of fundraising initiatives that combined creative arts with community development efforts., Participated in creating and selling art, as well as hosting fundraising events, to finance a mission to help rebuild homes in New Orleans affected by Hurricane Katrina., Hands-on experience included working with professional construction teams to rehabilitate residential properties.
- The Fishing School, Event Supervisor/Volunteer, 2017-01, Significantly contributed to an after-school program aimed at bolstering academic performance and life skills among elementary and middle school students., Assisted with homework, lesson plan development, and educational activities, ensuring the students received comprehensive support., Additionally, helped in raising program awareness by creating promotional materials like posters and flyers.
Experience
- New Orleans and Back Program, Event Supervisor/Volunteer, 2014-01, 2016-01, Assisted in the development and implementation of fundraising initiatives that combined creative arts with community development efforts., Participated in creating and selling art, as well as hosting fundraising events, to finance a mission to help rebuild homes in New Orleans affected by Hurricane Katrina., Hands-on experience included working with professional construction teams to rehabilitate residential properties.
- The Fishing School, Event Supervisor/Volunteer, 2017-01, Significantly contributed to an after-school program aimed at bolstering academic performance and life skills among elementary and middle school students., Assisted with homework, lesson plan development, and educational activities, ensuring the students received comprehensive support., Additionally, helped in raising program awareness by creating promotional materials like posters and flyers.
Timeline
Associate of Applied Science - Medical Laboratory Science
College of Southern Maryland
08.2026 - 10.2026
Call Center Service Representative
Kaiser Permanente
01.2026 - 04.2026
Enrollment Specialist I ( Thrive Ambassador)
Kaiser Permenente
09.2024 - 12.2024
Call Center Representative
United States Patent and Trademark Office
07.2023 - 01.2025
Call Center Representative
American Job Center
01.2020 - 05.2023
B.S. - Biology
University of the District of Columbia
08.2017 - 05.2023
Program Assistant (Operations)
Marion Barry Leadership Institute
01.2017 - 01.2020
Research Assistant
UDC