Jasmine Hoover
Anderson,United States
Summary
Experienced professional with a solid background in customer service, ready to step into a supervisor role and make a real impact. With a knack for leadership and a passion for team success, I bring 7+ years of hands-on experience in guiding teams towards achieving their goals. Known for fostering a collaborative work environment and motivating team members to deliver top-notch service. Skilled in problem-solving, communication, and nurturing talent to drive continuous improvement. Eager to leverage my expertise to lead a dynamic team and exceed performance targets while ensuring exceptional customer satisfaction.
Overview
6
6
years of professional experience
Work History
Patient Navigator
Optum Infusion Pharmacy
2023.11 - Current
- Own the patient relationship and ongoing communication to support timely delivery of
medication and healthcare needs. - Partner and coordinate care with Pharmacy branches, Sales representatives, referral sources,
and any additional Optum colleagues as necessary to provide medication needs. - Prioritize and ensure the on-time outreach of Refill Calls with a goal of initiation 14 days before
the next infusion dates, but no later than 7 days before the next infusion dates. - Communicate and obtain signed patient service and/or financial documents during
active care as necessary. Patient Quote/PSA/ABN documents. - Collect payments for PBM copays at the time of refill and utilize the correct progress note
for financial discussions. - Research and communicate patient financial balances when necessary to ensure patient
accounts are consistently up to date.
• Support patient outreach and communicate with Optum Infusion Billing when appropriate.
Benefit Advocate
United healthcare
2022.09 - Current
- Intervene with care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance when needed
- Respond to and resolve customer service inquiries and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility and claims, financial spending accounts, and correspondence
- Help guide and educate customers about the fundamentals and benefits of consumer-driven healthcare topics including managing their health and well-being by selecting the best benefit plan options, maximizing the value of their health plan benefits, and choosing a quality care provider
- Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues
- Provide education and status on previously submitted pre-authorizations or pre-determination requests.
UX/UI Designer
Genesis Design Studio
2022.01 - 2023.07
- Developed user personas and user scenarios to inform design decisions and prioritize features
- Collaborated with stakeholders to define design requirements and ensure a unified vision
- Conducted user research and interviews to gain insights into customer needs and behaviors, resulting in a more user-friendly design
- Developed interactive prototypes to collect user feedback and validate design assumptions.
Small Business Banker
TD Bank
2018.08 - 2020.09
- Prepared and presented financial reports to management, providing insights into the bank's performance
- Processed small business loan applications
- Assisted with daily electronic transfers
- Managed customer accounts and provided customer service.
Education
Undergraduate Certificate - User Experience/ User Interface Design
Bryan university
04.2023
Skills
- Customer Relations
- Workforce Management
- Team Development
- Problem-Solving
- Leadership: Ability to inspire, motivate, and guide teams toward achieving goals.
- Training and mentoring
Details
Anderson, United States, 8647950166, Jasminehoover9@gmail.com
Timeline
Patient Navigator
Optum Infusion Pharmacy
2023.11 - Current
Benefit Advocate
United healthcare
2022.09 - Current
UX/UI Designer
Genesis Design Studio
2022.01 - 2023.07
Small Business Banker
TD Bank
2018.08 - 2020.09
Undergraduate Certificate - User Experience/ User Interface Design
Bryan university
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