Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Jasmine Johnson

Tampa,USA

Summary

Accomplished and results-driven healthcare professional with over 10 years of experience in high-volume call centers, healthcare operations, and insurance services. Adept at leading teams, enhancing operational efficiency, and driving patient satisfaction in fast-paced healthcare environments. Proven expertise in insurance plan management, medical terminology, patient services, and client relationship management. Holds a Bachelor of Science in Healthcare Management and a Life & Health Insurance License. Committed to leveraging healthcare knowledge to improve patient experiences and streamline service delivery.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Customer Service Representative

Catalyst Solutions
Chicago, IL
05.2023 - 07.2024
  • Provided personalized insurance plan recommendations aligned with clients’ unique health needs.
  • Conducted client needs analysis and educated clients on plan coverage, limitations, and benefits.
  • Responded to policy inquiries, claims, and billing questions with a focus on service excellence.
  • Monitored call metrics and adapted communication approaches to meet compliance standards.
  • Collected survey data and implemented changes based on client feedback.

Senior Team Lead Operator

Bayfront Health Hospital
St. Petersburg, FL
01.2020 - 05.2023
  • Managed and trained a 10-member team, providing strategic direction and oversight for daily operational tasks.
  • Handled 500+ inbound calls daily, maintaining service quality and performance benchmarks.
  • Utilized CISCO and SPOKE systems to efficiently manage call routing and documentation.
  • Improved workflow efficiency by developing standard operating procedures and communication protocols.
  • Consistently maintained a 98% customer satisfaction score across all patient-facing interactions.
  • Spearheaded cross-departmental collaboration to reduce patient wait times and boost service quality.

Patient Services Representative

Elmhurst Memorial Hospital
Elmhurst, IL
05.2019 - 04.2020
  • Processed 200+ daily patient calls, verifying insurance coverage and managing appointment scheduling.
  • Provided patients with clear, compassionate guidance on coverage benefits and medical procedures.
  • Handled eligibility checks for 150+ patients per day and ensured accurate record documentation.
  • Worked directly with medical staff to facilitate timely care and follow-up communication.

Customer Service Specialist

Elmhurst Memorial Hospital
Elmhurst, IL
08.2016 - 01.2019
  • Managed 200+ accounts per day, resolving inquiries with a strong focus on professionalism and urgency.
  • Served as primary point of contact for escalated concerns involving patients, staff, and physicians.
  • Organized conference calls, filed incident reports, and supported paging operations.
  • Supported marketing teams by contributing to prospect outreach and retention strategies.

Assistant Tutor

Cluster Tutoring
Chicago, IL
04.2015 - 08.2016
  • Delivered individualized tutoring support to over 20 students per semester, focusing on literacy, study skills, and test preparation.
  • Liaised with parents and instructors to identify learning gaps and develop personalized learning plans.
  • Encouraged confidence and independence in learning through consistent feedback and coaching.

Education

Bachelor of Science - Healthcare Management

Harris-Stowe State University
St. Louis, MO
05.2016

Skills

  • Healthcare operations
  • Patient experience management
  • Insurance navigation
  • Call Center Workflow Optimization
  • Medical terminology
  • Team leadership
  • Communication & Empathy
  • Conflict resolution
  • Scheduling and coordination
  • Data-Driven Problem Solving
  • CRM and call systems (CISCO, SPOKE)

Certification

Life & Health Insurance License

Languages

English, Fluent

Timeline

Customer Service Representative

Catalyst Solutions
05.2023 - 07.2024

Senior Team Lead Operator

Bayfront Health Hospital
01.2020 - 05.2023

Patient Services Representative

Elmhurst Memorial Hospital
05.2019 - 04.2020

Customer Service Specialist

Elmhurst Memorial Hospital
08.2016 - 01.2019

Assistant Tutor

Cluster Tutoring
04.2015 - 08.2016

Bachelor of Science - Healthcare Management

Harris-Stowe State University

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