JASMINE NORRIS
Bedford
Summary
Professional healthcare provider with strong expertise in patient care and support. Skilled in assisting medical staff, managing patient needs, and maintaining healthcare standards. Known for effective teamwork, adaptability, and reliability in fast-paced environments. Proficient in vital signs monitoring, patient mobility assistance, and medical documentation.
Overview
13
13
years of professional experience
Work History
Patient Care Technician
Willis Knighton
06.2024 - 07.2025
- Facilitated patient care by monitoring vital signs and reporting changes to nursing staff.
- Assisted patients with daily activities, ensuring comfort and safety during care routines.
- Maintained accurate patient records using electronic health record (EHR) systems.
- Collaborated with interdisciplinary teams to develop and implement individualized care plans.
Fraud Specialist/Inventory Management Plastics
Chase/JPMorgan
02.2023 - 05.2024
- Providing excellent communication, negotiation, and decision-making skills in a high volume setting.
- Assisting customers in a call center environment and abiding by all applicable regulatory and departmental practices.
- Communicate with customers in a metrics-driven environment, including assisting between 35 to 50 customers daily.
- Investigating and conducting data entries for 25 to 40 customer claims and completing processes within VISA guidelines.
DEBIT CARD FRAUD SPECIALIST
Wells Fargo
01.2021 - 06.2022
- Recommended actions in fraud cases.
- Prepared evidence for presentation in court.
- Conducted in-depth investigations of suspicious financial activity such as suspected money-laundering efforts.
- Evaluated business operations to identify risk areas for fraud.
- Documented investigative activities.
- Analyzed financial data to detect irregularities in areas such as billing trends, financial relationships and regulatory compliance procedures.
- Maintained knowledge of current events and trends in such areas as money laundering and criminal tools and techniques.
- Coordinated investigative efforts with law enforcement officers and attorneys.
- Gathered financial documents related to investigations.
- Implemented, and maintain fraud detection tools and procedures.
- Researched or evaluated new technologies for fraud detection systems.
- Led or participated in fraud investigation teams.
PATIENT CARE COORDINATOR/ INSURANCE SPECIALIST
Baylor Scott & White Hospital
11.2018 - 12.2020
- Investigated and directed patient inquiries and complaints to appropriate medical staff members and followed up to ensure satisfactory resolution.
- Coordinated communication between patients, family members, medical staff, administrative staff, or regulatory agencies.
- Explained policies, procedures and services to patients using medical and administrative knowledge.
- Maintained knowledge of community services and resources available to patients.
- Referred patients to appropriate health care services or resources.
- Demonstrated ability to manage multiple tasks while remaining adaptable and flexible.
- Adhered to quality and service standards to support operational goals.
- Responded quickly to meet customer needs and resolve problems.
- Completed insurance or other claim forms.
- Scheduled and confirmed patient diagnostic appointments, surgeries and medical consultations.
- Completed documents, case histories and forms, such as intake and insurance forms.
- Answered telephones and directed calls to appropriate staff.
- Transmitted correspondence and medical records by mail, e-mail and fax.
- Performed various clerical and administrative functions, such as ordering and maintaining inventory of supplies.
- Operated office equipment, such as voice mail messaging systems and used word processing, spreadsheet and other software applications to prepare reports, invoices, financial statements, letters, case histories and medical records.
PATIENT CARE COORDINATOR
PRIME THERAPEUTICS
06.2018 - 10.2018
- Pulled charts for next day and led charts after treatment Prepared claims forms for patients with dental insurance Processed incoming drug orders, Verified order information against computer database Received incoming calls or emails from members, providers and pharmacies about requesting information on medication and benefit Managed prescriptions by sending electronic requests for new medications and refills. Liaised between hospital departments to facilitate effective communication. Facilitated communication between hospital departments. Worked with patients and families to develop future plans and discuss care actions. Upheld confidentiality requirements and regulatory compliance guidelines. Worked with patients to schedule tests and procedures. Maintained confidentiality of patient data and condition to safeguard health information. Investigated and resolved accounting, service and delivery concerns. Sought ways to improve processes and services provided. Applied highly affective selling skills while properly engaging and presenting solutions to customers.
CUSTOMER SERVICE REPRESENTATIVE
NORTH TEXAS TOLL AUTHORITY
05.2017 - 03.2018
- Provided excellent customer service that exceeded customers' expectations Resolved customer issues and concerns with urgency and professionalism Navigated through automated information systems to analyze caller's situation Provided information about products and services, while demonstrating commitment to Customer Service Demonstrated competencies in Accounts Payable and Purchasing modules, policies and practices Greeted and assisted all customers in prompt, friendly and courteous manner Handled large volume of incoming customer calls and emails daily Identified, researched and resolved customer issues using computer system Managed and supported Call Center processes and procedures Received inbound calls from customers regarding services.
CUSTOMER SERVICE SPECIALIST
TELEPERFORMANCE
08.2012 - 02.2017
- Created and promoted customer centric culture for both internal and external customer Ensured customers receive outstanding service by adhering to and enforcing customer service programs Maintained service, quality and timeliness standards Facilitate problem resolution for any order not meeting customer needs Planned, coordinated, directed and supervised activities of Utilities Customer Service Section Handled customer questions and inquiries in quick, accurate and professional manner Provided rst-hand training and assistance to temporary employees. Used consultative techniques to understand customer needs and make strategic referrals to business partners. Took payment information and other pertinent information such as addresses and phone numbers to place orders. Collected customer feedback and made process changes to exceed customer satisfaction goals. Offered internal and external customers rst-rate customer service to maximize satisfaction and business success. Achieved high satisfaction rating through proactive on-call resolutions of customer issues. Carried out opening and closing functions to meet operational needs underpinning strong customer service. Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions. Surpassed performance goals by approaching interactions with resourcefulness, organization and customer-centric solutions. Applied basic sales strategy to engage customers and present solutions to suit individual needs. Resolved concerns with products or services to help with retention and drive sales. Devised innovative strategies to improve customer satisfaction scores and meet company goals.
Education
High School Diploma -
N WAXAHACHIE HIGH SCHOOL
Waxahachie, TXAssociate of Applied Science - AAS Diagnostic Medical Sonography
Bossier Parish Community College
Bossier City, LA05-2027
Skills
- Self-Motivated
- Written Communication
- Critical Thinking
- Good Telephone Etiquette
- Insurance coverage verification
- Patient contact
- Collaborative relationships
- Quality Standards
- Liability Determinations
- Fraud and Anomaly Analysis
- Credit Card Fraud
- Financial Statements
- Outbound Calls
- Financial Management
- Excellent Communication
- Organization and Time Management
- Data Entry
- Teamwork and Collaboration
- Prior authorization processing
- Understanding of medical terms
- Customer Relations
- Technical Proficiency
- Financial Controls
- Call Control
- Complex Problem-Solving Skills
- Effective Working Relationships
- Active Listening Skills
- Active Listening
- Efficient Service
- Regulatory and Compliance Understanding
- Account Closing
- Communications Strategies
Timeline
Patient Care Technician
Willis Knighton
06.2024 - 07.2025
Fraud Specialist/Inventory Management Plastics
Chase/JPMorgan
02.2023 - 05.2024
DEBIT CARD FRAUD SPECIALIST
Wells Fargo
01.2021 - 06.2022
PATIENT CARE COORDINATOR/ INSURANCE SPECIALIST
Baylor Scott & White Hospital
11.2018 - 12.2020
PATIENT CARE COORDINATOR
PRIME THERAPEUTICS
06.2018 - 10.2018
CUSTOMER SERVICE REPRESENTATIVE
NORTH TEXAS TOLL AUTHORITY
05.2017 - 03.2018
CUSTOMER SERVICE SPECIALIST
TELEPERFORMANCE
08.2012 - 02.2017
High School Diploma -
N WAXAHACHIE HIGH SCHOOL
Associate of Applied Science - AAS Diagnostic Medical Sonography
Bossier Parish Community College