Hi, I’m
Jasmine Thompson
Virginia Beach,VA
Summary
Personable and dedicated Customer Service Representative with extensive experience in Healthcare/Call Center industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
5
years of professional experience
Work History
Sentara HealthcareNorfolk, VA
Customer Service Representative
07.2022 - Current
Job overview
- Primarily responsible for handling incoming calls to effectively address eligibility, claim, and payment issues
- May be required to provide off-phone assistance to customers and department leadership
- Ability to work in a fast-paced environment to assist callers and update billing information, establish payment plans, screen callers for financial assistance, and resolve charge and payment inquiries.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
Cigna- Mindlance IncUnion, NJ
Pharmaceutical Customer Service Representative
10.2021 - 06.2022
Job overview
- Sorting images via fax through various systems to process Prior authorizations
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Maintained accurate records on all prior authorizations requested, received, and denied.
- Reviewed prior authorization requests for completeness and accuracy.
- Ensured compliance with state regulations related to utilization management activities.
- Applied knowledge of Medicare, Medicaid and third-party payer requirements utilizing on-line eligibility systems to verify patient coverage and policy limitations.
- Followed all Medicare, Medicaid, HIPAA and private insurance regulations and requirements.
- Used systems to input claim, prior authorization and other important medical data into system.
- Updated spreadsheets and other document filing systems.
Anthem, Inc./ Mindlance Inc.Virginia Beach, VA
Customer Care Representative I
10.2020 - 03.2021
Job overview
- Under the provisions of CMS/Medicare Support: Responds to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility and claims
- Analyzes problems and provides information/solutions
- Operates a PC/image station to obtain and extract information; documents information, activities and changes in the database
- Thoroughly documents inquiry outcomes for accurate tracking and analysis
- Develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner
- Researches and analyzes data to address operational challenges and customer service issues
- Under immediate supervision, receives and places follow-up telephone calls / e-mails to answer customer questions that are routine in nature
- Resolved customer complaints promptly and professionally.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
ConduentChesapeake, VA
Customer Experience Associate II
02.2019 - 10.2019
Job overview
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Resolved payment and order disputes
- Answer incoming calls regarding patient enrollments into patient support program in a high volume call center environment
- Communicates with patients, insurance companies, providers and prescribers to coordinate reimbursement and access solution
- Review and interpret pharmacy transactions
- Completes casework in a timely manner with consistent follow-up as the accountable case manager
- Pharmacy, managed care, Medicaid and/or Medicare organizations, pharmaceutical and/or biotech manufacturer, medical office, or related similar field
- Participated in training sessions related to new products or services offered by the company.
- Maintained accurate records of all interactions with customers in CRM system.
- Supported sales team members to drive growth and development.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Collected deposits or payments and arranged for billing.
Education
Bayside High SchoolVirginia Beach
High School Diploma
08.2010
MedCerts -Stride CompanyOnline
Certificate from Medical Billing Specialist
University of Phoenix
Some College (No Degree)
Skills
- Detail Oriented
- Person-Centered Care
- Organizational Skills
- Documentation
- HIPAA
- Customer Care
- Powerpoint
- Typing
- Pharmacy Tech Experience
- EMR Systems
- Medical Billing
- Complaint Resolution
- Positive and Professional
- Managed Care
- Quality Management
- Insurance Verification
- Paperwork Processing
- Inbound and Outbound Calling
- Product Knowledge
- Account Management
- Typing Proficiency
- Proofreading
- Typing 50 WPM
- Critical Thinking
- Microsoft Office Expertise
- Microsoft PowerPoint
- Adaptive Team Player
- Multi-Task Management
- Customer Service
- System Implementation
- Problem-Solving Abilities
- Technologically Savvy
- Call Center Operations
- Microsoft Outlook
- Prioritization
- Medical Terminology Knowledge
- Research
- Active Listening
- Healthcare Industry Regulations Knowledge
- Professional Telephone Demeanor
- Quality Assurance Controls
References
References available upon request.
Timeline
Customer Service Representative
Sentara Healthcare
07.2022 - Current
Pharmaceutical Customer Service Representative
Cigna- Mindlance Inc
10.2021 - 06.2022
Customer Care Representative I
Anthem, Inc./ Mindlance Inc.
10.2020 - 03.2021
Customer Experience Associate II
Conduent
02.2019 - 10.2019
Bayside High School
High School Diploma
MedCerts -Stride Company
Certificate from Medical Billing Specialist
University of Phoenix
Some College (No Degree)
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