Jasmine Ward
Swansea
Summary
Operations-focused administrative professional with 8+ years of experience supporting leadership teams in highly regulated environments, including Department of Defense (DoD), Medicare, and commercial programs. Proven expertise in executive support, workflow coordination, compliance auditing, escalation management, reporting, and cross-functional collaboration. Recognized as a subject matter expert and team trainer in fast-paced, metrics-driven environments.
Overview
12
12
years of professional experience
Work History
Customer Service Lead Representative
Express Scripts Pharmacy
07.2021 - 01.2024
- Supported daily operations and workforce planning to ensure floor coverage and productivity optimization.
- Monitored performance metrics (occupancy, ACW, quality scores) to maximize staffing efficiency.
- Served as escalation lead for complex compliance and customer issues requiring leadership-level resolution.
- Conducted quality audits to ensure adherence to HIPAA, Medicare, and DoD contractual standards.
- Collaborated cross-functionally with operations and leadership teams to improve workflow processes.
- Supported special projects, reporting initiatives, and compliance reviews.
Prescription Benefit Specialist
Express Scripts Pharmacy
04.2017 - 07.2021
- Managed high-volume inbound/outbound communications across DoD, Medicare Part D, and commercial accounts.
- Interpreted plan designs and insurance structures to provide accurate member guidance.
- Served as Team Trainer and Subject Matter Expert, assisting management with onboarding and performance coaching.
- Conducted call monitoring and quality reviews to ensure regulatory compliance.
Pharmacy Technician
Express Scripts Pharmacy
02.2016 - 04.2017
- Coordinated prior authorizations and physician communications.
- Managed prescription processing, documentation, and workflow tracking.
- Ensured regulatory compliance and accurate data entry.
Pharmacy Technician / Retail Associate
Walmart Supercenter – Pharmacy
03.2012 - 02.2016
- Managed prescription inventory and regulatory compliance.
- Supported patient coordination, switchboard operations, and front-end pharmacy workflow.
Education
Southwestern Illinois College
IllinoisSkills
- Executive Administrative Support
- Operations Coordination
- Production Support
- Escalation Management
- Compliance (HIPAA, Medicare, DoD)
- Quality Assurance & Auditing
- Performance Metrics & Reporting
- Calendar & Workflow Management
- Cross-Functional Collaboration
- Training & Development
- Process Improvement
- Microsoft Office Suite
Timeline
Customer Service Lead Representative
Express Scripts Pharmacy
07.2021 - 01.2024
Prescription Benefit Specialist
Express Scripts Pharmacy
04.2017 - 07.2021
Pharmacy Technician
Express Scripts Pharmacy
02.2016 - 04.2017
Pharmacy Technician / Retail Associate
Walmart Supercenter – Pharmacy
03.2012 - 02.2016
Southwestern Illinois College