Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Generic

Jazmine Hopkins

Fort Leavenworth,US

Summary

Professional with 5+ years of experience delivering thorough and skillful administrative support to senior executives, healthcare information technology, customer service, sales teams, and healthcare laboratories. Adept at producing exceptional customer service skills, contract bidding, technical support, troubleshooting, reports, and letters, routing incoming mail (fax and emails), managing schedules, conducting investigations, coaching, coordinating projects, and making corrections and updates to documents. Advanced technology skill set. U.S. Military Spouse. B.A. degree.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Configuration Analyst (Hybrid)

SS&C Technologies
10.2023 - Current
  • Kept CM work aligned with project's configuration management plan.
  • Prepared CM-related documentation for on-time delivery.
  • Supported customers and government teams with accurate, timely information on infrastructure system and service configuration items.
  • Implemented change control, configuration status accounting and configuration audits.
  • Analyzed existing systems and databases and recommended enhancements to solve business needs
  • Conducted and cleaned data of 100+ entries for mass drug deletions.
  • Created various Excel documents to assist with pulling metrics data and presenting information to stakeholders for concise explanations of best placement for needed resources.

Healthcare Solution Analyst (Remote)

Cerner
10.2022 - 10.2023
  • Utilized Visual Basic scripts and SQL queries to develop and maintain reports while ensuring SLA's are met.
  • Provided client support on system operation and troubleshooting.
  • Resolved or escalated problem tickets to resolve user issues.
  • Defined and documented scope of projects for distribution to team.
  • Organized system operating procedures to strengthen controls.
  • Resolved malfunctions with systems and programs through troubleshooting.
  • Improved system accessibility for end users by introducing automated processes for issue resolution, resulting in a 63% decrease in response time and a 32% decrease in resolution time.

Clinic Solution Account Manager (Hybrid)

Abbott
02.2022 - 06.2023
  • Increased client growth by 20% and revenue recognition by 10% through a progressive approach of providing clinic solutions enhancing system performance and team capabilities
  • Performed by conducting reconfigurations to issues requiring troubleshooting events
  • Managed internal database to track manufacturing projects and client engagements, generating weekly reporting metrics for executive review
  • Developed a satisfaction survey to gain client feedback and oversee customer relations.
  • Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
  • Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.

Advanced Medical Support Assistant

Department of Veterans Affairs
01.2021 - 02.2022
  • Mailed patient appointment letters.
  • Maintained and obtained medical records.
  • Verified and updated clinical records.
  • Provided backup support to office staff by completing billing and filing tasks, answering phones and scheduling appointments.
  • Performed medical records management, including filing, organizing and scanning documents.
  • Prepared lab specimens for diagnostic evaluation.
  • Liaised with patients and addressed inquiries, appointment requests and billing questions.
  • Electronic Management System (EMR) utilization to electronically document patient demographics, clinical notes, and medical coding and accessions.
  • Coordinated patient scheduling for a diverse patient population while improving clinic eiciency by 30%, enhancing patient satisfaction, and reducing wait times by 45%.

Patient Scheduler

Olathe Medical Center
01.2020 - 09.2020
  • Increased patient satisfaction by scheduling acute care appointments for patients within 24 hours of initial phone call by liaising between healthcare providers, patients, and insurance agencies ensuring healthcare services and referral management
  • Assisted in triaging over 1,200 appointments/month with a 95% patient satisfaction rate and a 7%-reduction in no-shows
  • Verified insurance coverage and obtained pre-authorizations.
  • Collaborated with medical and administrative personnel to maintain patient-focused, engaging and compassionate environment.
  • Helped improve patient outcomes by educating and advising on relevant treatments and care.

Reimbursement Specialist

United BioSource Corporations
11.2018 - 08.2019
  • Developed and implemented an efficient program to identify and address reimbursement denials, leading to a reduction of denied reimbursements by 90%
  • Followed up on denied and unpaid claims to resolve problems and obtain payments.
  • Coordinated with insurance providers to verify customer's policy benefits in relation to claims.
  • Educated patients on opioid medications while advising of side effects.
  • Used data entry skills to accurately document and input statements.
  • Reconciled accounts receivable to general ledger.
  • Utilized various software programs to process customer payments.

Customer Service Representative

CVS Caremark
09.2018 - 11.2018
  • Processed customer service orders promptly to increase customer satisfaction.
  • Conducted medication refills for customers.
  • Participated in team meetings and training sessions to stay informed about medication updates and changes.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of medication's and services and created welcoming, positive experiences.
  • Sought ways to improve processes and services provided.
  • Verified prescription information prior to entry in pharmacy computer system.
  • Processed incoming drug orders by checking deliveries against paperwork and updating computer system.
  • Counted and labeled prescriptions with correct item and quantity.
  • Handled an average of 120 customer inquiries daily in a fast-paced environment by proactively listening and responding to customer needs quickly and accurately.

Customer Service Advocate

UnitedHealth Group
10.2016 - 01.2017
  • Successfully handled over 500 customer inquiries monthly, offering exceptional customer service for resolving customer needs
  • Enrolled 300 members into home delivery program within first month of employment by responding to inbound calls and offering the best possible solution to the caller's problem
  • Developed and implemented process improvement initiatives to enhance customer service delivery
  • Composed weekly reports that monitored customer complaints and service goals
  • Assisted in the development of a new customer service training process.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets.

Senior Data Entry Operator

Quest Diagnostics
04.2015 - 10.2015
  • Completed data entry of 1000+ customer-provided documents into internal database, ensuring 100% accuracy of data
  • Entered data into customer profiles, allowing for automated customer service capabilities.
  • Organized, sorted, and checked input data against original documents.
  • Completed data entry tasks with accuracy and efficiency.
  • Communicated with supervisors and colleagues to process data quickly and resolve discrepancies.
  • Sorted documents and maintained organized filing process.
  • Scanned documents and saved in database to keep records of essential organizational information.
  • Entered numerical data into databases with speed and accuracy using 10-key pad.

Customer Service Representative

Convergys
11.2014 - 04.2015
  • Accepted payments from customers via cash, check, and credit card, prepared daily banking deposit and reconciled customer transactions
  • Resolved customer complaints, inquiries, and requests within 24 hours and maintained 98% customer satisfaction rate, prompting return and repeat sales from existing customers
  • Answered product and service questions, suggesting other offerings to attract potential customers.
  • Accepted payments on behalf of delinquent accounts to create current standing.
  • Responded to customer inquiries and provided technical assistance over phone.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Diagnosed and troubleshot hardware, software and network issues.

Education

Bachelor of Arts - Criminal Justice

American Military University
Charles Town, WV
06.2022

Skills

  • Information Technology (IT) Management
  • System Analysis
  • Technical Support
  • HRIS
  • IT Hardware/Software
  • IT Asset Management Tools
  • PeopleSoft
  • Coding
  • Data Analysis
  • Configuration
  • Troubleshooting
  • Hardware
  • Epic
  • Cerner Systems
  • EHRM
  • Medicare Medicaid
  • Healthcare
  • Management
  • Project Management
  • Stakeholder
  • Liaison
  • Contracts
  • Negotiation
  • Salesforce

Certification

  • Google Data Analyst, Coursera, 2023
  • IBM Cybersecurity Analyst, Coursera, 2023

Timeline

Configuration Analyst (Hybrid)

SS&C Technologies
10.2023 - Current

Healthcare Solution Analyst (Remote)

Cerner
10.2022 - 10.2023

Clinic Solution Account Manager (Hybrid)

Abbott
02.2022 - 06.2023

Advanced Medical Support Assistant

Department of Veterans Affairs
01.2021 - 02.2022

Patient Scheduler

Olathe Medical Center
01.2020 - 09.2020

Reimbursement Specialist

United BioSource Corporations
11.2018 - 08.2019

Customer Service Representative

CVS Caremark
09.2018 - 11.2018

Customer Service Advocate

UnitedHealth Group
10.2016 - 01.2017

Senior Data Entry Operator

Quest Diagnostics
04.2015 - 10.2015

Customer Service Representative

Convergys
11.2014 - 04.2015

Bachelor of Arts - Criminal Justice

American Military University
Jazmine Hopkins