Summary
Overview
Work History
Education
Skills
Timeline
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Jazmine James

Riverview

Summary

Experienced in team leadership, strategic planning, and operational management. Leveraging effective communication and organizational skills to drive project success. Proven track record of fostering productive work environments and consistently achieving set goals. Adept at leading teams towards success.

Overview

7
7
years of professional experience

Work History

Central Support Operations Coordinator

United Healthcare
06.2023 - 02.2025
  • Coordinate and manage central support operations to ensure efficiency and effectiveness in delivering services to patients
  • Implement and monitor processes to streamline the central support operations, ensuring maximum efficiency and productivity
  • Analyze and report on key performance indicators to track the efficiency and effectiveness of central support operations
  • Develop and maintain positive relationships with providers, ensuring timely and accurate communication to facilitate the authorization process and enhance overall customer satisfaction
  • Collaborate with cross-functional teams to identify areas of improvement and implement strategies to optimize the delivery of services
  • Led successful projects from conception to completion, achieving objectives on time and within budget constraints.
  • Collaborated with area managers to evaluate needs and optimize operational plans.

Care Management Associate 2 | Engagement Lead

Humana
07.2022 - 05.2023
  • Provides non-clinical support to the assessment and evaluation of members' needs and requirements to achieve and/or maintain optimal wellness state by guiding members/families toward and facilitate interaction with resources appropriate for the care and wellbeing of members
  • Performs varied activities and moderately complex administrative/operational/customer support assignments mainly with authorizing services based on specified criteria and researching claims issues stemming from authorization errors
  • Identify and implement innovative engagement strategies to improve member participation in care management programs
  • Develop and deliver training programs for care management associates to enhance their engagement strategies and improve member participation in care management programs
  • Reduced hospital readmissions by closely monitoring patients'' progress and adjusting care plans as needed.
  • Completed weekly scheduling and monthly department reports for case managers.

Call Center Support Manager

Cox Communications
11.2017 - 03.2022
  • Evaluated and resolved escalated issues by serving as a subject matter expert on wide range of issues on multiple systems and applications
  • Used ticketing systems to manage and process support actions and requests
  • Provided Tier 2 IT support to non-technical internal users through desk side support services
  • Develop and implement training programs for call center support team to improve customer service skills and increase customer satisfaction
  • Implement and manage quality assurance processes to ensure high customer satisfaction and accuracy in call center support operations
  • Monitored employee and customer interactions to assess quality of service.
  • Managed daily operations to ensure smooth functioning of the support department.

Education

Bachelor Of Science (B.S.) - Computer Science

Southern New Hampshire University
Manchester, NH
01-2027

Associate In Science (A.S.) - Computer Science

Tidewater Community College
Norfolk, Virginia
12.2021

Skills

  • Staff Education and Training

  • Ticket Support System Management

  • Defect Analysis and Resolution

  • Positive Relationship Building

  • Scheduling management

  • Customer invoicing

  • Process implementation

  • Team leadership

  • Time management

  • Decision-making

  • Medical claims submission

Timeline

Central Support Operations Coordinator

United Healthcare
06.2023 - 02.2025

Care Management Associate 2 | Engagement Lead

Humana
07.2022 - 05.2023

Call Center Support Manager

Cox Communications
11.2017 - 03.2022

Bachelor Of Science (B.S.) - Computer Science

Southern New Hampshire University

Associate In Science (A.S.) - Computer Science

Tidewater Community College

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Jazmine James