Jazmyn Johnson
Philadelphia,PA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Dedicated PCA highly effective at getting patients connected with valuable resources. Technologically savvy and successful managing large caseloads. 2+ years of success career experience in large hospital environments versed in collaborating with insurance companies and completing paperwork. Passionate about patient care.
Overview
10
10
years of professional experience
Work History
Patient Care Advocate II
Cigna/Accredo
10.2022 - Current
- Handle inbound and outbound member, provider and physician calls
- Answer questions related to pharmacy benefits, while maintaining productivity standards and performance guarantees where applicable
- Work with other operational departments to research and resolve mail order and claims issues and respond to members within performance agreement guidelines
- Maintain accurate and complete documentation of all inquiries in order to continuously improve the customer service process and reduce potential legal concerns
- Identify and escalate in a prudent manner, concerns received from patients and/or clients so that corrective action can be pursued and expedited to take care of their needs
- Responsible for good housekeeping techniques, adhering to quality and production standards while complying with all applicable company, state and federal safety
- Other duties as needed.
Customer Service Representative
VXI Global Solutions
08.2021 - 05.2022
- Created customer appointments
- Provided assistance to clients
- Explained products and benefits
- Confirmed payments, refunds, etc
- Operated the live chat
- Provided excellent technical support
- Resolved payment and order disputes
- Scheduled reservations for customers
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Security Officer
Allied Universal
Greensboro, NC
03.2021 - 06.2021
- Preventing illegal or inappropriate actions by maintaining a high visibility presence
- Performing access control procedures on vehicles, personnel, and visitors
- Patrolling the buildings, facilities, and perimeters of the premises
- Informing personnel and visitors of security procedures, as well as acting upon non-compliance
- Monitoring alarm systems and video surveillance systems
Teacher Assistant
City Year
Philadelphia, PA
08.2019 - 03.2021
- Assist school administrators and teachers in identifying students who would benefit from participating in City Year programs
- Plan tutoring sessions and provide small group and one-to-one literacy and/or math tutoring
- Support student academic success in the classroom
- Reinforce the teacher's classroom routines and expectations
- Create, support and/or co-lead literacy and/or math focused class content and events to enrich learning
- Create, support and/or co-lead events or programs recognizing and appreciating growth and/or achievements
- Record content focus and time spent with students providing small group and one-to-one tutoring.
- Participate in and/or lead facilitated data review and student progress monitoring meetings.
- Participate in leadership development training and coaching programs provided by the school
- Facilitate programming and coaching sessions for individual or small groups of focus list students on building social emotional skills and overcoming attendance challenges
- Promote a positive learning environment and school atmosphere by modeling positive peer behaviors.
- Support and/or conduct extended day and virtual programming through facilitation of enriching activities for students before, during and after school.
- Create an engaging classroom space in collaboration with the teacher
- Create, support and/or co-lead events or programs that recognize and appreciate significant growth and/or achievement
- Record time spent with students providing social-emotional development programs and attendance coaching.
Customer Experience Specialist
COMMUNITY NATIONAL BANK & TRUST
Montrose, PA
05.2019 - 03.2021
- Welcome customers warmly when they call the bank; calling them by name (if known)
- Help customers over the phone; answering on the first ring if available
- Serve customers in opening new accounts, updating current accounts, and closing accounts
- Assist customers with routine account-related requests such as Funds transfers and availability,ATM & Debit Card usage and limits,Checking and savings account transactions,Bank interest rates,Internet banking including bill pay and mobile banking, ETC.
- Research and resolve customer problems, acting as the customer liaison between other bank departments when necessary
- Evaluate customer requests for service charge refunds and process necessary paperwork to refund customer service charges as necessary
- Ensure and maintain excellence in front-line coverage to greet and assist walk-in customers and cover the phones
- May input, maintain, and/or delete ATM and Debit Cards within system
- Contact customers to obtain necessary signatures and documentation on accounts due to an exception or missing information
- Actively participate in training programs to maintain and acquire additional job knowledge and skills
- Maintain the highest level of confidentiality with all information obtained
- Represent the Bank in a manner that maintains and expands positive relations with all customers, potential customers, and co-workers
- Perform as a team member in allocating and coordinating the work flow
- Contribute to the fulfillment of department and company objectives and goals
- Comply with all department and company policies and procedures.
Medical Receptionist/Medical Assistant
Temple Hospital
Philadelphia, PA
01.2019 - 02.2021
- Serves patients by greeting and helping them, scheduling appointments, and maintaining records and accounts
- Keeps patient appointments on schedule by notifying provider of patient’s arrival, reviewing service delivery compared to schedule, and reminding providers of service delays
- Comforts patients by anticipating patients’ anxieties, answering patients’ questions, and maintaining the reception area
- Ensures availability of treatment information by filing and retrieving patient records
- Maintains patient accounts by obtaining, recording, and updating personal and financial information
- Obtains revenue by recording and updating financial information, recording and collecting patient charges, controlling credit extended to patients, and filing, collecting, and expediting third-party claims
- Helps patients in distress by responding to emergencies
- Protects patients’ rights by maintaining confidentiality of medical, personal, and financial information
- Maintains operations by following policies and procedures, reporting needed changes
- Contributes to team effort by accomplishing related results as needed.
Dental Assistant/Receptionist
American Family Dental Care
Philadelphia, PA
09.2019 - 12.2019
- Greet patients when they arrive at the dentist's office
- Schedule appointments for patients
- Maintain patient accounts and records
- Prepare and send patient bills
- Submit patient claims to insurance companies
- Assist patients in filling out required intake and medical forms
- Confirm appointments with patients via phone or email
- Manage and organize specialist referrals
- Inform patients of payment options if applicable
- Keep track of office supplies and place orders for more supplies when necessary
- Perform basic accounting tasks such as taking patient payments and preparing billing statements
- Update patient insurance information
- Ensure all dental office equipment is functioning properly
- Sort and organize incoming and outgoing mail
- Maintain petty cash available in the dental office
- Ensure reception area is maintained and professional in appearance
Cashier and Customer Service
Family Dollar
Philadelphia, PA
03.2019 - 09.2019
- Provides a positive customer experience with fair, friendly, and courteous service
- Registers sales on a cash register by scanning items, itemizing and totaling customers’ purchases
- Resolves customer issues and answers questions
- Processes return transactions
- Itemizes and totals purchases by recording prices, departments, taxable and nontaxable items; and operating a cash register
- Enters price changes by referring to price sheets and special sale bulletins
- Collects payments by accepting cash, check, or charge payments from customers and makes change for cash customers
- Balances cash drawer by counting cash at beginning and end of work shift
- Maintains checkout operations by following policies and procedures and reporting needed changes
- Maintains a safe and clean working environment by complying with procedures, rules, and regulations
- Contributes to team effort by accomplishing related results as needed.
Cashier/Customer Service
Toys 'R' Us
Philadelphia, PA
06.2017 - 01.2018
- Greet every customer in a polite manner
- Courtesy Desk
- Search for and complete money transfers
- Return merchandise
- Assist customers with online purchases
- Perform money transactions and register duties
- Maintain cleanliness of service desk
- Customer Service Associate
- Assist customer with issues and complaints
- Assist special needs customers with shopping and purchases
- Retrieve shopping carts
Front Desk Receptionist
Clarion Hotel by Choice Hotels
Columbus, GA
07.2015 - 10.2016
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in or out process.
- Answered telephonic and in-person queries related to hotel services and resolved any issues
- Liaised with other departments of hotel
- Handled payments through cash, checks and credit cards
- Coordinated successful check in and check out procedures for all guests
- Responsible for billing to ensure guests are being charged appropriately
- Assisted guests with registration in the rewards program and explain the procedures of use
- Ran daily credit card transactions through a settlement process
- Recorded daily room occupancy and rate totals
- Recorded revenue totals for cash, checks, and credit card transactions
- Generated automated accounting reports for the manager's review
- Handled 3rd party reservations and ensuring proper processing
- Settled Corporate Accounts and sending reports to those entities for billing purposes
Home Health Aide
Healthcare Services Group
Philadelphia, PA
01.2013 - 08.2015
- Providing housekeeping and laundry services; shopping for food and other household requirements; preparing and serving meals and snacks; running errands
- Providing personal services, such as, bathing, dressing, and grooming
- Helping care for themselves by teaching use of a cane or walker, special utensils to eat, special techniques and equipment for personal hygiene
- Being sure that Patients take medicines on time daily
- Being sure that patients partake in activities both physically and non-physically
Education
High school diploma -
Benjamin Franklin High School
Skills
Technical SupportDesktop SupportTroubleshootingSoftware TroubleshootingMicrosoft WindowsOperating SystemsMac OSLive ChatIOSVMWareAWSCustomer serviceHuman resourcesHospitalityTypingMicrosoft AccessNetwork SupportSound decisionsFast paced environmentTelephone skillsTime managementOrganizationAttention to detailWord processingQuality focusMulti-line phone systemsProfessionalismScheduling
Patient care
Relationship building
Multitasking ability
Case management
Documentation
Claims Processing
Medical terminology
Scheduling
Verbal and written communication
Proficient in Microsoft Software
Progress documentation
Patient education
Patient care
Organizational skills
Decision making
Additional Information
- Authorized to work in the US for any employer
Timeline
Patient Care Advocate II
Cigna/Accredo
10.2022 - Current
Customer Service Representative
VXI Global Solutions
08.2021 - 05.2022
Security Officer
Allied Universal
03.2021 - 06.2021
Dental Assistant/Receptionist
American Family Dental Care
09.2019 - 12.2019
Teacher Assistant
City Year
08.2019 - 03.2021
Customer Experience Specialist
COMMUNITY NATIONAL BANK & TRUST
05.2019 - 03.2021
Cashier and Customer Service
Family Dollar
03.2019 - 09.2019
Medical Receptionist/Medical Assistant
Temple Hospital
01.2019 - 02.2021
Cashier/Customer Service
Toys 'R' Us
06.2017 - 01.2018
Front Desk Receptionist
Clarion Hotel by Choice Hotels
07.2015 - 10.2016
Home Health Aide
Healthcare Services Group
01.2013 - 08.2015
High school diploma -
Benjamin Franklin High School