Jasmine McLean
McKeesport,PA
Summary
Personable and dedicated customer service representative with extensive experience in 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
9
9
years of professional experience
1
1
Certification
Work History
Benefits Verification Specialist
Kelly Services/ Willis Tower Watson (Contract)
, Remote
09.2023 - 03.2024
- Quickly building rapport and compassionately responding to plan participants by identifying and exceeding expectations, responding in a respectful, accurate, and timely manner, and consistently meeting commitments via phone, email, and instant message.
- Customizing your customer service approach to meet all types of communication styles and personalities, while maintaining professionalism and diplomacy during difficult calls.
- Handling confidential information with sensitivity and discretion, following HIPAA and Data Privacy laws, and company data security requirements.
- Maintaining and documenting complete, and accurate call and case notes in a professional manner.
Operations Analyst
ASK Staffing/ BNY Mellon (Contract)
, Remote
08.2022 - 07.2023
- Monitor Systems - Treasury Edge, NEXEN, Marketplace
- Reconcile positions between front office and back office systems
- Process and oversee the settlement process
- Review and resolve all position and cash breaks from the daily reconciliations between the firm and its counterparties which are prepared by the firm's Fund Administrator
- Support traders with the operational process of listed and OTC derivative products
- Settlement of public and private investments for securities across the capital structure of companies
- Preparation and review of weekly reporting for the investment management team
- Preparation of cash transfers for settling investments, expenses, and distributions
- Coordination with banks, custodians, brokers, and other internal and external service providers
- Developing ideas to improve operational efficiencies.
Collections Specialist
Acima Credit
, Remote
11.2021 - 05.2022
- Auditing applications to ensure accuracy
- Retailer and customer support through phone, email and chat during the application process
- Phone punctuality - approximately 80% of the support provided is via phone
- Documentation review, i.e
- Photo IDs, invoices, and lease agreements
- Communicate with the applicant's bank to confirm banking information when needed
- Work directly with a department coach to continuously grow and develop skills.
Outreach Specialist
PopHealthCare LLC (Contract)
, Remote
04.2021 - 09.2021
- Assist members with appointment scheduling, cancellations, and reschedules through all communication platforms (Telephone, Texting, Email, and Chat)
- Verifies and determines member eligibility and accurately assesses the needs of the member to adequately select program and schedule member appointments
- Documents member inquiries, appointment scheduling, call outcomes, special requests, and other relevant information into the department computer system
- Meet expectations for individual daily, weekly, and monthly sales goals and quality engagement standards for all clients
- Will work on multiple computer platforms simultaneously, including but not limited to Outlook, SharePoint, electronic medical record system
- Manage a high volume of outbound and inbound calls, emails, chat, and text communications in a timely manner.
Billing Specialist
Credit Management Company-Pittsburgh, PA
, Remote
01.2020 - 04.2021
- Communicate with consumers via telephone on an inbound and outbound dialing system
- Manage multiple accounts to resolve consumer account balances
- Demonstrate superior customer service skills, patience, and diligence with each account
- Provide consistent follow-up with consumers
- Collect full balances or negotiate the highest possible payment arrangements with consumers
- Keep detailed records of all consumer communications and payment arrangements
- Use automated dialing technology as well as manual calling methods
- Follow scripting specific to the department
- Process immediate payments establish recurring payments and follow specific scripting for PCI compliance
- Meet and/or exceed monthly financial goals.
Benefits Verification Specialist
AmerisourceBergen (Contract)-Monroeville, PA
11.2019 - 01.2020
- Verifying patient insurance benefit information
- Triage cases with missing information to the appropriate program associate
- Verifies patient-specific benefits and precisely documents specifics for various payer plans including patient coverage, cost share, and access/provider options
- Identifying any coverage restrictions and details on how to expedite patient access
- Documenting and initiating prior authorization process and claims appeals
- Reporting any reimbursement trends or delays to management.
Billing Specialist
Guardian Pharmacy-Indianapolis, IN
05.2019 - 09.2019
- Reprocess rejected claims to 3rd party providers by identifying why the claim was rejected and making any necessary corrections (prior authorization, new ID#, etc.)
- Answer incoming calls related to billing issues
- Resolve issue or forward to appropriate authority as needed
- Make outgoing calls to insurers, responsible parties and others to follow up on rejected claims and to garner accurate insurance information
- Work collaboratively with co-workers to ensure all deadlines for department are met in an efficient manner
- Assist in the regular billing invoice production process
- Make preliminary collection calls for outstanding invoices
- Assist in the production of collections letters
- File daily admits and make new folders as needed
- File all duplicate copies of private billing folders
- Copy checks for deposits and maintain all records accurately
- Complete prior authorization request forms
- Perform other duties and responsibilities as assigned
- Communicate and establish a good relationship with facilities to obtain information as needed to assist with billing, patient set-up, and collections.
- Assist DFA with credit card payments, statement inquiries, audits, and collections
- Assist with medication price quotes, as needed.
- Other essential functions and duties may be assigned as needed.
Billing Specialist
CVS-Monroeville, PA
06.2018 - 04.2019
- The primary responsibilities of a Medical Collections Specialist are to ensure timely and accurate account payment for outstanding balances while demonstrating excellent customer service to patients, healthcare professionals and insurance carrier
- Responsible for all third party follow-up associated with the dispensing of prescription medication; maintain supporting chronological notes that detail action taken to resolve outstanding account balances
- Maintains patient demographic information and data collection systems
- Work all billing/collection reports, queues, or diversions according to payer and company policy guidelines
- Researches and responds by telephone, via the Internet and in writing to insurance companies and governmental payors regarding billing issues and problems
- Follows up on submitted claims; monitors unpaid claims, initiates appeals and resubmits claims as necessary
- Easily identifies payor trends, prepares projects for escalations and all other duties as assigned to ensure timely and accurate reimbursement
- Transmit or submit claims (paper, electronic) to insurance payors for reimbursement
- Resolve insurance problems and patient issues that may have resulted from incorrect or incomplete information, therapy changes and pharmacy or shipping errors
- Provide detailed follow up with patients and payors in the form of, but not limited to phone calls, fax transmittals and e-mails
- Contact patients and Physician's offices as needed in order to expedite claims processing.
Account Manager
Carson Smithfield-Pittsburgh, PA
10.2017 - 05.2018
- Collect payments on past due bills
- Create a list of people who have not made payments
- Organize list according to severity of delinquency
- Utilize computer systems to handle skip tracing
- Inform clients of overdue accounts and amount currently owed
- Attempt to collect payment
- Review terms of sale or loan documents
- Ensure all customer information is correct, including phone numbers and addresses
- Listen to the customer's story and determine if debt can be collected
- Set up repayment plans and new terms of sale
- Offer advice or refer customers to debt counselors
- Record new commitment to repay debt
- Send statements of delinquencies to the credit bureau
- Purge records if the debt has been satisfied
- Report satisfied debts to credit bureaus
- Follow federal and state laws dealing with debt collection
- Print reports for management
- Purge records from deceased people.
Lending Consultant
Citizens Bank (Contract)-Pittsburgh, PA
10.2016 - 10.2017
- Verifies debt ratios, income, debts, etc for student loans
- Requests school certifications from Financial Aid Offices at various colleges/universities within 24 hours of receipt of the pending loan file
- Contact members about their loan status within 24 hours of receiving the loan file
- Closes loans on average within 10 business days
- Verifies all information provided by FSR is correct, including but not limited to, debt ratios, income verification, loan amount, term, rate, etc making sure the loan fits within MACU guidelines, policies and procedures
- Prepares closing documents
- Notifies branch and member when the loan is ready to close
- Completes loan audits within 48 hours of receiving all closing documents to ensure timely audits
- Promotes the student lending program and other products/services to members, schools and students
- Performs other duties as assigned.
Customer Service Representative/Call Center
Century Negotiations-Irwin, PA
09.2015 - 09.2016
- Performed financial debt analysis and portfolio for submission to underwriters
- Discussed hardship program and available options
- Completed and submitted enrollment forms
- Consulted with consumers who expressed interest in debt resolution regarding complex and financial debt settlement
- Discussed with consumers about different debt resolution options
- Developed viable and specific debt resolution plan for the consumer
- Guided consumers towards making learned decision to join the Debt program.
Customer Service Representative
PNC Bank-Pittsburgh, PA
02.2015 - 09.2015
- Research and resolve customer problems, acting as the customer liaison between other bank departments when necessary
- Assist customers with routine account-related requests such as: funds transfers, automatic funds transfers (AFTs), stop payments, inquiries about bank deposit products and service charges, inquiries about ATM and debit card usage and limits, inquiries about checking and savings accounts transactions, inquiries about funds availability, and check verification requests by third parties
- Cross-sell bank products and services based on customer needs under the banks' program standard
- Verify information on ATM/debit card applications to the information in the customer's database.
Education
Diploma -
Ben Davis High School
Indianapolis, IN06-2010
Some College (No Degree) - Pre-Nursing
Indiana University Bloomington
Bloomington, INSkills
- Accounts Receivable
- Billing
- Collections
- Data Entry
- Outlook
- Claims
- Time Management
- Insurance Verification
- Medical Collection
- Mobile Devices
- Windows
- Help Desk
- Medical Billing
- Microsoft Windows Server
- Microsoft SharePoint
- Customer service
- Negotiation
- Computer skills
- Microsoft Word
- Microsoft Outlook
- Sales
- Organizational skills
- Administrative experience
- Microsoft Powerpoint
- Benefits Explanation
- Healthcare regulations
- Insurance knowledge
- Accuracy and Precision
- Documentation And Reporting
- Verbal and written communication
Certification
Driver's License
Timeline
Benefits Verification Specialist
Kelly Services/ Willis Tower Watson (Contract)
09.2023 - 03.2024
Operations Analyst
ASK Staffing/ BNY Mellon (Contract)
08.2022 - 07.2023
Collections Specialist
Acima Credit
11.2021 - 05.2022
Outreach Specialist
PopHealthCare LLC (Contract)
04.2021 - 09.2021
Billing Specialist
Credit Management Company-Pittsburgh, PA
01.2020 - 04.2021
Benefits Verification Specialist
AmerisourceBergen (Contract)-Monroeville, PA
11.2019 - 01.2020
Billing Specialist
Guardian Pharmacy-Indianapolis, IN
05.2019 - 09.2019
Billing Specialist
CVS-Monroeville, PA
06.2018 - 04.2019
Account Manager
Carson Smithfield-Pittsburgh, PA
10.2017 - 05.2018
Lending Consultant
Citizens Bank (Contract)-Pittsburgh, PA
10.2016 - 10.2017
Customer Service Representative/Call Center
Century Negotiations-Irwin, PA
09.2015 - 09.2016
Customer Service Representative
PNC Bank-Pittsburgh, PA
02.2015 - 09.2015
Diploma -
Ben Davis High School
Some College (No Degree) - Pre-Nursing
Indiana University Bloomington
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