Jasmine Cox Email & Phone Number

Cocoa, Fl, Us

Intentionally develop and coach your team, driving and improving our culture while developing future leadersManage the daily operations of the team, including KPI results and employee satisfactionOversee the identification of trends and knowledge gaps across Service Operations as they are surfaced and drive improvements utilizing a Lean methodologyValidate appropriate escalation procedures are in place and adhered to to reduce customer frictionPartner with different leaders in all areas of the business to drive core operational improvementsWorkforce planning and executionUtilize or drive key business insights to make recommendations that drive desired cultural and operational or customer experience-based outcomesIndirect financial responsibilityCompliance with all applicable laws and regulationsOther duties as assigned

Florida, United States

Manage the design, develop, and oversee an innovative new hire training program featuring interactive modules, continuous improvement-focused knowledge assessments, and hands-on proficiency certifications. This strategic project resulted in a remarkable 33% reduction in new hire training duration, optimizing efficiency and aligning with organizational goals for streamlined processes.Developed a semi-automatic, multi-layer internal appraisal audit system for my department, integrating a customized weighted rubric, database tracking, user friendly interface and email generation/sending functionality. This initiative has propelled my department closer to achieving a DPMO (Defects Per Million Opportunities) standard.Proficient in overseeing a multitude of projects involving diverse stakeholders while consistently achieving excellence through ongoing personal development focused on refining and implementing best practices for effective organization and optimization.In fostering a culture of continuous improvement within my department, I have successfully applied DMAIC principles to gather essential metrics for meaningful change. Through diligent time studies, automated data extraction workflows, and insightful Gemba walks, I introduced formal Quality Audits for the first time. As a result, our team elevated its average score from 80% to 90%. We also achieved significant improvements in developing our SLA adherence by identifying and reducing workflow inefficiencies, resulting in the timely closure of approximately 20% more tickets.Proficient in communicating feedback and best practices to personnel at all levels, thereby exerting a positive influence essential for implementing the necessary changes to drive the department's success.Cultivated a positive team and company culture that garnered an employee leadership satisfaction rating exceeding 90%, with particular emphasis on Personal Development, Team Development and Empowerment and Communication.

United States

Utilized DMAIC principles to achieve data-driven insights at informed decision-making, taking the lead in cross-functional collaboration to define problems, devise remediation strategies, and conduct comprehensive, long-term root cause analyses.Recognized possibilities for automation, better organization and data collection by utilizing Monday.com, Slack, and Google Sheets. Collaboratively with other teams, I managed the fine-tuning of these innovations to facilitate the expansion of operations and presented clear, concise summaries to effectively convey the intricacies of our data to leadership and stakeholders.Cultivated strong connections with our internal teams, external vendors, and partners to drive expansion and achieve critical operational metrics and platform objectives.Oversee the day-to-day requirements of my teams, acting as the primary point of communication, enhancing and optimizing performance metrics, creating individualized career development plans for each team member, and providing personalized guidance to help refine their skills. Foster a culture of engagement within the team by promoting an inclusive and inviting work environment.Leveraged my extensive knowledge of the health industry and claims processing to mitigate external escalations and streamline internal workflows, facilitating improved self-service capabilities.

Display an exceptional grasp of health plan operational processes, applications, and regulatory mandates by crafting and upholding department policies. Prioritize the safety of all associates by implementing robust procedures to ensure continuous adherence to CMS, State, and Federal guidelines. Furthermore, I've spearheaded the development and execution of corrective action plans as required.Used Lean Six Sigma practices in the development of onboarding, and training of new associates within the Operations Department. I managed the consistent evaluation of newly implemented onboarding procedures to assess their outcomes and determine the necessity for further training or process adjustments.Act as a liaison connecting departments and vendors to achieve departmental objectives. This encompasses The empowerment of upper leadership to take action on process enhancement strategies, the formulation of impact plans, resolution of intricate issues, and the consistent delivery of communications and invoices to internal and external stakeholders, ultimately contributing to the timely recovery of overpayments to the company of over 1 million dollars.

Melbourne, Florida, United States

Served as a Subject Matter Expert (SME) for various projects including Symkey, UiPath, Provider Refunds, and COB. I played a pivotal role in crafting and assisting with the development of processes and logic paths for Symkey and Support Point. Managed a team I crafted for a department-wide recoupment initiative. In this capacity, I created custom reports, pivot tables, and SQL databases to facilitate the recovery and future data analysis of the company’s overpayments.Adhering to claims processing policies and procedures, grievance protocols, state regulations, CMC/Medicare guidelines, and benefit plan documents/certificates. I engage in active participation and collaboration with the department leadership to perpetually enhance workflows and effectively communicate any identified issues pertaining to claims and claims processing.Skillfully embrace and drive change by welcoming feedback and leveraging continuous improvement prospects. Proficiently communicate ideas, convey information, report facts, respond to inquiries, and employ active listening techniques, thereby facilitating effective exchange of both verbal and written information.

Melbourne, Florida, United States

Responsibilities:• Making the World's Happiest Customer • Leading the doctor’s office/sales team under the Manager• Handling process improvements and coaching for metrics• Selling of Glasses and Contact Lens • Fixing and Adjustment of Frames • Aiding the Optometrist with Pre Exam, Lens Reading and First-time Contact Demonstration and Instruction. • Front Desk Receptionist • Insurance Authorization • Chart Creating and Filling • Answering the phone for appointments and Orders • Customer Service • Opening and Closing the Store • Money Management • Inventory Control (Pricing, Stocking, Recalls, Inventory Check) • Payroll • Scheduling

Remote

Responsibilities • Make phone calls to Customers • HealthCare Data Entry • Front Desk Receptionist • Insurance Authorization • Chart Creating and Filling • Answering the phone for appointments and Orders • Customer Service

Palm Bay, Florida

Responsible • First Key Under Assistant Manager • Repeatedly Commented Excellence Customer Service • Prepared End of Day Deposit • Receiving Shipments • Stocking • Cashier Accomplishments Promoted after 5 months of working to Cashier to 3rd Full Time Key. Skills Used -Customer Service -Multitask -Money handling -Problem solving

Melbourne, Florida Area

Responsible • First Key Under Assistant Manager • Repeatedly Commented Excellence Customer Service • Prepared End of Day Deposit • Receiving Shipments • Stocking • Cashier Accomplishments Promoted after 5 months of working to Cashier to 3rd Full Time Key. Skills Used -Customer Service -Multitask -Money handling -Problem solving

Melbourne, Florida Area

Responsibilities • Answer customers service questions from calls. • Aid calling customers with problems and offer products. Accomplishments In my first week all my calls were graded higher than 90%. Skills Used • High customer service • Computer operation skills • Phone operation skills • Multitasking

Melbourne, Florida Area

Responsibilities • Seasonal Assistants • Cashier • Customer Service

Associate Of Science - As, Computer/Information Technology Administration And Management

Bachelor’S Degree, Computer Information Systems

High School, Business And Art

Activities and Societies: President of Japaneses Club, Manga Anime Society and member of the Interact Club.