Customer Service Specialist Healthcare & Insurance

JASMINE ROBINSON

Tampa, FL *****

*************@*****.*** 954-***-****

PROFESSIONAL SUMMARY

Compassionate and highly experienced Customer Service & Call Center Specialist with 14+ years of experience supporting members in fast-paced, high-volume environments. Skilled in simplifying complex health plan, pharmacy, and insurance information while delivering clear, empathetic guidance. Strong multitasker with 4+ years of remote/work-from-home experience using dual monitors, auto-dialer systems, and multi-channel support (phone, chat, email). Proven ability to build rapport, resolve issues efficiently, and maintain HIPAA-compliant documentation. Seeking to bring my healthcare service expertise to Devoted Health as a Member Service Guide.

CORE SKILLS

● Inbound/Outbound Call Handling (300+ calls daily)

● Healthcare, Dental & Pharmacy Benefit Support

● HIPAA Compliance & Member Privacy

● Claims/Benefits Explanation

● Multi-Channel Support: Phone, Chat, Email

● Appointment Scheduling & Payment Processing

● Microsoft Office: Outlook, Excel, Word

● Data Entry & Documentation

● Customer Advocacy & Problem Solving

● Remote Work: Dual Monitors, Auto-Dialer

● Training & Mentoring New Hires

● Empathy, Communication & De-escalation

PROFESSIONAL EXPERIENCE

Owner — AWW Cleaning Services of SWFL

Tampa, FL Feb 2023 – Present

● Manage operations, scheduling, customer relations, and service delivery for residential and commercial cleaning clients.

● Oversee billing, contracts, and client communications while maintaining excellent customer satisfaction.

Customer Service Representative — Alta Resources (Contract Permanent) Fort Myers, FL Aug 2015 – Feb 2024

Supported members of HCSC (Health Care Service Corporation) in a high-volume inbound call center.

● Handled large call volumes and live chats, assisting members with pharmacy, dental, and health plan benefits.

● Explained claims, coverage details, deductibles, and out-of-pocket costs in easy-to-understand terms.

● Processed payments, scheduled doctor appointments, and issued benefits booklets and ID cards.

● Updated patient demographics, insurance information, and documented interactions in HIPAA-compliant systems.

● Resolved member concerns with empathy and accuracy, escalating when clinically necessary.

● Completed data entry, managed client records, and performed customer experience surveys.

● Trained new hires on systems, policies, and service expectations.

● Supported inventory tracking, cashier duties, and credit card transactions as needed. Shift Manager — RaceTrac Petroleum, Inc.

Fort Myers, FL Jul 2020 – Apr 2021

● Supervised daily store operations, associates, and shift coverage.

● Performed cigarette counts, vendor check-ins, deposits, and compliance checks.

● Trained new team members and maintained store readiness. Associate — Speedway / Wawa

Fort Myers, FL Feb 2014 – Jan 2017

● Provided frontline customer service, handled cash operations, and maintained store standards.

● Increased customer satisfaction through fast, friendly service. Cashier / Cook — Burger King

Fort Myers, FL Nov 2012 – Apr 2015

● Delivered fast and accurate service in drive-thru and front counter roles.

● Operated kitchen equipment, prepared food, and handled payments. EDUCATION

Bachelor of Science (In Progress) – Alternative Medicine Everglades University — Tampa, FL

Medical Assistant Certification

Southern Technical College — Fort Myers, FL (2019–2020) High School Diploma

Dunbar High School — Fort Myers, FL

CERTIFICATIONS & LICENSES

● CPR Certified (Current)

● Sales License (2025–2026)

ADDITIONAL SKILLS

Medical terminology • Insurance verification • Medical records • Billing • Appointment scheduling

• Office management • Computer networking • Live chat support • Organizational skills • Data entry • Phlebotomy (basic) • Residential/Commercial Cleaning

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