Earlene Golden-Smith
Wilmer,TX
Summary
Experienced Customer Service Representative with 7+years of customer service experience in high-volume call center environments. Excellene communication skills and problem-solving abilities. Consistently delivering exceptional customer service and driving customer satisfaction. Proven track record of meeting or exceeding performance targets and resolving customer issues. Committed to providing outstanding service and promoting positive customer experiences. Adapt at handling challenging situations with professionalism and empathy. Aiming to contribute effectively to a collaborative team environment.
Overview
7
7
years of professional experience
Work History
Case Manager
MMC Group LP
09.2024 - 02.2025
- Reviewed and verified data intake, ensuring eligibility compliance.
- Transcribed data and completed forms for correct reporting.
- Performed needs assessments to support case management.
- Generated reports to enhance decision-making processes.
- Collaborated with clients to assess needs, ensuring comprehensive support plans that promote well-being and empowerment.
- Streamlined intake processes to enhance data accuracy, significantly reducing processing time and improving client satisfaction.
- Maintained meticulous records and generated detailed reports, supporting data-driven decision-making within the healthcare team.
- Conducted thorough needs assessments, enabling tailored support plans that enhanced client well-being and satisfaction.
Tier 2 Representative
ImageNet LLC
07.2023 - 07.2024
- Updated patient records, ensuring accuracy in insurance and demographics.
- Resolved customer inquiries swiftly, enhancing satisfaction.
- Facilitated pre-authorization processes, improving service delivery.
- Shown in-network providers, improving patient access.
- Streamlined communication, achieving prompt issue resolution.
- Reviewed and updated insurance data to ensure accuracy, which led to reduced processing errors and improved claim resolution times.
- Analyzed Explanation of Benefits (EOB) and Coordination of Benefits (COB) to streamline client communications, enhancing clarity and understanding.
- Collaborated with healthcare providers to verify in-network status, ensuring patients receive prompt and proper care.
- Maintained updated patient records, ensuring accuracy in insurance and demographics, which minimized processing errors.
CSR - Customer Service Representative
LTCG LLC
05.2022 - 02.2023
- Resolved customer issues swiftly, enhancing satisfaction and loyalty.
- Communicated billing details effectively, ensuring clarity and compliance.
- Logged service interactions accurately, improving data accuracy.
- Addressed inquiries efficiently, boosting customer retention.
- Explained policies clearly, strengthening customer understanding.
- Fostered positive relationships with customers, enhancing satisfaction and loyalty through attentive service and proactive communication.
- Monitored and analyzed service trends, implementing changes that resulted in marked gains in operational efficiency and service quality.
- Resolved customer issues promptly, leading to noticeable improvements in satisfaction and loyalty metrics.
Tier 2 Representative/Lead
IKS Health
12.2019 - 02.2022
- Led team to enhance client satisfaction, achieve notable service improvements, resolving issues efficiently.
- Managed support operations, improving response times, fostering team collaboration, and boosting client trust.
- Supervised team, optimizing workflows, enhancing service delivery, and contributing to client retention.
- Resolved customer inquiries promptly, enhancing service efficiency and achieving noticeable gains in customer satisfaction.
- Update Insurance, go over claim's status, explain EOB update COB, submit HCFA Forms, rebill claims
Education
High School Diploma -
Marshall High School
Marshall, TXDiploma - Medical Assistance
Concord College
Grand Prairie04.2026
Skills
- Case Management (Expert)
- Customer Service (Expert)
- Data Entry (Expert)
- MS Office (Expert)
- EMR (Expert)
- EHR (Expert)
- Insurance (Expert)
- Healthcare (Expert)
- Problem Solving (Experienced)
- Communication (Expert)
- Time Management (Experienced)
- Customer Engagement (Expert)
- Patient Advocacy (Expert)
- Organizational Skills (Expert)
- Team Collaboration (Expert)
- Data Analysis
Timeline
Case Manager
MMC Group LP
09.2024 - 02.2025
Tier 2 Representative
ImageNet LLC
07.2023 - 07.2024
CSR - Customer Service Representative
LTCG LLC
05.2022 - 02.2023
Tier 2 Representative/Lead
IKS Health
12.2019 - 02.2022
Diploma - Medical Assistance
Concord College
High School Diploma -
Marshall High School