Eboni Smith
Union Springs
Summary
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty. Capable Patient Representative dedicated to providing superior support for patients in need of reliable information regarding insurance coverage, finance options and documentation requirements. Well-versed in scheduling and database management functions for streamlined communication and reduced correspondence backlogs. Excels at identifying client needs and concerns to improve engagement strategies and overall service. Dedicated administrative professional well-versed in communication and team building. Knowledgeable in medical terminology and scheduling. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Certified Nursing Assistant
Department of Veterans Affairs
08.2024 - Current
- Assisted patients with daily living activities for enhanced comfort and wellbeing.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
- Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
- Advocated for patient rights and needs, ensuring respectful and ethical care.
- Streamlined communication between nursing staff, patients, and families to ensure comprehensive understanding of care plans.
- Served as an advocate for each patient's needs during shift handoffs or interdisciplinary conferences with other healthcare professionals.
- Collaborated with nursing staff to create individualized care plans tailored to each patient''s needs.
Posting Representative
Baptist Health
05.2022 - Current
- - Maintain patient accounts and billing information while adhering to compliance regulations.
- - Communicate effectively with teams to resolve discrepancies and support financial operations.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
Customer Service Representative
Alorica
06.2022 - 05.2023
- - Provided outstanding customer service through inbound and outbound calls.
- - Assisted customers with billing inquiries, troubleshooting, and service requests.
- - Maintained professionalism while handling high-volume call interactions.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Delivered prompt service to prioritize customer needs.
Customer Service Representative
Afni
10.2019 - 02.2022
- - Resolved customer concerns with a proactive and solutions-oriented approach.
- - Utilized multiple software systems to track and update customer accounts efficiently.
- - Managed escalations and ensured customer satisfaction through effective communication.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Receptionist
Physician Choice Reception
01.2017 - 08.2019
- Managed front desk operations, including patient registration and scheduling.
- Confirmed appointments, communicated with clients, and updated client records.
- - Navigated medical charting systems to maintain accurate records.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- - Provided quality customer service to patients, ensuring seamless experiences.
Education
Associate of Arts - Communications
Liberty University
Lynchburg, VA05-2018
Skills
- - Customer Service & Problem-Solving
- - Patient Registration & Data Entry
- - Medical Charting Systems & Record Management
- - Insurance Verification & Claims Processing
- - Microsoft Word & Excel Proficiency
- - Multitasking & Workflow Optimization
- - Strong Communication & Interpersonal Skills
- - Team Collaboration
- - HIPAA compliance
- - Reliable team player
- - Direct patient care
- Healthcare ethics
- Patient relationship building
- Insurance verification
- Patient registration
Accomplishments
- - Improved patient check-in efficiency by optimizing registration processes.
- - Successfully maintained a high customer satisfaction rate, resolving escalated inquiries with professionalism.
- - Navigated complex charting systems swiftly, reducing documentation errors and increasing workflow efficiency.
- - Trained and mentored new employees, contributing to strong teamwork and enhanced customer service delivery.
Certification
- CMAS - Certified Medical Administrative Specialist
- CNA - Certified Nurse Assistant
- MCAS - Microsoft Certified Application Specialist
Timeline
Certified Nursing Assistant
Department of Veterans Affairs
08.2024 - Current
Customer Service Representative
Alorica
06.2022 - 05.2023
Posting Representative
Baptist Health
05.2022 - Current
Customer Service Representative
Afni
10.2019 - 02.2022
Receptionist
Physician Choice Reception
01.2017 - 08.2019
Associate of Arts - Communications
Liberty University
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