Frankie Smith
Mobile,AL
Summary
Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
9
9
years of professional experience
Work History
Healthcare Customer Service Representative
RemX Specialty Staffing
Remote
12.2023 - Current
- Assisted in checking patient's insurance eligibility prior to their appointment.
- Provided customer service by answering inquiries, resolving complaints, and providing general information to clients regarding healthcare services.
- Educated clients on their health insurance options and benefits.
- Assisted customers with enrollment in healthcare plans.
- Researched and resolved customer inquiries regarding policies and coverage.
- Maintained up-to-date knowledge of changes in the healthcare industry.
- Verified patient demographic information in order to ensure accuracy of data entry.
- Provided customer service to participants regarding benefits, eligibility, and enrollment issues.
- Conducted data entry of participant information into the system.
- Answered incoming calls from participants and employers related to their benefits plans.
- Ensured compliance with applicable laws such as HIPAA, COBRA, FMLA, ERISA.
- Reviewed benefit claims data for accuracy prior to submitting them to insurance carriers for payment processing.
Customer Service Representative
Hulu
, Remote
03.2022 - 11.2023
- Answered customer inquiries and provided accurate information regarding products and services.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Provided customer service support to customers over the phone and by email.
- Maintained records of customer interactions, transactions, comments, and complaints.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Consulted with customers to resolve service and billing issues.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Set up and activated customer accounts.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Made outbound calls to obtain account information.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Developed relationships with customers through friendly conversations.
- Provided technical assistance to customers through phone, email and chat support.
- Troubleshot customer inquiries related to software and hardware issues.
Counter Lead
Panda Express
Mobile, Al
10.2015 - 02.2022
- Worked together in team orientated environment while processing food orders and payments, and cooking food adhering to corporate requirements.
- Greeted customers and provided excellent customer service.
- Operated cash register to process payments accurately and efficiently.
- Maintained cleanliness of store by stocking shelves, cleaning displays.
- Attended training sessions for new products and services offered by the company.
- Noted changes during testing in project documentation.
- Provided hands-on training and coaching for junior staff on office policies and regulations.
- Reviewed invoices from carriers and vendors for accuracy prior to processing payments.
- Assigned tasks and projects to team members based on their experience level and skillset.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Mentored new employees on procedures and policies to maximize team performance.
- Improved customer service wait times to mitigate complaints.
Education
Associate of Arts, Liberal Art -
Coastal Alabama Community College
05.2018
Bachelors of Science - Computer Science -
Alabama State University
05.2015
Skills
- Teamwork and Collaboration
- Flexibility
- Detail-oriented and strong interpersonal skills
- Flexible and Adaptable
- Time Management
- Data Entry
- Medical terminology knowledge
- Microsoft Outlook
- Customer Engagement
- Active listening
- Scheduling
- Insurance Verification
References
References available upon request.
Timeline
Healthcare Customer Service Representative
RemX Specialty Staffing
12.2023 - Current
Customer Service Representative
Hulu
03.2022 - 11.2023
Counter Lead
Panda Express
10.2015 - 02.2022
Associate of Arts, Liberal Art -
Coastal Alabama Community College
Bachelors of Science - Computer Science -
Alabama State University
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