GeNeetriana Foster-Smith
Monroe,La
Summary
A customer-focused professional with a background in customer service roles.
I'm known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. My strengths include exceptional communication, problem-solving skills, and the ability to handle multiple tasks simultaneously. I have a proven track record of consistently improving operational processes to enhance the overall customer experience. I'm seeking to expand my successful and professional customer service experience.
Overview
7
7
years of professional experience
Work History
Insurance Verification Specialist
Oscar Health Insurance
REMOTE
12.2022 - Current
- Determine estimated self-pay portion by calculating charges, co-insurance and deductibles.
- Contact patients to confirm demographic information and communicate financial responsibilities.
- Contact patients to arrange payment arrangements for deductible and out-of-pocket liability.
- Examine claims, records, and procedures to grant approval of coverage.
- Handle billing related activities focused on medical specialties.
- Check documentation for appropriate coding, catching errors, and making revisions.
- Collaborate with healthcare providers to communicate insurance coverage and authorization details.
- Coordinate with the billing department to ensure correct insurance information is applied to claims.
- Update patient accounts with insurance verification information to ensure accurate billing.
- Educate patients on their insurance benefits and coverage limitations.
- Liaise with insurance companies to obtain pre-authorizations for procedures and medications.
- Conduct follow-ups with insurance companies to expedite verification processes.
- Manage multiple tasks and priorities in a high-volume, fast-paced environment.
- Prepare and submit detailed reports on insurance verification activities and outcomes.
- Monitor and track the status of pending insurance verifications and authorizations.
- Develop and maintain professional relationships with insurance representatives.
- Participate in audits and quality assurance activities related to insurance verification.
Healthcare Customer Service Representative
United Health Group
Monroe, LA
06.2018 - 02.2025
- Provided technical assistance to customers through phone, email and chat support.
- Troubleshot customer inquiries related to software and hardware issues.
- Resolved escalated customer service issues in a timely manner.
- Assisted customers with installation of new hardware and software applications.
- Diagnosed system errors and implemented solutions to resolve them.
- Maintained detailed records of customer interactions and transactions.
- Identified potential areas for improvement in existing products or services.
- Monitored customer feedback to ensure high levels of satisfaction.
- Created reports on customer complaints and feedback for management review.
- Ensured compliance with company policies and procedures regarding technical support operations.
- Recommended upgrades or additional features that could enhance user experience.
- Utilized remote access tools to connect remotely with customers' systems when necessary.
- Performed regular maintenance checks on customers' systems.
- Served as first point of contact for incoming technical service calls and emails.
- Demonstrated advanced product knowledge to solve customer issues.
- Supported customers with online billing, access, and account issues.
- Documented all customer interactions and resolutions in the ticketing system for future reference and reporting.
- Maintained positive working relationship with fellow staff and management.
Customer Service Rep. (Part-Time)
AT&T Call Center
REMOTE
06.2023 - 07.2024
- 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.
- Assisted customers with product selection, ordering, billing, returns, exchanges, and technical support.
- Developed strong relationships with customers by providing personalized assistance and support.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Engaged in conversation with customers to understand needs, resolve issues, and answer product questions.
Patient Access Representative
HealthPartners
REMOTE
03.2020 - 12.2022
- Processed patient admissions, registrations, transfers, and discharges according to established procedures.
- Verified insurance coverage for services provided by the facility.
- Collected co-pays and other payments from patients at time of service.
- Assisted with scheduling outpatient appointments.
- Responded to patient inquiries regarding billing or financial matters.
- Ensured accuracy of all data entered into computer system.
- Scanned documents into electronic medical records system.
- Created new patient accounts in EMR system as needed.
- Performed pre-registration functions such as verifying demographic information, obtaining authorizations, and collecting deposits and co-payments.
- Maintained confidentiality of all patient information in accordance with HIPAA regulations.
- Followed up on unpaid claims in a timely manner.
- Facilitated communication between patients, staff members, and third party payers.
- Reviewed account receivables for accuracy prior to sending out statements.
- Actively participated in team meetings and training sessions.
- Collaborated with other departments to ensure quality customer service was delivered.
- Collaborated with clinical and administrative staff to meet patient needs.
- Received patient inquiries or complaints and directed to appropriate medical staff members.
- Guided patients through the completion of consent and other required medical forms.
- Verified patients' insurance and payment methods during admissions or check-in processes.
Education
Bachelor of Science - Business Management
Grambling State University
Grambling, LA05-2026
High School Diploma -
Wossman High School
Monroe, LA05.2022
Skills
- Customer Service
- Medical Terminology
- Medical Billing
- Insurance Coverage Verification
- Communication and Interpersonal Skills
- Data Entry and Review
- Attention to Detail
- Claims Processing
- HIPAA Compliance
- Document Management
- Phone Etiquette
- Goal-Oriented
- De-Escalation Techniques
- Quality Control
- Call Center Operations
- Order Fulfillment
- Sales and Upselling
Languages
English
Native/ Bilingual
References
References available upon request.
Timeline
Customer Service Rep. (Part-Time)
AT&T Call Center
06.2023 - 07.2024
Insurance Verification Specialist
Oscar Health Insurance
12.2022 - Current
Patient Access Representative
HealthPartners
03.2020 - 12.2022
Healthcare Customer Service Representative
United Health Group
06.2018 - 02.2025
Bachelor of Science - Business Management
Grambling State University
High School Diploma -
Wossman High School