Icess Smith
Meridian,MS
Summary
A reliable team player and strong communicator with valuable knowledge from recent business internships. Extensive experience in communication, sales, human relations as well as problem solving skills. Recent college graduate with flexible hours. Eager to start a career with a company that allows me to demonstrate my strongest attributes .Excellent Customer service skills and profund time management. Excelling in Microsoft operating systems . Seeking opportunity with new challenges as well as a knack for developing creative solutions. High-energy sales leader with proven relationship-building skills and significant background working with patients.
Hardworking medical administrative professional offers great people skills, organized file management and deep understanding of patient protections. Enhances office operations by staying on top of patient and staff needs. Experience with electronic recordkeeping and insurance documentation.
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
7
7
years of professional experience
Work History
Healthcare Customer Service Representative
Blue Shield of CA
10.2023 - 09.2024
- Assisted in checking patient's insurance eligibility prior to their appointment.
- Collected payments from patients and entered them into the billing system accurately.
- Provided customer service by answering inquiries, resolving complaints, and providing general information to clients regarding healthcare services.
- Maintained client confidentiality according to HIPAA regulations at all times.
- Processed paperwork related to medical claims processing including authorizations, referrals, pre-certifications.
- Monitored trends in customer satisfaction levels through surveys and feedback forms.
- Generated monthly performance metrics reports based on customer feedback survey results.
- Applied HIPAA privacy and security regulations while handling patient information.
- Verified demographics and insurance information to register patients in computer system.
Humana HealthCare Advocate
Conduent
Louisville, KY
09.2022 - 09.2023
- Place outbound calls to physicians, DME vendors, pharmacies, or other entities to coordinate benefits and care for the member
- Instructed patients on policies and required actions for different types of appointments and procedures.
- Explained policies, procedures and services to patients.
- Accessed programs and set up correct payment strategies based on patient means and needs.
- Facilitated communication between patients and providers regarding treatment options or concerns.
- Educated patients on proper wellness practices such as diet and exercise habits that can improve overall health.
- Advocated for patient rights when necessary, including participating in legal proceedings if needed.
- Provided emotional support for both patients and family members during times of crisis or distress.
- Participated in professional development activities such as attending conferences or workshops related to healthcare advocacy topics.
Customer Service Representative
Asurion
Meridian, MS
05.2018 - 08.2019
- Provided customers with appointment scheduling information and assistance.
- Assisted customers in selecting available times for appointments that best suited their needs.
- Entered customer data into computer system to create accurate records of appointments.
- Answered phone calls and responded to emails regarding appointment inquiries.
- Resolved conflicts between customers and other departments related to appointment scheduling.
- Monitored appointment schedules to ensure availability of resources needed for each appointment.
- Assigned customer requests to appropriate staff members based on individual expertise and availability.
- Maintained a detailed log of all customer interactions, including notes about the nature of the call or email as well as any action taken by the agent or customer.
- Scheduled and confirmed appointments.
- Entered information into system to update status reports.
- Planned and delegated work to meet project and production goals.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
Sales Associate
Rue 21
Meridian , MS
11.2017 - 01.2018
- Greeted customers and provided exceptional customer service.
- Assisted customers with product selection, sizing and styling.
- Provided accurate information about products, prices and services.
- Built relationships with customers to encourage repeat business.
- Organized stockroom shelves according to size, color or style.
- Restocked shelves as needed to ensure sufficient inventory levels.
- Conducted inventories on a regular basis to track stock levels.
- Developed promotional strategies to increase sales volume.
Education
Bachelor of Arts - General Studies
Mississippi State University
Starkville, MS12.2019
High School Diploma -
Meridian High School
Meridian, MS05.2018
Skills
- Strong communications skills
- Quality Assurance
- Inside and Outside Sales
- Negotiation Tactics
- Internet setup and repair
- Time management
- Customer- oriented
- Computer literate
- Excellent work ethic
- Motivated team player
- Natural leader
- Upselling techniques
- Skilled problem solver
- Focused
- Retail sales
- Self-starter
- Merchandising
- Goal-oriented
- Desktop and laptop ios skilled
- Microsoft and Apple literate
- People Skills
- Claims Information Gathering
- Communicating to Patients and Families
- Calm and Effective Under Pressure
- Documenting and Recording Information
- Claims Handling and Coverage Verification
- Medicare Compliance
- HIPAA Guidelines
- Assist, educate and support patients and their families so they are able to make appropriate healthcare decisions for their specific situation
- Policy Adherence
- Phone and Email Etiquette
- Team Leadership
References
References Schumpert McIntosh IQOR Supervisor (601) 678-2826 Tracey Miller Retail Store Manager (601) 481-1682 Rickey Hood Boys and Girls Club Director (601) 482-2544 Jessica Self. Conduent Supervisor +1 (910) 705-2813 Lauren Brewster Blue Shield of California Team Lead (919) 357-0525
Timeline
Healthcare Customer Service Representative
Blue Shield of CA
10.2023 - 09.2024
Humana HealthCare Advocate
Conduent
09.2022 - 09.2023
Customer Service Representative
Asurion
05.2018 - 08.2019
Sales Associate
Rue 21
11.2017 - 01.2018
Bachelor of Arts - General Studies
Mississippi State University
High School Diploma -
Meridian High School