Indya Smith
Marietta,GA
Summary
Dedicated and organized financial professional with outstanding relationship-building and problem-solving skills. Driven to exceed expectations and operate effectively in fast-paced, high-pressure environments. Self-motivated team player adept at cultivating partnerships and building lasting relationships across all demographics and management levels. Dynamic and reliable with exceptional customer service and communication skills.
Overview
11
11
years of professional experience
Work History
Client Experience Coordinator II
Emory Reproductive Center
Marietta, GA
09.2021 - Current
- Reviewed insurance coverage policies with patients prior to initiating treatment plans.
- Assisted in the coordination of all aspects of fertility services, including scheduling appointments, ordering supplies, and maintaining records.
- Provided comprehensive patient care and education to individuals undergoing IVF treatments.
- Referred patients to specialized health resources or community agencies to furnish additional assistance.
- Facilitated communication between staff members, physicians and patients regarding results from diagnostic tests and other relevant information pertaining to IVF treatment plans.
- Utilized computerized Resource and Patient Management System (RPMS) and Electronic Health Record (EHR) system.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Built work schedules and staff assignments, taking workload, space and equipment availability into consideration.
- Communicated with patients with compassion while keeping medical information private.
- Contacted patients to arrange payment arrangements for deductible and out-of-pocket liability.
- Provided timely follow up with payers regarding payment status of claims.
- Determined estimated self-pay portion by calculating charges, co-insurance and deductibles.
- Managed front office customer service, appointment management, billing and administration tasks to streamline workflow.
- Communicated with insurance carrier, patient and third party or employer to verify patient insurance benefits.
- Generated reports detailing trends in denied claims for use by management team.
- Verified patient eligibility for insurance coverage by contacting insurance carriers and obtaining the necessary authorization numbers.
Financial Counselor II
EMORY HEALTHCARE
ATLANTA, GA
02.2019 - Current
- Meticulously documented all details regarding contact with patients, providers and other individuals in system using GE Centricity.
- Contacted insurance providers to obtain key information regarding patient benefits and to submit documentation for accounts.
- Received and submitted customer payments to further reduce open account balances.
- Answered over 25 customer communications per day via telephone, email and web chat.
- Performed duties as liaison between patient, doctor and insurance provider to ensure smooth processes.
- Worked directly with clients to provide financial counseling and education using individualized counseling model and personal finance course.
- Worked with clients to develop personal recommendations for improvement of financial circumstances, reducing debt and increasing income.
- Identified healthcare resources and programs for patients unable to meet financial obligations.
- Conducted interviews with patients and family members and answered questions regarding insurance benefits.
Patient Service Coordinator
EMORY HEALTHCARE
ATLANTA, GA
12.2017 - 02.2019
- Ensure customers expectations are exceeded by directing and communicating patient needs effectively and efficiently.
- Effectively answer the telephone, schedule patient appointments to company standards by utilizing resource scheduling (by third ring, no call is to be placed on hold longer than 60 seconds).
- Transcribe message for return calls (including home and daytime phone number).
- Effectively greet incoming\outgoing patients immediately upon entering the office.
- Maximize patient flow, by organizing, tracking and communicating with other associates and patients to maintain an efficient office.
- Obtain and verify insurance eligibility for all applicable patients.
- Audit and edit insurance claims through Enterprise for submission to Home Office.
- Resource scheduling appointments correctly.
- Facilitating and rescheduling no shows appointments.
- Enter patient’s demographic and insurance information into POS software program.Confirm all patients’ appointments, for the following day, by 12:00 p.m. on the preceding day.
- Pull charts for all former patients scheduled for the following day.
- Attach the proper routing slip and insurance authorization - obtaining a copy of patient’s insurance ID card when applicable.
- Forward to Home Office at month end.
- Close & balance POS software program at day end, completing daily deposit, ensuring that it properly balances.
- Maintain cleanliness and organized appearance of front desk at all times.
- May be required to perform preliminary testing for patients, as needed.
- Help maintain the attractive appearance of the office.
- Attend all office meetings.
Administrative Coordinator
New Horizons Medical Institute
Norcross, GA
12.2015 - 12.2017
- Drafted meeting agendas, supplied advance materials and executed follow-up for meetings and team conferences.
- Managed the receptionist area, including greeting visitors and responding to telephone and in-person requests for information.
- Designed electronic file systems and maintained electronic and paper files.
- Maintained the front desk and reception area in a neat and organized fashion.
- Wrote reports and correspondence from dictation and handwritten notes.
- Made copies, sent faxes and handled all incoming and outgoing correspondence.
- Facilitated working relationships with co-tenants and building management.Posted open positions on company and social media websites.Created weekly and monthly reports and presentations.
- Organized files, developed spreadsheets, faxed reports and scanned documents.
- Created and maintained spreadsheets using advanced Excel functions and calculations to develop reports and lists.
- Answered and quickly redirected up to [Number] calls per [Time period].
- Answered and managed incoming and outgoing calls while recording accurate messages.
- Directed guests and routed deliveries and courier services.
- Maintained a clean reception area, including lounge and associated areas.
- Helped distribute employee notices and mail around the office.
Apple Senior Tech Agent
Concentrix
Norcross, GA
04.2015 - 12.2015
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Made reasonable procedure exceptions to accommodate unusual customer requests.
- Provided accurate and appropriate information in response to customer inquiries.
- Demonstrated mastery of customer service call script within specified timeframes.
- Maintained up-to-date records at all times.
- Addressed customer service inquiries in a timely and accurate fashion.
- Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
- Built customer loyalty by placing follow-up calls for customers who reported product issues.
- Trained staff on how to improve customer interactions.
Manager
Subway
Lawrenceville, GA
02.2013 - 02.2015
- Completed and posts the staff work schedules Recruited, rewards and terminates staff as needed.
- Communicated changes of food preparations formulas, standards, company policies, etc.
- to staff.
- Ensured that all local and national health and food safety codes are maintained and company safety and security policy are followed.
- Maintained business records as outlined in the SUBWAY® Operations Manual.
- Analyzes business records to increase sales.
- Completed daily paperwork on a daily basis (EOD, Coupon tracking, EBT reconciliation, Hours verification, Weekly Forecast, Daily verification, Anti- Compliances).
- Ensured that operations is running to Subway standards as outlined in the Operational Handbook.
- Enforces and follows all brand standards and company policies & procedures.
- Prepared and interprets financial and operational reports and schedules, analyzes data and develops solutions to ensure operating goals are achieved Directed restaurant operations with responsibility for guest service, brand standards execution and employee training.
- Ensured timely implementation, training and ongoing execution of all corporate initiatives and marketing promotions.
- Developed Assistant Managers, shift leaders, and other hourly employees through corporate training programs, individual development plans and assignments; provides coaching and constructive feedback to employees as needed.
- Ensured all equipment and facilities are in compliance with Brand Standards and all government regulations and takes corrective action when required.
- Enforced sanitary practices for food handling, general cleanliness and maintenance of kitchen, dining areas and restrooms.
- Worked to create and maintain an enjoyable and respectful environment for our guests and employees.
- Followed management cash handling, inventory and other operational procedures as outlined by the employer.
- Maintained & implements a strong commitment to guest satisfaction.
Education
Bachelor of Science - Healthcare Administration
University of Phoenix
High School Diploma -
Thornridge High School
01-2009
Skills
- Account management and updating
- Communication
- Financial advice
- Positive patient experiences
- Insurance Verification
- Issue and conflict resolution
- Budget Preparation
- Administration strength
- Insurance verifying
- Appointment Scheduling
- Payment collection
- Strategic decision-making
- Healthcare insurance knowledge
- Payment negotiation
- Developing financial plans
- Insurance eligibility verification
- Advanced MS Office Suite knowledge
- Data entry documentation
- Administrative operations
- Issue and conflict resolution
- Infertility
- In-Vitro
Accomplishments
Promoted to Manager after 3 months of employment.Increased office organization by developing more efficient filing system and customer database protocols.
Timeline
Client Experience Coordinator II
Emory Reproductive Center
09.2021 - Current
Financial Counselor II
EMORY HEALTHCARE
02.2019 - Current
Patient Service Coordinator
EMORY HEALTHCARE
12.2017 - 02.2019
Administrative Coordinator
New Horizons Medical Institute
12.2015 - 12.2017
Apple Senior Tech Agent
Concentrix
04.2015 - 12.2015
Manager
Subway
02.2013 - 02.2015
Bachelor of Science - Healthcare Administration
University of Phoenix
High School Diploma -
Thornridge High School
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