Jessica Smith
Monroe,NC
Summary
Dedicated and motivated professional with proven customer service expertise and strong multitasking abilities. Experienced in training and mentoring new employees while providing ongoing support to enhance team performance. Demonstrates exceptional adaptability and interpersonal skills, effectively managing tasks independently. Committed to delivering positive and memorable experiences for every customer.
Overview
27
27
years of professional experience
Work History
Front Desk Representative
Charlotte Eye, Ear, Nose & Throat Associates
Charlotte, NC
06.2022 - Current
- Greeted patients warmly and ensured a welcoming atmosphere at the front desk.
- Developed training materials for new employees.
- Assisted in hiring and trained 10+ new staff members.
- Trained new staff members on front desk operations and processes.
- Provided ongoing training to address staff needs.
- Scheduled appointments, managed patient records and updated medical histories.
- Answered incoming calls, addressed inquiries and routed messages to appropriate personnel.
- Verified patient demographics, entered data into electronic health record system and provided support to physicians.
- Provided administrative support such as filing documents, photocopying materials and organizing office supplies.
- Ensured compliance with HIPAA regulations by maintaining confidentiality of all patient information.
- Performed quality assurance checks on documentation to ensure accuracy of data entry.
- Checked-in patients when they arrived at the front desk; obtained necessary paperwork from them prior to check-in process.
- Managed multiple tasks simultaneously while providing excellent customer service in a busy office environment.
- Called patients to confirm scheduled appointments and obtain additional details.
- Photocopied insurance cards, documented details and verified patient coverage for upcoming procedures or appointments.
- Managed office phone lines by checking voicemail, returning calls and directing messages to team members.
- Checked patients in and out for appointments and collected co-payments.
- Retrieved faxes and uploaded documents to patient charts to assist clinical staff.
- Took messages from patients and promptly relayed to appropriate staff.
- Entered insurance, demographics and health history into patient database.
- Delivered high-quality administrative and customer service to sustain patient and work flows.
- Communicated with patients with compassion while keeping medical information private.
- Processed patient payments and scanned identification and insurance cards.
- Posted payments accurately to patient accounts in electronic health record system.
- Carried out daily tasks by professionally communicating with physicians, nursing staff, technicians and medical assistants.
Assistant Teacher
UCPS
Marshville, North Carolina
08.2016 - 06.2022
- Maintained safe, educational environment for students during learning and free play time.
- Communicated regularly with parents, teachers and administrators regarding student progress and needs.
- Facilitated classroom discussions to promote creative thinking about subject matter.
- Assembled instructional materials for children's projects and play-time.
- Created calm and disciplined classroom environment to improve student focus.
- Observed student performance and analyzed individual records to assess progress.
- Assisted fellow teachers with assignment development, special projects, tests, administrative updates and grading.
- Created colorful and attractive displays for bulletin boards and hallways.
- Implemented lesson plans for students with varying learning styles.
- Created effective classroom environment by using strengths to share responsibilities and better serve students.
- Collaborated with parents to develop and maintain strong support networks and build rapport to foster seamless communication.
- Maintained records to measure student progress, achievement and attendance.
- Identified children in need of extra support for emotional, health-related or developmental concerns and conceived improvement strategies.
- Instructed students in classroom and lecture environments and explained importance of speech delivery and presentation.
Certified Pharmacy Technician
CVS Pharmacy
Marshville, NC
01.2003 - 10.2016
- Maintained strict patient confidentiality to adhere to HIPAA regulations and avoid data compromises.
- Maintained clean and organized pharmacy shelving and work areas.
- Verified patients' identities at pickup to prevent sale of wrong medications.
- Managed inventories, rotated stock, removed expired or damaged drug products and resolved discrepancies in drug counts.
- Efficiently processed cash register transactions for new and refilled prescription orders.
- Created new customer profiles and updated demographics, allergies and new medications in pharmacy computer systems.
- Completed and filed patient paperwork, updating records in system with insurance carrier changes and allergy information.
- Assisted pharmacist with clearing high volume of prescriptions and responded to customer questions.
- Adhered to regulatory guidelines for workplace safety and customer confidentiality.
- Worked with insurance companies to process claims, resolve problems and obtain payments.
- Established and updated patient profiles, medications and insurance details.
- Supervised inventory levels to maintain adequate supply of medications and medical supplies.
- Consulted with customers via telephone or in-person to assist with navigating pharmacy systems and completing requests.
- Adhered to infection control policies and procedures to prevent spread of disease.
- Received and verified daily incoming drug inventories, reported discrepancies and logged items into inventory system.
- Transmitted claims to insurance companies for payment and reconciled EOBs.
- Compiled customer demographic, allergy and medical history background.
- Participated in prescription pharmaceutical and over-the-counter product inventory audits.
- Educated patients on prescription instructions and answered questions regarding drug side effects.
Assistant Store Manager
Sally Beauty Supply
Matthews, NC
07.1999 - 01.2003
- Assisted in continuous development of effective store associates to achieve desired sales and results.
- Completed frequent walk-throughs and directed team members to correct issues impacting store appearance or professionalism.
- Coached and developed store associates through formal and informal interactions.
- Oversaw aspects of maintenance, inventory and daily activity management.
- Delegated assignments based on team strengths to optimize floor coverage and service levels.
- Led teams in planning, implementation and execution of merchandising and operating initiatives to streamline business effectiveness.
- Interviewed and vetted job applicants to make effective hiring decisions and fill vacancies with strong team members.
- Checked monthly sales and performance reports to support operational planning and strategic decision-making.
- Supervised cashiers in processing credit, debit and cash payments to streamline sales.
- Reviewed inventory and sales records to prepare reports for management and budget departments.
- Answered customer questions and addressed problems and complaints in person and via phone.
- Examined merchandise to correctly price and display products.
- Oversaw daily operations of store, including inventory and supply restocking, cash-handling and assisting customers.
- Assisted customers, answered questions and resolved problems for stellar customer service.
- Trained staff on daily duties and supervised and provided feedback, resulting in improved performance and customer satisfaction.
- Coordinated merchandising by planning floor layouts and displays, guiding resets and directing sales signage placement.
- Created engaging merchandise presentations to motivate impulse purchases.
- Measured goal achievement by evaluating daily cash flow, reviewing sales reports and producing financial statements.
Education
Chase High School
Forest City, NC06-1999
Skills
- Training and mentoring
- Electronic health records
- Problem solving
- Critical thinking
- Effective communication
- Dependability
- Organization
- Creativity
- Time management
- Attention to detail
- Team collaboration
- Responsibility
- Patient relations
- HIPAA compliance
- Insurance verification
- Patient scheduling
- Patient registration
- Information documentation
- Appointment management
- Payment collection
- Call handling
- Check-in and check-out management
- Intake form processing
- Paperwork coordination
- Mail management
- Billing support
Timeline
Front Desk Representative
Charlotte Eye, Ear, Nose & Throat Associates
06.2022 - Current
Assistant Teacher
UCPS
08.2016 - 06.2022
Certified Pharmacy Technician
CVS Pharmacy
01.2003 - 10.2016
Assistant Store Manager
Sally Beauty Supply
07.1999 - 01.2003
Chase High School