Summary
Overview
Work History
Education
Skills
Timeline
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Jewel C. Smart

Atlanta,GA

Summary

Visionary and results-oriented healthcare operations executive with over 10 years of leadership experience in call center management, patient advocacy, insurance verification, and revenue cycle operations. Proven success in scaling service delivery, streamlining processes, and driving high-impact operational outcomes across complex healthcare environments. Adept in regulatory compliance, performance management, and strategic planning, with hands-on expertise in EHR systems including Epic, Cerner, NextGen, and MODMED. Passionate about leading high-performing teams and fostering a patient-first culture that supports organizational excellence.

Overview

17
17
years of professional experience

Work History

Manager, Call Center Operations & Training

AbleTo
01.2020 - Current
  • Direct day-to-day operations for a team of 25+ behavioral health specialists, leading initiatives that consistently exceed KPIs in quality, resolution time, and member satisfaction.
  • Developed and executed scalable onboarding and training programs, significantly reducing ramp-up time and enhancing team consistency.
  • Designed and implemented operational workflows and quality assurance protocols that increased productivity by 15% and improved compliance metrics.
  • Serve as HR liaison overseeing employee performance evaluations, compensation, scheduling, and attendance via Paylocity.
  • Collaborate with executive leadership to align departmental goals with broader organizational strategy and service excellence initiatives.
  • Authored a comprehensive library of training materials and created performance tracking tools to ensure continuous staff development.

Patient Advocacy Manager

Change Healthcare
01.2016 - 01.2019
  • Led advocacy initiatives for Medicare/Medicaid populations, improving patient access to financial assistance programs (MSP, Extra Help, county resources).
  • Ensured strict compliance with HIPAA and CMS standards while overseeing financial data review and documentation.
  • Coordinated cross-functional care delivery with physicians and service providers, improving communication and support for high-needs populations.
  • Championed patient-centered service models that enhanced healthcare equity and improved patient outcomes.

Insurance Verification & Denials Specialist

Nova Southeastern University
01.2013 - 01.2016
  • Managed insurance verification, authorization workflows, and denial resolution across multiple clinical departments.
  • Utilized UB-04 and CMS-1500 claims processes while maintaining high billing accuracy through ICD-9, CPT/HCPCS coding practices.
  • Leveraged EHR platforms (Epic, Cerner, MODMED) to ensure real-time documentation, proper reimbursement, and audit readiness.
  • Collaborated closely with finance and clinical teams to reduce claim rejections and accelerate revenue cycles.

Service Advocate & Interim Supervisor

Bristol West Insurance (Farmers Insurance Group)
01.2008 - 01.2012
  • Delivered frontline customer service and policy support in a high-volume insurance call center.
  • Promoted to interim supervisor, managing agent scheduling, training, and performance evaluations.
  • Exceeded customer satisfaction goals while introducing best practices for compliance and conflict resolution.

Education

High School Diploma -

Tuskegee Institute High School

Skills

  • Healthcare & Call Center Operations
  • Strategic Team Leadership & Coaching
  • Revenue Cycle & Claims Management
  • Insurance Verification & Denials Resolution
  • Workforce Development & Training Programs
  • Patient Advocacy & Member Engagement
  • HIPAA, CMS, & Regulatory Compliance
  • Operational Workflow Optimization
  • EHR/EMR Platforms: Epic, Cerner, NextGen, MODMED
  • Tech Proficiency: Paylocity, Availity, Med3000, Microsoft Office Suite
  • Customer service
  • Team leadership
  • Time management
  • Decision-making
  • Staff management
  • Relationship building
  • Performance management
  • Problem-solving aptitude
  • Employee development
  • Schedule management
  • Interpersonal relations

Timeline

Manager, Call Center Operations & Training

AbleTo
01.2020 - Current

Patient Advocacy Manager

Change Healthcare
01.2016 - 01.2019

Insurance Verification & Denials Specialist

Nova Southeastern University
01.2013 - 01.2016

Service Advocate & Interim Supervisor

Bristol West Insurance (Farmers Insurance Group)
01.2008 - 01.2012

High School Diploma -

Tuskegee Institute High School

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