Karrita Smith-Nash

• Assisted patients with onboarding, portal access, and insurance verification.
• Advocated for patients by coordinating with providers to schedule appointments
and resolve care barriers.
• Delivered education on pharmacy benefits, supplies, and plan-specific programs.
• Conducted follow-ups to ensure satisfaction and continuity of care.

•Accurately transcribed clinical encounters using EPIC, including diagnoses,
prescriptions, and treatment plans.

• Applied ICD-10 codes and followed specific documentation workflows.

• Led documentation teams supporting healthcare providers, ensuring high-quality
charting and accurate patient data entry.

• Trained and mentored staff, improving workflow efficiency and compliance.
• Collaborated with stakeholders to implement streamlined scribing protocols.

• Managed intake and authorization for pediatric patients needing nutritional
support.
• Reviewed hospital discharge summaries to coordinate tube feeding supplies.
• Communicated with physicians and dietitians to ensure documentation accuracy.
• Screened patients for nutrition risk and escalated high-risk cases accordingly.

• Handle and resolving customer concerns that have varying levels of complexity in order to save frustrated customers and build brand loyalty.
• Engaging with customers that are high-risk churn call types, providing an exceptional experience through actively listening, problem solving and de-escalation.
• Promote and provide Verizon products and services, including Phones, Upgrades & Verizon Home Internet and other services to meet and exceed monthly targets.
• After issues have been resolved, identify plans and services that would suit customer needs in order to prevent future contacts.
• Turned every contact into a sale or save opportunity with a premium experience