Kisha Smith
Oklahoma City
Summary
Detail-oriented and proactive professional committed to contributing to organizational success by aligning with company objectives and values. Extensive experience in customer service, paired with strong communication skills, fosters a collaborative culture that prioritizes quality, continuous improvement, and high performance. Demonstrated ability to manage multiple tasks efficiently while maintaining exceptional time management and resourcefulness. Results-driven team leader known for effective patient interaction and administrative expertise in dynamic healthcare settings, ensuring seamless coordination of services while upholding accuracy and confidentiality.
Overview
19
19
years of professional experience
Work History
Patient Service Assistant
Veteran Health Administration
08.2023 - Current
- Enter demographic, insurance, and income information into the VistA system, which serves as a base for determining entitlement to medical care as well as co- payments, if applicable, of inpatient and outpatient care
- Verifies eligibility/entitlement for benefits of all applicants using various methods including income assessments, military discharge documents, Veterans Information Solution (VIS), and other means, such as communications with VA Regional Offices or VA Records Processing Centers.
- Improved patient satisfaction by providing exceptional customer service and addressing their concerns promptly.
- Assisted in the reduction of wait times by efficiently managing patient check-ins and checkouts.
- Boosted team morale by consistently demonstrating professionalism, empathy, and attentiveness towards colleagues and patients alike.
- Promoted patient privacy by diligently adhering to HIPAA regulations when handling sensitive medical information.
- Process and document all submitted documentation to veteran files.
- Advises Veterans of their entitlement to various medical benefits and discusses co-payment requirements of veterans in discretionary categories. Extreme tact and diplomacy is required to explain complicated laws in this area
- Gathers administrative, demographic, and insurance data that is a key component of establishing and managing a beneficiary's record and supporting VHA business functions, including but not limited to, addresses, personal contacts, employment, insurance and military history information
- Identifies individuals for Pre-Registration through the use of the VistA reporting system and responsible for calling these individuals prior to the appointment to ensure all information is correct, and if corrections are necessary, these are done prior to the Veteran coming for his/her appointment
- Assist veteran with establishing access to myhealthevet portal to review appointments and reminders, send physician messages and edit personal information.
- Assist veterans with obtaining information to file disability claim.
- Obtain missing data from veteran or appropriate office; while preparing paperwork for scanning to veteran chart.
- Review finished forms for completeness and adequacy
- Provide Veteran Healthcare booklet, applications and other pertinent information to keep veterans well informed of facility and various programs that have been offered.
- Adjudicate healthcare benefits based on reviews of applications in coordination with policies.
- Research, analyze and apply appropriate healthcare policies for processing of application.
- Examine, evaluate evidence, and analyze healthcare benefits documents received for authenticity.
- Review healthcare benefit applications to determine adjudicative decision.
- Ensure required supporting documentation is included in application package(s) and apply necessary healthcare laws, policies and procedures.
- Perform preliminary examinations of applications for healthcare benefits, evaluating evidence and drafting appropriate correspondence.
- Analyze problems, gather pertinent data and recognize solutions regarding enrollment application and status.
- Plan and organize work to ensure timely completion
- Communicate clearly; both orally and in writing and providing excellent customer service.
- Facilitated patient scheduling and appointment management to enhance service delivery efficiency.
- Coordinated communication between patients and healthcare providers to improve care continuity.
- Assisted veterans with inquiries regarding benefits, eligibility, and services available through the VA system.
- Streamlined patient check-in processes to reduce wait times and enhance overall patient experience.
- Implemented feedback mechanisms to identify areas for service improvement based on patient input.
- Led training sessions on new software systems, enhancing team proficiency in patient management tools.
Senior Patient Services Representative
OU Health
12.2022 - 08.2023
- Prepared and enters healthcare providers’ schedules into the computer.
- Coordinated schedules as directed for patient requiring multiple services.
- Verified insurance eligibility and primary care physicians for patients.
- Secured referrals from outside providers for HMO patients.
- Secured referrals from primary care provider for HMO patients prior to appointment.
- Logged mail receipts according to University policy.
- Sorted and distributed mail.
- Dispensed supplies as needed.
- Extract, revise, and sort information from files, records, or databases through company equipment and software.
- Facilitated patient scheduling and appointment management to optimize clinic efficiency.
- Managed patient inquiries and resolved issues to enhance overall satisfaction.
- Coordinated communication between patients, healthcare providers, and insurance companies for seamless service delivery.
- Conducted regular audits of patient records for accuracy and compliance with health regulations.
- Maintained strict confidentiality of patient information in compliance with HIPAA regulations.
- Elevated overall practice reputation through consistent demonstration of courtesy, empathy, and professionalism in all interactions with patients and their families.
- Enhanced patient experience by providing exceptional service during check-in, registration, and checkout procedures.
- Promoted a positive work environment by effectively collaborating with team members across departments.
- Managed high call volume, prioritizing urgent requests while maintaining professionalism and accuracy in documentation.
- Improved patient satisfaction by efficiently addressing and resolving concerns and complaints.
- Streamlined appointment scheduling process for increased efficiency and reduced wait times.
- Assisted in the training of new staff members, ensuring adherence to best practices and clinic protocols.
- Provided excellent customer service to patients and medical staff.
- Followed document protocols to safeguard confidentiality of patient records.
- Greeted and assisted patients with check-in procedures.
- Responded to inquiries by directing calls to appropriate personnel.
- Resolved customer complaints using established follow-up procedures.
DOL Services Specialist
Georgia Department of Labor
07.2022 - 09.2022
- Ran interactive claims.
- Processed Lack of Work reports.
- Resolved issues on Partial Claims.
- Researched claim statuses and exceptions.
- Provided data entry and clerical support as needed.
- Conducted interviews with job, program, or unemployment applicants to obtain the information needed to provide services.
- Created and maintained correspondence and files for client unemployment files.
- Gathered and organized all patient inquiries.
- Safeguarded time sensitive and confidential information.
- Evaluated application information for completeness and determined initial or ongoing program eligibility.
- Provided job counseling with applicants to identify their abilities, needs, interests, and values concerning job and career opportunities.
- Provided career development and assessment services to clients to match their application skill set to vacancies.
- Referred applicants to services such as counseling, literacy or language instruction, transportation assistance, and childcare.
- Conducted training on the processing of claims and wage inquiries.
- Established and maintained professional working relationships with local employers to develop opportunities for clients.
- Use personal computers and software programs in an office environment to extract, revise, or sort information from files, records, or databases.
- Assisted clients in navigating employment services and resources effectively.
- Coordinated workshops and training sessions to enhance job readiness skills.
- Provided tailored career counseling to individuals seeking employment opportunities.
- Collaborated with team members to develop streamlined processes for service delivery.
- Analyzed client feedback to identify areas for improvement in service offerings.
- Managed high-volume workloads, prioritizing tasks to ensure timely completion and quality results.
- Trained new team members, sharing best practices and ensuring consistent service standards across the department.
Inbound Operator
Tyme Global Technologies
11.2021 - 07.2022
- Answered screened, and forwarded calls in a professionally and courteously.
- Handled general phone inquiries about the organization.
- Directed external calls to designated departments or individuals.
- Transferred internal calls across departments and between staff.
- Relayed written or verbal messages in a timely and accurate manner.
- Managed large amounts of inbound and outbound calls in a timely manner.
- Followed communication “scripts” when handling different topics. Identified customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
- Frequently attend educational seminars to improve knowledge and performance level
Onsite Liaison
MEDICAL DATA SYSTEMS
10.2015 - 05.2021
- Obtained patient information such as insurance information to ensure it is recorded and billed timely.
- Resolved timely all queries from customers, patients, family members, and insurance companies.
- Organized and managed all tracking and review of all returned mail. Implemented strategies that contributed to the effectiveness of timely billing.
- Contacted debtors by telephone to enact and negotiate debt recovery.
- Prevent repeated payment delinquency by negotiating manageable debt payments.
- Negotiated settlements to receive payment on a certain percentage of the debt.
- Kept hard copy and electronic records of all communications, payment plans agreed to, and amounts paid.
- Sent statements of delinquencies and satisfied debts to the Credit Bureau, as well as purging records where debts have been satisfied.
- Built sustainable relationships and engage customers by taking the extra mile
Guest Service Representative
Courtyard by Marriott
03.2015 - 06.2015
- Delivered mail and messages.
- Coordinated with bell service and staff management.
- Processed meal and beverage requests.
- Accommodated general and unique requests.
- Diffused conflict or tense situations with guests.
- Coordinated with housekeeping, engineering, and bistro department to meet the guest's request.
- Maintained confidentiality of proprietary information for guests, employers, and the company's assets.
- Processed adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.
- Managed cashier with balancing at the beginning and end of shift to ensure accurate bank deposits by completing designated cashier and closing reports in the system.
- Delivered exceptional guest service, ensuring satisfaction and resolving inquiries effectively.
- Managed front desk operations, including check-ins, check-outs, and room assignments.
- Trained new staff on customer service protocols and hotel systems for improved efficiency.
- Coordinated with housekeeping and maintenance teams to address guest needs promptly.
- Maintained knowledge of local attractions, providing guests with tailored recommendations.
- Handled payment transactions accurately, maintaining proper cash handling procedures at all times.
Member Experience Concierge
Ritz Carlton Destination Club
01.2014 - 03.2015
- Assisted club members and guests with the pre-arrival process, arrival/check-in, member activities/experiences, problem resolution, and member department/check-out.
- Conducted pre-calls to arriving members, make pre-arrival arrangements, grocery orders, amenity orders, and handle any other membership arrival requests.
- Gathered, summarize, and provide information about the property and surrounding area amenities, including special events and activities.
- Advised appropriate individuals or departments as necessary to resolve calls, requests, and any issues.
- Completed exchanges and returns in a timely and professional manner.
- Helped with the organization of on-site events including weddings, business fairs, and corporate meetings.
- Greeted clients when they enter the building and guide them to their designated areas.
- Processed important queries and manage customer expectations in a polite and friendly manner.
- Kept track of frequent clients and create a tailored experience based on their personal needs.
- Answered telephones and monitor the switchboard.
- Delivered exceptional guest experiences through personalized service and attention to detail.
- Coordinated transportation, dining reservations, and special requests for high-profile clientele.
Service Representative
Schneider Regional Medical Center- Working World
05.2011 - 01.2014
- Verified all appropriate changes were made to resolve customers’ issues.
- Delegated unresolved customer grievances to designated persons for further investigation.
- Reviewed insurance policy terms to determine whether a loss is covered by insurance.
- Scheduled follow-up calls with patients to respond to inquiries and claim investigation results or planned adjustments.
- Familiarized yourself with and remaining up-to-date with changes in our plans and tariffs.
- Greeted customers in a friendly, professional manner using the suggested script.
- Answered telephonic and e-mail inquiries in a timely manner.
- Deferred queries to your line manager if you are unable to answer them.
- Ensured that your workspace remains tidy and that you are equipped with all relevant tools and resources.
- Advised members of outstanding co-payments.
- Identified medical coding mistakes, typing errors, as well as patient underpayments or overpayments and rectifying them accordingly.
- Created suitable payment plans for patients based on their monthly income and financial obligations.
- Communicated with medical insurance providers to verify whether patient treatments will be covered.
- Answered patients’ questions regarding unsettled medical bills, reimbursements, and billing discrepancies.
- Contacted patients through email, written correspondence, or telephone to inform them of overdue balances.
Office Clerk
University of the Virgin Islands
07.2006 - 09.2006
- Managed filing logs, inventory, and mailing & database systems.
- Organized and route incoming mail and responded to message correspondence.
- Compiled records of office activities, business transactions, and departmental activities.
- Typed, formatted, proofread, and edited correspondence and other documents from notes or dictating machines.
- Resolved work schedules, manage calendar, and arrange appointments.
- Evaluated files, records, and other documents to obtain information to respond to requests.
- Answered telephone, routes call, takes messages, and provide general information; greets and directs visitors; answers routine inquiries; maintains log of inquiries as required.
- Opened and routed incoming mail; distributes correspondence and other material to department staff/faculty.
- Performed a variety of routine assignments as appropriate to the position; may operate a personal computer to draft basic correspondence, enter data, and print letters, labels, reports, and/or other materials; types and mails form letters.
- Copied and/or duplicates materials as requested; may oversee day-to-day operation of copy machine; may prepare and transmit facsimiles for the unit.
- Established, maintained, processed, and/or updated files, records, and/or other documents.
- Performed specialized services of a routine clerical/administrative nature in strict accordance with established procedural guidelines, as appropriate to the position.
- Scheduled and assisted in scheduling appointments, meetings, and/or conferences, as appropriate to the position.
- Ordered, stocked, and distributed office supplies.
- Ran various routine errands, as required, for the unit/department.
- Performed miscellaneous job-related duties as assigned.
- Managed daily administrative tasks, ensuring efficient office operations.
- Processed student records and documentation accurately and promptly.
Education
Bachelor's degree - Bachelor of Business Administration in Management
University of the Virgin Islands
Charlotte Amalie, VI05.2020
High school diploma or equivalent - undefined
Charlotte Amalie High School
Charlotte Amalie, VI06.2009
Skills
- Patient confidentiality
- Scheduling appointments
- Insurance verification
- Medical terminology
- Problem-solving
- Time management
- Attention to detail
- Multitasking
- Organizational skills
Language skills
English Spoken: Intermediate | Written: Advanced | Read: Intermediate
Timeline
Patient Service Assistant
Veteran Health Administration
08.2023 - Current
Senior Patient Services Representative
OU Health
12.2022 - 08.2023
DOL Services Specialist
Georgia Department of Labor
07.2022 - 09.2022
Inbound Operator
Tyme Global Technologies
11.2021 - 07.2022
Onsite Liaison
MEDICAL DATA SYSTEMS
10.2015 - 05.2021
Guest Service Representative
Courtyard by Marriott
03.2015 - 06.2015
Member Experience Concierge
Ritz Carlton Destination Club
01.2014 - 03.2015
Service Representative
Schneider Regional Medical Center- Working World
05.2011 - 01.2014
Office Clerk
University of the Virgin Islands
07.2006 - 09.2006
High school diploma or equivalent - undefined
Charlotte Amalie High School
Bachelor's degree - Bachelor of Business Administration in Management
University of the Virgin Islands