Krista Smith
Bloomington,IL
Summary
Supervisor Accomplished, collaborative, and strategic professional with multifaceted experience in facilitating meetings, assisting execution of daily operations, and delivering quality service by enforcing quality and customer service standards. Adept in fostering supportive and positive learning workplace environment by providing new learning opportunities and developing comprehensive training programs to establish competitive and client-centric workforce. Known for strong business acumen, with in-depth knowledge of multiple businesses, functions, and processes. Noted for superb work ethic with excellent people skills, able to work with people of all backgrounds. Data Entry Inside and Outside Sales Procurement and Supply HCPC CODES Multitasking Medical qualifications Conflict Resolution Quality Management Inventory Management Medical terminology Call center Public Relations Retail Marketing Liaising and Coordination ICD9 CODES Insurance Verification
Overview
21
21
years of professional experience
Work History
Underwriting Assistant
State Farm
Bloomington, IL
06.2022 - Current
- Collected and reviewed third-party reports to support decisions.
- Conducted comprehensive analysis and evaluated risk to control underwriting loss.
- Managed physical and digital files, monitored spreadsheets and updated reports to coordinate project materials.
- Performed data entry functions to track information such as payments, account updates and customer interactions.
- Organized both physical and digital files and updated reports to coordinate project materials.
- Responded to requests for data searches, office memo drafts or reference retrievals.
- Reviewed and analyzed historical financial performance metrics.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Maintained strong call control and quickly worked through scripts to address problems.
- Updated customer accounts, addresses and contact information within call management databases.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Navigated through computer systems to review information and respond appropriately to callers.
- Offered resolutions to de-escalate calls and solve customer issues.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Updated databases with new and modified customer data.
- Referred unresolved customer grievances to designated departments for further investigation.
Tech
Lincare, CPAP
02.2019 - 06.2022
- Manage day-to-day CPAP treatment operations while delivering utmost patient care, able to provide subject matter expertise to support patients’ needs and concerns that established a sustainable network of client, improved client satisfaction, and generated sales leads
- Demonstrate expertise in wide range of medical equipment, able to set up equipment to assist PTs, analyze and test functionality, create cheat sheet for equipment use, and instruct patients on proper usage
- Oversee all aspect of patient care including downloading patients’ oximetry, ensuring proper mask fittings, reviewing file for treatment suggestion, and processing and adjusting prescription per doctor’s order
- Perform extensive clerical functions to support daily activities such as ordering and tracking supplies, ensuring accurate data entry, managing large volume of incoming/outgoing calls, monitoring referral sources, and liaising with all insurance companies for pre-authorization
- Provide comprehensive evaluation on sleep studies and collect appropriate data to advance treatment methods, determine effective best practices, and improve patient care
- Perform other duties assigned including filling in as needed for staffing to streamline operations, reduce staffing cost, and contribute to workplace efficiency.
- Troubleshot systems and equipment and ran tests to make effective recommendations.
- Followed safety practices to safeguard against injury and damage to property.
- Managed quality control and maintained high level of customer satisfaction.
- Participated in training to maintain technical expertise and proficiency on applicable equipment.
- Troubleshot systems to determine appropriate resolution for reported problems with usage.
- Operated various diagnostic tools to determine repair plans.
- Adhered to applicable regulations, policies and procedures for health, safety and environmental compliance.
- Adjusted or modified equipment to enhance equipment performance or to respond to customer requests.
- Maintained test equipment to safety standards to drive process integrity and data validity.
- Trained customers on proper operation, maintenance, and safety of newly installed equipment.
Customer Service Associate
Lincare Home Oxygen And Respiratory Systems
06.2017 - 02.2019
- Commended for intense client focus, responding promptly to patients’ complaints and addressing needs with sense of urgency
- Performed wide array of functions including ordering supply, administering patient billing and accounts receivable, dispatching drivers, and overseeing accurate data entry
- Held full responsibility in setting up home medical supplies and ensuring proper usage of equipment in strict compliance with medical guidelines.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
- Addressed inquiries, resolved customer issues and managed customer relations.
- Consulted with customers regarding needs and addressed concerns.
- Followed policies and procedures to meet or exceed established performance requirements.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Organized and prioritized tasks and activities and worked within strict timeframes and deadlines.
- Trained new hires on products and services, best practices and protocols to reduce process gaps.
- Maintained customer privacy and protected company operations by keeping information private and confidential.
- Improved customer service wait times to mitigate complaints.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Recommended and initiated product offerings to meet customer changing needs.
- Operated multi-line phone system and online messaging system to communicate with customers.
- Relayed customer feedback to cross-functional teams to improve products and services.
- Promoted brand and marketing campaigns to create interest with customer.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Developed and organized electronic files to maintain customer service-related documents.
- Partnered with internal teams to uncover customer needs and cross-sell opportunities.
- Organized client contracts, records and reports to strengthen traceability.
Retail/Customer Service Associate
Home Health Depot
Bloomington, IL1
01.2013 - 04.2017
- Handled cash, checks and cards with care and according to PCI standards, organizing transaction records and monitoring cash register.
- Maintained knowledge of products and services offered and replenished products on sales floor.
- Followed company leadership and policies in resolving customer complaints with clarity and positivity.
- Supported customer experience by directing individuals to sections of store with preferred products, managing inventory and adjusting records of item availability.
- Engaged customers while solving issues and providing solutions with fast and accurate transaction processing.
- Adhered to schedules with regularity and persistence, supporting team members and filling schedule deficiencies.
- Answered questions about current promotions and resolved issues according to store policies.
- Gained knowledge of new products and services to provide updated information and customer support.
- Calculated pricing, applied discounts and collected payments to process transactions.
- Cross-trained in multiple areas to support team members with high-volume task loads.
- Identified cross-selling opportunities and communicated promotions to customers to increase sales.
- Engaged with customers and recommended products based on needs and requests.
- Promoted service excellence throughout retail transactions to foster customer loyalty and satisfaction.
- Memorized policies and procedures to handle dynamic situations with minimal supervision.
- Stocked and replenished merchandise according to store merchandising layouts.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Provided top quality control and eliminated downtime to maximize revenue.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
Retail/Customer Service Associate
Home Health Depot
Broadview, IL
01.2011 - 01.2013
- Worked in collaborative efforts with physical therapist to demonstrate variety of equipment, acquire authorizations, and operate equipment in accordance to all medical guidelines to provide high level of service for the patients
- Successfully direct retail sales operations and support marketing initiatives
- Oversaw ordering and maintaining stocks and supplies, preparing accurate documentation of all Rehab/DME equipment, and managing inventory
- Administered patient intake process from accepting forms to verifying health insurance information and filing necessary insurance documents to assist patients’ admission to the facility
- Facilitated administrative duties such as engaging with patients, creating delivery tickets with HCPCS coding, performing billings and account receivable, accepting payments, and depositing funds and receipts at bank to support daily operations
- Worked in collaborative efforts with physical therapist to demonstrate variety of equipment, acquire authorizations, and operate equipment in accordance to all medical guidelines to provide high level of service for the patients.
- Handled cash, checks and cards with care and according to PCI standards, organizing transaction records and monitoring cash register.
- Supported customer experience by directing individuals to sections of store with preferred products, managing inventory and adjusting records of item availability.
- Engaged customers while solving issues and providing solutions with fast and accurate transaction processing.
- Adhered to schedules with regularity and persistence, supporting team members and filling schedule deficiencies.
- Cross-trained in multiple areas to support team members with high-volume task loads.
- Identified cross-selling opportunities and communicated promotions to customers to increase sales.
- Memorized policies and procedures to handle dynamic situations with minimal supervision.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
Business Assistant
Dental Group of Bloomington
Bloomington, IL9
01.2007 - 09.2011
- Adept at managing and streamlining administrative processes with the ability to administer patient billing, balance daily payments and receipts, schedule appointments, and deliver reports for dentists, resulting to an improved efficiency of business procedures.
Trainer/Customer Service/Sales Representative
Bloomington, IL2
01.2003 - 09.2007
- Directed broad spectrum of activities such as facilitating community meetings, managing data entry, and overseeing medical supply set up
- Acted as Lincare spokesperson, highly-effective in controlling the flow of information to the public, communicating with insurance companies, and establishing good rapport with clients
- Repeatedly recognized for top performance that earned various promotions including sales representative position for Bloomington area “Lunch and Learns”
- Promoted as Regional Trainer and successfully established cohesive and competent workforce by developing comprehensive training programs and mentoring.
Education
Medical Sales Certification, Florida Accounts Receivable Certificate Collector Certification -
Skills
- Technical Proficiency
- MS Offic
- ICD9 Coding
- HCPC Coding
- Customer Service
- Customer Interaction
- Information Tracking
- Works Well Under Pressure
- Attention to Detail
- Issue Resolution
- Health and Safety Regulations
- Verbal and Written Communication
- Production Scheduling
- Project Support
- Quality Control
- OSHA Compliance
- Customer Rapport
- Multitasking and Organization
- User Training
- Document Preparation
- Performance Improvement
- Relationship Building
- Documentation and Reporting
- Medical Transcription
- Patient Scheduling
- Medical Charting
- Records Management
- Insurance Verification
- Appointment Setting
- Patient Relations
- Referral Verification
- Co-Payment Collection
- Appointment Scheduling
- Medical Billing
- Electronic Medical Records
- HIPAA Guidelines
- Telephone Etiquette
- HIPAA Compliance
- Outpatient Care
- Medical Terminology
- Medical Records Management
- Building Strong Relationships
- Clerical Support
- Data Analysis
- Data Collection
- Clinical and Medical Analysis
- Document Scanning
- Data Organization
- Clerical Assistance
Timeline
Underwriting Assistant
State Farm
06.2022 - Current
Tech
Lincare, CPAP
02.2019 - 06.2022
Customer Service Associate
Lincare Home Oxygen And Respiratory Systems
06.2017 - 02.2019
Retail/Customer Service Associate
Home Health Depot
01.2013 - 04.2017
Retail/Customer Service Associate
Home Health Depot
01.2011 - 01.2013
Business Assistant
Dental Group of Bloomington
01.2007 - 09.2011
Trainer/Customer Service/Sales Representative
01.2003 - 09.2007
Medical Sales Certification, Florida Accounts Receivable Certificate Collector Certification -
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