Kristin Smith
Bell Buckle,TN
Summary
Versatile Administrative professional well-versed in healthcare practices, compliance standards and operations. Excellent problem-solver and clear communicator with positive and upbeat personality. Advanced abilities in Microsoft Office, Salesforce, People Soft, Meditech, Emdeon and many other software's.
Overview
12
12
years of professional experience
Work History
Medical Receptionist
SCRI Oncology Partners
04.2024 - Current
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Checked patient insurance, demographic, and health history to keep information current.
- Helped patients complete necessary medical forms and documentation.
- Maintained strict confidentiality of patient information, adhering to HIPAA regulations and medical office policies.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Managed high call volumes, directing calls to appropriate departments while maintaining a polite and professional demeanor.
- Organized paperwork such as charts and reports for office and patient needs.
- Managed multi-line phone system and pleasantly greeted patients.
- Provided compassionate customer service, creating a welcoming atmosphere for patients and their families.
- Maintained current and accurate medical records for patients.
- Developed strong relationships with patients, fostering loyalty and trust in the practice''s services.
- Enhanced patient satisfaction by efficiently managing the front desk operations and addressing inquiries in a timely manner.
- Assisted healthcare providers with administrative tasks, enabling them to focus on quality patient care.
- Ensured accurate record-keeping by diligently updating patient information and verifying insurance coverage.
- Transcribed phone messages and relayed to appropriate personnel.
- Contributed to a positive work environment by collaborating effectively with colleagues and supporting team initiatives.
Insurance Verification/Prior Authorization Specialist
Lifeline Systems Inc.
11.2019 - 01.2024
- Maintained thorough knowledge of insurance plan requirements, facilitating accurate and timely completion of authorization forms.
- Reached out to insurance carriers to obtain prior authorization for testing and procedures.
- Verified eligibility and compliance with authorization requirements for service providers.
- Responded to inquiries from healthcare providers regarding prior authorization requests.
- Reduced turnaround time for prior authorization requests by utilizing electronic submission methods.
- Input all patient data regarding claims and prior authorizations into system accurately.
- Obtained and logged accurate patient insurance and demographic information for use by insurance providers and medical personnel.
- Tracked referral submission during facilitation of prior authorization issuance.
- Researched denied claims and contacted insurance companies to resolve these issues.
- Coordinated with billing department to resolve discrepancies related to denied claims due to incomplete or incorrect prior authorizations.
Call Center Representative/Quality Assurance Specialist
P.A.S.I.
06.2012 - 08.2019
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
- Compiled status and performance reports for team leaders to address company strengths and weaknesses.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved customer inquiries and complaints quickly.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Cross-trained and backed up other customer service managers.
- Implemented and developed customer service training processes.
- Trained staff on operating procedures and company services.
Education
Associate of Science - Administrative Office Professional
Nashville College of Business & Technology
Nashville, TN02.2004
Skills
- Telephone Etiquette
- Medical Terminology
- Patient Scheduling
- Patient Registration
- Microsoft Office
- HIPAA Compliance
- Insurance Verification
- HIPAA Guidelines
- Payment Collection
- Electronic Medical Records
- Referral Verification
- Documentation
- Insurance Claims
- Customer Service
- Problem-Solving
- Cash Handling
- Collaboration and Teamwork
- Computer Proficiency
- Organization and Time Management
- Data Entry
- Adaptable and Flexible
- Administrative Support
- Documentation and Recordkeeping
- Insurance Authorizations
- Electronic Recordkeeping
- Patient Eligibility Requirements
- Scheduling Tests and Procedures
- Medical Records Verification
- Payment Plan Options
- Bookkeeping
Timeline
Medical Receptionist
SCRI Oncology Partners
04.2024 - Current
Insurance Verification/Prior Authorization Specialist
Lifeline Systems Inc.
11.2019 - 01.2024
Call Center Representative/Quality Assurance Specialist
P.A.S.I.
06.2012 - 08.2019
Associate of Science - Administrative Office Professional
Nashville College of Business & Technology
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