Lakeyta Smiley
Saint Augustine,FL
Summary
Customer-focused professional with over 10 years of experience delivering high-quality service in fast-paced, high-volume environments. Skilled in customer support, issue resolution, documentation, and multitasking across insurance, healthcare, and government settings. Known for clear communication, empathy, and consistently meeting performance and quality metrics. Seeking a stable customer service or support role with growth opportunities.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Patient Representative
Avecina Medical
Saint Augustine, FL
11.2025 - Current
- Facilitated patient check-in processes to enhance workflow efficiency.
- Managed appointment scheduling using electronic health record systems.
- Provided exceptional customer service, addressing patient inquiries and concerns promptly.
- Coordinated communication between patients and healthcare providers to ensure clarity of information.
- Answer phone calls and provide information or refers questions to others.
- Verifies insurance, collect copays.
- Complete medical record request.
Customer Service Representative – Claims
GEICO
Jacksonville, FL
03.2025 - 11.2025
- Provided professional and empathetic support to customers regarding claims and service inquiries.
- Handled high call volumes while maintaining accuracy, quality, and customer satisfaction.
- Explained coverage, processes, and next steps in a clear and reassuring manner.
- Documented interactions thoroughly and complied with company and regulatory standards.
- Collaborated with internal teams and vendors to resolve customer concerns efficiently.
Customer Service Representative
Optum Health
Remote
10.2022 - 02.2025
- Assisted members with insurance questions, billing concerns, and claim status inquiries.
- Navigated multiple systems to resolve issues accurately during live calls.
- Met or exceeded call handling, quality, and productivity metrics.
- Provided clear explanations while maintaining confidentiality and HIPAA compliance.
Customer Service Representative – Government Contract
MPF Federal LLC
Remote
08.2020 - 10.2022
- Responded to complex customer inquiries related to policies and program guidelines.
- Resolved escalated issues with professionalism and attention to detail.
- Maintained accurate records and followed federal compliance requirements.
Billing & Referrals Coordinator
Crescent Beach Care
St. Augustine, FL
02.2019 - 06.2020
- Supported patients with scheduling, insurance verification, and documentation.
- Assisted with billing questions, referrals, and pre-authorizations.
- Delivered compassionate customer service in a healthcare setting.
Education
Medical Billing & Coding
Ultimate Medical Academy
07.2025
Medical Assisting Program
Remington College
Skills
- Customer Service & Support
- Inbound & Outbound Calls
- Account Resolution
- Problem Solving & De-escalation
- Documentation & Data Entry
- Time Management & Multitasking
- Remote Call Center Experience
- Policy & Procedure Explanation
- HIPAA Compliance
- Team Collaboration
Certification
License: Florida 6-20 All-Lines Insurance Adjuster (Active)
Timeline
Patient Representative
Avecina Medical
11.2025 - Current
Customer Service Representative – Claims
GEICO
03.2025 - 11.2025
Customer Service Representative
Optum Health
10.2022 - 02.2025
Customer Service Representative – Government Contract
MPF Federal LLC
08.2020 - 10.2022
Billing & Referrals Coordinator
Crescent Beach Care
02.2019 - 06.2020
Medical Billing & Coding
Ultimate Medical Academy
Medical Assisting Program
Remington College