Summary
Overview
Work History
Education
Skills
Personal Information
Languages
Timeline
Generic

Lenette Smith

Beaumont

Summary

Customer-centered and experienced Client service professional with an extensive background in maintaining customer satisfaction, conflict resolution, and contributing to company success goals.

Strengths include effective communication and commitment to high-quality member support.

Overview

9
9
years of professional experience

Work History

Member Service Advocate

Blue Cross Blue Shield of Massachusetts
03.2025 - Current
  • Answered member inquiries in a high volume call center
  • Educated members on their medical, dental, and vision benefits
  • Processed health insurance claims
  • Coordinate patient referrals and authorizations
  • Coordination of benefits (COB) review to determine correct payor
  • Utilize HCPC and CPT coding to determine if services are covered

Tier 2 Customer Service Representative

UnitedHealth Group
08.2022 - 03.2025
  • Manage customer inquiries via calls and live chat in a call center environment to ensure efficient service and accurate data entry.
  • Coordinate patient referrals and prior authorization requests, to improve care access.
  • Utilize HCPCS and CPT codes knowledge to determine coverage.
  • Process, investigate, and adjust healthcare claims for payment
  • Optimized customer data handling using Salesforce software.
  • Interpreted EOBs for members to ensure clarity.
  • Coordination of Benefits Review to determine correct payor.

Digital Sales and Service Representative

1-800 Contacts
03.2020 - 08.2022
  • Provided customer service through live chat and email.
  • Assisted customers with product selection and order placement.
  • Resolved customer inquiries and complaints.
  • Provided technical support for online navigation

Medical Front Office Coordinator

Quality Care Inc
03.2018 - 02.2020
  • Coordinated caregiver placement by interviewing prospective employees and conducting background checks for employment
  • Maintained confidentiality in handling sensitive information while performing administrative tasks.
  • Enhanced office efficiency by managing schedules, organizing files, and maintaining a clean workspace.
  • Facilitated smooth operations by efficiently handling incoming mail, phone calls, and visitor inquiries.
  • Expedited document processing with accurate data entry and timely filing.

Call Center Representative

Conn's Corporate Office
12.2016 - 03.2018
  • Responded to customer requests for products, services, and company information.
  • Deescalated calls, finding satisfactory resolutions for both customers and the company.
  • Evaluated customer account details.
  • Executed payment processing tasks accurately.

Education

Bachelor - Business Administration And Management

University of Phoenix
06.2026

Associate Of Arts - Business Administration And Management

University of Arkansas Grantham
04.2022

Skills

  • Customer Service
  • Call Center
  • Healthcare benefits and Eligibility
  • HIPAA compliance
  • Computer Software Proficiency
  • Live Chat
  • Data Entry
  • Healthcare Claim Processing
  • Referrals/Prior Authorizations
  • Helpdesk/Zendesk Ticketing

Personal Information

Languages

English
Native or Bilingual

Timeline

Member Service Advocate

Blue Cross Blue Shield of Massachusetts
03.2025 - Current

Tier 2 Customer Service Representative

UnitedHealth Group
08.2022 - 03.2025

Digital Sales and Service Representative

1-800 Contacts
03.2020 - 08.2022

Medical Front Office Coordinator

Quality Care Inc
03.2018 - 02.2020

Call Center Representative

Conn's Corporate Office
12.2016 - 03.2018

Associate Of Arts - Business Administration And Management

University of Arkansas Grantham

Bachelor - Business Administration And Management

University of Phoenix

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