Lindsey Smith
McKinney
Summary
Call center representative/Supervisor, Police and Fire Dispatcher, Medical office and insurance specialist with 15+ years' experience in customer support in high call volume environments. Superior computer skills, multitasking, telephone etiquette and customer service.
Overview
21
21
years of professional experience
Work History
Patient Care Facilitator
Eldorado Vision & Optical
10.2022 - 10.2023
- Answered phone calls and assisted patients with scheduling appointments, cancellations, re-scheduling, and any other questions/concerns the patient may have
- Verified vision insurance prior to patient's appointment and updated charts as needed
- Completed the daily routing slips in advance for the upcoming appointments to include patient's personal information, insurance information, their co-pay amounts, medical history, and made sure all necessary paperwork was included with each routing slip
- Patients check in/check out
- Collected payments upon check out
- Various other front desk duties to include making copies, maintaining office forms, completed medical records requests/releases, managed incoming faxes
- Communicated with patients through an online portal via text
- Maintained the exam rooms to ensure they were fully stocked with everything necessary for the doctor
- Submitted billing to insurance companies for the services the patient received
- Completed contact lens trials inventory weekly or as needed and placed orders and restocked as they were received
- Entered new frames into the system, priced them, updated the optical floor as needed
- Returned frames to the appropriate manufacturers after removing them from the system
- Assisted manager with reconciliation of invoices/billing and other assignments as needed.
Medical Front Desk Receptionist and Insurance Verification Specialist
Complete Family Eye Care
08.2021 - 06.2022
- Printed schedule two days before appointments and verified insurance and updated in patient's chart
- Made calls to insurance companies to verify insurance and patients for updated insurance information
- Called patients if they were self-pay, haven't met their deductible, or coming in for a procedure to inform them the cost of their appointment
- Answered phone calls in high call volume environment
- Scheduled appointments, reschedules, and follow up appointments
- Greets patients, patient check in, and ensure that all necessary paperwork is completed
- Assists patients with questions and instructions
- Copied and scanned ID's, insurance cards, and referrals into the patient's chart
- Accept and sign for various package deliveries
- Manage email, faxes to ensure they are delivered to correct person or assigned to patient's chart
- Provided medical records upon patient's request, school/work excuse
- Checked out patients, collected patient payments, co-pays, deductibles, and balances
- Completed all other office duties as needed.
Customer Service Representative
WASTE CONNECTIONS
03.2020 - 03.2021
- Worked in a fast paced high call volume environment interacting with customers within multiple cities to determine service requirements, requests, collected payments and resolved problems or complaints
- Worked on contracts and service agreements for commercial properties to determine charges for services requested, collected deposits and payments
- Communicated and worked with Waste Connections employees including supervisors and dispatch to ensure all customers needs were met in a timely manner
- Demonstrated effective use of software applications including MS word, Excel, Outlook, and internal system for processing customers requests
- When we were not working remote, covered the front desk receptionist area.
Police and Fire Dispatcher
CITY OF MCKINNEY
05.2012 - 05.2017
- Answered multi-line, 911 emergency calls and non-emergency calls
- Dispatched and deployed public safety personnel to calls for service
- Simultaneously to both telephone and radio traffic under loud and stressful situations
- Provided pre-arrival medical instructions following department protocol
- Documented all activity, locations, and status updates into the computer aided dispatch system for all public safety personnel and quickly disseminating any additional information
- Operated multi-channel public safety radio systems
- Communicated effectively and courteously, both verbally and in writing to protect the safety of the officers and fireman as well as the citizens.
Call Center Representative and Supervisor
WYNDHAM JADE
01.2003 - 03.2012
- Addressed customer service inquires in a timely and accurate fashion
- Took care of customer needs in a high call volume environment
- Traveled onsite to multiple events
- Quickly promoted up within the department
- Provided training to 25+ staff members
- Facilitated information between customer service, account management operations, quality, training and payroll to guarantee call center objectives were met.
Education
HIGH SCHOOL DIPLOMA -
McKinney High School
McKinney, TX01.2002
Skills
- Skilled multi-tasking
- Focused and driven
- Dedicated team player
- Excellent interpersonal skills
- Time management
- Detail oriented
- Fast learner
- Seasoned in conflict resolution
- Typing
- Phone Etiquette
- Microsoft Outlook
- Account Management
- Writing Skills
- Computer Skills
- Data Entry
- Office Management
- Microsoft Word
- Medical Scheduling
- Multi-line Phone Systems
- Insurance Verification
- Medical Records
- HIPAA
- Medical Office Experience
- EMR Systems
- Customer Service
- Attention to Detail
- Patient Care
- Critical Thinking Skills
- Organizational Skills
- HIPAA Compliance
- Creative Problem-Solving
- Verbal and written communication
- Patient documentation
- Patient Registration
- Front desk
- Medical records
- Conflict management
- Medical terminology
- Appointment Scheduling
- Patient Records Management
- New Hire Training
- Quality Assurance
- Filing and Recordkeeping
- Punctual and Hardworking
- Caring and Empathetic
- Insurance verifying
- Resolving Problems
- Conflict Resolution
- Technology proficiency
- Patient confidentiality
- Healthcare Systems Knowledge
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Patient Care Facilitator
Eldorado Vision & Optical
10.2022 - 10.2023
Medical Front Desk Receptionist and Insurance Verification Specialist
Complete Family Eye Care
08.2021 - 06.2022
Customer Service Representative
WASTE CONNECTIONS
03.2020 - 03.2021
Police and Fire Dispatcher
CITY OF MCKINNEY
05.2012 - 05.2017
Call Center Representative and Supervisor
WYNDHAM JADE
01.2003 - 03.2012
HIGH SCHOOL DIPLOMA -
McKinney High School