Lolita Smith

• Verified accuracy of customer accounts prior to making changes or updates.
• Performed data entry tasks into various internal databases as needed.
• Demonstrated excellent communication skills while handling incoming calls from customers.
• Adhered to all company policies regarding customer service standards and procedures.
• Suggested improvements for existing processes related to customer service operations.
• Utilized problem-solving techniques to resolve complex customer service issues in a timely manner.
• Consistently maintained high levels of professionalism when interacting with customers over the phone.
• Navigated multiple computer systems simultaneously while conversing with customers.
• Answered customer inquiries and addressed customer complaints in a timely manner.
• Educated customers on retirement, Medicare, and disability.
• Resolved conflicts by actively listening to customers' concerns and providing solutions that met their needs.
• Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
• 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.

Admissions for outpatient and inpatient, collect copays, deductibles, MSP (Medicare), precertification, and verification of health insurance. Assisting patients with financial care benefits and resources.

Prioritized and organized tasks to efficiently accomplish service goals.

Streamlined communication regarding claims processes for medical and dental benefits.
Collaborated with providers and billing companies to ensure accurate processing.
Executed timely payment processing for services rendered.
Delivered education on the benefits of small and large group policies.

Monitor over 50 employees for both hard and soft skills, and coach and train them. Communicate with upper management about each person's performance. Complete reports, KPI metrics, provide feedback, and assist with various projects such as the Customer Experience

• Ensured compliance with company policies and procedures throughout the team.
• Trained new staff in relevant processes and procedures.
• Processed dental claims and verified benefits for accurate billing.
  Explained benefits coverage to patients, ensuring a clear understanding.
  Requested pretreatment estimates to facilitate informed decision-making.
  Monitored phone calls for quality assurance, enhancing service delivery.