Monea Smith
Warren ,Michigan
Summary
Dependable customer advocate serving diverse needs of patients through active communication and responsive engagement with healthcare services and policymakers. Skilled at analyzing case files and databases to speed up inquiry response times and guide information through appropriate personnel channels. Maintains highest standards of ethics, professionalism and regulatory compliance to ease common stressors and de-escalate potential conflicts.
Overview
12
12
years of professional experience
Work History
Patient Service Representative
Concentra Urgent Care Medical Center
06.2023 - 04.2024
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Verified insurance eligibility and coverage for patients.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
- Managed patient registration process, confirming data accuracy and completeness.
- Used multiple software to schedule appointments.
- Handled customer service inquiries in person, via telephone and through email.
- Entered patient demographic and insurance data into electronic medical record system.
- Served as a reliable source of information for patients regarding appointment scheduling, insurance coverage inquiries, and general office policies.
Customer Service Representative
Detroit Water & Sewerage Dept.
08.2017 - 04.2020
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Customer Service Coordinator
YMCA Child Development Center
02.2014 - 02.2018
- Responded to customer needs through competent customer service and prompt problem-solving.
- Coordinated order processing, shipping, and delivery schedules to ensure timely delivery of products to customers.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volumes with exceptional professionalism, ensuring minimal wait times for customers.
- Handled escalated customer issues with empathy and patience, working closely with management to reach satisfactory resolutions.
Care Coordinator
Blackwell Home Care Services LLC
07.2012 - 11.2016
- Used company software and databases to maintain records of services performed and patient conditions.
- Managed patient caseloads effectively, ensuring timely follow-up and appropriate interventions.
- Developed strong relationships with community partners, facilitating referrals and collaboration on behalf of patients.
- Conducted regular evaluations of care plan effectiveness, making necessary adjustments based on feedback from patients and providers.
- Maintained accurate and up-to-date documentation of patient records in accordance with HIPAA regulations.
- Assessed patient needs and connected them with appropriate resources to ensure optimal health outcomes.
Education
No Degree - Business Communication
University of Phoenix
Phoenix, AZ06-2027
High School Diploma -
Clintondale High School
Clinton Township, MI06-2007
Skills
- Customer service
- HIPAA compliance
- Insurance verification
- Insurance verifying
- Office administration
- Data entry proficiency
- Conflict resolution
- Document filing
Timeline
Patient Service Representative
Concentra Urgent Care Medical Center
06.2023 - 04.2024
Customer Service Representative
Detroit Water & Sewerage Dept.
08.2017 - 04.2020
Customer Service Coordinator
YMCA Child Development Center
02.2014 - 02.2018
Care Coordinator
Blackwell Home Care Services LLC
07.2012 - 11.2016
No Degree - Business Communication
University of Phoenix
High School Diploma -
Clintondale High School
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