Monique Smith
Virginia Beach,VA
Summary
Adept at enhancing customer satisfaction and streamlining claims processes, I leveraged my healthcare system understanding and exceptional problem-solving abilities at Optima Health Insurance to significantly reduce billing disputes. My proactive approach and dedication to professional ethics have consistently improved service quality and operational efficiency. Results-driven Customer Service Representative accomplished in bringing in new customers and maximizing revenue. Well-versed in different insurance plans and competitor offerings. Persuasive communicator with personable style.
Overview
8
8
years of professional experience
Work History
Health Insurance Representative
Optima Health Insurance
01.2023 - 02.2024
- Collaborated with healthcare providers to ensure accurate billing practices, reducing disputes and errors.
- Assisted clients in understanding their coverage options, guiding them towards the most suitable plans for their needs.
- Answered inbound calls from existing and future policyholders to answer inquiries and discuss insurance options.
- Performed needs analysis to obtain information required to make appropriate health insurance product recommendations.
- Verified insurance coverage by telephone and online to guarantee proper reimbursement of benefits and estimate patients' financial responsibilities.
- Contacted insurance companies to discuss and resolve unpaid claims and incorrectly paid claims.
- Enhanced team productivity by providing ongoing training and support to new hires.
- Maintained strict confidentiality while handling sensitive personal data complying with HIPAA regulations.
Home Health Aide
Hope In Home Care
02.2021 - 01.2023
- Helped patients maintain personal hygiene through bathing, grooming, and toileting assistance when necessary for dignity preservation.
- Maintained a clean and safe home environment for patients, reducing falls and accidents.
- Assisted clients with daily living activities, enhancing their independence and quality of life.
- Performed light housekeeping duties including laundry linen changes sweeping vacuuming and mopping ensuring a clean and organized living space for patients.
- Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
- Performed laundry, grocery shopping and other light housekeeping duties as instructed by client.
- Completed entries in log books, journals, and care plans to accurately document and report patient progress.
- Improved patient well-being by providing compassionate and attentive personal care.
- Assisted with meal planning and preparation according to dietary restrictions, meeting nutritional needs while adhering to personal preferences.
Collections Manager
Portfolio Recovery Associates
03.2017 - 02.2021
- Researched accounts and completed due diligence to resolve collection problems.
- Reviewed, researched, and corrected discrepancies and customer concerns.
- Improved overall collections efficiency by implementing strategic collection plans and processes.
- Oversaw daily posting of payments to customer accounts.
- Enhanced team performance through regular training, coaching, and feedback sessions.
- Contacted customers to discuss late payments and options for remitting amounts due.
- Provided exceptional customer service throughout the collections process, addressing concerns promptly while upholding company values.
- Managed a diverse portfolio of accounts to optimize collection efforts and minimize losses.
- Worked with legal resources and recovery teams to manage default issues.
- Established procedures for collection of past due amounts.
Investment Services Representative
Capital Group American Funds
09.2015 - 02.2017
- Created detailed reports and presentations for clients, showcasing portfolio performance, market insights, and investment recommendations.
- Continuously updated knowledge of current market trends and developments, applying insights to optimize client portfolios accordingly.
- Coordinated efforts with other departments to provide a seamless experience for clients across all aspects of their relationship with the firm.
- Actively monitored client portfolios to identify and address potential risks, ensuring alignment with each client''s investment objectives.
- Implemented strategies aimed at reducing transaction costs for clients while maximizing returns on their investments.
- Provided support during audits by ensuring accurate record-keeping and compliance with regulatory requirements.
- Contributed to the growth of the firm by consistently meeting or exceeding sales targets for new business development initiatives.
- Streamlined the account opening process for clients, ensuring a seamless onboarding experience.
- Increased portfolio performance by conducting comprehensive research and analysis on potential investment opportunities.
Education
Bachelor of Science -
Strayer University
Virginia Beach, VAHigh School Diploma -
IC Norcom
Portsmouth, VA06.2013
Skills
- Healthcare system understanding
- Insurance product knowledge
- Professionalism and Ethics
- Medical Terminology Familiarity
- Documentation and Recordkeeping
- Regulatory Compliance Awareness
- Conflict resolution techniques
- Claims Processing Expertise
- Policy Interpretation
- In-depth industry knowledge
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Customer Support
- Data Entry
- Customer Satisfaction
- Written and oral communication
- Call Center Operations
- Call Center Customer Service
Timeline
Health Insurance Representative
Optima Health Insurance
01.2023 - 02.2024
Home Health Aide
Hope In Home Care
02.2021 - 01.2023
Collections Manager
Portfolio Recovery Associates
03.2017 - 02.2021
Investment Services Representative
Capital Group American Funds
09.2015 - 02.2017
Bachelor of Science -
Strayer University
High School Diploma -
IC Norcom
Similar Profiles
Rachel CoxRachel Cox
Outreach Associate at CIOX HEALTH, Health Information ManagementsOutreach Associate at CIOX HEALTH, Health Information Managements
Amanda ThomasAmanda Thomas
Team Coordinator at Sentara Health PlansTeam Coordinator at Sentara Health Plans
Faduma DirieFaduma Dirie
Client Representative/ Office Support at Optima Communications and Insurance IncClient Representative/ Office Support at Optima Communications and Insurance Inc
Keyon WilliamsKeyon Williams
Medical Equipment Technician at Adapt HealthMedical Equipment Technician at Adapt Health
Justice AntoneJustice Antone
Direct Support Professional at Circle of Life, LLCDirect Support Professional at Circle of Life, LLC