Precious Smith
Evergreen Park,USA
Summary
Dedicated and professional with a strong track record in customer service, time management, and trend tracking. Troubleshooting skills to efficiently identify and resolve problems, while building successful solutions for positive outcomes. Excellent verbal and written communication abilities, consistently cultivating positive relationships and surpassing goals.
Overview
10
10
years of professional experience
Work History
Patient Access Representative
Advocate Aurora Medical Center
05.2021 - Current
- Initiated a patient follow-up program that boosted return visits by 25% contributing significantly to clinic revenue growth
- Processed insurance claims and collaborated with managed care organizations, resulting in a 15% increase in claim approvals
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Conducted patient pre-registration and registration procedures, ensuring 100% compliance with healthcare regulations
- Collected insurance information and scanned identification cards for accurate billing purposes
Call Center Quality Analyst
Staff Management SMX
02.2018 - 04.2021
- Successfully handled over 200 customer inquiries daily in a fast -paced call center environment.
Escalates highly technical product- related issues to the proper product support department and Tier 3 help desk
agents. - Managed large datasets with 20K observations using regular expressions and selecting key variables to build models for statistical logic.
- Recommended upgrades that improved platform architecture in response to internal audits concerning system performance ; boosted recovery time after outages by 80%.
- Improved customer satisfaction ratings by analyzing call recordings and identifying areas for improvement.
- Enhanced call center performance by implementing quality monitoring processes and providing feedback to agents.
Customer Service Team Leader
Sears Holding Corporation
06.2014 - 01.2018
- Boosted sales performance by implementing effective sales strategies and coaching team members.
- Set goals for individual team members as well as entire group in order to track progress toward desired outcomes
- Implemented new strategies to increase customer satisfaction and improve overall team performance
- Assisted in recruitment process by interviewing potential candidates for open customer service positions
- Managed escalated customer complaints, ensuring swift resolution and preventing further dissatisfaction.
Education
No Degree - Sane Nursing
Richard Daley College
Chicago, Illinois05-2026
Skills
- Healthcare systems navigation
- Insurance regulations
- Computer Literacy
- Risk Management
- Goal attainment
- Software Proficiency
- Database Administration
- CPT Coding Knowledge
- Employee schedule coordination
- Site documentation
- CCTV Monitoring
- Staff hiring
- Complaint resolution
- Training development aptitude
Timeline
Patient Access Representative
Advocate Aurora Medical Center
05.2021 - Current
Call Center Quality Analyst
Staff Management SMX
02.2018 - 04.2021
Customer Service Team Leader
Sears Holding Corporation
06.2014 - 01.2018
No Degree - Sane Nursing
Richard Daley College
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