Sharnell Smith
Las Vegas,NV
Summary
Dynamic Collections Representative with excellent communication and negotiation skills. Persistent, firm and consistent in abiding by all policies and procedures. Excels through nonconfrontational negotiation and reasoning.
Overview
6
6
years of professional experience
Work History
Debt Collector
Credit Control LLC
03.2023 - 10.2023
- Inbound and Outbound Calls
- Educated debtors about repayment options, enabling them to make informed decisions while preserving positive business relationships.
- Collected on delinquent accounts to reduce overdue balances.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
- Provided excellent customer service during difficult conversations, empathizing with debtors while remaining firm on repayment expectations.
- Debt Accounts for Bank Of American
Accounts Receivable and Billing Clerk
Compex Legal Services Inc.
11.2022 - 03.2023
- Negotiated to collect balance in full.
- Processed payments and contracts on accounts.
- Counseled debtors on payment options and arranged installment agreements.
- Resolved challenging situations with friendly but firm strategies.
- Reviewed collection reports to determine status of collections and amounts of outstanding balances.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Maintained high volume of calls and met demands of busy and productive group.
- Processed payments and applied to customer balances.
- Handled 50-100 outbound and inbound calls daily with goal of collecting owed debt.
Customer Service Representative
Centene Corporation
02.2021 - 04.2022
- Reference current materials to answer escalated and complex inquiries from members and providers regarding claims, eligibility, covered benefits and authorization status matters
- Provide assistance to members and/or providers regarding website registration and navigation
- Educate members and/or providers on health plan initiatives Provide first call resolution working with appropriate internal/external resources, and ensure closure of all inquiries
- Document all activities for quality and metrics reporting through Customer Relationship Management (CRM) application
- Process written customer correspondence and provide appropriate level of follow-up in timely manner
- Research and identify processing inaccuracies in claim payments and route to appropriate team for claim adjustment
- Identify trends related to member and/or provider inquiries that may lead to policy or process improvements that support excellent customer service and impact quality and performance standards
- Work with other departments on cross functional tasks and projects
- Maintain performance and quality standards based on established call center metrics including turn- around times
- Eligibility verification
Collections Representative
CMRE FINANCIAL SERVICES, INC
08.2019 - 01.2020
- Provide Services For Over 100 Hospitals, Providing Accounting Services For Hospitals Billing Patient
- Providing Medical , Medicare , VA , Workman's comp
- Speaking to Insurance Rep and Attorney's Offices
- Inbound & Outbound Calls
- Medical Collections
- Payment Processing
- Insurance Processing
- Account Reviewing
- Posted payments and processed refunds
- Reconciled statements with patient records
- Contacted patients after insurance was calculated to obtain payments
- Took copayments and compiled daily financial records
- Explained plans for treatment and payment options
- Reviewed and corrected claim errors to facilitate smooth processing
- Worked with outside entities to resolve issues with billing, claims and payments
- Electronically submitted bills according to compliance guideline
Case Manager
Genentech
09.2017 - 08.2019
- Customer Service liaison between patients, providers, MDS, pharmacies and insurance carrier to assure services are provided in at least restrictive, least costly manner
- Provide customer focused reimbursement support to patients, pharmacists, physicians, and internal sales force
- Educate, inform, and assist patients (and their families) and providers to navigate through reimbursement and appeal process for assigned product
- Identify barriers to reimbursement and continually identify and recommend program efficiencies to
- Supervisor to promote high quality of work
- Identify and facilitate referrals to alternative coverage options and financial assistance programs for patients who are under insured or require copy assistance
- Establish relationships with appropriate stakeholders including internal & external partners
- Conduct benefits coverage and payer research/investigations to ensure appropriate resources, compliance with payer appeal policies, practices, and timelines.
Education
Associate's degree - Business
Fullerton College
Fullerton, CAHigh school diploma - General Studies
Grant PNHS
Portland, ORNo Degree - Medical Office Assistance
Concord College
Portland,Oregonn05.2015
Skills
- Call center experience
- Account Management
- Orcale software
- Customer Service-Oriented
- File Management
- Independent worker
- Office Administration
- Spreadsheet Management
Timeline
Debt Collector
Credit Control LLC
03.2023 - 10.2023
Accounts Receivable and Billing Clerk
Compex Legal Services Inc.
11.2022 - 03.2023
Customer Service Representative
Centene Corporation
02.2021 - 04.2022
Collections Representative
CMRE FINANCIAL SERVICES, INC
08.2019 - 01.2020
Case Manager
Genentech
09.2017 - 08.2019
Associate's degree - Business
Fullerton College
High school diploma - General Studies
Grant PNHS
No Degree - Medical Office Assistance
Concord College
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