Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
AssistantManager

SHEMARIAH SMITH

Charlotte,NC

Summary

Results-driven health administrative professional with 6 years of experience seeking a position in a remote setting. Dedicated to providing exceptional support to healthcare providers and patients. Looking to leverage my skills in managing patient information, billing, and insurance reimbursement to enhance operational efficiency and improve patient care outcomes.

Overview

10
10
years of professional experience

Work History

Patient Support Specialist

Hello Alpha
12.2022 - 04.2023
  • Adhered to clinical guidelines and telemedicine regulations
  • Worked with the Head of Support to create and implement process improvements for both the patient and clinician experiences
  • Collaborated in the clinical implementation of new medical conditions
  • Performed duties in accordance with applicable standards, policies and regulatory guidelines with in the remote work environment
  • Actively participated in daily clinical operations task that include resolving order issues with our partner pharmacies, monitoring and following up on patients and provider messages and requests, and tracking/ documenting within specified time intervals
  • Evaluated, assessed, and documented patients' questions calls, concerns, and appropriate interventions
  • Implemented critical thinking to provide the best allocation of health services per patient's needs (I.E further evaluation needed with in-person PCP or OB-GYN, referral to local or urgent care/ER, etc.)
  • Appointment scheduling as requested by providers
  • Navigated through various software applications simultaneously (Slack, Clinician Dash Board, Athena, Recurly, DocuSign, Form Dr and Google workspace)
  • Handled inquiries and complaints pursuant to the procedure, by adhering to legal and ethical requirements, and company policies and procedures
  • Engaged in the continuous effort to improve the patient experience by sharing customer feedback with Product Teams, through the Alpha Process

Patient Service Representative

AmerisourceBergen
10.2017 - 11.2022
  • Interfaced directly with a diverse population of patients, responding to various inquiries and concerns
  • Collected and entered patient demographic and insurance data into computer database to establish patient's medical record
  • Provided quality customer service and counseled patients through healthcare options relevant to their needs
  • Collaborate with billing team to improve reimbursement rates and reduce claim denial
  • Verified patient insurance eligibility and coverage for procedures and treatments
  • Reviewed patients deductibles, co-pay amounts and claims to discussed options to satisfy remainder of patient financial obligations
  • Maintained HIPPA privacy standards with required documentation and communication when necessary
  • Used multiple computer systems to navigate services for patients such as SharePoint, NextGen and Patient Plus
  • Handle escalated issues by proactively evaluating and recommending solutions to Customer challenges including working with internal/external customer groups to resolve Customer concerns
  • Comply with all appropriate policies, procedures, safety rules and regulations
  • Demonstrate an ongoing effort to achieve and exceed performance expectations by meeting daily, weekly and monthly targets
  • Recommended service improvements to minimize recurring patient issues and complaints

Benefits Verification Specialist

AmerisourceBergen
10.2016 - 02.2017
  • Reviews all patient insurance information needed to complete benefit verification process
  • Triages cases with missing information to appropriate program associate
  • Verifies patient specific benefits and precisely documents specifics for various payer plans including patient coverage, cost share, and access/provider options
  • Obtain 100+ pre-authorizations weekly using specific CPT and ICD-10 codes
  • Reports any reimbursement trends/delays to management
  • Performs related duties and special projects as assigned
  • Applies company policies and procedures to resolve a variety of issues

Customer Service Representative

Bank of America
09.2013 - 11.2015
  • Card II and Small Business Deposits
  • Contact Center Representative
  • Worked with customers to answer questions, resolve disputes and research discrepancies.
  • Received 60-120 inbound customer calls related to credit and accounts receivable.
  • Processed recurring automated payments and credit card payments.
  • Assisted with reconciliations and customer communications.
  • Monitored existing customer accounts for continued creditworthiness based on analysis of past performance and current information.
  • Recommended products and services to meet customers' credit card and banking needs.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Educated customers about billing, payment processing and support policies and procedures.

Education

High School Diploma -

Henry J. Kaiser High School
Fontana, CA
05.2011

Skills

  • Proficient in platforms such as Patient Plus, Citrix workspace, Workday, Slack, Teams, Zendesk, Athena, DocuSign, Clinical Dash Board, Re-curly, Form-Dr and Google workspace
  • Proficient in platforms such as Patient Plus, Citrix workspace, Workday, Slack, Teams, Zendesk, Athena, DocuSign, Clinical Dash Board, Re-curly, Form-Dr and Google workspace
  • Appointment Scheduling
  • Client Education
  • Strong written and oral communication
  • Data Entry
  • Organization and Time Management
  • Clerical Duties
  • Problem Solving
  • Customer Service
  • Medical Terminology
  • Insurance Eligibility
  • Patient Intake
  • Standard Operating Procedure
  • Computer Literacy
  • Inbound and out-bound phone handling
  • HIPPA Compliance
  • Insurance Reimbursement
  • 4 years of remote work experience

Accomplishments

  • Collaborated with team of [Number] in the development of [Project name].
  • Achieved [Result] by completing [Task] with accuracy and efficiency.
  • Customer Relations - Earned highest marks for customer satisfaction, company-wide.

Timeline

Patient Support Specialist

Hello Alpha
12.2022 - 04.2023

Patient Service Representative

AmerisourceBergen
10.2017 - 11.2022

Benefits Verification Specialist

AmerisourceBergen
10.2016 - 02.2017

Customer Service Representative

Bank of America
09.2013 - 11.2015

High School Diploma -

Henry J. Kaiser High School

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SHEMARIAH SMITH