Stephan Smith
Tampa,FL
Summary
Effective Customer Service and Support Professional with over 20 years of experience assisting customers using active listening and customer needs assessment to offer targeted solutions. Consistently friendly and professional when handling diverse customer needs in high-volume call center environments. Smoothly manage workflow and optimize team strengths to meet service quotas.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Patient Resolution Specialist
Med-Metrix LLC (Formerly HBCS Revenue Cycle)
Parsippany, NJ
08.2024 - Current
- Answer billing calls, questions and concerns from patients and third party carriers.
- Processed refund requests and reconciled deposit and patient collections.
- Forwarded information to Medicare, Medicaid and commercial insurance companies.
- Processed invoice payments and recorded information in account database.
- Executed account updates and noted account information in company data systems.
- Enforced compliance with organizational policies and federal requirements regarding confidentiality.
- Computed discounts and payment arrangements for patient balances.
Patient Resolution Specialist
HBCS Revenue Cycle
New Castle, Delaware
06.2023 - 08.2024
- Answered billing calls, questions and concerns from patients and third party carriers.
- Processed refund requests and reconciled deposit and patient collections.
- Forwarded information to Medicare, Medicaid and commercial insurance companies.
- Processed invoice payments and recorded information in the account database.
- Executed account updates and noted account information in company data systems.
- Enforced compliance with organizational policies and federal requirements regarding confidentiality.
- Computed discounts and payment arrangements for patient balances.
Premier Customer Service Representative
Horace Mann Insurance
Tampa, FL
10.2022 - 12.2022
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Life Client Service Representative
New York Life Insurance Co
Tampa, FL
04.2022 - 07.2022
- Built sustainable client relationships built on trust by applying excellent communication and interpersonal skills.
- Managed and updated physical and digital client account information to keep records accurate and current.
- Delivered high level of service to clients to both maintain and extend relationships for future business opportunities.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Supported clients by handling service requests, answering questions and acting as consistent resource.
Care Coordinator
Logistics Health Incorporated
Tampa, FL
09.2020 - 08.2021
- Handle intake calls that involve gathering information to prepare Tricare Beneficiaries for triage with a Registered Nurse concerning emergent issues requiring attention within 24 hours.
- Provide Tricare Beneficiaries with resource information including phone numbers, addresses and hours of operation for local Covid 19 testing locations, as well as appointing to Military Treatment Facilities, Urgent Care Clinics and Emergency Rooms as recommended by a Registered Nurse.
Associate, Ancillary Worker's Comp & Auto No-Fault
Optum Services
Tampa, FL
01.2019 - 11.2019
- Worker's Comp and Auto No-Fault Assisted in a very high volume of referrals for durable medical equipment, orthotics, prosthetics, medical supplies and more for workers'comp and to a lesser extent, auto policy claimants.
- Obtained authorization from the insurance carrier and processed purchase orders for the dispensing vendors.
- Followed up with all parties involved through various stages up until delivery and/or the return of rental equipment.
Technical Support Specialist
Computer Generated Solutions Inc
Tampa, Fl
05.2014 - 03.2016
- Received inbound phone calls from customers to provide first-level support and remotely troubleshoot issues with service, equipment or customer accounts.
- Updated software versions with patches and new installations to close security loopholes and protect users.
- Leveraged tools, resources and company procedures to address and diagnose problems.
- Multitasked across systems and applications and resolved broad range of technical issues.
Customer Service Representative
David A Straz Jr
Center for the Performing Arts
Tampa, FL
06.2007 - 05.2014
- Evaluated customer account information to assess current issues and determine potential solutions.
- Assessed customer needs and upsold products and services to maximize ticket sales and donations.
- Assisted approximately 40-70 customers each day with show, venue and ticket pricing questions.
- Informed customers about billing procedures, processed payments and provided payment assistance.
Education
Certification - Computer Repair And Networking
Erwin Technical Center
Tampa, FLHigh School Diploma -
Chamberlain High School
Tampa, FLSome College (No Degree) - Business Administration
Hillsborough Community College
Tampa, FLSkills
- Exceptional telephone etiquette
- Troubleshooting and Diagnosing
- Call center experience
- Windows XP/Vista/7/10
- Customer service
- Technical Instruction
- Service desk support
- Adaptive team player
- Credit card payment processing
- Problem-solving abilities
- Inbound and outbound calling
- Microsoft Office expertise
Certification
CompTIA A+ Certification, CompTIA Network+ Certification, Microsoft Certified Technology Specialist.
Timeline
Patient Resolution Specialist
Med-Metrix LLC (Formerly HBCS Revenue Cycle)
08.2024 - Current
Patient Resolution Specialist
HBCS Revenue Cycle
06.2023 - 08.2024
Premier Customer Service Representative
Horace Mann Insurance
10.2022 - 12.2022
Life Client Service Representative
New York Life Insurance Co
04.2022 - 07.2022
Care Coordinator
Logistics Health Incorporated
09.2020 - 08.2021
Associate, Ancillary Worker's Comp & Auto No-Fault
Optum Services
01.2019 - 11.2019
Technical Support Specialist
Computer Generated Solutions Inc
05.2014 - 03.2016
Customer Service Representative
David A Straz Jr
Center for the Performing Arts
06.2007 - 05.2014
Certification - Computer Repair And Networking
Erwin Technical Center
High School Diploma -
Chamberlain High School
Some College (No Degree) - Business Administration
Hillsborough Community College