Victoria Smith
Summary
Customer Service representative brings top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Organized and dedicated Administrative Assistant with proven track record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision-making skills to manage multiple, concurrent tasks. Self-motivated work ethic to perform effectively in independent or team environments.
Overview
10
10
years of professional experience
Work History
Medicaid Representative
Kaiser/Remote
Burbank, CA
11.2022 - Current
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Responded to customer calls and emails to answer questions about products and services.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
Medical Referral Specialist
Anthem Blue Cross/temporary / Remote
Billings
10.2022 - 01.2023
- Scheduled appointments with specialists on behalf of clients.
- Verified insurance benefits and eligibility for medical, Medicare procedures before referring clients.
- Coordinated with medical staff and patients to find cost-effective options for services.
- Built professional relationships with service providers.
- Obtained prior authorization for medica, Medicare procedures.
- Reduced wait times by prioritizing urgent referrals and coordinating appointments with appropriate specialists promptly.
- Coordinated seamless transitions between primary care providers and specialists by sharing relevant medical information promptly and securely.
- Communicated effectively with medical professionals at various levels within the organization to provide accurate information regarding patient needs and preferences during specialty consultations.
Specialize Service Representative
Concentra Healthcare
Santa Clarita, CA
08.2019 - 10.2020
- Maintained productivity and quality standards at all times.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Consistently demonstrated a strong work ethic, arriving punctually for shifts and maintaining focus on providing top-tier service throughout entire workday.
- Maintained comprehensive knowledge of company products and services, ensuring accurate information was relayed to customers at all times.
- Tailored communication methods based on individual client preferences, ensuring optimal engagement levels were maintained at all times.
Patient Service Scheduler
T2 Flex Force/Remote
Burbank, CA
10.2019 - 06.2020
- Enhanced patient satisfaction by efficiently scheduling appointments and managing cancellations or rescheduling requests.
- Streamlined the appointment booking process for improved patient experience and reduced wait times.
- Collaborated with medical staff to ensure timely and accurate communication of patient needs and appointment details.
- Reduced patient complaints by maintaining up-to-date records of patient information and appointment history.
- Ensured HIPAA compliance while handling sensitive patient data during scheduling activities.
- Verified insurance coverage and eligibility for medical services prior to scheduling appointments to prevent billing issues.
Lead UM Referral Coordinator
Medpoint Management
Woodland Hills, CA
10.2014 - 01.2017
- Served as a subject matter expert on insurance requirements for various providers'' networks, supporting the team''s ability to make informed decisions during the referral process.
- Monitored referral trends and identified areas for improvement, implementing changes as needed to optimize processes.
- Managed a team of referral coordinators, providing guidance and support for optimal performance and professional growth.
- Assisted with medical coding and billing tasks.
- Tracked records, filed documents and maintained communication between clients to manage office activities.
- Entered data, generated reports, and produced tracking documents.
- Maintained a high level of accuracy in referral documentation, ensuring smooth transitions between healthcare providers.
Education
High School Diploma -
Polytechnic High School
Sun Valley, CANo Degree - Medical Insurance Billing And Coding
CalRegional
Lancaster, CA05.2024
Skills
- Problem-solving skills
- Customer Support
- Data Entry
- Customer Service
- Verbal and written communication
- Resolving issues
- Customer service optimization
- Technical Support
- Quality Control
- Customer Relationship Management
- Documentation And Reporting
Timeline
Medicaid Representative
Kaiser/Remote
11.2022 - Current
Medical Referral Specialist
Anthem Blue Cross/temporary / Remote
10.2022 - 01.2023
Patient Service Scheduler
T2 Flex Force/Remote
10.2019 - 06.2020
Specialize Service Representative
Concentra Healthcare
08.2019 - 10.2020
Lead UM Referral Coordinator
Medpoint Management
10.2014 - 01.2017
High School Diploma -
Polytechnic High School
No Degree - Medical Insurance Billing And Coding
CalRegional