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
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
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
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
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
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
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