Lathisa Smokes_

980-***-****

***** **** **** *****

Charlotte, NC 28269

ad4k12@r.postjobfree.com

OBJECTIVE:

Outgoing and customer-oriented Patient Access Representative that believes strongly in good customer service delivery, with superior interpersonal and oral communication abilities. Seeking a career as a customer representative where I can use my exceptional interpersonal and communication skills to resolve customer issues and promote a positive relationship between the customers and the company. I have solid knowledge of Word, Outlook and Excel, and excellent verbal communication skills will be utilized in providing support and assistance to service staff and customers.

Skills:

10 years plus experience in the healthcare industry: hospitals, rehab clinics, nursing homes, and in-home care to include:

• Creativity &Critical Thinking.

• Problem Solving and Decision Making.

• Public Speaking.

• Teamwork and Collaboration skills

• Communication and Active Listening.

• Adaptability.

• Conflict Resolution and Empathy.

• Time Management.

Professional Experience

AmerisourceBergen, Benefit Verification Specialist/Medical Reimbursement Specialist, Charlotte, NC July 2019 to Current Verifying patient

insurance benefit information

Verifies patient specific benefits and precisely documents specifics for various payer plans including patient coverage, cost share, and

access/provider options

Inbound phone queue, completing enrollment activities, answering basic inquiries, coordinating access to therapies Assisting patients and providers with completing and submitting all necessary documentation for reimbursement program applications (Copay,

Patient Assistance Program, Medicaid)

Exercises judgment within defined standard operating procedures to determine appropriate action SPECTRUM, Charlotte, North Carolina

Billing Specialist, Aug 2017– June 2019

Actively and consistently support all efforts to simplify and enhance the customer experience. Effectively present and discuss Charter

products and services.Convey an image of quality, integrity and superior understanding regarding services.Manage customer interactions

professionally and efficiently.Effectively address customer questions, complaints and concerns.Remain current and knowledgeable on

every aspect of supported product.Facilitate customer issue escalations to local management/support as required.Comply with company

and call center policies and procedures.Accurately document customer account records based on actions taken.Fulfill work schedules as

required.Participate in quality coaching sessions to ensure interactions with customers are efficient and effective.Keep supervisor

informed of any work-related concerns.Perform other duties as assigned. United HealthCare (AARP), Customer Service Representative, Charlotte, NC, March 2015 to July 2017 Consult with customers on health-related products and services to provide the best solutions for their health and financial well-being

Respond to customer inquiries with compassion and active listening and select the best solution in an efficient manner

Identify additional needs customers may have and help them to upgrade products or services Optum HealthCare (CVS Caremark), Pharmacy Help Desk, Concord, NC, September 2013 to March 2015 Answer 50-70 incoming phone calls per day from customers and identify the type of assistance the customer needs Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer

systems

Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to

resolve escalated issues

Carolinas HealthCare System (Unit Secretary), NC, February 2011 to March 2013 Administrative responsibilities, such as answering phones, making copies, scheduling appointments, and maintaining supplies

Admit patients, administer, and maintain patient records, breakdown medical charts for record keeping and coordinate billing

Communicate with the clinical staff to ensure all appropriate patient information is gathered EDUCATION

Corcoran High School, Syracuse, NY

High School Diploma, Jun 2002

PROFESSIONAL DEVELOPMENT

On the job mentoring of new employees:

Teaching new employees, the job duties as well as making sure they have the supplies and skills needed to do the job appropriately

Keeping in contact with the new employees to ensure the transition into the new position is going well, as well as encourage and support the

Process

Record observations and submit monthly reports to the coordinator Professional Learning Completed

Records and Information Management training completed in 04/2019 Specialty Pharmaceutical Distribution Training completed 04/2019 Prescription Validation Training completed 01/2017 Mentoring Training completed 06/2020

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