Customer Service Representative

Scott B. Smith

Charlotte, NC ***** ad5pxf@r.postjobfree.com

704-***-**** linkedin.com/in/scott-smith-01566022/

Customer Service Representative

Customer service representative with extensive experience for companies in the healthcare, manufacturing, insurance, and subscription industries. Expertise in customer service, customer support, benefits administration, and call centers. Provides wide-ranging and exceptional service to patients, caregivers and providers, benefits enrollment and payroll administration for internal employees, and high-volume, inbound call handling, routing, and scheduling. Training new hires on incoming processes and procedures.

Areas of Expertise

Customer service Customer support Benefits administration Call center New Hire Training Adobe Photoshop MS Project Visio MS Office Lotus ConnectNow Salesforce Workforce Management Skype Avaya Communicator HCM Kronos AT&T Route-It Machine Operation Production Experience Forklift Operation Material Handling Micrometer Dial Indicator Depth Gauges Drill Press CNC Operation

Professional Experience

Lash Group, Ft Mill, SC. Charlotte, NC 11/2014-05/2023

Patient Access Consultant (05/2015-05/2023)

Handled all reimbursement activities, claim submissions, claim statuses, appeals, patient, and copay assistance. Effectively resolve complex accounts.

Analyze, report, and resolve reimbursement trends or delays including, billing denials, claim denials, pricing errors and payments.

Collaborate with manufacturer representatives on payer profiles and reimbursement trends.

Coordinate services with field reimbursement teams and sales representatives.

Field questions from program representatives and specialists.

Handle initial customer escalations.

Provide training and support to team associates.

Verify transactions and processes comply with organizational and departmental policies and procedures and suggest changes or alternate solutions, as appropriate.

Patient Access Specialist (11/2014-5/2015)

Provided advanced services to patients, providers and caregivers including billing and coding support, claims and prior authorization assistance and tracking, and coordination of benefits.

Assisted customers with completion of enrollment, for copay program, per company guidelines.

Provided exceptional customer service to internal and external customers, resolving requests in a timely and accurate manner and escalating complaints as needed.

Maintained confidentiality regarding all patient sensitive information.

Applied company policies and procedures to resolve a variety of issues.

AlphaGary, Pineville, NC 03/2014-11/2014

Machine Operator

Blender operator. Retrieved raw materials based on batch paperwork.

Combined ingredients including, resins, chemicals, and oils in blender, with attention to proper weights.

Scott B. Smith Page 2

Additional Experience

Barrday, Charlotte, NC

Inspector

Ran inspection table. Visually inspected specialty fabrics for defects according to SOP’s.

Flagged defects and consulted with Quality department, for extreme cases, to determine if product was acceptable or scrap.

Packaged inspected fabric and prepared it for shipping.

Lash Group, Charlotte, NC

Benefits Investigator

Verified insurance coverage for specialty drug.

Handled outbound contact with insurance carriers to verify benefits and eligibility on behalf of providers.

AON/Hewitt, Charlotte, NC

CSR

HR representative assisting internal employees with completion of open enrollment.

Provided details regarding changes in benefits, cost difference from previous year pricing, and answered benefit questions.

Blum, Stanley, NC

Material Handler

Replenished materials for machine operators to maintain proper levels.

Retrieved orders using various types of forklifts. Performed minor machine maintenance.

Muzak, Fort Mill, SC

Scheduling Coordinator II

Scheduled timely installations for audio and video systems for clients throughout the U.S.

Coordinated daily schedules of service and install technicians, to best utilize manpower and resources, and ensure deadlines were met.

ANC Corporation, Goose Creek, SC

Payroll Administrator

Verified daily timecards in KRONOS timekeeping system with TCS 5 support.

Updated paid time off balances in PeopleSoft.

Confirmed check register, on a weekly basis, ensuring accurate distribution of paychecks.

Call Router/Site Coordinator

Routed incoming calls, to maintain an even call volume to agent ratio, between STAR Reservation call centers.

Communicated daily call volume performance levels to upper management.

Monitored and recorded attendance exceptions in central database and provided absenteeism information to central operations.

Education and Professional Development

Rasmussen College

Associate of Science (AS), Network System Administration (in progress).

Contact this candidate