Customer Service Patient Care

Teona Smith

LPL Financial Insurance Consulting Associate

Concord, NC

Dedicated professional with demonstrated skills in customer service, sales, medical coding, medical billing, reimbursements, patient care, insurance verifications, sales, case management, underwriting. Experience in working with challenging environments to provide customer/ patient focused resolutions and feedback. Willing to take on any tasks or onset changes to support team and help the business to succeed.

Willing to relocate: Anywhere

Authorized to work in the US for any employer

Work Experience

Insurance Consultant Associate

LPL Financial - Fort Mill, SC

October 2021 to Present

Answering phone queue calls to aid advisors with their insurance inquiries. Completing quote request forms to aid team in creating illustrations. Managing inbox for insurance sales team and responding to inquires in a timely manner. Enter data into Salesforce to create and track sales opportunities. Senior Reimbursement Counselor

Amerisource Bergen (LASH) - Fort Mill, SC

February 2017 to October 2021

Responsible for various reimbursement functions, including but not limited to accurate and timely claim submission, claim status, collection activity, appeals, payment posting, and/or refunds, until accounts receivable issues are properly resolved.

Maintains frequent phone contact with provider representatives, third party customer service representatives, pharmacy staff, and case managers. Independently analyzes, reports, and communicates any reimbursement trends/delays (e.g. billing denials, claim denials, pricing errors, payments, etc.) Travel to sites to present program services and further build relationship with sites Patient Care Advocate

Express Scripts Work - Charlotte, NC

October 2014 to February 2017

Handle customer service inquires from members, providers physicians and internal and external clients related to pharmacy benefits.

Handle inbound and outbound member, physician calls Resolve mail order and claim issues and respond to members questions pertaining to benefits. Perform invoice processing

Outbound pre-screen Representative

Kelly Services/Allstate - Charlotte, NC

October 2013 to February 2015

Provided accurate appropriate information in response to customer inquiries. Demonstrated mastery of customer service call script within specified time. Trained staff on how to improve customer interactions Billing Coordinator

Diligent Billing Management - Charlotte, NC

March 2013 to October 2013

Perform daily transactions discrepancies for billing/invoice transactions Perform daily quality checks

Perform inventory management for clients

Perform monthly accounting audits

University of Pittsburgh

Referral Communication Coordinator/Operator

Coordinated emergent and non emergent medical services. Triage calls between physician to physician

Coordinated Life Flight - Pittsburgh, PA

March 2011 to March 2012

Triage calls between nurse to nurse patent admissions Coordinated Life Flight arrivals.

Insurance Investigator

Medix Staffing/ CVS Caremark - Pittsburgh, PA

May 2010 to March 2011

Insurance follow up for Forteo

Insurance verification

Contract position

Medical Coding Specialist

University of Pittsburgh - Pittsburgh, PA

October 2000 to February 2010

Assign ICD-9 codes to medical verified reports

Assign CPT codes to medical verified reports

Processed medical claims electronically.

Education

Bachelor Degree in Healthcare Management

Ashworth College - Charlotte, NC

January 2017 to August 2018

ICD-10 Transitional Certificate in Medical Billing & Coding Ashworth College - Charlotte, NC

April 2017 to December 2017

Associate Degree in Liberal Arts in General Studies Science Community College - Pittsburgh, PA

2006

Certification in Medical Coding Specialist

Community College of Allegheny County - Pittsburgh, PA August 1998 to August 1999

Skills

• billing (4 years)

• Coding (10+ years)

• customer service (10+ years)

• RECEPTIONIST (4 years)

• RETAIL SALES (2 years)

• reimbursement (4 years)

• Managed care (5 years)

• Microsoft Office (10+ years)

• ICD-10 Coding

• CPT Coding (10+ years)

• Medical Billing (10+ years)

• Medical Office Experience (10+ years)

• Healthcare Management

• Triage (2 years)

• Insurance Verification (5 years)

• Documentation review (10+ years)

• Teaching/ Training (4 years)

• Auditing (2 years)

• Underwriting (1 year)

• Hospital Experience (10+ years)

• HIPAA

• Medical Terminology (10+ years)

• Medical Scheduling (1 year)

• Medical Records (10+ years)

• Case Management (1 year)

• Customer service (7 years)

• Salesforce (4 years)

• Microsoft Teams (3 years)

• Analysis skills (2 years)

• Communication skills (10+ years)

• Microsoft Excel

• Leadership (2 years)

• CRM software (2 years)

• Sales (2 years)

• Insurance Sales

• Financial sales

• Financial services

• Senior care

• Conflict management

Awards

Certified Case Manager

August 2023

NCCM Designation award

NAILBA Case Manager Certification Program

Life/ Health Insurance Agent

Certifications and Licenses

Medical Billing and Coding

Present

Medical Coding certification (AMA)

Inpatient/Outpatient Medical Coder

ICD-10 certification

Life Insurance License

February 2023 to Present

In the process currently, preparing to take Health exam this month Life & Health Insurance License

Insurance Producer License

February 2023 to Present

Driver's License

Certified Case Manager

June 2023 to 2026

Life Insurance License

February 2023 to Present

Assessments

Work style: Reliability — Proficient

October 2023

Tendency to be reliable, dependable, and act with integrity at work Full results: Proficient

Project timeline management — Proficient

January 2021

Prioritizing and allocating time to effectively achieve project deliverables Full results: Proficient

Sales skills — Proficient

September 2023

Influencing and negotiating with customers

Full results: Proficient

Supervisory skills: Motivating & assessing employees — Proficient August 2021

Motivating others to achieve objectives and identifying improvements or corrective actions Full results: Proficient

Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.

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