Healthcare Customer Support Agent

LAVERN SMITH

North Palm Beach, FL 347-***-****

**********@*****.***

Professional customer service, administrative and technical support specialist with over 5 years of experience in a healthcare environment, providing high-level support to clinicians and cross-functional teams. Proven track record in delivering exceptional internal and external customer service, data accuracy, and resolving technical issues. Great verbal and written communication, strategic planning, process optimization and team leadership. Detailed oriented with enthusiasm, exemplary work ethic, time management, and analytical skills. Adept at streamlining administrative operations to enhance overall productivity to achieve organization’s goals and objectives. CORE COMPETENCE

Customer Service Communication Confidentiality Problem Solving Critical & Analytical Thinking Interpersonal Skills Team Lead, Work Ethic Adaptability Dependability Attention to Details Organizational Behavior

& Leadership Data Accuracy Process Optimization Time Management Emotional Intelligence PROFESSIONAL EXPERIENCE

Freelance Virtual Admin Assistant Apr 2024 – Present

Scheduling meetings and appointments, calendar and email management.

Data and file management, event planning, collaborating with conference organizers to book speakers for events. Jenkins Neurospine – New York, NY 2019 – 2024

Senior Admin Assistant

Enhanced customer satisfaction ratings from 60% to 90% by promptly addressing customers’ complaints.

Scheduled appointments, managed doctor’s calendar, and coordinated patient flow,

Organized and maintained medical records electronically, processed medical and insurance verification, and ensured patient confidentiality and data accuracy in the healthcare system.

Maintained compliance and adherence to HIPAA regulation.

Implemented process management policies to increase productivity and staff efficiency by 40%.

Managed office supplies requisitions and deliveries, and processed accounts receivable and payable.

Trained new team members. Resolved technical issues. Generated monthly and quarterly reports. Queens Hospital Center - Queens, NY 2014 – 2019

Desktop Support Technician/Epic Software Tester

Collaborated with the EPIC project team to launch the EPIC EHR software in multiple NYC hospitals.

Established efficient workflow tasks by enabling staff access and sharing electronic medical records with authorized users.

Provided on-the-job training. Monitored and resolved software problems remotely in the City Hospitals using ServiceNow and TeamViewer. Increased productivity and overall efficiency.

Data Management for accuracy, and conformity with organizational policies and procedures.

Partnered with the networking team to resolve connectivity issues for LAN/WAN topologies, DHCP, DNS, TCP/IP, VPN access and created and managed user accounts in Active Directory.

Resolved technical issues that impact the performance of hardware and software in a timely manner.

Developed internal knowledge database. Supervised help desk associates and assigned duties. LAVERN SMITH

North Palm Beach, FL 347-***-****

**********@*****.***

EDUCATION

Monroe College New Rochelle, NY

Bachelor of Arts (BA) in Computer Information Systems CERTIFICATIONS

Help Desk Manager

Help Desk Analyst

TECHNICAL SKILLS

Operating Systems: Windows 10/11, MacOS, Linux/Unix

Software: Microsoft Office 365: (Word, Excel, PowerPoint, Outlook, Teams), Google Workspace, TeamViewer, ServiceNow, EPIC, SharePoint, Tableau, Salesforce

Hardware: Network printers, computers, laptops, scanners

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