Customer Service & Call Center Representative

Tyronda Smith

**** ***** ***** *****, *********, MD 21213 443-***-**** **********@*****.***

Objective

To find a position that will challenge my knowledge and abilities, as well as be a learning conduit for enhancing my skills. Education

HIGH SCHOOL DIPLOMA JUNE 2006 EDMONDSON/WESTSIDE SKILL CENTER

· Major: General Education

· Minor: Cosmetology

· Skills: Microsoft Word, Excel, Powerpoint, Outlook, various scheduling programs.

· Typing Speed: 90 wpm

· Team Lead Cohort

· Epic trained

· Vista trained

· Various Virtual applications training

Experience

CUSTOMER EXPERIENCE REPRESENTATIVE SIGNATURE PERFORMANCE NOV 2022- AUG 2026

· Handle all administrative (non-clerical) aspects of the patient encounter.

· Assisting each and every customer to achieve applying for the program.

· Maintain accurate information on each customer.

· Offer friendly, courteous assistance to every customer to ensure that the customer has a positive professional experience.

· Regularly reviews customers file for appropriate paperwork, completeness and accuracy.

· Interview patients and/or family members via telephone

· Insurance verification

· Ensure that the patient information is received

· Approve 5050 fax line and urgent tasks

· Send emails to leads to assist with the migration of patients profile

·

CUSTOMER SERVICE REPRESENTATIVE BCBS JUNE 2023- NOV 2023

· Handle all administrative (non-clerical) aspects of the patient encounter.

· Assisting each and every customer to achieve applying for the program.

· Maintain accurate information on each customer.

· Offer friendly, courteous assistance to every customer to ensure that the customer has a positive professional experience.

· Regularly reviews customers file for appropriate paperwork, completeness and accuracy.

· Regularly reviews patient’s file for appropriate paperwork, completeness and accuracy. Able to scan documents and important information into patients chart CUSTOMER SERVICE REPRESENTATIVE ACCENTURE JUNE 2021- MAY 2023

· Handle all administrative (non-clerical) aspects of the patient encounter.

· Assisting each and every customer to achieve applying for the program.

· Maintain accurate information on each customer.

· Offer friendly, courteous assistance to every customer to ensure that the customer has a positive professional experience.

· Regularly reviews customers file for appropriate paperwork, completeness and accuracy. PATIENT ACCESS SPECIALIST CHESAPEAK UROLOGY NOVEMBER 2019 -MARCH 2021

· Handle all administrative (non-clerical) aspects of the patient encounter.

· Assisting each and every patient to achieve the Ideal Patient encounter.

· Maintain accurate information on each patient.

· Offer friendly, courteous assistance to every patient to ensure that the patient has a positive professional experience.

· Accurately and completely enter scheduling information into the system.

· Verify insurance

· Coordinate appropriate patient visits between various departments and hospital affiliates.

· Interview patients and/or family members via telephone.

· Regularly reviews patient’s file for appropriate paperwork, completeness and accuracy. Able to scan documents and important information into patients chart

· Make the patients upcoming appointments within the system PATIENT ACCESS SPECIALIST II JOHNS HOPKINS MEDICAL INSTITUTIONS JULY 2019– OCTOBER 2019

· Handle all administrative (non-clerical) aspects of the patient encounter.

· Assisting each and every patient to achieve the Ideal Patient encounter.

· Maintain accurate information on each patient.

· Offer friendly, courteous assistance to every patient to ensure that the patient has a positive professional experience.

· Accurately and completely enter scheduling information into the EPIC system.

· Verify insurance through EVS and other insurance entities.

· Coordinate appropriate patient visits between various departments and hospital affiliates.

· Interviews patients and/or family members via telephone.

· Regularly reviews patient’s file for appropriate paperwork, completeness and accuracy. Able to scan documents and important information into patients chart

· Make the patients upcoming appointments within the EPIC system CLINICAL SERVICE COORDINATOR I KENNEDY KRIEGER INSTITUTE APRIL 2019 – JUNE 2019

· Handle all administrative (non-clerical) aspects of the patient encounter.

· Assist each and every patient to achieve the Ideal Patient encounter.

· Maintain and update accurate information on each patient.

· Offer friendly, courteous assistance to ensure the patient has a positive experience.

· Accurately and completely enter scheduling information into Cerner 2019 and AS-400.

· Verify insurance through insurance entities.

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· Fluently in the billing process.

· Charge entry

· Able to scan documents and important information into the patients file

· Make upcoming appointments for audiology evaluations within scheduling system

· Add appointments into the provider schedule through outlook PATIENT SERVICE COORDINATOR III JOHNS HOPKINS HOSPITAL JANUARY 2016 – APRIL 2019

· Handle all administrative (non-clerical) aspects of the patient encounter.

· Assisting each and every patient to achieve the Ideal Patient encounter.

· Maintain accurate information on each patient.

· Offer friendly, courteous assistance to every patient to ensure that the patient has a positive professional experience.

· Accurately and completely enter scheduling information into the EPIC system.

· Verify insurance through EVS and other insurance entities.

· Coordinate appropriate patient visits between various departments and hospital affiliates.

· Interviews patients and/or family members via telephone.

· Regularly reviews patient’s file for appropriate paperwork, completeness and accuracy.

· Fluent in the billing process

· Able to scan documents and important information into patients chart

· Make the patients upcoming appointments within the EPIC system EMERGENCY SERVICE COORDINATOR JOHNS HOPKINS HOSPITAL FEBRUARY 2015 – JANUARY 2016

· Accurately and completely register patients and traumas through EPIC system for treatment in the adult emergency department.

· Scheduled appointments for After Care, Wilmer Eye, Cardiology and other medical or psychological departments on campus as well as affiliates.

· Greeted patients, comforted family and friends to assist in making their experience in the ER less traumatizing. MEDICINE STAFF SUPPORT ASSOCIATE JOHNS HOPKINS HOSPITAL JUNE 2014 – FEBRUARY 2015

· Provided excellent customer service to patients, family members and coworkers

· Responsible for transporting patients to other departments for medical or psychiatric care.

· Greeted patients, comforted family and friends to assist in making their stay in the hospital a less traumatic experience.

· Answered phones and directed callers to the appropriate personnel or departments.

· Cleaned patient room following strict infection control guidelines.

· Assist with patient care and any other duties assigned by the nursing staff. VARIOUS CUSTOMER SERVICE POSITIONS JULY 2005 – JUNE 2014

· Assistant/Scheduler/Secretary/Office Clerk/York Road Hair Clinic/July 2004 - June 2010 – Greeted clients, answered phones, set appointments, shampooed clients hair in preparation for the stylist, converse with clients about current events, etc.

· Linen Services Worker/Sinai Hospital/February 2008 – October 2008 – Sort dirty laundry, place laundry in washer then dryer, fold or iron as needed all patient care laundry.

· Environmental Associate/Johns Hopkin Hospital/June 2009 – August 2011 – Clean patient rooms to the standard set by JHH. This included wiping down all surfaces with appropriate cleaning supplies, clean bathrooms, mop floors, clean other areas of the unit as assigned by nursing staff. Interact with patients, family, and staff. Page 3

· Security Officer/Admiral Security/September 2011 – April 2012 – Secure premises, check locks on all vehicles, check ID’s of visitors and employees. Interact with all staff and visitors to assure that their safety concerns were addressed either by myself or my supervisors.

· Scanner/Data Entry Clerk/October 2012 – January 2013 – Scan hospital documents into the computer to make a cd for different insurance companies. Interacted with hospital as well as insurance personnel when problems arose to satisfy customers.

· Security Officer/Champion Security/February 2013 – July 2013 - Secure premises, check locks on all vehicles, check ID’s of visitors and employees. Interact with all staff and visitors to assure that their safety concerns were addressed either by myself or my supervisors.

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