Charlene Harris Smith
Metairie
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
19
19
years of professional experience
Work History
Customer Service Agent/ WFH
Sutter Health
10.2023 - Current
- Call Center Answer 50-80 calls daily
- Requests for new patient registration
- Scheduling appointments
- Prescription Refills
- Requests to submit payments
- Answering medical billing/insurance inquiries
Customer Service Associate/WFH
Foundever
03.2023 - 10.2023
- Answer inbound calls 60-100 daily
- Assist customers in filing insurance claim
- Reviewing insurance policy with clients
- Answer any question regarding insurance claims and coverage.
Medical Sales Rep/Medical Nutrition Coordinator
Lincare Inc
09.2016 - 03.2023
- Obtaining a predetermined number of referrals and setups from referral sources per month
- Performs patient education
- Performs complete and professional patient assessments
- Providing marketing information to management as requested
- Maintaining relationships with referral sources in the medical community
- Conducting in-services to educating clients and patients on the use and application of medical equipment
Patient Access Representative
Ochsner Health System
08.2015 - 12.2017
- Ensure the financial security of accounts for Ochsner patients
- Assumes responsibility for advising a patient of their financial responsibility as it pertains to self-pay patients
- Interview self-pay patient referrals, complete and submit the Medicaid application, update the various systems with the status of the case, follow up with the patient or the state on the status of the case, and follow up on the billing status of the case
- Directly supports the business office by assisting with the reduction of bad debt
- Ensures that updates to accounts are accurate and completed in a timely manner
- Exhibits knowledge of EPIC and Signature systems
Patient Service Representative
TriWest Healthcare Alliance
01.2016 - 04.2016
- Understanding of procedures and processes of the VA program
- Key-entered data into the TriWest medical management system
- Scheduled appointments for Veterans using the medical management appointing function for specialty care in the provider network in accordance with VA guidelines and TriWest desk procedures
- Contacted network providers to schedule, reschedule or cancel Veterans’ appointments
- Information and assistance included providing details about referrals, authorizations, and the location and use of network providers and when necessary redirect to the VA for further healthcare services
- Tracked, received, reviewed medical information for completeness in accordance with VA and TriWest requirements
- Entered medical documentation into the medical management system
- Coordinated complete resolution of service issues by interfacing with the TriWest Complaints & Grievance Specialist and other departments
Insurance Biller
Healthcare Financial Assistance
10.2014 - 08.2015
- Responsible for collecting, posting and managing account payments
- Submitted claims and followed up with insurance companies
- Answered questions from patients, clerical staff and insurance companies
- Identified and resolved patient billing complaints
- Evaluated patient’s financial status and established budget payment plans
- Processed payments from insurance companies and prepared a daily deposit
- Knowledge of Medicare, Medicaid, disability insurance, worker’s compensation insurance, Tricare and Champva
- Coordination of Benefits and reimbursement
- Computer application includes, Microsoft Word, Excel, WordPerfect and Windows
- Registration, referral, pre-Authorization, appointment scheduling, cash collections/co-pays, and receipts generation
Revenue Cycle Representative III
Ochsner Medical Center
07.2006 - 08.2014
- Responsible for providing overall support to one of the following areas with Revenue Cycle: Pre-Service, ED registration, financial counseling, call center, billing, collections/follow-up, self-pay, credentialing, denials
- Ensured the financial security of Ochsner patient accounts by carrying out one of the following functions: verifying benefits, obtaining authorizations, billing or collecting, resolving denied claims, financial counseling, credentialing, or registering patients
Financial Customer Service Specialist
Ochsner Medical Center
09.2011 - 07.2012
- Worked directly with insurance companies to verify insurance coverage, benefits and obtains authorization for services scheduled with one of the Ochsner employed physicians in any of the Ochsner facilities
- Worked with patient to collect, or arrange for collection of patient's out of pocket responsibility prior to scheduled service being rendered
- Worked collaboratively with Financial Services Coordinators when payment could not be collected prior to services
Radiation Business Coordinator
Ochsner Medical Center
04.2010 - 09.2011
- Verified demographics, insurance coverage, and screened patients for outpatient procedures
- Registered patients in the hospital billing system
- Input patient services/charges into the hospital billing system
- Supported Radiation Oncology through patient appointment scheduling, coordinating patient treatment needs and insurance coverage with therapist' schedule
- Provided care based on physical, psycho/social, educational, safety and related criteria, appropriate to the ages of patients served in assigned area
Scheduling Specialist – Radiation Oncology Department
Ochsner Medical Center
08.2009 - 04.2010
- Assisted in the delivery of the highest quality healthcare to patients in the Radiation Oncology Department
- Meet, greet and communicated with patients (Varian Aria Time Planner Check-In system for daily Treatment), visitors and employees, referring them to appropriate staff members
- Registered patients and updated demographics and insurance information when necessary
- Determined and collected necessary payments via cash, check or credit card and generated receipts
- Reconciled cash drawer on daily basis
- Scheduled patient appointments (Krewe) and diagnostic procedures for physicians and nursing staff
Scheduling Coordinator
Ochsner Medical Center
08.2007 - 08.2009
- Scheduled patient appointments
Patient Services Representative
Ochsner Medical Center
07.2006 - 08.2007
- Handled inbound/outbound calls
Education
High School Diploma -
Joseph S. Clark High School
New Orleans, LACertificate - Medical Billing, Coding and Insurance
Bryman Medical Technical Institute
New Orleans, LATimeline
Customer Service Agent/ WFH
Sutter Health
10.2023 - Current
Customer Service Associate/WFH
Foundever
03.2023 - 10.2023
Medical Sales Rep/Medical Nutrition Coordinator
Lincare Inc
09.2016 - 03.2023
Patient Service Representative
TriWest Healthcare Alliance
01.2016 - 04.2016
Patient Access Representative
Ochsner Health System
08.2015 - 12.2017
Insurance Biller
Healthcare Financial Assistance
10.2014 - 08.2015
Financial Customer Service Specialist
Ochsner Medical Center
09.2011 - 07.2012
Radiation Business Coordinator
Ochsner Medical Center
04.2010 - 09.2011
Scheduling Specialist – Radiation Oncology Department
Ochsner Medical Center
08.2009 - 04.2010
Scheduling Coordinator
Ochsner Medical Center
08.2007 - 08.2009
Revenue Cycle Representative III
Ochsner Medical Center
07.2006 - 08.2014
Patient Services Representative
Ochsner Medical Center
07.2006 - 08.2007
High School Diploma -
Joseph S. Clark High School
Certificate - Medical Billing, Coding and Insurance
Bryman Medical Technical Institute