Breanna Tashae Smith
Fayetteville
Summary
Experienced healthcare customer service representative specializing in insurance verification. Enhances member experiences through effective communication and conflict resolution. Navigates complex systems while upholding patient confidentiality and compliance, delivering timely solutions. Committed to problem-solving and ensuring customer satisfaction.
Overview
10
10
years of professional experience
Work History
Healthcare Customer Service Representative
TTEC
11.2024 - Current
- Assisted members as a frontline healthcare representative via inbound calls regarding insurance benefits, eligibility, claims, billing, and coverage options.
- Verified patient and member information while ensuring compliance with HIPAA regulations.
- Navigated multiple healthcare systems simultaneously to ensure accurate and timely resolutions for members
- Navigated multiple healthcare systems to provide accurate and timely resolutions.
- Educate members on healthcare plans, services, and available resources
- Educate members on healthcare plans, services, and available resources
- De-escalated sensitive or high-stress situations with empathy and professionalism to enhance member experience
- Documented interactions thoroughly to maintain continuity of care and facilitate effective follow-up
Customer experience specialist
US Bank
02.2023 - 08.2024
- Process and respond to customer inquiries using multiple systems providing professionalism and accuracy
- Educated customers on products and services, empowering them to make informed banking decisions
- Presented tailored options to customers, simplifying banking processes and improving their overall experience
- Assisted incoming calls, addressing customer questions and concerns about bank accounts to enhance customer satisfaction
- De-escalate dissatisfied customers, offering assistance and support
- Guide through troubleshooting steps using mobile app and bank website
Verification Specialist II
Cisive (Carco Group Inc)
12.2018 - 09.2022
- Verified employment dates and job titles through outbound calls to ensure accuracy of applicant information
- Verify education information provided by applicant
- Assessed applicant eligibility for hire based on client specifications to meet recruitment standards
- Perform background screenings for candidates
- Confirmed military employment records through official channels
- Maintain cases and update leads
- Finalized lead documentation to ensure compliance and maintain accurate records
- Utilize Microsoft word and excel
Technical Support Analyst
Eclerx LLC.
03.2018 - 12.2018
- Provided technical support for software and hardware issues to clients.
- Resolved cable, internet, and telephone issues for customers, enhancing their overall technical experience.
- Provided troubleshooting tips to customers, improving their technical experience and satisfaction.
- Collaborated with cross-functional teams to resolve complex technical problems.
- Documented customer interactions and technical solutions in support tickets.
Customer Service Representative
Sykes enterprise
05.2016 - 11.2016
- Greeted customers warmly, managed account cancellations and upgrades, informed on deals and promotions, and confirmed satisfaction at call's end.
- Resolved customer complaints efficiently over phone, ensuring customer satisfaction.
- Assisted customers with inquiries and resolved issues effectively.
- Handled high-volume calls while maintaining professionalism and empathy.
- Documented customer interactions in the database for accurate record-keeping.
Sales Associate
Charlotte Russe
11.2015 - 05.2016
- Assisted customers with product selection and provided exceptional service.
- Greeted customers, answered questions, and provided product information to enhance shopping experience.
- Maintained stocked selling floor and displayed merchandise to optimize customer engagement and support sales.
- Maintained store presentation and ensured merchandise was organized and appealing.
- Processed transactions accurately using point-of-sale system.
Education
High School Diploma -
Seventy-First High School
Fayetteville, NC06-2014
Some College (No Degree) - Pre-Nursing
Fayetteville State University
Fayetteville, NC03-2026
Skills
- Insurance verification
- Verification expertise
- Patient confidentiality
- Regulatory knowledge
- Customer service
- Proficient in cash management
- Microsoft Office
- Time management
- Very organized
- Creative problem solver
- Problem resolution
- Conflict de-escalation
- Effective communication
- Verbal communication
- Strong interpersonal skills
- Team-Oriented
- Quick learner
Timeline
Healthcare Customer Service Representative
TTEC
11.2024 - Current
Customer experience specialist
US Bank
02.2023 - 08.2024
Verification Specialist II
Cisive (Carco Group Inc)
12.2018 - 09.2022
Technical Support Analyst
Eclerx LLC.
03.2018 - 12.2018
Customer Service Representative
Sykes enterprise
05.2016 - 11.2016
Sales Associate
Charlotte Russe
11.2015 - 05.2016
High School Diploma -
Seventy-First High School
Some College (No Degree) - Pre-Nursing
Fayetteville State University