CHRISTINA SMITH
Charlotte
Summary
Experienced customer service and healthcare support professional with over 20 years in building client relationships and resolving concerns in dynamic environments. Expertise in communication, care coordination, scheduling, and problem-solving enhances customer engagement across healthcare and service sectors. Committed to fostering positive interactions, leading teams, and pursuing growth in management roles.
Overview
9
9
years of professional experience
Work History
Behavioral Health Referral Coordinator
Atrium Health
Charlotte
12.2023 - Current
- Assess calls for crisis and suicidal ideation (SI) concerns and coordinate immediate support through crisis intervention teams.
- Coordinate behavioral health referrals and schedule appointments based on patient needs, insurance coverage, provider availability, and location preferences.
- Connected patients with community resources, including psychiatrists, therapists, addiction recovery services, and testing facilities, enhancing access to needed care.
- Build trust with patients through active listening, empathy, and personalized care coordination.
- Collaborated with internal departments and external providers to ensure seamless patient experiences and continuity of care, strengthening overall service delivery.
- Managed high-volume inbound and outbound calls, delivering compassionate, professional customer support that improved patient satisfaction in a fast-paced call center environment.
Assistant Manager
The Little Gym of Charlotte
Charlotte
06.2022 - 12.2023
- Facilitated client communication on scheduling, program updates, and concerns via phone, email, and text, enhancing client satisfaction.
- Drove enrollment growth by implementing customer engagement and relationship-building initiatives, fostering a supportive community.
- Coordinated day-to-day operations while delivering high-level customer service support to families and students, ensuring smooth program delivery.
- Conducted personnel evaluations and supported staff development to maintain quality instruction and team performance.
- Created and evaluated lesson plans to support engaging, student-centered learning experiences.
Emergency Room Clerk
Kaiser Permanente
San Jose
10.2019 - 05.2021
- Managed patient registration, intake, insurance verification, and demographic documentation to ensure smooth patient flow in fast-paced emergency room.
- Coordinated communication between patients, physicians, nurses, and office staff to support efficient care delivery.
- Handled high-volume calls and administrative requests, demonstrating professionalism and composure under pressure.
- Maintained accurate patient records and streamlined billing and administrative processes to support efficient operations.
- Utilized multiple computer systems and applications to support daily emergency room operations.
Teleservice Representative
Kaiser Permanente
San Jose
06.2018 - 10.2019
- Provided exceptional customer service to Northern California members, contributing to high satisfaction rates and member retention.
- Resolved customer concerns and reduced escalations through active listening and effective problem-solving.
- Facilitated appointment scheduling, addressed healthcare inquiries, and routed calls to clinical staff, enhancing member access to services.
- Provided information regarding clinical services, healthcare operations, and patient resources.
- Supported call center performance initiatives while maintaining organizational standards and professionalism.
Emergency Room Clerk (On-Call)
Kaiser Permanente
San Jose
10.2017 - 06.2018
- Supported emergency room operations through patient intake, payment collection, and insurance verification.
- Escalated urgent patient concerns to nursing staff for timely resolution.
- Processed patient documentation and medical forms ensuring accuracy and compliance.
- Collaborated with healthcare teams to enhance patient experience and satisfaction.
Education
Clinical Medical Assistant Certificate -
San Francisco State University
San Francisco, CASkills
- Behavioral Health Support
- Crisis Intervention
- Crisis Escalation Support
- Case Management
- Patient & Client Coordination
- Appointment Scheduling
- Conflict Resolution
- Customer Service Excellence
- Team Collaboration
- Administrative Support
- Verbal & Written Communication
- Multitasking
- Problem Solving
- Adaptability
- Relationship Building
Timeline
Behavioral Health Referral Coordinator
Atrium Health
12.2023 - Current
Assistant Manager
The Little Gym of Charlotte
06.2022 - 12.2023
Emergency Room Clerk
Kaiser Permanente
10.2019 - 05.2021
Teleservice Representative
Kaiser Permanente
06.2018 - 10.2019
Emergency Room Clerk (On-Call)
Kaiser Permanente
10.2017 - 06.2018
Clinical Medical Assistant Certificate -
San Francisco State University