Professional Documents
Culture Documents
Customer Service Rep or Customer Support Rep or Customer Support
Customer Service Rep or Customer Support Rep or Customer Support
SMITH
58 Sleepy Creek Dr
Clayton, NC 27520
Cell: (404) 805-5184
E-Mail: js53ce8a@westpost.net
OBJECTIVE
To find a challenging and rewarding position that will utilize my technical and
healthcare experience and customer service skills.
CERTIFICATIONS/SKILLS
CompTIA A+ (5/22/08), CompTIA Network+ (7/29/09), Windows 9x/NT/2000/XP, Mac OS
X, MS Office Suite, AIX, HP-UX, AMASS, RightFAX, and Kofax Ascent Capture 5.0
PROFESSIONAL EXPERIENCE
CAREANYWARE, Cary, NC
Tier 1 Customer Support Specialist
March 2010 - May 2010
Respond to inbound calls, emails, and tickets from over 100 home health and hosp
ice clients in 26 states that have concerns with the supported software.
* Utilize the knowledge of other support specialists and available resources to
resolve customer's issue.
* Document the issue using a ticket system and either close the ticket or escala
te to Tier 2.
* Troubleshoot hardware and software related issues that may arise in the office
or in the field.
AFFILIATED COMPUTER SERVICES, Raleigh, NC
Tier 1 Technical Support Advisor
December 2009 - February 2010
Handle inbound calls from customers that have concerns with their Apple iPhone.
* Probe the customer with questions to determine the issue.
* Analyze the information obtained from the customer.
* Isolate and troubleshoot the issue the customer is experiencing to determine t
he best course of action.
* Utilize available resources to document and resolve the customer issue.
GWINNETT CLINIC, Lawrenceville, GA
Patient Accounts Manager
March 2004 - October 2009
Analyze the outstanding aging reports for all types of commercial insurance. Han
dle billing inquiries from patients via phone or in person.
* Follow-up with insurance carriers to ensure claims are being paid promptly and
rebill if necessary.
* Submit appeals on denials as necessary.
* Communicate with front-office staff at other Gwinnett Clinic locations to prov
ide guidance on billing policies and procedures and questions regarding patient
accounts.
* Manage all aspects the billing cycle with an average volume of $2,000,000 per
month.
* Provide application and desktop support for 200 users of Medical Manager softw
are.
* Post patient charges and schedule follow-up appointments using Medical Manager
software.
* Manage the front desk to include checking benefits and verifying referrals.
* Work directly with the owner to resolve billing and operational issues.
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JEFFREY D. SMITH
EDUCATION
Accounting Certificate, Kerr Business College, Augusta, GA
Business Administration, Georgia Perimeter College