Johnna Smith Email & Phone Number

Mountain Brook, Al, United States

Communicates with customers primarily through phone, e-mail, and chat, and utilize a variety of software tools to navigate policy or contract information, research and review products, and communicate effective solutions in a fast-paced environment.Also responsible for accurately documenting and resolving customers' requests for account information and updates. This individual understands the digital customer experience and teaches customers about easier and more efficient ways they can resolve future requests.Identifies and escalates opportunities to enhance the universal customer experience based on trends identified across multiple customer interactions.

Irondale, Al

Reviewing reports to establish baseline customer satisfaction levels. Contacting customers who have complained and work with them to resolve their issues. Promoting a positive work environment for employees and leading by example. Managing staffing levels for the customer service counter and other key areas. Ensuring associates are adequately trained and up to date on current procedures. Regularly interacting with both employees and customers, having mandatory interpersonal skills.

Birmingham, Alabama

Taking and making inbound calls, providing patients results, locating orders and medical records for patients prior to testing, scheduling appointments, performing add on tests to labs, researching, providing excellent customer service, assisting ordering physicians with obtaining the correct test codes, reviewing diagnosis and procedure codes, advising what tubes are needed to draw specimens and also providing detailed instructions on how specimens should be collected, stored, expiration, and provided patients with instructions prior to testing.

Birmingham, Alabama

Researched patient account to correct errors, rectified omissions and ensured the timely processing of claims, verifying that the correct ICD-10 and CPT codes were used on claims, collaborated with providers, reviewed medical records and orders to ensure that they contain accurate documentation and information, located and sent medical records to carriers to resolve claims that rejected because records were needed, ensuring that all patient accounts have been reconciled and that all refunds or credits have been issued to the proper account, interoffice personnel, and all insurance providers to resolve all patient account issues, logged and processed all provider checks to ensure that all doctors were paid in a timely manner, obtained pre-authorizations, data entry, and processed claims.

Hoover, Al

Analyzed claims to determine proper payment and make approval or denial decisions in accordance with the subscriber's policy provisions. Obtained and verified preauthorization on claims. Collaboratedwith providers, interoffice personnel or other BCBS plans, on inquiries received, to correct errors,rectify omissions and ensure the timely processing of claims. Experience using medical terminologydaily. Consistently resolved prior claims processing errors by completing refunds and adjustments of claims according to contract and plan benefits resulting in efficient, timely and courteous service to the company's internal and external customers. Identified missing or miscoded information by utilizinginteroffice communication and telephone development. Resolved complex claims-processing issues.

Hoover, Al

Received inbound telephone calls from Mass Media advertising/lead generation. Sold all productsand services offered by AT&T in a bargained environment. Effectively sold products and servicesthat met the customer’s needs through the use of rapport building, analytical inquiry, and effective recommendation. Processed sales transactions using provisioning systems and followed set processes and procedures. Assisted with troubleshooting issues and escalated unresolved issues to the proper areas. Consistently met and exceeded key performance measures set by call center and management team. Maintained a superior quality rating of 99%, exceeding both the department and the call center goals. Developed multiple sales strategies to assist team members in meetings and training sessions resulting in increased revenue. Received Awards and Recognition for top performance and customer service.

Birmingham, Alabama

Conducted consumer and business banking transaction with absolute attention to detail. Trained employees in customer service and banking procedures. Examined teller reports of daily transactions for accuracy. Consolidated and balanced daily transactions, using adding machine and computer. Monitored and reviewed​security procedures. Researched unidentified account transaction and made necessary adjustments. Assisted tellers with resolving difficult or complex problems. Provided basic leadership and guidance. Conducted quarterly branch audits under dual control to ensure that branch operations were in compliance with local, state and federal laws.​Outcomes.Consistently resolved banking transaction errors by researching daily transactions, accounts, and activities. Resolved complex financial issues while remaining in compliance with the bank’s policies and procedures. Provided customers with options to reach their short and long term financial goals resulting in customer retention and branch growth. Monitored and enforced all branch security policies and procedures resulting in branch operations meeting compliance requirements and confidential records being maintained and handled in accordance with guidelines. Coached staff on how to effectively sell to the customer’s needs. This training helped tellers in exceeding the weekly branch referral goals resulting in increased service opportunities with customers.

Birmingham, Alabama

Supervised and trained branch employees. Managed and controlled branch cash flow and conducted banking transactions as needed. Maintained branch security and safety standards. Documented and resolved customer service issues. Completed weekly branch audits. Monitored and reported branch financial performance. Ensured that all loans were in compliance with company regulations as well as local, state, and federal laws.Outcomes: Lead in collection efforts on delinquent loans. Provided customers short term financial solutions with flexible repayment options resulting in the branch exceeding net profit goals. Trained and developed employees, teaching them how to provide exceptional customer service while remaining in compliance with all policies and procedures. Managed multiple locations and provided them with techniques to assist in collection growth. Performed various HR functions such as interviewing candidates for employment, verifying and submitting all new hire information, conducting new hire orientation, providing access to systems upon hire, and monitoring and approving employee electronic timecards.