JEFFREY D.

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.
PAGE TWO
JEFFREY D. SMITH

STONE MOUNTAIN NISSAN, Lilburn, GA

Sales and Leasing Consultant
October 2003 - March 2004
Interact with customers to help them with their automotive needs. Follow-up with
customers that did not purchase a vehicle by mailing a thank-you card and conta
cting periodically.
BLUECROSS BLUESHIELD OF GEORGIA, Atlanta, GA
July 1994 - September 2003
IT Programmer Analyst II (July 2000 - September 2003)
Imaging and Workflow Administration. Sole provider of application support for 3
00 users based in Atlanta and Columbus. Ensured the system was available during
normal business hours.
* Managed and administered security using HP-UX to protect integrity of the syst
em.
* Tested new programs for quality assurance process to insure proper functionali
ty.
* Acted as a liaison between the developers and business units for productivity
enhancements.
* Assumed Tier 2 on-call support of the imaging system to insure continuous work
flow.
* Provided training to contractors enabling them to work in Imaging and Workflow
system.
Associate Programmer Analyst (August 1998 - July 2000)
RACF Security Administration. Added and removed users on the system.
* Maintained Access 97 database for the department's 300 employees for auditing
purposes.
* Converted data from a third party to collect customer service evaluations.
* Provided workstation support for 150 desktop users and resolved issues promptl
y.
Senior Claims Processor (July 1994 - August 1998)
Responsible for the approval or denial of group health claims (medical, dental,
surgical and Medicare) while exceeding the standard production and quality level
s.
* Managed a team of 10 to solve common problems.
* Consistently earned bonuses through the Production Plus Program.
* Achieved ribbons and awards each month for surpassing the standard quality and
production levels.
* Worked on several special projects and was on a committee that revised the tra
ining manual.
* Administered technical assistance to ten employees, processed specialty claims
, and trained new employees.
* Volunteered for the imaging project which was to convert from a paper to paper
less system.

EDUCATION
Accounting Certificate, Kerr Business College, Augusta, GA
Business Administration, Georgia Perimeter College