Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Marquistan Smith

Chicago

Summary

Dedicated Customer Service and Patient Support Specialist with 9+ years of experience in high-volume environments, including frontline healthcare access and contact center operations. Skilled in assisting patients with appointments, billing, prescriptions, and insurance navigation while ensuring HIPAA compliance and compassionate service. Proficient in Epic EMR, Salesforce, and other CRM platforms, with proven success in reducing call resolution times, improving patient satisfaction, and supporting cross-functional clinical teams. Recognized for adaptability, conflict resolution, and guiding patients through complex healthcare processes with empathy and accuracy.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Contact Center Service Associate

CVS Health
07.2015 - Current
  • Provide remote support to Oak Street Health patients, addressing inquiries regarding appointments, billing, prescriptions, and insurance benefits.
  • Utilize CRM and EMR systems to document, research, and resolve patient concerns accurately and efficiently while maintaining HIPAA compliance.
  • Assist patients with care coordination, prescription refills, and benefit navigation, ensuring a seamless healthcare experience.
  • Manage high-volume inbound calls professionally and empathetically, consistently meeting quality assurance, productivity, and satisfaction goals.
  • De-escalate challenging situations through patience, active listening, and problem-solving to ensure positive outcomes.

Patient Access Representative

Erie Family Health Center
02.2025 - 05.2025
  • Delivered front-line service to diverse patient populations; consistently met daily productivity metrics using Epic EMR.
  • Verified insurance and financial eligibility, improving claims success rates.
  • Resolved registration and appointment issues, increasing patient satisfaction and reducing missed appointments.
  • Collaborated cross-functionally with medical and administrative teams to support seamless patient experiences.

Customer Service Representative

Evolent
11.2019 - 01.2025
  • Handled 75+ daily Medicaid member and provider calls, resolving complex issues within service-level targets.
  • Reduced average handling time by 20% through process improvements and automation recommendations.
  • Participated in AI-chatbot content improvement projects based on call trends and member feedback.
  • Trained and mentored new hires; contributed to training materials and process documentation.

Account Manager / Inside Sales

Telecom Brokers Inc.
10.2018 - 08.2019
  • Managed end-to-end client interactions, ensuring account growth and customer retention.
  • Utilized Salesforce CRM to manage pipelines, track communications, and improve follow-up efficiency.
  • Partnered with customer support to enhance workflows and provide seamless pre- and post-sale experiences.

Warranty Manager / Inside Sales / Warehouse Associate

AM Distributors
08.2015 - 10.2018
  • Oversaw warranty processes and client follow-ups, improving resolution time by 35% through system enhancements.
  • Implemented inventory control protocols, resulting in fewer stock errors and faster order fulfillment.
  • Assisted in developing internal documentation and knowledge bases for customer support and sales teams.

Education

High School Diploma -

Walther Christian Academy
Melrose Park, IL
06.2000

Skills

  • Patient Support & Customer Experience (CX)
  • Healthcare Systems: Epic EMR, Salesforce, Zendesk
  • High-Volume Call Center Operations
  • Conflict Management & De-escalation
  • Insurance Verification & Billing Support
  • SLA Compliance & KPI Achievement
  • Multichannel Communication (Phone, Chat, Email, SMS)
  • Cross-Functional Team Collaboration
  • Process Improvement & Workflow Optimization
  • Epic EMR Salesforce Zendesk Live Chat Tools
  • Microsoft Office Suite (Excel, Outlook, Word)
  • AI Chatbot Support Systems & Knowledge Base Tools
  • Call Routing Software & Phone Systems

Certification

  • Customer Service Excellence (CX)
  • CRM Systems Certification (Salesforce, Epic EMR)
  • Conflict Resolution & Problem-Solving
  • HIPAA Compliance

Timeline

Patient Access Representative

Erie Family Health Center
02.2025 - 05.2025

Customer Service Representative

Evolent
11.2019 - 01.2025

Account Manager / Inside Sales

Telecom Brokers Inc.
10.2018 - 08.2019

Warranty Manager / Inside Sales / Warehouse Associate

AM Distributors
08.2015 - 10.2018

Contact Center Service Associate

CVS Health
07.2015 - Current

High School Diploma -

Walther Christian Academy

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Marquistan Smith