Andria Smith
Compassionate and patient-focused professional with over 15 years of experience in healthcare customer service, insurance benefits, claims review, underwriting, and patient support
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About
Compassionate and patient-focused professional with over 15 years of experience in healthcare customer service, insurance benefits, claims review, underwriting, and patient support. Proven ability to build positive relationships with patients, healthcare providers, and interdisciplinary teams while delivering exceptional service and resolving complex issues. Skilled in patient advocacy, care coordination, benefits education, problem resolution, and navigating healthcare systems.
Recognized for strong communication skills, attention to detail, and a commitment to improving the patient experience. Dedicated to ensuring patients receive timely information, support, and resources to promote quality care and satisfaction.
Experience
Seasonal Medical Life & Disability Underwriter - Remote IBU Underwriter - Portland, Maine - Portland, Maine
(2025-09 - 2026-02)
- Reviewed medical documentation to support accurate, timely coverage decisions.
- Analyzed complex cases while ensuring compliance with company policies and regulatory guidelines.
- Communicated effectively with internal teams and external partners to enhance customer experience.
- Established strong professional relationships through attentive service and detail-oriented responses.
House Manager & Family Support Specialist - Multiple Families - Austin, TX
(2018-10 - 2025-05)
- Coordinated schedules and appointments for multiple family members, maximizing efficiency in daily activities.
- Maintained confidentiality and exercised discretion in handling sensitive information.
- Delivered compassionate support while managing competing priorities and urgent needs.
- Established trusting relationships through effective communication and tailored service.
Right of Recovery Claim Reviewer/Auditor - TML IEBP - Austin, Texas
(2016-06 - 2018-10)
Served as a liaison between members, healthcare providers, and internal departments to resolve benefit and claims-related inquiries.
- Assisted patients and medical professionals with understanding healthcare benefits, eligibility, and claims processes.
- Investigated and resolved complex claims issues while maintaining high productivity and quality standards.
- Identified process improvement opportunities and recommended solutions to enhance customer satisfaction and operational efficiency.
- Developed educational materials and conducted training sessions to support staff knowledge and improve service delivery.
- Collaborated with cross-functional teams to ensure timely resolution of member concerns and accurate claims processing.
Underwriting Service Assistant - State Farm - Austin, Texas
(2015-01 - 2016-06)
- Supported underwriters and agents by reviewing and correcting policy information, including updates to customer records, addresses, and coverage details.
- Served as a key communication support between internal teams to ensure accuracy, compliance, and timely resolution of policy issues.
- Facilitated training sessions on updated procedures and best practices to improve team performance and consistency.
- Participated in team study groups to support knowledge sharing, case review, and clarification of complex policy issues.
- Recognized for strong attention to detail, problem-solving skills, and ability to support high-volume administrative workflows.
Utility Account Specialist - Austin Energy - Austin, Texas
(2013-12 - 2014-12)
- Managed customer-related service orders and field requests, ensuring accurate processing and timely completion through internal systems.
- Created and dispatched field work orders for issues such as meter maintenance, service discrepancies, and account investigations.
- Conducted data entry and account research to resolve billing and service inconsistencies.
- Collaborated with field crews and internal teams to coordinate service delivery and resolve customer-impacting issues.
- Supported system conversion projects by assisting with data accuracy, workflow updates, and operational transition tasks.
- Maintained strong communication and organization while handling multiple priorities in a fast-paced environment.
Senior Pharmacy Customer Service Representative - Cigna Healthcare - Bourbonnais, Illinois
(2006-11 - 2013-08)
- Provided exceptional support to patients, pharmacies, and healthcare providers regarding prescription benefits, authorizations, and coverage questions.
- Acted as a patient advocate by resolving concerns, addressing complaints, and ensuring timely access to healthcare services.
- Managed high-volume inbound calls while maintaining quality standards and delivering compassionate customer service.
- Educated members on insurance benefits, prescription coverage, and available healthcare resources.
- Collaborated with internal departments to resolve complex patient issues and improve service processes.
- Earned multiple customer service awards for excellence in patient satisfaction and relationship management.
Education
High School Diploma - Central High School (2001-06) Clifton, IL
Some College - Kankakee Community College Kankakee, IL
