Bayette Bikim Brown
Healthcare Administration
Pittsburgh,PA
Summary
Polite and professional Healthcare Administration professional successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships. Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Overview
7
7
years of professional experience
Work History
Contact Representative
Internal Revenue Service
Pittsburgh, PA
09.2022 - Current
- Processing tax return amendments and other forms and documents related to tax accounts
- Verifying taxpayers' identification and processing power of attorney requests
- Referring taxpayers to other IRS resources or outside organizations as needed
- Maintaining accurate and up-to-date records of taxpayer interactions and correspondence
- Following established guidelines and procedures for handling sensitive and confidential information
- Participating in ongoing training and professional development opportunities to stay current on tax laws and procedures.
Patient Advocate
MedRisk
Pittsburgh, PA
05.2022 - 08.2022
- Making outbound calls to schedule patients in a timely manner to ensure that internal and external metrics are met
- Working on cases that require investigation for missing information that is necessary to schedule patients for their initial evaluations
- Reaching out to providers and adjusters to coordinate care for patients based on medical evaluation and recommendations
- Supports adjusters and nurse case managers in order to retain client loyalty
- Further responsibilities include lending guidance and support to patients in a collaborative manner ensuring positive outcomes to all parties involved.
Sr. Customer Service/Provider Service
Highmark Wholecare
Pittsburgh, PA
11.2015 - 02.2022
- Created a customer-centric culture based on communication, teamwork, and accountability while managing 40–60 customers per day, resulting in top-tier performance and rave business ratings
- Engaged in difficult discussions in a culturally sensitive environment to achieve a positive bottom line while providing expertise to a diverse client portfolio, all while managing medical records and documentation conducting extensive research, verification, and investigation of denied Medicare and Medicaid claims
- Investigated and resolve more than 30 billing discrepancies and irregularities, as well as identify and clear the department's backlog, all while advocating for long-term change to ensure corporate service efficiency
- Leveraged legal, institutional policy, and regulatory knowledge to close compliance gaps by conducting a thorough investigation of third-party responsibility among Gateway Health Plan’s providers, and other payors
- Improved financial documentation accuracy by coordinating benefit auditing on an outbound basis with members and providers, resulting in accurate information and billing of submitted claims
- Ensured smooth and efficient operations by reviewing documents needed to move files through the process to ensure final approval, closure, and processing of claims with proper adjudication in accordance with insurance policy terms and conditions
- Increased support by more than 35% by training newer customer service representatives on how to address and resolve customer product concerns while empathetically and professionally defusing difficult customer situations.
Tier II Tech Support
Alorica
Pittsburgh, PA
03.2015 - 09.2015
- Assisted external users of the client's technical products or services; identify, investigate, research and provide resolutions to user questions and problems
- Provided technical support via phone, chat or email and troubleshooted login and account issues, and other tech support duties
- Participated in activities designed to improve customer satisfaction and business performance.
Education
B.A. - Divinity and General Studies
Indiana University of Pennsylvania
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Community College of Allegheny County
Skills
Customer Experienceundefined
Timeline
Contact Representative
Internal Revenue Service
09.2022 - Current
Patient Advocate
MedRisk
05.2022 - 08.2022
Sr. Customer Service/Provider Service
Highmark Wholecare
11.2015 - 02.2022
Tier II Tech Support
Alorica
03.2015 - 09.2015
B.A. - Divinity and General Studies
Indiana University of Pennsylvania
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Community College of Allegheny County
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