BIANCA GREEN
Charlotte,NC
Summary
BS in Business Health Administration with 12+ years’ experience, goal and deadline driven with proven excellent communication skills. Detail oriented with a career path that demonstrates progressive responsibility, successfully worked on and supported teams in various service driven arenas, mostly in healthcare and in and out of the U.S. Armed Services. I thrive on creating and writing, planning, organizing and supporting teams through completion of projects or resolution. I am comfortable working in and on teams, as well as solo as required to accomplish goals.
Overview
13
13
years of professional experience
Work History
Billing Management Specialist
Spectrum
03.2025 - Current
- Developed and implemented strategic initiatives to enhance operational efficiency across departments.
- Resolved customer inquiries through multiple channels, enhancing overall satisfaction and loyalty.
- Streamlined complaint resolution processes, reducing response times for complex issues.
- Collaborated with cross-functional teams to address product-related concerns and improve customer experience.
- Managed high-volume call traffic, with over 70 plus inbound calls daily while maintaining quality standards and achieving performance benchmarks.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Participated in training programs to enhance product knowledge and customer service skills.
- Educated customers about billing, payment processing and support policies and procedures.
Licensed Insurance Agent
TTEC/USAA
02.2023 - 02.2024
- Managed resolving account issues (account access, troubleshooting, transaction refunds) via phone support and email support
- Skilled in risk assessment and analysis, adept at tailoring insurance solutions to meet the unique needs of each member
- Collaborate with multiple departments to ensure consumer compliance in protection laws related to data security and anti-money laundering regulations
- Work closely with internal claims adjusters, underwriting, including member support managers and key account manager, with necessary contractual interactions and negotiations
- Support the quality & compliance framework across Sales, Service & Retention operations to drive advisor development, member advocacy and member growth
- Proactively monitor member accounts and provide information and solutions to account management team support and leadership to safeguard against fraudulent activity
- Constant sharpening of skills with training materials, mandated compliance and regulations courses
- Resolved issues and member complaints prior to escalation to training teams and management to achieve quickest resolution.
- Educated clients on policy benefits, enhancing understanding of product offerings and increasing satisfaction.
Patient Scheduler/Ambulatory Services
United Health Group
03.2018 - 10.2022
- Manages master calendar and scheduled appointments for 100 providers based on optimal patient loads and clinician availability
- Directs incoming calls to internal personnel and departments, routing to best-qualified entity to respond to callers' needs
- Create a positive experience and relationship with the patients
- Implements and develops customer service training processes & consults with outside parties to resolve discrepancies and create effective solutions
- Engage patients telephonically to complete a comprehensive needs assessment and coordinate appointments
- Supports providers in outpatient medical office through coordinating all administrative operations while successfully scheduling patient appointments and places reminder calls to ensure exceptional customer experience
- Adheres to the current system guidelines, policies and procedures to effectively support business needs
- Created excel reports to effectively track daily, weekly and monthly goal analysis in efforts to provide accurate data to management.
Health Information Management Specialist
Atrium Healthcare, Analytics
08.2016 - 03.2018
- Performed creating reports, analyzing data, researching, constantly crosscheck data to ensure reports are accurate
- Established proficiency in daily database applications for STAR, EPIC, EMR's
- Audited records for accuracy while managing system conversion and maintained minimal downtime during updates
- Promptly processed STAT medical records requests including healthcare, patient, attorney, disability and insurance medical records requests
- Adhered to all facility, company and legal guidelines
- Effectively communicated areas of opportunity to chain of command
- Create a positive environment and relationship with the teammates.
Commander Support Staff
United States Air Force
07.2013 - 02.2016
- Assisted Commanders in developing personalized career pathways and motivational programs while working closely with Squadron Commander, Chain of Command and Airmen to achieve required Transition Assistance Programs (TAP) stats of 100% compliance from 45% compliance
- Maintain project documentation and report program progression to Commander
- Analyze program strategies and manage program’s deadlines, while utilizing problem-solving skills to increase TAP’s completion stats
- Interviewed and classifies airmen and officers ranking positions
- Advised and counsel airmen on Military career progression and tracked career goals
- Provide education and coaching to support airmen self-management of care needs and lifestyle changes to accomplish career goals
- Updated military personnel data system (PDS) records
- Generated new business opportunities by the development of new training and educational material for mission
- Organized and coordinated with senior Commanders on new TAP’s programs to maintain compliance stats
- Lead mandated TAP’s orientations to ensure deadlines were met
- Assisted in organizing and coordination of squadron events
- Provide executive services to include maintaining of unit leadership calendars and schedules, organizing commander's calls and other official events, reviewing and editing correspondence, tracking staff actions, and prepare for distinguished visitors.
Education
NC Personal Lines & Casualty License - undefined
2023
Bachelor of Arts - Business Health Administration, Healthcare Administration
University of Phoenix
Charlotte, NC2020
Associate of Applied Science - Psychology
University of Phoenix
Charlotte, NC2015
High School Diploma - undefined
Harding University High School
Charlotte, NC2007
certification in Long-Term Care - undefined
Master of Science - Mental Health Counseling
Grand Canyon University
Phoenix, AZ11-2026
Skills
- Account Management
- Kronos
- EPIC
- ROI
- Event Planning
- EMR
- PM Secure
- HIM/HIA
- Human Resources
- Problem Solving
- Client Relationships
- Training
- Scheduling
Timeline
Billing Management Specialist
Spectrum
03.2025 - Current
Licensed Insurance Agent
TTEC/USAA
02.2023 - 02.2024
Patient Scheduler/Ambulatory Services
United Health Group
03.2018 - 10.2022
Health Information Management Specialist
Atrium Healthcare, Analytics
08.2016 - 03.2018
Commander Support Staff
United States Air Force
07.2013 - 02.2016
NC Personal Lines & Casualty License - undefined
Bachelor of Arts - Business Health Administration, Healthcare Administration
University of Phoenix
Associate of Applied Science - Psychology
University of Phoenix
High School Diploma - undefined
Harding University High School
certification in Long-Term Care - undefined
Master of Science - Mental Health Counseling
Grand Canyon University