BRANDEY COOPER
MEMPHIS,US
Summary
Customer Service professional with 10+ years of experience in client retention, call center operations, and patient care. Demonstrates exceptional skills in handling databases, billing, and front desk operations, ensuring compliance with HIPAA standards. Known for enhancing customer engagement and driving efficiencies, consistently going above and beyond to improve processes and outcomes.
Overview
11
11
years of professional experience
Work History
REFERRAL SPECIALIST
LifeDOC Health
Memphis, TN, US
12.2023 - 11.2024
- Coordinated patient referrals to specialists, ensuring timely access to care and reducing wait times.
- Managed referral tracking system, maintaining accurate records and facilitating seamless communication among healthcare teams.
- Collaborated with physicians to assess patient needs, improving referral appropriateness and enhancing continuity of care.
- Developed training materials for new staff on referral processes, increasing team efficiency and knowledge retention.
PHYSICIAN REFERRAL COORDINATOR
Baptist Medical Group
Memphis, TN, US
11.2021 - 10.2022
- Coordinate patient referrals, ensuring accurate diagnosis and necessary authorizations.
- Gather essential patient data for referrals and secure pre-certifications from insurance.
- Ensure accurate ICD/CPT coding on referral forms and complete documentation.
- Schedule appointments, aligning patient availability with specialist openings.
- Implement patient appointment reminders, improving adherence to scheduled visits.
- Lead the integration of patient data systems, ensuring seamless pre-certifications and compliance with insurance requirements.
- Work with healthcare teams to streamline referral processes, resulting in reduced errors and improved patient outcomes.
- Implement advanced scheduling systems, aligning patient availability with specialist openings for better appointment coordination.
- Drive efficiencies in pre-certification processes, ensuring accurate ICD/CPT coding and comprehensive documentation for seamless referrals.
- Optimized referral workflows, enhancing patient satisfaction and reduce wait times.
CUSTOMER CARE COORDINATOR (REMOTE)
The Diabetes Store
Memphis, TN, US
01.2019 - 06.2021
- Managed customer inquiries and resolved issues efficiently through multiple communication channels.
- Collaborated with cross-functional teams to enhance customer service processes and improve satisfaction rates.
- Developed training materials for new staff to ensure consistent customer care practices across the team.
- Analyzed customer feedback to identify trends, driving improvements in service delivery and product offerings.
PATIENT CARE ADVOCATE (REMOTE)
Express Scripts
Memphis, TN, US
04.2014 - 01.2018
- Managed customer service calls for pharmacy benefits, resolving issues promptly and efficiently.
- Collaborated with operational departments to address mail order and claims issues.
- Ensured timely responses to members within performance guidelines, enhancing customer satisfaction.
- Investigated and resolved complex problems, improving service quality.
- Resolved complex pharmacy benefit issues swiftly, collaborating with cross functional teams to ensure member satisfaction.
- Investigated and resolved claims and mail order issues, enhancing operational efficiency and reducing member complaints.
- Partnered with internal departments to streamline processes, improving response times and compliance with performance guidelines.
- Delivered exceptional customer service by efficiently handling high volume calls, contributing to increased member retention.
- Accurately researched and resolved member inquiries, ensuring adherence to performance agreements and boosting customer trust. Led cross-functional teams to resolve complex pharmacy benefit issues, significantly enhancing member satisfaction and reducing complaints.
Education
No Degree -
Delta Technical College
Horn Lake, MSGED -
Mississippi Community College
Skills
- Customer Service
- Receptionist
- Retail Sales
- Access
- Customer Engagement
- Billing
- Scheduling
- EMR
- Microsoft Excel
- Microsoft Office
- Microsoft Outlook
- Insurance Verification
- Medical Scheduling
- Medical Office Experience
- Medical Records
- Patient Care
- Typing
- EMR systems
- Supervising experience
- HIPAA
- Medical terminology
- Front desk
- Research
- Cash handling
- Hospitality
- Communication skills
- Hospital experience
- Call center
- Office experience
- Documentation review
- Computer skills
- Organizational skills
- Care plans
- Analysis skills
- Recruiting
- Medical billing
- Databases
- Client Retention
- Management
- Microsoft Word
- Power Point
- Windows
- Patient Access System
- Patient Access Intelligence
- Patient Passport Systems
Personal Information
Title: Customer Service
Timeline
REFERRAL SPECIALIST
LifeDOC Health
12.2023 - 11.2024
PHYSICIAN REFERRAL COORDINATOR
Baptist Medical Group
11.2021 - 10.2022
CUSTOMER CARE COORDINATOR (REMOTE)
The Diabetes Store
01.2019 - 06.2021
PATIENT CARE ADVOCATE (REMOTE)
Express Scripts
04.2014 - 01.2018
No Degree -
Delta Technical College
GED -
Mississippi Community College