Summary
Overview
Work History
Education
Skills
Timeline
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Brandi Henderson

Hillsborough

Summary

Highly organized and results-driven administrative professional with a passion for helping others. Proven ability to manage complex workflows, support patient care, and maintain high levels of accuracy in fast-paced healthcare environments.

Overview

9
9
years of professional experience

Work History

Intake Triage Specialist | Hybrid Remote Position

University Hospitals of Cleveland
10.2024 - Current
  • Serve as the initial point of contact for new patient referrals, gathering information regarding child's needs, concerns, and circumstances.
  • Coordinate and schedule multidisciplinary appointments for entire developmental and behavioral pediatric team.
  • Relay triage information and suggest appropriate disposition to acting physicians based on initial assessment of child.
  • Manage complex scheduling for three high volume autism clinics, streamlining communication between families and providers.
  • Monitor departmental scheduling capacity and assist in workflow improvements to support and improve overall patient experience.
  • Communicate effectively with families, providing guidance on intake process, required documentation, and expectations for developmental evaluations.
  • Maintain and update EMR (EPIC) to ensure accuracy of all chart information.

Clerical Assistant - Behavioral Health

HUMG Outpatient Psychiatry
05.2022 - 07.2024
  • Provided front-line administrative support for outpatient psychiatry and psychological services, ensuring a welcoming environment for patients and families.
  • Managed appointment scheduling, cancellations, and follow-ups using EPIC, coordinating with multiple providers and support staff.
  • Served as a liaison between patients, clinicians, and external partners, responding to inquiries with professionalism and sensitivity to mental health concerns.
  • Assisted in the coordination of scheduling transplant recipients for psychiatric clearances while managing the transplant department's needs.
  • Initiated contact with insurance companies to obtain prior authorization for medication & neuropsychological testing as needed.
  • Prepared and processed clinical documentation including intake forms, consent forms, and provider correspondence, while maintaining strict confidentiality and HIPAA compliance.

Administrative Assistant

HUMG Forest Healthcare
07.2019 - 05.2022
  • Answered multi-line phone system, routing calls, delivering messages to providers and greeting visitors.
  • Eagerly resolved patient conflicts or concerns.
  • Supported billing processes by collecting co-pays, verifying insurance, and assisting with patient account inquiries.
  • Coordinated patient scheduling and rescheduling while optimizing appointment flow and provider availability.
  • Prepared, scanned, and maintained medical documentation for charting in EPIC.
  • Communicated and interacted effectively with pharmacies, staff, and drug representatives.

Therapeutic Support Staff

Institute for Behavior Change
03.2019 - 06.2019
  • Provided emotional and mental-health support for autistic children.
  • Supported families by providing resources related to community services or referrals for additional assistance.
  • Recorded necessary data for analysis.
  • Successfully executed treatment plan.
  • Taught coping strategies for targeted behavior.
  • Utilized various techniques to achieve conflict resolution.
  • Encouraged participation in social integration activities and group-based events.
  • Used therapies to help eliminate inappropriate behaviors and manage triggering events.
  • Improved client's overall social skills.

Administrative Assistant

The Retina Center
08.2017 - 12.2018
  • Successfully ran front office independently for 3 different locations.
  • Greeted patients upon arrival, collected medical history, and verified insurance coverage.
  • Assisted with check-in and check-out of patients in an efficient manner.
  • Calculated and collected total cost for patient's services.
  • Reviewed, corrected, and entered proper ICD-10 codes for billing.
  • Responded to inquiries from patients regarding billing, scheduling and appointment changes.

Patient Liaison

Orthopedic Institute of PA
06.2016 - 08.2017
  • Greeted visitors and verified reasons for visit and appointment information.
  • Provided knowledgeable and compassionate service in response to patient questions and concerns.
  • Facilitated communication between patients, medical and administrative staff.
  • Scheduled appointments for follow-up visits with physicians or specialists as required.
  • Verified insurance and demographic information.
  • Delivered administrative support to team members by making copies, sending faxes, organizing documents and rearranging schedules.

Education

Bachelor of Arts - Sociology/Psychology

Kutztown University of Pennsylvania
Kutztown, PA
05-2016

Skills

  • Case Management
  • Staff Training
  • Adaptability
  • Triaging
  • Conflict Resolution
  • Multi-tasking
  • Medical Records Management
  • Policy Adherence
  • Member Support
  • Organization
  • Tech Savvy (Microsoft,Excel,Word)
  • Team Collaboration

Timeline

Intake Triage Specialist | Hybrid Remote Position

University Hospitals of Cleveland
10.2024 - Current

Clerical Assistant - Behavioral Health

HUMG Outpatient Psychiatry
05.2022 - 07.2024

Administrative Assistant

HUMG Forest Healthcare
07.2019 - 05.2022

Therapeutic Support Staff

Institute for Behavior Change
03.2019 - 06.2019

Administrative Assistant

The Retina Center
08.2017 - 12.2018

Patient Liaison

Orthopedic Institute of PA
06.2016 - 08.2017

Bachelor of Arts - Sociology/Psychology

Kutztown University of Pennsylvania

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Brandi Henderson