Summary
Overview
Work History
Education
Skills
Certification
Additional Information
Timeline
Generic

Brandi Luckenbill

Tuscola,IL

Summary

Energetic, ambitious person with 19 Years Customer Service experience in a fast paced health care environment. 2 1/2 Years Customer Service experience in a fast paced health insurance company. Superior customer service skills face to face and on the phone. Multi-line phones. Able to work from home/ independently. Flexible, dependable, ready for a challenge. Personable and professional under pressure. Authorized to work in the US for any employer

Overview

29
29
years of professional experience
1
1
Certification

Work History

Utilization Management Intake Rep

Health Alliance Medical Insurance / Remote
11.2022 - Current
  • Provides accurate, pertinent information to incoming department communication and appropriately distributes other communication to the most fitting departmental or organizational resource in a timely manner.
  • Assists providers with all in/outpatient procedures and admission
  • Performs selected authorization functions under the supervision of an RN, following department policy and procedure, and forwards the balance to appropriate department resources.
  • Documents all communication regarding member activity in the electronic system concisely and clearly, based on standardized department guidelines.
  • Initial phone or digital contact to greet all customers professionally and provide accurate information about the status of pre-authorization requests (inpatient or outpatient)
  • Works as an integral part of the designated team.
  • Reviews initial authorization requests, manual data entry as needed and coordinating operational functions for utilization management decisions.
  • Communicates with staff at provider offices, approves services based on established guidelines, accesses electronic medical records, assists Nurse Coordinators with requests for more clinical information or research available network provider options.
  • Correlates with nurses and medical directors scheduling peer to peer reviews
  • Applying data into Excel and Outlook
  • Superuser with the Epic system.
  • Several Way to Be certificates from coworkers and managers for taking on extra tasks, being a problem solver and helping when needed.

Deputy Clerk

Douglas county circuit clerk
12.2015 - 09.2022
  • Answers phones
  • File paperwork for court cases
  • Clerk in the courtroom
  • Data entry
  • Work with attorneys and their staff and multiple other departments with various court cases
  • Coordinated scheduling for court hearings, optimizing efficiency of courtroom operations.
  • Processed court documents and maintained accurate records for legal proceedings.
  • Trained new staff on clerical procedures and use of case management software.
  • Implemented improvements to filing systems, enhancing retrieval speed and accuracy.
  • Oversaw daily operations of clerk's office, ensuring high standards of service delivery.
  • Maintained confidentiality by adhering to strict privacy guidelines when handling sensitive information.
  • Provided quality clerical support through data entry, document management, email correspondence, and overseeing operation of office equipment.
  • Provided exceptional customer service to the public, answering inquiries and directing individuals to appropriate resources.
  • Contributed to a positive work environment through effective communication skills and a collaborative approach to problem solving.

Patient Service Rep

Carle Physician Group
07.1996 - 11.2015
  • Patient contact in the office and on the phone
  • Schedule appointments within department and outside referrals
  • Multi-line phone system
  • Management of Doctors Schedules
  • Training of new employees
  • Management of work lists to contact patients or another department
  • Referrals to outside medical facilities
  • Prior authorizations from insurance companies
  • Help patients with any of their needs as far as forms, refills, referrals and anything else they may need.
  • Managed patient scheduling and appointment coordination to ensure efficient clinic operations.
  • Facilitated effective communication between patients and healthcare providers to enhance service quality.
  • Resolved patient inquiries and complaints promptly, fostering a positive care environment.
  • Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
  • Verified insurance eligibility and coverage for patients.
  • Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
  • Filed and maintained patient records in accordance with HIPAA regulations.
  • Provided exceptional customer service to patients, answering questions and addressing concerns.
  • Managed patient registration process, confirming data accuracy and completeness.
  • Entered patient demographic and insurance data into electronic medical record system.
  • Awards and Acknowledgments
  • I have received numerous Gold Stars from patients for going above and beyond for their care.
  • I am the "Go to Person" in the Department
  • Epic Superuser when we went to the new computer system
  • Aidet Training for customer service skills
  • Several "Way To Be" certificates from co workers for helping when needed.

Education

1 year in Stenography/closed captioning -

Lakeland Community College
Mattoon, IL
07.2025

Diploma -

Tuscola High School
Tuscola, Illinois
01.1990

Skills

  • Microsoft Word
  • Organizational skills
  • Office experience
  • Microsoft Excel
  • Multi-line Phone Systems
  • Patient Care
  • Phone Etiquette
  • Insurance verification
  • Medical terminology
  • Medical Office Experience
  • Medical Records
  • Customer service
  • EMR super user (5 years)
  • Data entry
  • Medical Scheduling
  • Insurance Verification
  • Microsoft Outlook
  • Administrative experience
  • HIPAA
  • Medical Terminology
  • Communication skills
  • Computer skills
  • Clerical experience
  • Order Entry
  • Typing
  • Microsoft Office
  • Patient confidentiality

Certification

Driver's License

Additional Information

  • Exceptional communication skills
  • Works well under pressure
  • Very detailed oriented
  • Customer Service oriented
  • Multi-line phones
  • Quick learner
  • HIPPA compliant
  • Works well independently from home
  • Currently serving on Partnership Council committee
  • Great team player

Timeline

Utilization Management Intake Rep

Health Alliance Medical Insurance / Remote
11.2022 - Current

Deputy Clerk

Douglas county circuit clerk
12.2015 - 09.2022

Patient Service Rep

Carle Physician Group
07.1996 - 11.2015

1 year in Stenography/closed captioning -

Lakeland Community College

Diploma -

Tuscola High School

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