Brandon Nelson
South Lyon
Summary
Dedicated Patient Financial Counselor with a strong foundation in customer service and HIPAA compliance. Proficient in resolving complex billing issues and educating patients on financial options.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Patient Financial Counselor
Trinity Health IHA Medical Group
Ann Arbor
06.2023 - Current
- Review patient accounts to determine eligibility for financial assistance programs.
- Verify patient insurance coverage and eligibility for services.
- Explain insurance benefits and coverage options to patients.
- Educate patients on available financial assistance options and payment plans through MyChart or by phone
- Coordinate with insurance companies to resolve claims and benefits issues.
- Collaborate with hospital staff members to resolve complex billing issues.
- Perform follow-up calls to collect outstanding balances from patients who were unable to make payments at time of service.
- Train new staff on policies regarding patient financial services and resources.
- Document in Epic and communicate with billing team
- Review and correct work queue edits related to front-end inaccuracies and newborn patient records
- Created monthly reports summarizing collections activity and billing trends.
- Participated in training programs designed to improve customer service skills related to billing processes.
Medical Receptionist
IHA
South Lyon
09.2018 - 06.2023
- Entered data in Nextgen and Epic software to keep records of patient information.
- Conducted patient intake interviews to collect medical information and insurance details.
- Photocopied insurance cards, documented details and verified patient coverage for upcoming procedures or appointments.
- Informed patients of financial responsibilities prior to rendering services.
- Processed payments and updated accounts to reflect balance changes.
- Checked patients in and out for appointments and collected co-payments.
- Scheduled and confirmed appointments.
- Delivered administrative support to team members by making copies, sending faxes, organizing documents and rearranging schedules.
- Prepared packages for shipment by generating packing slips and setting up courier deliveries.
- Answered phone calls, provided information to callers and connected callers to appropriate people.
- Answered office phone and emails to schedule appointments, answer questions, and document information.
- Greeted incoming patients and verified paperwork to manage smooth intake processes.
- Retrieved faxes and uploaded documents to patient charts to assist clinical staff.
- Trained new staff on office procedures, insurance processes and medical terminology.
- Prepared daily shift close reports and balanced cash register to accurately reflect all transactions.
- Determined needs of visitors and provided information or solutions.
- Reviewed safety, health and sanitation processes throughout areas and enforced rules to promote security and safety.
- Signed for packages, recorded deliveries and distributed to personnel.
- Delivered key administrative support to coworkers, taking on additional tasks during peak times.
- Assisted current and prospective patients with navigating telephone and web-based support systems.
- Managed office duties and basic administrative tasks, organized and cleaned work space, ordered materials and answered phone calls.
- Worked with office manager to attain operational goals.
Medical Receptionist
South Lyon Providence Family Practice
South Lyon
07.2016 - 09.2018
- Entered data in Athena software to keep records of patient information.
- Conducted patient intake interviews to collect medical information and insurance details.
- Informed patients of financial responsibilities prior to rendering services.
- Photocopied insurance cards, documented details and verified patient coverage for upcoming procedures or appointments.
- Processed payments and updated accounts to reflect balance changes.
- Checked patients in and out for appointments and collected co-payments.
- Scheduled and confirmed appointments.
- Delivered administrative support to team members by making copies, sending faxes, organizing documents and rearranging schedules.
- Carried out daily tasks by professionally communicating with physicians, nursing staff, technicians and medical assistants.
- Managed more than 100 incoming calls per day.
- Answered phone calls, provided information to callers and connected callers to appropriate people.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Answered office phone and emails to schedule appointments, answer questions, and document information.
- Greeted incoming patients and verified paperwork to manage smooth intake processes.
- Answered customer invoice questions and resolved issues discovered during invoicing and collection process.
Treasurer
Clark's Crossing Home Owners Association
South Lyon
01.2014 - 01.2016
- Advised management on major purchases and recurring expenditures to keep operations in line with budget constraints.
- Created quarterly and annual budgets to support organizational needs and expenses.
SRHIMASC
DMC HURON VALLEY SIANI HOSPITAL
Commerce
08.2002 - 10.2009
- Pulled patient records and transferred information to appropriate parties.
- Entered patient insurance, demographic and health information into software and confirmed records.
- Safeguarded medical records to maintain patient confidentiality.
- Released information to persons or agencies according to regulations.
- Streamlined day-to-day office processes to meet long-term goals.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Demonstrated self-reliance by meeting and exceeding workflow needs.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Followed federal and state guidelines for release of information.
- Performed basic administrative duties by answering calls, taking messages, data entry, typing tasks and locating files upon request.
- Retrieved, sorted, copied, and filed all documents and paperwork.
- Created or updated records with new files or information.
- Strictly adhered to confidentiality dictations to safeguard information.
- Answered face-to-face and telephone requests for information about warrants, citations and other court documents or procedures.
Education
High School Diploma -
Milford High School
Milford, Mi06.1997
Some College (No Degree) - HIM
Schoolcraft College
Livonia, MISkills
- Proficient in Epic, Athena, and Nextgen
- Insurance verification
- Claims resolution
- Customer service
- Epic charting
- Front desk operations
- HIPAA compliance
- Verbal and written communication
- Teamwork and collaboration
- Reliability
- Flexible
- Friendly, positive attitude
- Analytical
- Organizational skills
Certification
Six Sigma Lean Green Belt in Healthcare
Timeline
Patient Financial Counselor
Trinity Health IHA Medical Group
06.2023 - Current
Medical Receptionist
IHA
09.2018 - 06.2023
Medical Receptionist
South Lyon Providence Family Practice
07.2016 - 09.2018
Treasurer
Clark's Crossing Home Owners Association
01.2014 - 01.2016
SRHIMASC
DMC HURON VALLEY SIANI HOSPITAL
08.2002 - 10.2009
High School Diploma -
Milford High School
Some College (No Degree) - HIM
Schoolcraft College