Brianna Sutton
Cairo,OH
Summary
Professional Care Representative with a strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, accurate documentation, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
10
10
years of professional experience
Work History
ARM Patient Care Representative
Keybridge Medical Revenue
Lima, OH
01.2025 - Current
- Efficiently managed high volumes of phone calls, messages, and inquiries from patients or other healthcare providers, ensuring prompt responses and resolutions.
- Exceeded daily call center metrics, consistently maintaining a high level of productivity and customer satisfaction.
- Responded to patient queries and concerns concerning insurance coverages and deductibles.
- Screened patients for financial assistance and aided in preparing required funding documents.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Managed 45 inbound calls professionally and efficiently.
Patient Care Representative
Bon Secours
Cincinnati, OH
06.2023 - 05.2024
- Demonstrated exceptional organizational skills by managing multiple tasks simultaneously while prioritizing urgent matters effectively in a fast-paced setting.
- Responded to patient queries and concerns concerning insurance coverages and deductibles.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Facilitated appointment scheduling using electronic health record systems to streamline patient flow.
- Addressed insurance verification processes, ensuring compliance and reducing claim denials.
- Maintained accurate patient records, ensuring confidentiality and adherence to regulatory standards.
- Handled approximately 65 inbound calls per day, ensuring that each patient had active insurance if applicable, scheduled appropriately, and had all their questions answered prior to ending the call.
Medical Assistant
Women's Health for Life
Lima, OH
09.2016 - 06.2023
- Assisted healthcare providers with patient examinations and procedures, ensuring comfort and safety.
- Managed patient scheduling and follow-up appointments, enhancing clinic efficiency and patient satisfaction.
- Administered vaccinations and medications under supervision, maintaining compliance with health regulations.
- Streamlined electronic health record documentation processes, improving accuracy and accessibility of patient information.
- Implemented new patient intake procedures to enhance workflow efficiency and reduce wait times for services.
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Performed medical records management, including filing, organizing and scanning documents.
- Built strong relationships with patients through effective communication skills that foster trust in the clinic's commitment to quality care.
- Reduced wait times by swiftly processing insurance claims, verifying coverage, and obtaining pre-authorizations when necessary.
- Supported patient well-being, providing empathetic care and addressing concerns with sensitivity.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
Education
High School Diploma -
Lima Central Catholic High School
Lima, OH05-2011
Skills
- Quality assurance
- Insurance practices
- Payment collection
- Account management
- Multiple EHR systems, including Epic, Greenway, Empower, NextGen, e-Clinical Works, and Allscripts
- Conflict mediation
- Appointment scheduling
- Organizational skills
- Multitasking
- Verbal and written communication
Timeline
ARM Patient Care Representative
Keybridge Medical Revenue
01.2025 - Current
Patient Care Representative
Bon Secours
06.2023 - 05.2024
Medical Assistant
Women's Health for Life
09.2016 - 06.2023
High School Diploma -
Lima Central Catholic High School