Brenda Hightower
Customer Service Supervisor
Windsor Mill,MD
Summary
Dynamic professional with a proven track record at Lifebridge Health, excelling in electronic health records and effective communication. Demonstrated leadership in reducing denial rates by 75% through team training initiatives. Known for reliability and punctuality, consistently delivering exceptional service and fostering strong relationships in fast-paced environments.
Overview
16
16
years of professional experience
Work History
Family Caregiver
Benevolent Home Health Care
Linthicum Heights, Maryland
08.2025 - Current
- Partnered with registered nurses and physiotherapists to provide care to patients.
- Helped clients adjust to new lifestyles during periods of incapacitation or recuperation.
- Performed light housekeeping tasks such as laundry, vacuuming, dusting, and changing bed linens.
- Kept detailed records of services rendered and progress made by patients over time.
- Transported family members to medical appointments and other errands as needed.
Owner/Mobile Hairstylist
Royal Crowns LLC
Windsor Mill, Maryland
09.2021 - Current
- Manage daily operations for mobile hair services, including scheduling appointments, catering to a one-on-one experience, maintaining records to track progress, and ordering supplies.
- Pursued continued education and training to stay up to date with new trends and techniques, to maintain compliance with all state and local regulations.
- Cultivate strong, value-added relationships with clients by providing consultations for accurate service and product knowledge, increasing earnings by 25%.
- Provide impeccable customer service via mobile service to ensure privacy and convenience, including special hair treatments, scalp massages, and updated styling techniques.
Medical Reimbursement Specialist
Lifebridge Health
Baltimore, Maryland
06.2012 - 03.2024
- Consistently adhered to strict guidelines for E/M leveling, and maintained a 95% accuracy in assigning facility codes.
- Led team meetings identifying training opportunities on all necessary clinical documentation, changes, or updates, lowering the denial rate by 75%.
- Utilized electronic health record systems to update and retrieve patient information.
- Professionally communicated with physicians, nursing staff, technicians, and medical assistants for the timely completion of required paperwork, resulting in accurate payments.
- Handled confidential paperwork related to patient visits according to HIPAA regulations.
Dietary Supervisor
Bon Secours
Baltimore, Maryland
11.2009 - 04.2012
- Maintained accurate records of patient meals served, dietary intake, and other pertinent information, increasing department survey scores.
- Conducted regular training sessions for new Dietary employees on proper food handling techniques.
- Monitored kitchen and cafeteria operations to ensure that quality control and sanitation standards were met.
- Participated actively in hiring new employees, screening resumes to identify the best candidates for any open positions.
- Trained new cashiers in the cafeteria on operating cash registers efficiently and accurately, while processing transactions quickly.
Education
High School Diploma -
Woodland Job Corps Center
Laurel, MD06-2001
Skills
- Electronic health records
- Effective communication
- Cash handling
- Time management
- Safety procedures
- Leadership qualities
- Scheduling and timekeeping
- Call center operations
- Hospitality service expertise
- Reliability and punctuality
- Guest services
Timeline
Family Caregiver
Benevolent Home Health Care
08.2025 - Current
Owner/Mobile Hairstylist
Royal Crowns LLC
09.2021 - Current
Medical Reimbursement Specialist
Lifebridge Health
06.2012 - 03.2024
Dietary Supervisor
Bon Secours
11.2009 - 04.2012
High School Diploma -
Woodland Job Corps Center
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