BRENDA LONG
Lawrenceville,GA
Summary
Clinical and administrative experience in various health specialties. Works effectively with diverse populations. Outstanding customer service and communication skills with a strong understanding of CPT, ICD, and HCPCS codes. Experience in Health Information, Medical Terminology, Medical Records, Long-term care, Home Health, Hospice, Phlebotomy, Mental Health, and Dialysis. Demonstrates efficient organizational, time management, conflict management and prioritization skills to meet project and assignment deadlines. Prioritizes patient centered care, excellent problem solving and analytical skills. Flourishes in fast-paced, advanced environments both independently and within a team.
Overview
15
15
years of professional experience
Work History
Unit Secretary
Northside Hospital
Duluth, GA
07.2023 - Current
- Prepares and maintains patient charts and clinical information by ensuring that information is filed appropriately in records
- Adhering to HIPAA laws
- Enter patient information into computerized patient care system
- Assist in the ongoing development department Quality Improvement program
- Monitoring and updating the patients’ surgical tracking board.
- Answer telephone calls to offer office information, answer questions, and direct calls to staff.
- Assist nursing staff with patient care, ensuring timely completion of tasks and improved patient satisfaction.
- Contribute to positive patient experiences by greeting visitors, providing directions, and addressing inquiries professionally.
Remote Member Services Representative
BroadPath Healthcare Solutions
Tucson, AZ - Remote
03.2020 - 09.2022
- Receive inbound calls and respond to health plan members billing inquiries
- Handle customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Accurately research and resolve pharmacy service issues
- Efficiently documents all call information according to standard operating procedures
- Assist medical providers by directly communicating medical claims resolutions
- Provide COVID-19 test results to patients telephonically.
- Increase customer satisfaction by addressing and resolving complaints in a timely manner.
Remote Customer Service Representative
LiveOps
Scottsdale, AZ - Remote
04.2017 - 03.2020
- Providing customer support with order processing & credit card payments
- Handled customer inquiries and suggestions courteously and professionally.
- Data entry and documenting every customer transaction
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Clinical Advocate, Medical Records Scheduler
Change HealthCare, Altegra Health
Alpharetta, GA
05.2014 - 01.2017
- Train and support Remote Medical Coders on web timesheets
- Train new staff members on medical records systems, contributing to a well-informed and effective team.
- Provide excellent customer service by addressing concerns from both patients and healthcare providers efficiently and professionally.
- Work effectively with fellow team members to coordinate effective solutions to any question or concern.
- Contact medical providers to request missing documentation
- Answer telephone and coordinated meetings and conferences.
- Maintain strict adherence to HIPAA regulations during all interactions involving sensitive patient data.
- Conduct auditing on behalf of various health plans for HEDIS and PIA seasons
- Schedule appointments via fax/mail request medical records for proper assignment.
Hospice Patient Assistant, Clerk
Amedisys Hospice
Lawrenceville, GA
07.2010 - 01.2013
- Assist terminally ill hospice patients with activities of daily living and grooming
- Manage inventory of medical supplies for patients.
- Expedited response times during emergencies, alerting appropriate personnel immediately upon identification of critical situations.
- Enhance communication between healthcare team members by promptly relaying important patient information.
- Support the management of medication schedules, reminding nurses of administration times and observing patients for adverse reactions.
- Safeguard patient privacy, upholding HIPAA regulations in all verbal and written communications.
Coder, Patient Care Technician
DCA Dialysis Clinic
Royston, GA
02.2009 - 03.2010
- Problem solves and process insurance verification
- Coordinate dialysis patient care, admissions, and discharges
- Manage and update the kidney donor list for qualified patients.
- Interact with physicians and other healthcare staff to ask questions regarding patient services.
- Review, analyze, and manage coding of diagnostic and treatment procedures contained in outpatient medical records.
- Facilitate knowledge sharing within the team by conducting regular code reviews, training sessions, and workshops on relevant topics.
- Resourcefully used various coding books, procedure manuals, and on-line encoders.
- Reviewed patient charts to better understand health histories, diagnoses, and treatments.
Education
Certified Professional Coder - Health Information Technology
AAPC
Salt Lake City, UT - Remote11.2023
Skills
- Customer Service
- Incoming Call Management
- Strong Organization
- Telephone reception
- Appointment Scheduling
- HIPAA Compliance Understanding
- Healthcare Industry Knowledge
- Patient chart maintenance
- Unit secretary training
Proficienttechnologies
- Cerner
- AHIQA
- Care Connects
- CAO
- Citrix
- ESR Amyis
- I3
- MS Office
- Omni
- OPM
- Portico
- Zoom
Timeline
Unit Secretary
Northside Hospital
07.2023 - Current
Remote Member Services Representative
BroadPath Healthcare Solutions
03.2020 - 09.2022
Remote Customer Service Representative
LiveOps
04.2017 - 03.2020
Clinical Advocate, Medical Records Scheduler
Change HealthCare, Altegra Health
05.2014 - 01.2017
Hospice Patient Assistant, Clerk
Amedisys Hospice
07.2010 - 01.2013
Coder, Patient Care Technician
DCA Dialysis Clinic
02.2009 - 03.2010
Certified Professional Coder - Health Information Technology
AAPC