Bretny Miller
Franklin,TN
Summary
Skilled and motivated professional with 15 years experience in collections, customer service and data entry. Exceptional interpersonal and problem-solving skills. Effectively mediates customer disputes and collects payment in timely manner.
Overview
15
15
years of professional experience
Work History
Patient Account Representative
CSI Companies
10.2021 - 09.2022
- Assisted colleagues during peak periods or absences, showcasing teamwork skills while maintaining personal workload demands efficiently.
- Posted payments and processed refunds.
- Promoted a positive work environment by actively participating in team meetings and contributing ideas for process improvements.
- Provided exceptional customer service, handling sensitive patient situations with professionalism and empathy.
- Ensured compliance with healthcare regulations while processing claims and managing patient accounts.
- Utilized computer programs to create invoices, letters, and other documents.
- Contacted patients after insurance was calculated to obtain payments.
- Responded to customer inquiries and provided detailed account information.
- Monitored customer accounts for payment delinquency and initiated collection efforts.
- Established relationships with customers to encourage payment of delinquent accounts.
- Entered client details and notes into system for interdepartmental access and review.
Workers' Compensation Claims Representative
EnableComp
10.2018 - 04.2020
- Examined claims forms and other records to determine insurance coverage.
- Delivered exceptional customer service to policyholders by communicating important information and patiently listening to issues.
- Follow up with patient’s employer to confirm incident report and gather claim details if available.
- Contact employer’s worker’s compensation insurance company to obtain claim details.
- Electronically submit claim details to designated insurance company for processing.
- Follow up on claim status via phone, email or provider portals.
Customer Service Representative
MedSolutions
10.2017 - 10.2018
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
Case Manager
Aetna
09.2016 - 11.2017
- Review and determine if supplemental life insurance application is accurate.
- Submit application to appropriate department(s) to activate policy.
- Enhanced communication between clients and providers through consistent follow-ups and progress updates.
- Participated in regular professional development opportunities to stay current on best practices within the field of case management.
Home Health Representative
Community Health Systems, CHS
07.2015 - 09.2017
- Communicate with home health agencies to find placement for patients needing HH services for PT, OT, SN, MSW & HHA.
- Submit proper patient documentation and referrals to desired HH agency.
- Assist with coordinating DME if necessary.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the agency.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Claims Adjuster
UnitedHealthcare
05.2014 - 06.2015
- Reviewed claim to determine appropriate payout.
- Followed state specific SOP to ensure claim adjudicated correctly for payment.
- Examined state specific fee schedules.
- Maintained compliance with state regulatory requirements through meticulous documentation and adherence to company policies.
Intake Representative
Medsolutions
11.2011 - 05.2014
- Received inbound calls on automatic dialing system from provider’s and facilities to initiate testing for radiology testing.
- Gathered and entered CPT & ICD9 codes into computer system.
- Gathered patient’s insurance information to determine eligibility for high tech radiology testing.
- Transferred caller to designated clinical department if necessary.
- Reduced wait times for clients by promptly addressing inquiries and providing clear, concise information regarding services.
- Provided accurate insurance verification for clients, ensuring proper coverage was in place prior to service delivery.
- Maintained strict confidentiality of client information, adhering to HIPAA regulations and company policies at all times.
- Resolved escalated issues with professionalism and empathy, earning trust from both colleagues and clients.
- Exceeded performance metrics regularly, demonstrating consistent dedication to quality work and customer satisfaction.
- Managed high call volumes while maintaining a professional demeanor, ensuring a positive experience for all callers.
- Enhanced customer satisfaction by efficiently processing intake forms and accurately entering data into the system.
- Enhanced office productivity by handling high volume of callers per day.
- Conducted patient intake interviews, recording and documenting relevant information.
Collections Agent
Community Health Systems, CHS
11.2007 - 11.2011
- Assisted colleagues during peak periods or absences, showcasing teamwork skills while maintaining personal workload demands efficiently.
- Posted payments and processed refunds.
- Promoted a positive work environment by actively participating in team meetings and contributing ideas for process improvements.
- Provided exceptional customer service, handling sensitive patient situations with professionalism and empathy.
- Ensured compliance with healthcare regulations while processing claims and managing patient accounts.
- Utilized computer programs to create invoices, letters, and other documents.
- Contacted patients after insurance was calculated to obtain payments.
- Responded to customer inquiries and provided detailed account information.
- Monitored customer accounts for payment delinquency and initiated collection efforts.
- Established relationships with customers to encourage payment of delinquent accounts.
- Entered client details and notes into system for interdepartmental access and review.
Education
High School Diploma - General Studies
Franklin High School
Franklin, TN05.2006
Skills
- Data entry proficiency
- Medical terminology knowledge
- Team collaboration
- Verbal and written communication
- Collections experience
- Patient care
- HIPAA
- Healthcare industry
- Organizational skills
- Clear communication
- Decision-making
- Pleasant telephone demeanor
- Attention to detail
- Follow-up skills
Timeline
Patient Account Representative
CSI Companies
10.2021 - 09.2022
Workers' Compensation Claims Representative
EnableComp
10.2018 - 04.2020
Customer Service Representative
MedSolutions
10.2017 - 10.2018
Case Manager
Aetna
09.2016 - 11.2017
Home Health Representative
Community Health Systems, CHS
07.2015 - 09.2017
Claims Adjuster
UnitedHealthcare
05.2014 - 06.2015
Intake Representative
Medsolutions
11.2011 - 05.2014
Collections Agent
Community Health Systems, CHS
11.2007 - 11.2011
High School Diploma - General Studies
Franklin High School
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