Brianna Hernandez
El Paso,Texas
Summary
Professional with background in benefit verification and focus on accuracy and efficiency. Experience in communicating with insurance providers and healthcare teams to streamline verification processes. Known for collaborating effectively with colleagues and adapting to changing requirements. Proficient in database management and regulatory compliance.
Overview
7
7
years of professional experience
Work History
Benefit Verification Specialist
Everise
05.2024 - Current
- Provided exceptional customer service by addressing patient concerns regarding coverage and out-of-pocket expenses.
- Managed high-volume caseloads while maintaining strict deadlines for completing benefit verifications and authorizations.
- Ensured compliance with HIPAA regulations during all aspects of the benefit verification process, protecting patient privacy.
- Improved patient satisfaction by accurately verifying benefits and providing timely responses to inquiries.
- Streamlined pre-service financial clearance processes, expediting access to care for patients in need of urgent medical intervention.
- Leveraged advanced problem-solving skills in navigating complex cases involving multiple policies or payers, ultimately securing coverage approvals where possible.
- Served as a subject matter expert for peers and supervisory staff, providing guidance on best practices in benefit verification processes.
- Contributed to departmental goals by consistently meeting or exceeding performance metrics related to benefit verification accuracy and turnaround time.
Case Manger
Movate
04.2021 - 05.2023
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
- Enhanced communication between clients and providers through consistent follow-ups and progress updates.
- Achieved positive client outcomes by developing and implementing comprehensive case management plans.
- Advocated for client rights when interacting with external agencies or institutions, ensuring fair treatment at all times.
- Provided crisis intervention support for clients experiencing emergencies, using appropriate techniques to de-escalate situations safely.
- Contributed to team discussions and case conferences actively, sharing insights and expertise with colleagues to optimize client support strategies.
Customer Service Representative
Caliber Collision
12.2019 - 09.2020
- 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.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
Customer Service Representative
FULLBEAUTY Brands
04.2018 - 12.2019
- 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.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Participated in training programs to enhance product knowledge and customer service skills.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Educated customers about billing, payment processing and support policies and procedures.
- Educated customers about ongoing promotions and special offers, driving additional revenue for the store.
- Identified and resolved discrepancies and errors in customer accounts.
Advocate Member Service Representative
Alorica
04.2018 - 09.2018
- Developed rapport with diverse clientele by demonstrating empathy and understanding during difficult situations.
- Contributed to the development of internal resources such as FAQs, product guides, and training materials.
- Participated in ongoing training programs, staying up-to-date on industry trends and best practices in customer service.
- Answered inbound calls from existing and future policyholders to answer inquiries and discuss insurance options.
- Educated clients about health insurance coverage options, benefits and costs.
- Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals.
Education
Diploma -
Andress High School
Skills
- Telesales
- Outbound Sales
- Account Management
- Customer Service
- Inside Sales
- Revenue Growth
- Leadership
- Direct Sales
- Outside Sales
- Call Center
- Upselling
- Cold Calling
- Insurance Sales
- Typing (10 years)
- Negotiation
- Retail Sales
- Telephone
- Telemarketing
- HIPAA compliance
- Claims processing
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Personal Information
Willing To Relocate: Anywhere
Timeline
Benefit Verification Specialist
Everise
05.2024 - Current
Case Manger
Movate
04.2021 - 05.2023
Customer Service Representative
Caliber Collision
12.2019 - 09.2020
Advocate Member Service Representative
Alorica
04.2018 - 09.2018
Customer Service Representative
FULLBEAUTY Brands
04.2018 - 12.2019
Diploma -
Andress High School
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