Summary
Overview
Work History
Education
Skills
Timeline
Generic

BRIANNA KINCEY

Woodstock,GA

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.

Overview

7
7
years of professional experience

Work History

Front Office

Northside Cherokee Pediatrics
05.2023 - Current
  • Registered new patients and updated existing patient demographics by collecting detailed patient information.
  • Protected patients' rights by maintaining confidentiality of medical, personal and financial information.
  • Verified patient information by interviewing patient, recording medical history and confirming purpose of visit.
  • Assessed calls and inquiries to prioritize services based on medical emergencies.
  • Collected deductibles and copays to post money to patient accounts.
  • Coordinated medical records management, ensuring accuracy, confidentiality, and timely access for healthcare providers.
  • Facilitated patient flow by effectively managing appointments, walk-ins, and cancellations.

Provider Onboarding Specialist

Delta Dental
11.2022 - Current
  • Monitored credentials and contacted practitioners when expiration dates were nearing.
  • Prepared and processed provider enrollments with Medicare and Medicaid in multiple states.
  • Assisted clients with completion of applications and paperwork.
  • Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.

Front Office Specialist/Scheduler

WellStar Health System Inc
09.2021 - 07.2022
  • Scheduled appointments, sent reminders and updated master calendar.
  • Greeted, registered and checked in patients.
  • Ran form copies, faxed information and made phone calls to patients, other providers and insurance companies.
  • Directed phone inquiries, answered customer questions, and scheduled appointments.
  • Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
  • Determined amounts due and accepted payments.
  • Restocked supplies and submitted purchase orders to maintain stock levels.

Healthcare Scheduler

Extremity Healthcare
11.2020 - 09.2021
  • Handled complaints and questions, and re-directed calls to other team members.
  • Scheduled follow up calls with potential patients to gain interest in scheduling appointments.
  • Acted as first point of contact and set appointments for prospective clients.
  • Answered phone calls and answered questions from potential patients.

Quality Assurance Specialist

Fanueil
04.2020 - 11.2020
  • Addressed non-conformance issues, pausing production to correct errors.
  • Listened to calls live or side by side while communicating feedback. Encouraged good practices and discouraged bad ones. Identified calls failing to meet predefined standards and identified the problem. Implemented agent training and coaching initiatives. Provided customer feedback and internal compliance feedback to management.

Office Administrator

Foundations For The Future
04.2020 - 09.2020

Administered record keeping. Developed rapport with parents, conducted tours and explained procedural questions, trained and mentored teachers and staff, and also assisted in the hiring training and evaluation of staff.

  • Maintained professional demeanor by staying calm when addressing unhappy or angry parents.
  • Tracked office supplies and restocked low items to keep team members on-task and productive.
  • Interacted with parents by phone, email, or in-person to provide information.

Customer Service Representative

Fanieul ( Georgia Natural Gas)
01.2020 - 04.2020
  • Promoted available products and services to customers during service, account management, and order calls.
  • Developed and updated databases to handle customer data.
  • Reached out to customers after completed sales to suggest additional service or product purchases.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Process order inquiry calls, initiate service orders and provide service order status update. Process Billing calls; investigate meter read and other inquires related to billing accuracy or payment. Process correspondence and update customer accounts. Processing refunds, compensation request & changes to accounts. Assessment and re-assessment of payment arrangements, giving information about current offers available. Route escalated customer issues to higher level employees for resolution. Tag, log, or otherwise enable root cause analysis for each non-emergency call for reporting purposes. Execute outbound call messaging as indicated for various purposes e.g. collections, service orders, tree trimming, street lights, denial of access, and guard lights.

Front Office Coordinator

Southeast Alabama Medical Center, SAMC
08.2018 - 08.2019
  • Supported office staff and operational requirements with administrative tasks.
  • Performed various administrative tasks by filing, copying and faxing documents.
  • Completed administrative patient intakes with case histories, insurance information and mandated forms.
  • Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
  • Maintained current and accurate medical records for patients.
  • Answered telephone calls to offer office information, answer questions, and direct calls to staff.

Registration Clerk

Southeast Alabama Medical Center
06.2017 - 08.2018
  • Generated medical reports on patient admissions, treatment and discharge for disbursement to various departments.
  • Assisted other clerks with front desk duties, answering questions and accurately using reservation system.
  • Verified insurance benefits and obtained pre-authorizations before any medical procedures were performed.
  • Entered patient information into payment system accurately for billing purposes.
  • Answered patient questions and inquiries regarding registration process and documentation.
  • Processed medical records requests, assuring release only to appropriate parties proper authorization.
  • Explained form wording to patients to help each understand information required.

Education

High School Diploma -

Dothan Highschool
Dothan, AL

Skills

  • Administrative Support
  • Disciplinary Procedures
  • Customer Experience
  • Customer Service and Assistance
  • Adaptable to Changing Conditions
  • Eligibility Determinations
  • Onboard New Hires
  • Policy and Procedure Writing
  • In-Person and Telephone Interviewing
  • Time management
  • Active listening
  • Telephone etiquette
  • Attention to detail
  • Computer proficiency
  • Scheduling and Calendar Management

Timeline

Front Office

Northside Cherokee Pediatrics
05.2023 - Current

Provider Onboarding Specialist

Delta Dental
11.2022 - Current

Front Office Specialist/Scheduler

WellStar Health System Inc
09.2021 - 07.2022

Healthcare Scheduler

Extremity Healthcare
11.2020 - 09.2021

Quality Assurance Specialist

Fanueil
04.2020 - 11.2020

Office Administrator

Foundations For The Future
04.2020 - 09.2020

Customer Service Representative

Fanieul ( Georgia Natural Gas)
01.2020 - 04.2020

Front Office Coordinator

Southeast Alabama Medical Center, SAMC
08.2018 - 08.2019

Registration Clerk

Southeast Alabama Medical Center
06.2017 - 08.2018

High School Diploma -

Dothan Highschool
BRIANNA KINCEY