Brianna Amber Joseph

FoodBox Project (Incoming Calls)

• Verify insurance eligibility using multiple MCP portals and conduct medical pre-screens to confirm program eligibility
• Complete enrollment applications and submit referrals through MCP portals for review and approval
• Update and maintain member information accurately in internal systems
• Schedule appointments with Health Navigators to support members with external referrals from their providers
• Send text messages to approved member phone numbers with guidance on obtaining referrals from insurance or PCPs
• Handle inbound calls professionally, providing timely assistance and program guidance
• Accurately document and enter member diagnoses using ICD-10 coding standards to support eligibility and program requirements

WellCare Project (Outgoing Calls)

• Conduct outbound wellness checks for Medicaid members to review flagged medications and health concerns
• Assist members with transferring to their PCP or pharmacy as needed for continued care
• Document member interactions and update records in compliance with program and regulatory requirements

• Respond to inbound calls from members, providers, and internal teams while maintaining strict HIPAA privacy and PHI security compliance
• Process authorizations, claims inquiries, and benefit explanations in accordance with healthcare policies and regulatory guidelines
• Safeguard protected health information (PHI) while resolving coverage, claims status, and accessibility issues
• Manage high-volume call queues efficiently while maintaining accuracy, confidentiality, and service quality standards
• Handle email requests for ID cards, authorizations, and customer service support within required turnaround times
• Complete Provider Relations service requests and collaborate cross-functionally to support member satisfaction
• Identify, document, and escalate service issues and potential compliance concerns as appropriate
• Read, interpret, and clearly explain Explanation of Benefits (EOBs) to help members understand copays coinsurance, and procedure costs

• Diagnose, troubleshoot, and resolve hardware, software, and network issues
• Install, configure, and maintain hardware, software, and system applications
• Communicate effectively with users to identify root causes and guide issue resolution
• Manage multiple support tickets simultaneously while meeting service-level expectations
• Document procedures, solutions, and technical processes to support ongoing operations
• Support application rollouts, test new technologies, and evaluate system performance

• Build customer confidence and loyalty through active listening and expert knowledge of AT&T products and services
• Resolve complex customer issues virtually using multiple systems, tools, and resources
• Explain billing statements, rate plans, and product features clearly to support customer understanding and retention
• Troubleshoot service and product issues to deliver timely, effective resolutions
• Process customer payments securely via ACH systems in compliance with company policies
• Manage high-volume call queues while maintaining service quality and performance standards

• Resolve customer and provider inquiries regarding durable medical equipment, applications, and eligibility requirements
• Coordinate with Medicare and other payers to verify coverage, process claims, and support approvals
• Review, interpret, and accurately enter customer and provider data to maintain complete and compliant records

• Adhere to HIPAA and FDCPA regulations while handling patient accounts and sensitive information
• Process checks, debit, and credit card payments through computer systems accurately and efficiently
• Handle workers’ compensation claims and resolve disputes, claims, and fraud cases
• Communicate and negotiate with insurance carriers and attorneys to reach agreements on patient accounts
• Verify patient accounts and pending payments with insurance carriers (Aetna, BlueCross BlueShield, Humana, Medicaid, Medicare) using Tax ID and NPI numbers
• Navigate multi-line phone systems (LiveVox) and CRM platforms (Latitude) to manage high-volume calls and document key interaction points