BriAnne Koo
Blacklick,OH
Summary
Multifaceted supervisor with proven customer service expertise, strong attention to detail, and superior work ethic. Proficient in supporting customer service teams by addressing escalated issues and assisting with troubleshooting. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback.
Overview
20
20
years of professional experience
Work History
Patient Access Supervisor
Nationwide Children’s Hospital
08.2022 - Current
- Supervise staff of 28 assigned to work unit and contingent positions
- Work with the manager in hiring, terminating, and counseling staff
- Collect and monitor employee’s productivity and quality
- Evaluate performance of assigned staff and complete Performance Appraisal form
- Document and provide timely feedback regarding concerns received about staff’s behavior or job performance
- Implement and enforce department’s policies and procedures
- Guide department to meet set goals and standards
- Schedule and conduct monthly team meetings
- Ensure time and attendance are completed for the department each pay period
- Ensure appropriate staffing needs are maintained in all areas of the department
- Deal directly with patients, parents, third parties, vendors, management, and all levels of hospital staff
- Act as liaison between the department and other hospital departments in billing needs and requirements
- Educate staff on, governmental regulations, contract requirements, and anticipated future needs
- Ensure that all unit staff remain compliant with government regulations
- Strive to find solutions to hospital and department-wide operational issues affecting accounts receivable or customer service
- Updated registration workflow to become more efficient
- Trained new staff on hospital processes and procedures.
Lead Customer Service Financial Assistance
Nationwide Children's Hospital
01.2019 - 08.2022
- Initially hired to customer service but quickly promoted due to exceptional performance
- Assigned and monitored hourly workload for staff
- Trained new employees and provided continuing education to existing employees
- Assisted staff with questions and escalated calls
- Performed tasks of a Customer Service Representative when needed
- Assisted supervisor in identifying areas for improvement
- Interviewed potential candidates for Customer Service
- Worked with supervisor and other lead to determine best practices for Customer Service and Financial Assistance
- Performed quality assurance on customer service and financial assistance representatives
- Worked daily inbound call, IVR, and credit card total reports
- Assisted with adding to and maintaining Customer Service, Financial Assistance, and Lead One Note guides
- Took management classes provided by Nationwide Children’s Hospital
- Performed testing for the PersonaPay project to delivered feedback to the development team
- Trained all staff and supervisors prior to go live for PersonaPay
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
Patient Accounts Customer Service Representative
Nationwide Children's Hospital
09.2018 - 12.2018
- Responsible for providing excellent customer service with compassion and accuracy to guarantors and patients
- Answered callers’ questions regarding current balances and claim processing
- Negotiated payment plans to ensure timely payment of accounts
- Assisted callers with applying for financial assistance
- Documented calls accurately to ensure proper follow-up
- Provided callers information on what CPT codes and ICD 10 coding were billed
- Worked with insurance companies to resolve claim processing issues
- Accessed multiple websites to verify commercial and Medicaid healthcare coverage
- Worked with co-workers and supervisors to resolve callers’ issues
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Verified insurance eligibility and coverage for patients.
Employer Service Representative
State of Ohio, BWC
10.2016 - 07.2018
- Responsible for providing information and assistance to internal and external customers
- Accountable for offering premium customer service and concise information via telephone, webchat, and written communication
- Trained new employees
- Attended continuing education classes to stay up to date on policies and procedures
- Provided support to supervisor in identifying potential new workflows and training methods
- Selected to lead committee formed to update online job aids for employees
- Coordinated with other departments to resolve customer issues
- Assisted employers with detailed financial inquiries regarding payments, payroll reporting, invoicing issues, and credit balances
- Educated policyholders on programs, policies/procedures, and laws pertaining to acquisitions
- Advised and provided technical assistance to injured workers, employers, providers, attorneys, managed care organizations, internal customers, and the public including navigation of the BWC website and e-accounts
- Assisted injured workers with claim and compensation issues
- Member of Wellness and Combined Charitable Campaign committees
- Maintained productivity and quality standards at all times.
- Helped a large volume of customers daily with a positive attitude and focused on customer satisfaction.
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Accepted payments and updated accounts with the latest information.
Cass Information
01.2005 - 01.2016
- Responsible for accurately processing payments for multiple freight accounts and determining what was payable on the account
- Managed multiple accounts to be paid by following the guidelines for each company's standards and procedures
- Determined the accuracy of accounts to be processed
- Entered data from each freight bill to be processed for payment
- Corrected discrepancies from bills that have been processed in error
- Required strong organizational and time management skills to process bills promptly
- Worked closely with supervisors to resolve any billing issues
Customer Service Representative
Anthem BCBS
05.2003 - 06.2004
- Responsible for offering premium customer service and concise information via telephone conversations and correspondence to insured members and medical providers
- Responded to medical facilities regarding patient claims and how to submit for payment
- Evaluated medical claims for accurate medical coding for payment and contractual adjustments
- Researched medical claims to ensure proper payment scale was applied
- Answered phone calls from insured members to resolve issues regarding benefits
- Handled calls from unsatisfied medical professionals and insured members who were at times difficult to appease
- Assisted other team members with correspondence and follow up
Education
Bachelor of Science - Business Administration Focus: Industrial-Organizational Psychology
Southern New Hampshire University
Manchester, NH05.2024
High School Diploma -
Westerville North High School
Westerville06.1997
Skills
- Patient Account Reviews
- EPIC
- Organization and Time Management
- Continuous Improvement Process
- Weekly Payroll
- Problem Identification
- Employee Performance Reviews
- Insurance Company Knowledge
- Team Leadership
- Verbal and Written Communication
Timeline
Patient Access Supervisor
Nationwide Children’s Hospital
08.2022 - Current
Lead Customer Service Financial Assistance
Nationwide Children's Hospital
01.2019 - 08.2022
Patient Accounts Customer Service Representative
Nationwide Children's Hospital
09.2018 - 12.2018
Employer Service Representative
State of Ohio, BWC
10.2016 - 07.2018
Cass Information
01.2005 - 01.2016
Customer Service Representative
Anthem BCBS
05.2003 - 06.2004
Bachelor of Science - Business Administration Focus: Industrial-Organizational Psychology
Southern New Hampshire University
High School Diploma -
Westerville North High School
Similar Profiles
Marthelisa Gutierrez VillarroelMarthelisa Gutierrez Villarroel
Patient Care Assistant C5A Behavioral Health/Gen Med at Nationwide Children’s HospitalPatient Care Assistant C5A Behavioral Health/Gen Med at Nationwide Children’s Hospital
Brittnee MckenzieBrittnee Mckenzie
Tier 2 Analyst at NATIONWIDE CHILDREN’S HOSPITALTier 2 Analyst at NATIONWIDE CHILDREN’S HOSPITAL
Cassidy MillerCassidy Miller
Registered Nurse, Primary Care at Nationwide Children’s HospitalRegistered Nurse, Primary Care at Nationwide Children’s Hospital
Shauna SmithShauna Smith
Registered Nurse - Orthopedics at Nationwide Children’s HospitalRegistered Nurse - Orthopedics at Nationwide Children’s Hospital
Ivan GjurchinovskiIvan Gjurchinovski
Receiving Associate at MenardsReceiving Associate at Menards