Summary
Overview
Work History
Education
Skills
Timeline
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BRITNEY DANIELS

Bridgeton,MO

Summary

Highly organized and detail-oriented worker, with a drive to exceed expectations. Ability to analyze data, develop strategies, and provide solutions to complex problems. Seeking to leverage skills and knowledge to contribute to team success.

Overview

17
17
years of professional experience

Work History

Mortgage Servicing Professional Collections Sr.

Cenlar FSB
11.2024 - Current
  • Provided efficient and courteous service to customers at all times.
  • Collaborated with departmental leaders to establish organizational goals, strategic plans and objectives.
  • Developed effective strategies to reduce delinquency rates, increase customer satisfaction, and maximize revenue recovery.
  • Successfully handled high-volume calls from delinquent customers.
  • Developed strong communication skills to negotiate payment plans with customers.
  • Executed collection calls and correspondence to solicit payment on overdue account balances.
  • Analyzed customer financials for potential solutions to delinquency issues.
  • Monitored outstanding account balances and determined need for further collections action.
  • Received payments and post amounts paid to customer accounts.
  • Arranged for debt repayment and established repayment schedules, based on customers' financial situations.
  • Proficiently handled high call volumes while maintaining quality service standards.
  • Met performance goals and call center metrics in fast-paced performance setting.
  • Answered calls, left voicemails, and scheduled follow-up calls to drive customer engagement.

PROVIDER RELATIONS ADVOCATE SR

UNITED HEALTH GROUP
04.2016 - 11.2024
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards, also meeting company metrics consistently.
  • Thoroughly review, analyze, and research complex health care claims to identify discrepancies, verify pricing, confirm prior authorizations, and process them for payment.
  • Streamlined communication channels through implementation of centralized contact system for providers and internal teams.
  • Maintained knowledge of benefits claim processing, claims principles, medical terminology, and procedures and HIPAA regulations.
  • Demonstrated adaptability through cross-training in various roles within pharmacy setting to better serve customers as needed.
  • Developed comprehensive understanding of ICD-10-CM, CPT, and HCPCS codes to ensure proper use in medical coding assignments.
  • Reduced claim denial rates with thorough pre-appeal reviews, identifying potential issues before submission.
  • Trained team members on new hotel services and products to support promotional efforts.
  • Strengthened customer loyalty by providing excellent service during interactions with both internal teams and external partners such as insurance carriers or other healthcare organizations.
  • Enhanced customer satisfaction with proactive communication, timely issue resolution, and continuous process improvement initiatives.
  • Investigated billing disputes between providers and payers while maintaining positive working relationships with both parties.
  • Managed day-to-day inquiries from providers via phone or email ensuring prompt response time frames were met.
  • Provided consultation on contract language, fee schedules, credentialing processes, and other related topics.
  • Maintained knowledge of federal, state, local laws and regulations related to healthcare industry standards.

GENERAL MANAGER

TMX FINANCE
06.2010 - 04.2016
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Implemented business strategies, increasing revenue, and effectively targeting new markets.
  • Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
  • Organized promotional events and interacted with community to increase sales volume.
  • Increased profit margins by effectively controlling budget and overhead and optimizing product turns.

BRANCH MANAGER

ACE CASH EXPRESS
01.2008 - 05.2010
  • Continuously monitored branch performance against key performance indicators, taking actions as needed to ensure objectives were met or exceeded.
  • Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
  • Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
  • Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.
  • Increased branch profitability by implementing cost-saving measures and streamlining operational processes.

Education

Highschool diploma - undefined

Smart Horizons
FL

Healthcare Transition Certificate - undefined

School of Continuing & Professional Studies at Washington University
MO

Associate Of Business Administration -

University of Phoenix
Tempe, AZ
06.2021

Skills

  • Insurance Regulations
  • Healthcare Industry Knowledge
  • Health plan operations
  • Project Management
  • Dispute Resolution
  • Exceptional written and vocal communicator
  • Document review
  • Payment processing
  • Call center operations
  • Debt restructuring
  • Collections management
  • Document preparation
  • Teamwork and collaboration

Timeline

Mortgage Servicing Professional Collections Sr.

Cenlar FSB
11.2024 - Current

PROVIDER RELATIONS ADVOCATE SR

UNITED HEALTH GROUP
04.2016 - 11.2024

GENERAL MANAGER

TMX FINANCE
06.2010 - 04.2016

BRANCH MANAGER

ACE CASH EXPRESS
01.2008 - 05.2010

Highschool diploma - undefined

Smart Horizons

Healthcare Transition Certificate - undefined

School of Continuing & Professional Studies at Washington University

Associate Of Business Administration -

University of Phoenix

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BRITNEY DANIELS