Experienced healthcare professional with 10 years of expertise in financial counseling and insurance verifications. Demonstrated track record of efficiently facilitating patient clearance processes, ensuring timely and accurate financial transactions, and minimizing risks. Collaborative approach in working with payors to optimize reimbursement outcomes. Seeking the Patient Financial Clearance Representative position to apply extensive knowledge in patient account management and insurance protocols for the benefit of patients and the organization.
Hi, I’m
Brittaney Jones
Hanahan,SC
Summary
Overview
11
years of professional experience
Work History
Nordic Global
IT Service Desk Agent I
01.2024 - Current
Job overview
- Challenge: Faced a high volume of customer inquiries requiring quick resolution to maintain satisfaction
- Action: Delivered customer support via phone, email, and chat, resolving issues efficiently while documenting interactions in CRM software
- Result: Improved customer satisfaction ratings by 15% through effective issue resolution and follow-up
Roper St. Francis Healthcare
Financial Counselor/Call Center Operator
03.2020 - 01.2024
Job overview
- Challenge: Managed a complex workflow involving patient inquiries, insurance verifications, and financial assessments, risking delays in patient care
- Action: Handled 30-40 calls daily, executing insurance verifications, securing authorization for patient treatments, and ensuring alignment with treatment protocols
- Result: Enhanced financial stability by successfully securing authorizations for over 90% of cases, leading to improved patient access to necessary treatments
National Allergy & ENT
Telephone Triage Specialist
06.2018 - 02.2020
Job overview
- Challenge: Coordinated a high volume of patient communications that risked delays in service delivery
- Action: Managed scheduling and pre-registration for specialist examinations, streamlining transitions from primary care
- Result: Increased patient access to specialists by 25%, ensuring timely and accurate medical care
Create Space
Customer Support Analyst
04.2017 - 01.2018
Job overview
- Challenge: Faced complex customer inquiries that hindered efficient service delivery
- Action: Resolved intricate issues while documenting interactions and training on new industry developments
- Result: Surpassed quality and productivity objectives by 20%, leading to improved customer satisfaction
T-Mobile
Retail Sales/Store Operations Associate
09.2013 - 04.2017
Job overview
- Challenge: Ensured a positive shopping experience in a competitive retail environment
- Action: Provided knowledgeable product guidance and resolved customer issues promptly while maintaining accurate financial transactions
- Result: Achieved a 30% increase in repeat business through exceptional customer service and product knowledge
Nason Medical Center
Front Desk Specialist
01.2015 - 10.2015
Job overview
- Challenge: Required efficient management of patient flow and accurate data entry for billing processes
- Action: Managed approximately 30 incoming calls, emails and faxes per day from customers; provided comprehensive information on services and triaged patient concerns while coordinating with medical staff
- Result: Improved patient engagement and satisfaction through streamlined processes and effective communication
Education
Centura College North Charleston, SC
Medical Billing & Coding from Certificate of Completion
03.2011
University Overview
W.J. Keenan High School Columbia, SC
General Education from Certificate of Completion
06.2002
University Overview
Skills
- Customer Service Support
- Financial Counseling
- Communication & Teamwork
- Problem-Solving & Time Management
- Listening Skills
- Attention to Detail & Stakeholder Engagement
- Insurance Coverage Verification
- Patient confidentiality
- HIPAA Compliance
- Documentation
- Ticketing system proficiency
- Proficient in Epic
Timeline
IT Service Desk Agent I
Nordic Global
01.2024 - Current
Financial Counselor/Call Center Operator
Roper St. Francis Healthcare
03.2020 - 01.2024
Telephone Triage Specialist
National Allergy & ENT
06.2018 - 02.2020
Customer Support Analyst
Create Space
04.2017 - 01.2018
Front Desk Specialist
Nason Medical Center
01.2015 - 10.2015
Retail Sales/Store Operations Associate
T-Mobile
09.2013 - 04.2017
Centura College
Medical Billing & Coding from Certificate of Completion
W.J. Keenan High School
General Education from Certificate of Completion
References
References
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