Brittany Brooks
Springfield,IL
Summary
Ambitious Operations Lead with extensive experience at Springfield Clinic, excelling in insurance verification, communication and patient registration. Proven track record in enhancing operational efficiency and resolving conflicts with exceptional customer service. Skilled in process optimization and team collaboration, ensuring streamlined patient experiences and maximizing accurate and efficient claim processing.
Overview
14
14
years of professional experience
Work History
Operations Lead
Springfield Clinic
Springfield, IL
02.2023 - Current
- Reconciled batch deposits
- Participated in strategic planning meetings to provide input on operational matters.
- Ensuring all staff members have the necessary resources, training and support to carry out their roles successfully.
- Resolving escalated issues involving customers or employees.
- Monitoring customer satisfaction levels and taking corrective action when needed.
- Processed referrals.
- Developing and implementing effective strategies to optimize operational performance.
- Ensuring compliance with applicable regulations and industry standards.
- Establishing key performance indicators to track productivity, quality standards.
- Conducting regular meetings with team members to discuss progress and identify areas for improvement.
- Creating reports on operational activities, performance metrics and customer feedback.
- Providing guidance and mentorship for staff members.
- Performed a variety of clerical and administrative duties pertaining to on-sight support.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Demonstrated strong problem-solving skills, resolving issues efficiently and reliability.
- Tracking revenue, ensuring efficiency, and accuracy in financial operations.
- Leading a team to ensure operational processes and procedures are followed efficiently and effectively.
- Trained, mentored and motivated new/current employees to maximize team productivity.
- Facilitated team meetings to discuss operational challenges and brainstorm solutions.
- Conducted regular performance evaluations, providing feedback and development opportunities to staff.
- Identified areas for improvement and implemented new processes to enhance overall company quality and performance.
- Implemented customer service standards that increased client satisfaction.
- Maintained positive working relationship with fellow staff and management.
Patient Access Specialist
Springfield Clinic
Springfield, IL
08.2018 - 02.2023
- Managed the patient check-in process, ensuring accurate data entry of demographics, insurance, and medical information.insurance authorizations to ensure coverage of services.
- Resolved issues related to the registration process, including eligibility verification and authorization problems.
- Coordinated scheduling of appointments across multiple departments to optimize patient care.
- Applied HIPPA privacy and security regulations while handling patient information.
- Processed referrals.
- Addressed patient inquiries and concerns, resolving issues in a timely and empathetic manner.
- Reviewed eligibility responses for services.
- Obtained necessary signatures for privacy laws and consent for treatment.
- Proficient in multiple computer applications including Athena, Touchworks and Allscripts.
- Maintained high levels of professionalism while interacting with customers via phone or patient portal.
- Developed effective working relationships with team members across multiple departments.
- Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
- Utilized knowledge base to answer inquiries from customers quickly and effectively.
- Attended regular training sessions on updates and changes within the industry or organization.
- Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Met or exceeded call speed, accuracy, and volume benchmarks.
- Updated customer accounts, addresses, and contact information within the call management database, team members, and managed employee relationships.
- Provided training to onboarding staff
Receptionist
Catholic Charities
Springfield, IL
07.2011 - 08.2018
- Ensured that all necessary forms were completed accurately prior to submitting them for processing.
- Provided administrative support to staff members including filing documents, scanning and copying documents when necessary.
- Assisted in maintaining office supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing orders for supplies; verifying receipt of supplies.
- Maintained an organized filing system of confidential client information in accordance with company policy.
- Greeted visitors and provided them with assistance.
- Processed customer payments using cash registers or point-of-sale terminals according to company policies and procedures.
- Answered incoming calls, took messages, and transferred calls to appropriate departments or personnel.
- Performed data entry tasks into various computer systems accurately and promptly.
- Managed all incoming mail distribution, courier services, faxes, and photocopying documents as requested.
- Scheduled and confirmed appointments, managing a complex calendar for multiple staff members.
Education
High School Diploma -
Tri-City
Buffalo, IL05-2007
Skills
- Operational efficiency
- Customer service
- Team leadership
- Employee training
- Process improvement
- Processing referrals
- Conflict resolution
- Proficient in multiple computer applications, including Athena, Touchworks, Teams, Allscripts, and Microsoft Word, Access, Excel, PowerPoint, and Outlook
- Data entry accuracy
- HIPPA compliance
- Collecting payments
- Time management
- 70 WPM typing speed
- Claims processing
- Insurance verification, authorization & eligibility
Timeline
Operations Lead
Springfield Clinic
02.2023 - Current
Patient Access Specialist
Springfield Clinic
08.2018 - 02.2023
Receptionist
Catholic Charities
07.2011 - 08.2018
High School Diploma -
Tri-City