Brittany Polk
Saint Robert,MO
Summary
Seasoned professional with 6 years combined experience in healthcare administration, health information management, and healthcare customer service. Skilled in data entry, utilization of multiple EMR / EHR systems, health insurance verification, with efficient problem-solving skills. Proven track record in providing quality results, high accuracy, and positive customer experiences.
Overview
7
7
years of professional experience
Work History
Release of Information Specialist (Hybrid)
Verisma Systems, Inc
06.2022 - 06.2024
- Managed and processed high volumes of record requests in compliance with HIPAA regulations and organizational policies, ensuring timely and accurate delivery of information.
- Delivered exceptional customer service by managing routine inquiries and assisting with complex and sensitive cases, leading to enhanced customer satisfaction.
- Utilized skills in multitasking, simultaneously interacting with customers and documenting calls via computer system with proficient typing skills of 50 wpm.
- Proficient in Microsoft Outlook, Excel, Word, and Teams as used on a daily basis for effective and efficient work processes.
- Maintained exceptional attention to detail while reviewing and verifying patient records for accuracy before release, minimizing errors and ensuring data integrity.
- Organized and managed personal productivity data input in Microsoft Excel, reaching quality metrics of over 100% in accuracy, efficiency, and attendance for 2 years.
- Utilized strong time management abilities to meet deadlines and prioritize tasks in a fast-paced environment by reducing records release turn around time from 5 to 7 days to 1 to 2 days.
Medical Receptionist
Center for Sight & Medispa
06.2020 - 08.2021
- Managed multi-phone lines and facilitated 30-40 calls and multiple emails per day via computer systems to responds to all written and telephone inquiries from patients and medical staff.
- Accurately input patient data into EHR system on a daily basis, to include new patient charting, insurance verification and updates, demographic changes or prescription refill requests, and appointment cancellations and rescheduling.
- Warmly welcomed 50 to 60 patients per shift, coordinated check-in and check-out, collected and verified insurance and directed them to their destination.
- Demonstrated an in-depth understanding of the healthcare industry, insurance, internal processes, and federal and state privacy laws, including HIPAA.
- Proficient in verbal and written communication, with strong interpersonal skills and the ability to engage effectively with diverse customers.
Patient Care Representative
Gastro One
01.2019 - 06.2020
- Managed 70-80 Inbound call from patients addressing inquiries and resolving patient inquiries promptly.
- Utilized computer systems to maintain up to date patient records and managing patient relationships to ensure timely and effective communication with patients.
- Managed scheduling 50 to 60 patient appointments per day, verifying insurance, and reminder calls, optimizing provider schedules for maximum efficiency.
- Demonstrated a commitment to providing excellent customer experience by consistently maintaining a high level of empathy, patience, and professionalism in resolving patients' queries.
- Adapted quickly to industry changes, including updates in federal and state legislation, to maintain compliance and provide accurate information.
- Demonstrated ability to manage, enter, and organize patient data effectively while working independently in a high-volume medical facility.
Customer Service Representative
Teleperformance
01.2017 - 08.2018
- Assisted members, by phone, in understanding their Managed Care Plan by providing in depth benefit information.
- Handled and resolved 80 - 100 inbound calls per shift, utilizing problem-solving skills to efficiently resolve member inquiries regarding Medicaid account.
- Researched and analyzed customer issues, utilizing company systems and adhering to policies and regulations to ensure accurate resolutions.
- Demonstrated expertise in service recovery, turning complaints into positive experiences and contributing to business growth.
- Maintained a CSAT score of 5, on a scale of 1 to 5 for 12 consecutive months.
- Promoted to Subject Matter Expert (SME) in 6 months.
Education
High School Diploma -
Bolton High School
Arlington, TN05.2007
Skills
- Patient Information Management
- Data Entry
- Insurance Verification
- Administrative Support
- Clerical Duties
- Customer Service
- Medical Inquiries
- Complaint Resolution
- EMR/EHR
- Follow Up Communications
- Multitasking
- Appointment Scheduling
Timeline
Release of Information Specialist (Hybrid)
Verisma Systems, Inc
06.2022 - 06.2024
Medical Receptionist
Center for Sight & Medispa
06.2020 - 08.2021
Patient Care Representative
Gastro One
01.2019 - 06.2020
Customer Service Representative
Teleperformance
01.2017 - 08.2018
High School Diploma -
Bolton High School
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