Brittney Davis
Lakeland,Florida
Overview
10
10
years of professional experience
Work History
Incident Case Manager
Advantage Communications
Lakeland , FL
07.2021 - Current
- Developed, implemented, and maintained incident management policies and procedures.
- Identified potential risks and created plans to mitigate them.
- Provided guidance on response strategies for critical incidents.
- Monitored system performance metrics to identify trends or anomalies.
- Conducted post-incident reviews to assess effectiveness of incident management processes.
- Performed root cause analysis to determine underlying causes of incidents.
- Built relationships with customers to understand their needs and expectations regarding incident resolution.
- Collaborated with other departments on cross-functional projects impacting incident management processes.
- Acted as a liaison between internal teams and external vendors when needed.
- Prioritized each incident based upon its impact on business and escalated issues considered major threats.
- Remained calm and poised during high-priority incidents.
- Recruited talented employees to be part of incident response taskforce, training each to be prepared for array of possible events.
Team Lead
Advantage Communications
Lakeland, FL
11.2020 - 07.2021
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Developed strategies to increase team productivity and improve customer service levels.
- Conducted performance appraisals for team members, providing feedback and identifying areas of improvement.
- Resolved escalated customer complaints or queries promptly and efficiently.
- Ensured compliance with company policies and procedures throughout the team.
- Monitored team performance against targets, taking corrective action where necessary.
- Identified opportunities for process improvements, implementing changes when required.
- Assisted the manager in setting achievable goals for the team while monitoring progress towards them.
- Motivated staff through positive reinforcement techniques.
- Maintained accurate records of employee attendance and task completion times.
- Held regular one-on-one coaching sessions with staff members to encourage personal development.
- Fostered positive employee relationships through communication, training and development coaching.
- Completed daily quality assurance duties to provide feedback for improvements.
- Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
Patient Financial Counselor
Lakeland Regional Health
Lakeland, FL
01.2019 - 11.2020
- Counseled patients on financial obligations associated with their medical care.
- Analyzed patient account data and determined payment plans based on individual needs.
- Worked closely with insurance companies to ensure accurate reimbursement for services rendered.
- Developed rapport with patients to discuss sensitive financial matters in a professional manner.
- Assisted patients in understanding the details of their bills, including deductibles and co-pays.
- Provided clear explanations of billing policies and procedures to both internal and external customers011
- Researched discrepancies between charges and payments received from insurance companies or other sources.
- Performed follow up calls to collect outstanding balances from patients who were unable to make payments at time of service.
- Documented all interactions with patients regarding billing issues in a timely manner.
- Collaborated with hospital staff members to resolve complex billing issues.
- Processed credit card payments accurately and securely.
- Prepared detailed invoices for uninsured patients according to state laws.
- Identified potential bad debt write-offs by analyzing patient accounts.
- Provided assistance in resolving coding errors that resulted in inaccurate billings.
- Collaborated with clinical and administrative staff to meet patient needs.
- Cultivated positive relationships with patients to help facility meet satisfaction scores and patients obtain best possible care.
Physician Answering Service
Lakeland Regional Health Medical Center
Lakeland , FL
01.2014 - 07.2019
- Provided crisis intervention support for clients in emergency situations.
- Collaborated with medical professionals to coordinate treatment plans for clients.
- Collaborated with other healthcare professionals to coordinate optimal care for each patient.
- Communicated effectively with staff members, colleagues and other healthcare providers.
- Adhered to hospital policies, procedures and standards of care.
- Attended continuing education courses to stay current on best practices in the field.
- Consulted with specialists regarding complex cases when appropriate.
- Kept patient information confidential and respected patients' rights to privacy according to HIPAA requirements.
- Referred patients to medical specialists or other practitioners for more specialized courses of treatment.
- Maintained strict patient privacy and confidential patient information, taking care to meet HIPAA guidelines and statutes for data security.
Education
High School Diploma -
Southeastern University
Lakeland, FL01.2005
Skills
- Needs Assessment
- Case Management
- Community Outreach
- Client Advocacy
- Regulatory Compliance
- Quality Assurance Controls
- Conflict Resolution
- Problem-Solving
- Positive Attitude
- Documentation and Reporting
Affiliations
- Active in community events
- Volunteers at a Local school monthly providing cooking lessons to middle school aged kids
Accomplishments
- I have been recognized as Employee of The Year
- I have received a Genuine Leadership Award
Languages
English
Professional
Timeline
Incident Case Manager
Advantage Communications
07.2021 - Current
Team Lead
Advantage Communications
11.2020 - 07.2021
Patient Financial Counselor
Lakeland Regional Health
01.2019 - 11.2020
Physician Answering Service
Lakeland Regional Health Medical Center
01.2014 - 07.2019
High School Diploma -
Southeastern University