Brittney Heibner
San Antonio,Texas
Summary
Dedicated and hard working professional who brings strong customer service skills and multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Organized and dependable candidate with proven success at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
10
10
years of professional experience
Work History
RELEASE OF INFORMATION SPECIALIST-Site Supervisor
MRO CORP
08.2020 - Current
- Received incoming requests for information and responded to requests by opening mail, electronic fax transmissions, assisting walk-ins and telephone inquiries, and retrieving facsimile inquiries in a timely manner
- Completed release of information requests including retrieving patient's medical charts and returning charts, copying/scanning medical records accurately and correctly, according to requests, established procedures, and established standards of quality and productivity; and electronically transmits medical record to processing operations
- Performed quality checks on all work to assure accuracy of the release, confidentiality, and proper invoicing
- Provided excellent customer service by being attentive, respectful and professional at all times to ensure that client's needs were understood and followed through on in a timely and professional manner at all times.
- Demonstrates helpful and effective telephone etiquette and customer service skills by providing appropriate information to callers.
- Reduced errors in released records by thoroughly reviewing documentation before submission.
- Developed strong relationships with external clients, enhancing collaboration on complex cases requiring comprehensive record releases.
- Supported colleagues during peak periods or absences by taking on additional workload when needed, demonstrating teamwork and flexibility.
- Resolved medical record discrepancies by collecting and analyzing information and followed up with medical staff regarding missing information in patient records.
- Assisted in updating company policies and processes related to release of information, ensuring alignment with changing regulatory requirements.
- Developed comprehensive training materials for new team members, facilitating swift onboarding and increased productivity.
- Worked with multiple electronic record systems to retrieve requested medical documentation, created SOPs for retrieval processes, and trained new admins.
- Maintained detailed records of client interactions, allowing for better understanding of needs and preferences for future engagements.
- Investigated and resolved customer inquiries and complaints quickly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Participated in regular meetings with management to discuss performance goals, strategies for improvement, and ongoing challenges faced by the team.
CUSTOMER SERVICE REPRESENTATIVE I
CIOX HEALTH, LLC
11.2019 - 08.2020
- Received incoming requests for information and responded to requests by opening mail, assisting walk-ins and telephone inquiries, and retrieving facsimile inquiries in a timely manner
- Date stamped all requests and highlights pertinent data to facilitate processing
- Validated requests and authorizations for release of medical information according to established procedures and HIPAA guidelines
- Completed release of information requests including retrieving patient's medical charts and returning charts, copying/scanning medical records accurately and correctly, according to requests, established procedures, and established standards of quality and productivity; and electronically transmits medical record to processing operations
- Performed quality checks on all work to assure accuracy of the release, confidentiality, and proper invoicing
- Provide excellent customer service by being attentive, respectful and professional always; insures understanding of customer request and follows-through as promised; being proactive in identifying and addressing member concerns, or problems
- Demonstrates helpful and effective telephone etiquette and customer service skills by providing appropriate information to callers
- Maintained working knowledge of the current state laws regarding fee structure, and HIPAA regulations as well as facility policies and procedures in regard to release of information.
ACCOUNTS RECEIVABLE PARALEGAL
JUDICIAL SERVICES COMPANY
08.2018 - 08.2019
- Maintained accurate records of all financial transactions, ensuring compliance with company policies and procedures.
- Ensured that services provided to clients were billed and submitted for payment in a timely manner.
- Contributed to the company''s financial success by consistently meeting and exceeding performance metrics for accounts payable/receivable management.
- Maintained account accuracy by reviewing and reconciling checks weekly.
- Generated and distributed monthly customer statements.
- Verified discrepancies to resolve vendor billing issues and researched billing errors and discrepancies to initiate corrective action.
- Promoted client satisfaction through swift response to inquiries about account balances or payment arrangements.
- Developed and documented collection procedures and policies.
- Established relationships with customers to encourage payment of delinquent accounts.
- Ensured all collection correspondences and attempts were accurately documented.
DATA ENTRY SPECIALIST
JUDICIAL SERVICES COMPANY
02.2018 - 08.2018
- Processed attorney orders for discovery retrieval
- Drafted discovery documents, such as subpoenas, notices of intention, written deposition questions, etc
- Ensured orders are processed by the company's 48 hour guaranteed turnaround
- Managed operations by following policies and procedures; reporting changes as needed
- Ensuring all database information is up to date with the most current information
- Managing filing and routing of source documents after entry
- Quality controlling documents for accuracy
- Documented data entry completions in corresponding logbooks
- Identified, corrected and reported data entry errors
- Drafted reports to inform upper management and stakeholders
- Verified and logged deadlines in response to daily inquiries and requests
- Verified information in computer system to check for updated data and accuracy
- Communicated with coworkers regarding deadlines and project milestones.
PARALEGAL
JUDICIAL SERVICES COMPANY
01.2015 - 02.2018
- Built and managed client relationships
- Answered phone calls and e-mails received by clients regarding their cases
- Receiving and processing of new client orders
- Managing client case files and prioritizing workload based on due dates
- Auditing files and keeping clients up to date on the status of orders with bi-weekly status e-mails, detailing the work that has been done on their files
- Working with the record retrieval team to ensure clients are informed of cases needing additional information or legal assistance
- Ensuring all clients receive the highest levels of service.
LITIGATION SUPPORT SPECIALIST
JUDICIAL SERVICES COMPANY
08.2014 - 12.2014
- Properly and timely process attorney requests for assistance in obtaining discovery material
- Conducting research to locate up to date information for proper service of subpoenas
- Conducting follow-up calls to custodians and using HIPAA, state, and federal rules to ensure medical records were obtained in a timely manner
- Issuing notices of non-compliance to custodians/facilities when necessary
- Processing invoices and corresponding payments associated with obtaining records, and ensuring all charges follow state guidelines
- Scheduling third party notary or couriers as needed
- Processed correspondences and/or requests for additional information from custodians so additional research can be completed when required
- Trained all incoming staff on office procedures and case specific duties
- Organized client calendars, prepared mailings and handled high call volumes.
Education
Associates in Paralegal Studies -
Kaplan College
01.2014
South San Antonio High School
01.2011
Skills
- Customer Service
- Attention to Detail
- Medical Terminology
- HIPAA Compliance
- Data Entry
- Invoice Processing
- Electronic Health Record Specialist
- Software Knowledge
- Clerical Functions
- Interpersonal Communication
- Report Preparation
- Understanding Customer Needs
Timeline
RELEASE OF INFORMATION SPECIALIST-Site Supervisor
MRO CORP
08.2020 - Current
CUSTOMER SERVICE REPRESENTATIVE I
CIOX HEALTH, LLC
11.2019 - 08.2020
ACCOUNTS RECEIVABLE PARALEGAL
JUDICIAL SERVICES COMPANY
08.2018 - 08.2019
DATA ENTRY SPECIALIST
JUDICIAL SERVICES COMPANY
02.2018 - 08.2018
PARALEGAL
JUDICIAL SERVICES COMPANY
01.2015 - 02.2018
LITIGATION SUPPORT SPECIALIST
JUDICIAL SERVICES COMPANY
08.2014 - 12.2014
Associates in Paralegal Studies -
Kaplan College
South San Antonio High School
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