BRITTNEY SIMPSON
Dallas,TX
Summary
Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.
Knowledgeable medical office professional talented at correcting and resubmitting claims, preparing patient charts and reviewing health records to identify proper diagnosis codes for billing. Offers background in reviewing, analyzing and managing medical record information to obtain prior authorizations from insurance companies and ensure payment.
Overview
16
16
years of professional experience
Work History
Customer Care Representative
InfoCision
04.2022 - 09.2023
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Navigated multiple computer systems and applications to find information.
- Logged call information and solutions provided into internal database.
Registered Medical Assistant/ Coder
QuickCare Wellness
10.2019 - 04.2021
- Assisted with routine checks and diagnostic testing by collecting and processing specimens
- Obtained client medical history, medication information, symptoms, and allergies
- Called and faxed pharmacies to submit prescriptions and refills
- Completed clinical procedures and gathered patient data for interpretation by physician
- Processed insurance company denials by auditing patient files, researching procedures, and diagnostic codes to determine proper reimbursement
- Interacted with physicians and other healthcare staff to ask questions regarding patient services
- Correctly coded and billed medical claims for various hospital and nursing facilities
- Resourcefully used various coding books, procedure manuals, and on-line encoders
- Reviewed, analyzed, and managed coding of diagnostic and treatment procedures contained in outpatient medical records
- Guarded against fraud and abuse by verifying coded data accurately reflected services provided
- Reviewed outpatient records and interpreted documentation to identify diagnoses and procedures
- Utilized active listening, interpersonal, and telephone etiquette skills when communicating with others
- Verified signatures and checked medical charts for accuracy and completion.
Office Manager/Registered Medical Assistant
Freeman Allergy Clinic
03.2018 - 03.2020
- Developed close working relationships with front office and back office staff
- Implemented onboarding for new employees, which enabled each to effectively learn tasks and job duties
- Provided proper scheduling of patients, ensuring timely, and effective allocation of resources and calendars
- Consulted with healthcare professionals on business decisions
- Administered and documented medication and treatments and accurately recorded care
- Assessed health status by interviewing patient regarding current status and medical history
- Ordered and restocked medical and office supplies
- Monitored patient reactions after administering medications and IV therapies
- Delivered high level of quality care to diverse populations while overseeing patient admission and triaging based on acuity and appropriate department admission
- Quickly responded to situations impacting safety and security to unit, actualizing crisis prevention interventions to control and de-escalate situations.
- Managed 15 employees with various personalities and from different cultures for large physician practice.
Customer Service Specialist
Verizon Wireless Call Center
08.2011 - 07.2018
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
- Offered advice and assistance to customers, paying attention to special needs or wants
- Answered constant flow of customer calls with minimal wait times
- Clarified customer issues and determined root cause of problems to resolve product or service complaints
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Tracked customer service cases and updated service software with customer information
- Promoted available products and services to customers during service, account management, and order calls
- Participated in team meetings and training sessions to stay informed about product updates and changes
- Promptly responded to inquiries and requests from prospective customers
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
Medical Assistant Extern
Happi Urgent Care
11.2017 - 12.2017
- Documented vital signs and health history for patients in clinic and hospital environments
- Promoted office efficiency, coordinating charts, completing insurance forms, and helping patients with diverse needs
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations
- Collected and documented patient medical information such as blood pressure and weight
- Assisted with routine checks and diagnostic testing by collecting and processing specimens
- Gathered forms and copied insurance cards to collect patient information for billing and insurance filing
- Enhanced patient outcomes by providing knowledgeable education on procedures, medications, and other physician instructions
- Sought feedback and guidance from supervisors to continuously improve performance
- Prepared exam and treatment rooms for patient visits, availing all necessary supplies and equipment.
Medical Billing Specialist
West Telemarketing
03.2008 - 07.2011
- Identified, researched, and resolved billing variances to maintain system accuracy and currency
- Contacted clients with past due accounts to formulate payment plans and discuss restructuring options
- Assisted with billing inquiries and provided timely responses to enhance customer satisfaction
- Printed and reviewed monthly patient aging report and solicited overdue payments
- Communicated with insurance providers to resolve denied claims and resubmitted
- Examined patients' insurance coverage, deductibles, insurance carrier payments and remaining balances not covered under policies when applicable
- Filed and updated patient information and medical records.
Education
Trade - Medical Assistant
Ross Medical Education
Huntsville, AL05.2018
Sparkman High School
Skills
- Customer Relations
- Information Updates
- Data Verification
- Reading Comprehension
- Patient Data Compilation
- Coverage Determination
- Diagnostic Codes
- Financial Assistance
- Reviewing Patient Information
- Active Listening
- Microsoft Excel
- Microsoft PowerPoint
- Lotus Notes
- Credit Card Payment Processing
- Microsoft Word
- Medical Billing
Accomplishments
- BLS CPR, First Aid & AED, American Heart AssociationNovember 2017 - November 2019 (Renewed 2023)
- Registered Medical Assistant, AmericanMedicalTechnologist.org ID# 2847321 January 2018 (Renewed February 2021)
- Special Olympics, Huntsville, AL October 2017, 2018, 2022 "Act as a companion to a special need's student for the day."
- March of Dimes, Madison, AL March 2016, 2017, 2018, 2022 "Walk 3 miles for the solution to the problem of premature birth that affects many families."
CREDENTIALS
VOLUNTEERING
Timeline
Customer Care Representative
InfoCision
04.2022 - 09.2023
Registered Medical Assistant/ Coder
QuickCare Wellness
10.2019 - 04.2021
Office Manager/Registered Medical Assistant
Freeman Allergy Clinic
03.2018 - 03.2020
Medical Assistant Extern
Happi Urgent Care
11.2017 - 12.2017
Customer Service Specialist
Verizon Wireless Call Center
08.2011 - 07.2018
Medical Billing Specialist
West Telemarketing
03.2008 - 07.2011
Trade - Medical Assistant
Ross Medical Education
Sparkman High School
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