BRITTNEY SINGLETON
MACON,GA
Summary
Dedicated and self-motivated Customer Service and Administrative Professional with 10+ years of experience providing key leadership and direction in customer relations, management, and claim resolution. Proven record of collaborating with internal and external departments to streamline operations and ensure high levels of customer and client satisfaction. Demonstrates strong analytical and problem-solving skills, making competent decisions based on historical data and forecasting. Capable of meeting deadlines and prioritizing assignments to best support organizational goals and objectives. Able to work remotely from a home office environment. Technical Proficiencies: Microsoft Office | Windows | CRM Software | Internet Applications
Overview
10
10
years of professional experience
Work History
Sr. Ability Specialist
The Hartford
03.2021 - Current
- Provided subject matter expertise on claim handling.
- Modified, updated and processed existing policies.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
- Reviewed outstanding requests and redirected workloads to complete projects on time.
- Calculated adjustments, premiums and refunds.
- Communicated effectively with staff members of operations, finance and clinical departments.
- Maintained confidentiality of patient finances, records, and health statuses.
- Generated, posted and attached information to claim files.
- Verified client information by analyzing existing evidence on file.
- Conducted day-to-day administrative tasks to maintain information files and process paperwork.
- Identified insurance coverage limitations with thorough examinations of claims documentation and related records.
- Managed caseloads of 200 or more while exceeding company metrics
Life Event & SR Disability Specialist
Unum
01.2020 - 01.2021
- Handled high volumes of inbound and outbound phone calls via multi-line phone system pertaining to customer insurance inquiries
- Earned high satisfaction rates by utilizing active listening skills, quickly identifying customer needs, and resolving conflicts/issues
- Communicated with patients, payers, and insurance groups to follow up and provide final resolution of claims
- Worked with patients to set up payment plans and confirm coverage/claim status; processed denials, refunds, and appeals
- Created reports and documentation, managing release of information for regulatory bodies, lawyers, and other groups
- Utilized variety of technologies to perform research on healthcare related inquiries, collaborating with various providers
- Verified member submitted claims forms, member’s eligibility and pharmacy information is complete and accurate, updating system information as needed
- Ensured member records and all relevant information were stored in accordance to company policies and procedures, as well as federal and HIPAA regulations
- Managed caseload of 200 or more claims and consistently exceeded metrics
Medical Claims Specialist
State Farm Insurance Company
01.2017 - 01.2020
- Worked cross-functionally with other teams and departments to document claim files and facilitate claims processing; assign outside experts when necessary to assist in investigation and in support of potential recovery – led team that recovered more than $75M
- Provided one-call resolution for conflicts/concerns using active listening skills to ensure complete customer satisfaction
- Navigated/toggled between several computer applications to research answers and identify appropriate solutions to problems
- Investigated and adjudicated claims within designated authority, ensuring compliance with appropriate laws and company policies
- Collected and reviewed all patient insurance benefit information, to degree authorized by program operating procedures
- Responded to inquiries from policyholders, agents, insurance carriers, claimants, assigned experts, and others
- Handled sensitive and personal information in discreet and confidential manner, adhering to all protocols and HIPAA regulations
Subject Matter Specialist
Customer Care Professional, United Healthcare
01.2015 - 01.2017
- Maintained level of 95% compliance and quality throughout employment; oversaw compliance and metric scores for center
- Answered average of 100 calls per day by addressing customer inquiries, solving problems, and providing new product information
- Developed and maintained proficient working knowledge of insurance procedures, regulations, and medical terminology
- Increased member satisfaction by utilizing effective communication skills, including active listening, empathy, and compassion to build rapport with members
- Provided administrative support including data-entry, account maintenance, and documentation
Senior Customer Care Specialist
The Home Depot Corporate Office
01.2015 - 03.2017
- Delivered prepared sales talks that described products or services, to persuade potential customers to purchase product or service or to make donation
- Leveraged marketing and sales data to identify customers, enhance product promotion, and customer relationship management
- Maintained customer database by adding new customers, updating information for current customers, and removing former customers to streamline and minimize search times
- Performed statistical analysis and modeling for marketing and business development efforts such as market segmentation, key competitors, terminology, technology, trends, and challenges
- Managed over 150 calls per day
Administrative Assistant
West Georgia Technical College, Carroll Campus
01.2014 - 01.2015
- Completed administrative duties such as making copies, answering and directing phone calls, and greeting clients
- Prepared legal correspondence such as summonses, complaints, motions, and subpoenas for counselors and Legal Assistants
- Served as liaison between clients and attorneys, answering incoming calls and directing as appropriate
- Maintained strict confidentiality with clients regarding all case matters, adhered to HIPAA regulations related to client medical information, and followed established policies and procedures throughout case handling
- Monitored systems in operation and quickly troubleshot errors.
- Set up and maintained user accounts and client access for groups of 100 or more
Education
Associate of Applied Science - Business Management
West Georgia Technical College
Douglas, GA12.2023
High School Diploma -
Rutland High School
Macon GA 05.2006
Skills
- Planning & Organization Adaptable & Flexible Problem Solving Conflict Resolution Medical Terminology Subject Matter Expert
- Detail Oriented Resourceful Interpersonal Communication Team Leadership Client Focused Data Analysis & Interpretation
- Excel Spreadsheets
- Back Office Operations
- Complex Problem-Solving
- Healthcare Common Procedure Coding System (HCPCS)
Timeline
Sr. Ability Specialist
The Hartford
03.2021 - Current
Life Event & SR Disability Specialist
Unum
01.2020 - 01.2021
Medical Claims Specialist
State Farm Insurance Company
01.2017 - 01.2020
Senior Customer Care Specialist
The Home Depot Corporate Office
01.2015 - 03.2017
Subject Matter Specialist
Customer Care Professional, United Healthcare
01.2015 - 01.2017
Administrative Assistant
West Georgia Technical College, Carroll Campus
01.2014 - 01.2015
Associate of Applied Science - Business Management
West Georgia Technical College
High School Diploma -
Rutland High School
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