Brittney Thomas
Summary
Dynamic customer service and entry-level Health Information Management professional with over 6 years of experience in healthcare contact centers, specializing in benefits investigations, patient financial counseling, and insurance verification. Expertise in managing high-volume inbound and outbound calls while ensuring HIPAA compliance and maintaining accurate CRM documentation, including Salesforce. Demonstrated ability to estimate patient financial responsibilities, articulate payment options clearly, and provide exceptional patient care while consistently meeting productivity and quality metrics. Committed to enhancing the patient experience through effective communication and problem-solving skills in fast-paced environments.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Documentation Specialist
CCS Medical
10.2022 - Current
- Answer high-volume inbound calls and make outbound patient phone calls to verify insurance, clarify benefits coverage, and discuss potential patient payment options.
- Estimate patient financial responsibility based on benefits coverage and communicate clearly to ensure understanding.
- Update patient and insurance records in company systems, ensuring complete and accurate documentation in compliance with HIPAA.
- Manage and log Advance Beneficiary Notices (ABNs) and Purchase Work Orders (PWOs) into patient accounts for accurate recordkeeping.
- Conduct regular documentation audits to improve efficiency and compliance with Medicare, Medicaid, and private insurance regulations.
Fraud Detection Specialist
PSCU
03.2021 - 10.2022
- Managed high call volumes in a contact center environment, verifying account activity and addressing customer concerns.
- Documented all customer interactions in CRM systems, maintaining detailed and accurate case notes.
- Collaborated with internal teams to resolve issues quickly, demonstrating adaptability in a fast-paced environment.
Certified Patient Access Representative
Christus Trinity Mother Francis
08.2018 - 03.2022
- Handled 130+ inbound and outbound calls daily to assist patients with scheduling, insurance verification, and registration.
- Verified patient health insurance coverage, investigated benefits, and explained out-of-pocket costs.
- Provided financial counseling to patients, outlining payment options and coordinating with billing.
- Maintained strict HIPAA compliance while updating EHR records and patient accounts.
Education
Associate of Applied Science - Health Information Management
Midland College
Dallas, TX05.2026
High School Diploma - undefined
Longview High School
Longview, TX05.2010
Skills
- High-Volume Contact Center Operations
- Outbound/Inbound Patient Calls
- Attention to detail
- Time management
- Multitasking
- Organizational skills
- HIPAA Compliance & Confidentiality
- Microsoft Office Suite (Word, Excel, Outlook, Teams, PowerPoint)
- Electronic Health Records (EHR) Management
- Documentation Accuracy & Data Entry (65 WPM)
- Salesforce CRM & Provider Portals
- EHR Systems (multiple platforms)
- ICD-10 & Medical Coding
- Epic
Certification
- Health Data Coordinator – 2025
- Medical Coding Specialist – 2026
Timeline
Documentation Specialist
CCS Medical
10.2022 - Current
Fraud Detection Specialist
PSCU
03.2021 - 10.2022
Certified Patient Access Representative
Christus Trinity Mother Francis
08.2018 - 03.2022
High School Diploma - undefined
Longview High School
Associate of Applied Science - Health Information Management
Midland College
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