Brooke Anderson
Augusta,GA
Summary
Personable and dedicated medical billing and customer service representative with extensive experience in the medical and customer service industry. Experienced healthcare professional with a strong background in patient care and medical call center operations. Skilled in delivering compassionate, high-quality care, resolving patient inquiries, and coordinating care with healthcare teams. Adept at managing high call volumes while maintaining patient confidentiality and ensuring compliance with healthcare regulations. Solid team player with an upbeat, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specializes in quality, speed and process optimization. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Advanced with proven customer service, time management and multitasking abilities.
Knowledgeable patient representative offers demonstrated skills in case management and service coordination. Expertly handles complaints, inquiries and service questions to meet patients' access needs and correct problems related to care. Well-versed in policies, procedures and standards.
Experienced in fast-paced environments and adaptable to last-minute changes. Thrives under pressure and consistently earns high marks for work quality and speed.
Overview
9
9
years of professional experience
Work History
Patient Access Representative
Boston Medical Center, Boston (remote)
Boston , MA
08.2023 - 08.2024
- Greeted patients and visitors in a courteous and professional manner.
- Processed patient admissions, registrations, transfers, and discharges according to established procedures.
- Verified insurance coverage for services provided by the facility.
- Assisted with scheduling outpatient appointments.
- Reviewed medical records and identified diagnosis codes, procedures, services and supplies for coding.
- Resolved discrepancies between hospital systems and third party payers.
- Verified accuracy of patient information and insurance data in billing system.
- Submitted claims to insurance companies electronically or by mail.
- Resolved denied claims by researching payer requirements and preparing appeals.
- Maintained up-to-date knowledge of coding regulations and changes in reimbursement policies.
- Performed daily audits on all bills submitted for accuracy and completeness.
- Analyzed patient accounts for errors, inaccuracies or discrepancies in billing documentation.
- Provided customer service support to patients regarding billing inquiries.
- Worked closely with physicians to obtain additional clinical information when needed for accurate coding assignments.
- Maintained current CPT, HCPCS codes library as well as ICD-9, 10 CM diagnostic codes.
- Identified trends in denials and worked collaboratively with clinic staff to reduce denials.
- Reviewed medical records to meet insurance company requirements.
- Documented and filed patient data and medical records.
- Assessed medical codes on patient records for accuracy.
- Read through patient health data, histories, physician diagnoses and treatments to gain understanding for coding purposes.
- Communicated with healthcare personnel, including practitioners to promote accuracy.
- Quickly responded to staff and client inquiries regarding CPT codes.
- Verified proper coding, sequencing of diagnoses, and accuracy of procedures.
- Collaborated with healthcare providers to verify necessary documentation for coding accuracy.
- Pulled patient records and transferred information to appropriate parties.
- Proofread documents carefully to check accuracy and completeness of all paperwork.
Patient Account Representative
Capture Net (remote)
09.2019 - 07.2023
- Processed payments
- Verified insurance on patient’s accounts
- Located and notified guarantors/and or third party payors of delinquent accounts
- Kept records of collections and status of accounts
- HIPAA Certified.
- Assisted in resolving patient complaints related to account balances, insurance coverage, and payment plans.
- Provided customer service to patients regarding billing inquiries and account information.
- Conducted follow-up calls with patients to ensure that accounts were up to date and properly documented.
- Verified accuracy of medical coding for services rendered by healthcare providers.
- Researched discrepancies in patient accounts to determine appropriate resolution.
- Initiated collection activities on delinquent accounts while adhering to HIPAA guidelines and regulations.
- Updated existing patient files with relevant information such as changes in address or contact information.
- Worked closely with insurance companies to obtain authorization for services rendered.
- Analyzed claims denials from third party payers and identified potential solutions for reimbursement.
- Processed payments from patients and maintained accurate records of all transactions.
- Performed monthly reconciliations of patient accounts to ensure accuracy of financial data.
- Generated reports using proprietary software programs to analyze trends in patient accounts receivable balances.
- Maintained detailed notes on all patient interactions for future reference purposes.
- Created new patient files according to established procedures and protocols.
- Ensured compliance with company policies concerning the privacy of confidential health information.
- Reviewed EOBs statements submitted by insurance companies for accuracy against provider's charges.
- Reviewed and analyzed patient medical information to assign appropriate codes utilizing ICD-10, CPT and HCPCS coding classification systems.
- Collaborated with other departments to resolve issues regarding incorrect data entries.
- Reviewed existing information for accuracy and made necessary corrections.
- Performed data entry from paper documents, emails, and other sources into computer systems.
Customer Service Representative
Denver, CO
03.2017 - 01.2019
- Taking inbound calls in the billing and technical department for the internet company Viasat
- Provided advice and front-line expertise to internal committees in order to improve team, service and procedural standards
- Created new processes and systems for increasing customer service satisfaction.
Customer Service Representative
Teleperformance
Augusta, GA
04.2015 - 05.2016
- Maximized customer satisfaction by handling more than one customer email and telephone interactions each day
- Evaluated benefits for each caller to determine service needs and address concerns.
Education
Associate of Applied Science - Medical Billing And Coding
Ultimate Medical Academy - Clearwater
Clearwater, FL08-2024
Skills
- Clerical support
- Problem-solving abilities
- Inbound and outbound calling
- Active listening
- Organizational strengths
- Medical Billing
- Coding
- Insurance Verification
- Electronic Medical Records
- Insurance Requirements
- Medical terminology proficiency
- HIPAA Compliance
- Payment Processing
- Microsoft Office
- Bill processing
- Updating Customer Accounts
- Insurance Company Communication
- Payment Scheduling
- Time Management
- Attention to Detail
- Registration management
- Patient check-in
- Patient identity verification
- EMR updating
- ICD-10 coding
- Certified in 10-key
- Verifying data accuracy
- Data transcription
- Multi-line phone proficiency
Timeline
Patient Access Representative
Boston Medical Center, Boston (remote)
08.2023 - 08.2024
Patient Account Representative
Capture Net (remote)
09.2019 - 07.2023
Customer Service Representative
03.2017 - 01.2019
Customer Service Representative
Teleperformance
04.2015 - 05.2016
Associate of Applied Science - Medical Billing And Coding
Ultimate Medical Academy - Clearwater
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