Cametrione Malone-Brown
Byhalia,Mississippi
Summary
Highly motivated and results-driven manager with over 10 years of experience leading high-performing teams to achieve exceptional outcomes. Proven track record of successfully driving operational efficiency, maximizing productivity, and meeting organizational goals. Strong leadership and communication skills, adept at motivating and empowering team members to reach their full potential. Possess a comprehensive understanding of healthcare regulations, quality improvement methodologies, and financial management. Committed to upholding ethical standards and ensuring regulatory compliance. Skilled in strategic planning, problem-solving, and decision-making, with a focus on delivering results that exceed expectations. Collaborative and adaptable, with a passion for fostering a positive work environment and driving continuous improvement. Seeking new opportunities to utilize current expertise and drive success in a challenging managerial role.
Overview
10
10
years of professional experience
Work History
Customer Service Manager
Nikkiso Medical America
03.2021 - Current
- Ensures customer satisfaction and maintains positive relationships with clients.
- Possess deep understanding of customer service principles, best practices, and strategies. Provides exceptional customer experiences and address inquiries, complaints, and escalations effectively.
- Actively lead and motivate customer service team to achieve performance targets and deliver outstanding service. Inspire and guide team members and counterparts, delegate tasks, and provide constructive feedback to foster growth and development.
- Excellent verbal and written communication skills to interact professionally with customers, team members, counterparts and stakeholders.
- Proficient in active listening, empathy, and clear and concise articulation of information.
- Provides strong analytical and critical-thinking abilities to identify customer issues, analyze complex situations, and develop innovative solutions.
- Actively recruit, train, and manage teams. Skilled at creating positive work environment, establishing performance metrics, and providing coaching and mentorship to enhance team productivity and efficiency.
- Proficient in building customer loyalty, fostering client partnerships, and collaborating with other departments to ensure seamless customer experience.
- Takes ownership in handling customer complaints and conflicts with diplomacy and professionalism. Capable of managing difficult customer interactions, de-escalating tense situations, and finding mutually beneficial resolutions.
- Proficient in analyzing customer data, feedback, and trends to identify areas for improvement in service delivery. Able to utilize data-driven insights to develop strategies, implement process improvements, and enhance customer satisfaction.
- Familiarity with customer service software, CRM systems, and other relevant tools to streamline processes and enhance service delivery. Able to adapt to new technologies and leverage them to improve efficiency and customer experience.
- Adaptability in understanding of business goals, market trends, and competitive landscapes to align customer service strategies with overall organizational objectives. Able to contribute to strategic planning, budgeting, and decision-making processes.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes
- Created and reviewed invoices to confirm accuracy
HCPCS Analyst/Marketing Specialist
Global Integrated Reimbursement Services
07.2020 - 02.2021
- Reviewed and analyzed medical procedures, services, and supplies to assign appropriate HCPCS codes accurately. Ensured compliance with industry standards and government regulations, including Centers for Medicare and Medicaid Services (CMS) guidelines.
- Collaborated with billing and coding teams to ensure proper coding of services to avoid potential billing errors or denials.
- Worked closely with reimbursement analysts and finance teams to develop strategies for maximizing revenue and reimbursement rates. Analyzed coding patterns and made recommendations for improving reimbursement efficiency.
- Actively worked with healthcare providers to enhance documentation practices, ensuring accurate and comprehensive medical records that support proper coding and billing.
- Conducted research to identify target audiences, market trends, competitor analysis, and consumer behavior to inform marketing strategies.
- Created comprehensive marketing plans and strategies to promote products, and services.
- Created content and writings to provide engaging content for various marketing channels, including websites, social media, and email campaigns. Managed and maintained social media accounts (youtube, facebook, instagram), creating content calendars, and engaging with audience to build brand awareness and foster relationships.
Project Manager
Physicians Data Services
09.2018 - 03.2020
- Planned, designed, and scheduled phases for large projects.
- Monitored project performance to identify areas of improvement and make adjustments.
- Coordinated with cross-functional teams to resolve project issues and mitigate risks.
- Achieved project deadlines by coordinating with contractors to manage performance.
Lead Financial Counselor
Methodist Lebonheur Heathcare
10.2013 - 05.2018
- Lead and supervised team of financial counselors, providing guidance, training, and performance feedback to ensure high standard of service and productivity.
- Personally handled complex financial counseling cases, including uninsured and underinsured patients, to offer financial guidance and assistance based on each individual's financial situation.
- Overseen verification of patient insurance coverage and benefits, ensuring accurate and up-to-date information is collected to facilitate billing and reimbursement processes.
- Informed patients about available financial assistance programs, charity care, and government aid options. Assisted eligible patients with application process and ensure compliance with program requirements. Provided patients with accurate cost estimates for medical services, procedures, and treatments to help them make informed decisions about their healthcare expenses.
- Collaborated with patients to set up manageable payment plans based on their financial capabilities. Monitored outstanding balances and followed up on collections to ensure timely payment.
- Maintained compliance with Medicaid and Medicare regulations, eligibility criteria, and reimbursement guidelines. Ensured proper documentation and billing practices for these government programs.
- Prepared regular financial reports, including uninsured patient volumes, charity care utilization, and revenue cycle metrics. Presented findings and recommendations to management.
- Conducted training sessions for staff and other healthcare personnel on financial counseling practices, insurance processes, and patient financial support options.
- Implemented quality assurance measures to ensure accuracy and compliance in financial counseling and billing procedures.
- Advocated on behalf of patients to address billing discrepancies, insurance denials, or other financial issues, working closely with billing and revenue cycle departments.
Education
MBA - Health Administration
Bethel University
Mckenzie, TN08.2016
Bachelor of Professional Studies - Healthcare Administration
University of Memphis
Memphis, TN12.2013
Skills
- Innovation
- Emotional Intelligence
- Project Management
- Regulatory Compliance
- Data Analysis
- Strategic Leadership
- Decision Making
- Organizational
- Marketing
- Adaptability
- Financial Management
- SAP and ERP system knowledge
Timeline
Customer Service Manager
Nikkiso Medical America
03.2021 - Current
HCPCS Analyst/Marketing Specialist
Global Integrated Reimbursement Services
07.2020 - 02.2021
Project Manager
Physicians Data Services
09.2018 - 03.2020
Lead Financial Counselor
Methodist Lebonheur Heathcare
10.2013 - 05.2018
MBA - Health Administration
Bethel University
Bachelor of Professional Studies - Healthcare Administration
University of Memphis
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