Catherine Forbin
North,VA
Summary
Dynamic Respiratory Therapist and Benefit Analyst with proven expertise in airway management and exceptional customer service, honed at CJW Medical Center and Anthem Blue Cross Blue Shield. Excelled in delivering critical care, improving benefits administration efficiency by streamlining processes, and enhancing patient and client experiences. Skilled in compassionate patient care and fostering interdisciplinary collaboration, achieving significant patient care advancements and customer satisfaction.
Overview
38
38
years of professional experience
1
1
Certification
Work History
Respiratory Therapist
CJW Medical Center
12.2010 - Current
- Managed and operated mechanical ventilators to deliver airway management.
- Managed ventilator support for critically ill patients in intensive care units, ensuring proper adjustments according to physician orders and clinical guidelines.
- Administered oxygen therapy, aerosol therapy and inhalation therapy to improve patients' breathing and lung function.
- Provided emergency response assistance in cases of respiratory distress or failure as part of a rapid response team.
- Assessed, diagnosed, and treated breathing issues.
- Educated patients and families on disease management, breathing techniques, and medication administration, promoting self-care and adherence to treatment plans.
- Performed bronchial hygiene techniques to remove mucus and secretions from patient lungs and improve lung function.
- Collaborated closely with interdisciplinary teams to develop comprehensive care plans addressing patient needs and goals.
Benefit Analyst & Customer Service
Anthem Blue Cross Blue Shield
10.1986 - 07.2019
- Developed innovative solutions for streamlining benefits administration processes, resulting in reduced workload for Medical Claims Processors and Customer Service Representatives and improved employee experiences.
- Developed manual and system automated claims processing procedures for highly customized group healthcare benefits for high profile performance guaranteed groups including the Commonwealth of Virginia.
- Enhanced benefits program efficiency by streamlining processes and implementing benefit coding within the Comprehensive Processing System applying medical policy guidelines which included building out exceptions within the processing system using CPT, HCPCS, and ICD9 coding.
- Provided excellent customer service to employees, addressing concerns and resolving issues related to their benefit plans promptly.
- Provided ongoing training claims processors and customer services representatives on benefits administration tasks, fostering a knowledgeable team capable of handling complex issues efficiently.
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.
- Explained benefits to plan participants in easy to understand terms in order to educate each on their existing benefits.
- Analyzed data from multiple sources to identify trends in benefits usage and recommend adjustments as needed for optimal performance of the benefits program.
- Observed strict procedures to maintain data and plan participant confidentiality as required by HIPAA Guidelines.
- Reduced errors in benefits administration by conducting thorough audits and identifying areas for improvement.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Education
Health Administration
Virginia Commonwealth University
Richmond, VAAssociate of Applied Science - Respiratory Therapy
J. Sargeant Reynolds Community College
Richmond, VA05-2010
High School Diploma -
Brunswick Senior High School
Lawrenceville, VA06-1981
Skills
- Airway management
- Tracheostomy care
- Arterial blood gas analysis
- Respiratory equipment setup
- Cardiopulmonary resuscitation (Basic Life Support Certification)
- Patient education
- Bronchial hygiene techniques
- Medication administration
Affiliations
- Covenant Fellowship Baptist Church
- Generations Evangelism Ministry
Certification
- Basic Life Support Certification (BLS) - American Heart Association.
- Advanced Cardiovascular Life Support Certification (ACLS) - American Heart Association.
Timeline
Respiratory Therapist
CJW Medical Center
12.2010 - Current
Benefit Analyst & Customer Service
Anthem Blue Cross Blue Shield
10.1986 - 07.2019
- Basic Life Support Certification (BLS) - American Heart Association.
- Advanced Cardiovascular Life Support Certification (ACLS) - American Heart Association.
Health Administration
Virginia Commonwealth University
Associate of Applied Science - Respiratory Therapy
J. Sargeant Reynolds Community College
High School Diploma -
Brunswick Senior High School
Similar Profiles
LA TONYA GREENELA TONYA GREENE
Sterile Processing Technician at CJW Medical CenterSterile Processing Technician at CJW Medical Center
Katherine PicchiKatherine Picchi
Staff RN, PACU at CJW Medical CenterStaff RN, PACU at CJW Medical Center
Cynthia SpicerCynthia Spicer
Registered Nurse - Labor and Delivery at CJW Medical Center- Johnston Willis CampusRegistered Nurse - Labor and Delivery at CJW Medical Center- Johnston Willis Campus