Colleen Brown
Perrysburg,Ohio
Summary
Dedicated administrative professional with successful experience in fast-paced office settings. Hardworking team player with expertise in completing various clerical tasks and offering staff support. Responsible, punctual and productive professional when working with little to no supervision. Organized and dedicated Administrative Assistant with proven track record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision-making skills to manage multiple, concurrent tasks. Self-motivated work ethic to perform effectively in independent or team environments.
Detail-oriented administrative assistant with experience in customer service, data entry and office management.
Overview
18
18
years of professional experience
Work History
Administrative Assistant
Brain Bright Therapy
Toledo, OH
04.2025 - Current
- Managed scheduling and appointment coordination for therapists and clients.
- Processed client intake forms, ensuring accurate data entry and confidentiality.
- Assisted in maintaining organized filing systems for patient records and documentation.
- Supported front desk operations by greeting clients and handling inquiries professionally.
- Coordinated communication between therapy staff and families to enhance service delivery.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
Customer Service Experience Associate
Conduent/Health Equity
11.2024 - 03.2025
- Addressed member questions and concerns regarding HSAs, FSAs and HRAs. These questions included billing, product problems, service issues and other general client concerns.
- Worked efficiently and effectively to resolve members’ issues, aiming for first-contact resolution.
- Provided both accurate and helpful information about HealthEquity’s products and services.
- Reviewed customer accounts, making any necessary changes, and updated customer information within the customer database.
- Handled customer complaints with both proficiency and empathy while meeting and exceeding expectations with a timely resolution.
- Verified insurance eligibility and processed claims, ensuring accurate and timely payment to members.
- Handled a high volume of calls while maintaining a positive and professional demeanor.
- Achieved consistent high CSAT (customer satisfaction) scores by meeting and exceeding expectations including; timely resolution, empathy and knowledgeability while catering to each members’ specific needs.
- Worked closely with management and coworkers using Microsoft Teams.
Student Loans Collector
NCO Financial Systems, Inc.
Getzville, NY
09.2010 - 04.2013
- Brought timely resolution to delinquent accounts while strictly adhering to FDCPA guidelines and policies.
- Maintained existing customer base by building relationships of rapport, empathy, and contract negotiation.
- Provided education to borrowers of available options to bring accounts current and how to keep accounts from falling back into default.
Homemaker
Full Time Parent
Tucson, AZ
12.2012 - 11.2023
- Facilitated encouragement and support while providing access to skill development activities.
- Oversaw budget development, management, and maintenance to ensure financial efficiency.
- Orchestrated coordination and facilitation of medical care, meal services, and educational and social activities.
Patient Care Technician
St. Mary’s Hospital
Tucson, AZ
07.2008 - 01.2010
- Provided routine patient care to promote comfort and contribute to the overall plan of care.
- Assisted with activities of daily living – personal hygiene, mobility, and feeding.
- Drew blood, took vital signs, administered EKGs, and helped with sterile procedures.
- Recognized and reported abnormalities, changes in condition, and responses to treatment.
- Maintained accurate patient records by documenting data in a complete and thorough manner.
- Abided by HIPAA guidelines to ensure patient privacy.
Education
Associate of Science Degree - Medical Billing and Coding
Ultimate Medical Academy
01-2023
Patient Care Technician
Tucson College
01-2008
Skills
- Medical Billing
- Accounts Receivable
- Collections
- Co-Pay
- Deductibles
- Co-Insurance
- EOBs
- Revenue Cycle Management
- Posting Payments
- Government (Medicare & Medicaid)
- Third Party Payers
- Electronic Health Records (EHR)
- Electronic Medical Records (EMR)
- Insurance Verification
- Insurance Claim Processing
- Front Office Operations
- Medical Office Procedures
- Scheduling
- Medical Terminology
- Anatomy & Physiology
- HIPAA Compliance
- Medical Coding (ICD-10-CM, HCPCS, CPT)
Timeline
Administrative Assistant
Brain Bright Therapy
04.2025 - Current
Customer Service Experience Associate
Conduent/Health Equity
11.2024 - 03.2025
Homemaker
Full Time Parent
12.2012 - 11.2023
Student Loans Collector
NCO Financial Systems, Inc.
09.2010 - 04.2013
Patient Care Technician
St. Mary’s Hospital
07.2008 - 01.2010
Patient Care Technician
Tucson College
Associate of Science Degree - Medical Billing and Coding
Ultimate Medical Academy