Demisha Bricelanders

• Conduct an initial assessment of patients who come into the ER.
• Check patients in and out of the emergency room and specialty department appointments.
• Follows up with clients, pharmacies, physicians, and other support organizations as needed regarding inquiries.
• Handles sensitive information, personal information, date of birth, financials, and insurance information.
• Patient referral and transfer intake, investigating all patient health insurance benefits, and proactively following up with various partners including the insurance payers, specialty pharmacies, support organizations, and the patient/physician to facilitate coverage and dispense of product in a timely manner
• Ensure streamlined appointment processes for multiple medical specialties in the hospital.
• Attach, scan, merge, and update patient records.
• Process the patient's post-mortem care.
• Work with other hospitals for patient transfers and patient care records.
• ISO cleans exam rooms after each use.
• Light housekeeping throughout the lobby.
• Collaborated with sales team members to stay current on inventory levels and resolve item issues.
• Answered customer inquiries via phone, email, and chat.
• Collected deposits or payments and arranged for billing.
• De-escalated problematic customer concerns, maintaining calm, friendly demeanor.

Worked with families involved in the child welfare system who have experienced the removal of their children due to concerns of abuse and/or neglect. In this position, I assessed the family in order to establish ongoing goals with their professional team, testified in court as needed, provided accurate documentation, reported any abuse or neglect concerns, and provided transportation as required. Using a trauma-informed lens, I provided psychoeducational and in-the-moment parent coaching and redirection in order to assist families in learning new ways of relating to one another. I met clients in the community, their homes, or in Pathways/Maple Star offices. I served as support to families, with the ultimate goal being the safe and successful return of children to their homes.

Evaluated qualifications for rent assistance of low-income families impacted by COVID-19.

• Ensure process and policy standards are followed to meet program compliance requirements.
• Validated program pathway eligibility in accordance with program policy and procedures.
• Identified and discussed issues, and proposed solutions with leadership.
• Managed progression of electronic files throughout their lifecycle.
• Addressed compliance issues and recommended corrective actions to analysts.
• Executed strategic efforts to accomplish the preparation of candidate records.
• Independently managed tasks remotely.

• Served as the first point of contact for dentists and laboratory customers to ensure delivery of the ultimate customer service experience.
• Established, developed, and maintained strong and effective relationships with customers by providing consistently high levels of service; responded in a timely manner to exceed customer expectations.
• Actively listened to customer needs and concerns while demonstrating empathy, determined the best course of action to resolve the issue to customer satisfaction.
• Clarified customer requirements by asking, probing, and confirming understanding of requirements or problems.
• Exercised discretion and judgment in determining and implementing appropriate actions to resolve complex customer service issues and achieve first contact resolution.
• Educated customers about relevant products and services; presents customers with viable options to meet needs and requirements; works to anticipate future needs.
• Coordinated and interacted with other departments, including but not limited to production departments, department call centers, marketing, lab operations, and customer service, to ensure a high level of customer service and timely expedition of customer requests.
• Leveraged GO Module to oversee customer accounts.
• Conveyed information regarding customer issues in spoken and written forms.
• Maintained and updated customer account information and retention progress accurately and consistently utilizing company software tools.
• Developed recommendations for best practices to enhance operations.
• Alerted Customer Care Manager to persistent problems affecting customers.
• Made and received phone calls to promote and sell Glidewell products and services.
• Actively participated in weekly professional development, such as, but not limited to, product training, customer service training, and communication workshops.
• Utilized creative methods to achieve client support benchmarks.

• Responding to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims.
• Assisted customers with inquiries, troubleshooting issues, and resolving complaints.
• Operated a PC/image station to obtain and extract information, activities, and changes in the database.
• Understanding of the healthcare industry: HIPAA, PHI, EDI, and CMS.
• Thoroughly documented inquiry outcomes for accurate tracking and analysis.
• Developed and maintained positive customer relations and coordinated with various functions within the company to ensure customer requests and questions were handled appropriately and in a timely manner.
• Researched and analyzed data to address operational challenges and customer service issues.
• Provided external and internal customers with requested information.
• Used systems for tracking, information gathering, and troubleshooting, which required in-depth knowledge of company services, products, insurance benefits, provider contracts, and claims.
• Resolved customer disputes by providing solutions that met their needs.
• Processed orders for products and services accurately and efficiently.
• Performed data entry tasks to update customer accounts and records as necessary.
• Handled escalated customer issues in a professional manner while exercising sound judgment.

• Communicated clearly and effectively with colleagues to facilitate workflow and troubleshoot issues.
• Assessed arriving materials to verify a match with purchase orders, and submitted discrepancy reports as necessary.
• Inspected materials and sorted items into piles or in containers according to type, size, condition, coloring, or grade.
• Organized and marked materials with indications, such as grade or acceptance-rejection status.
• Opened packages in the warehouse for inspection and categorization.
• Sorted incoming shipments and separated packages by size, type, and destination within the warehouse.
• Scanned packages with an RF scanner, sorted packages, and palletized products according to the warehouse or shipping destination.
• Maintained a log of all incoming and outgoing mail items.
• Checked for proper labeling on envelopes to ensure accurate delivery.
• Organized and maintained an inventory of supplies such as stationary, stamps, labels.
• Operated postage meter machines to prepare outgoing letters and parcels for mailing.
• Ensured compliance with safety standards and procedures when handling large volumes of mail pieces.
• Worked closely with other departments to coordinate timely distribution of documents or materials through the mailroom system.

• Evaluated customer account information to assess current issues and determine potential solutions.
• Escalated customer concerns, store issues, and inventory requirements to supervisors.
• Consulted with customers to determine the best methods to resolve service and billing issues.
• De-escalated problematic customer concerns, maintaining a calm, friendly demeanor.
• Answered 100+ inbound calls per day and directed them to designated individuals or departments.
• Documented conversations with customers to track requests, problems, and solutions.
• Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
• Maintained confidentiality of bank records and client information.
• Served approximately 100 customers each shift, remaining composed and professional even in high-stress situations.
• Answered customer inquiries via phone, email, and chat services.
• Provided technical assistance to customers regarding products or services.
• Resolved customer complaints in a timely manner.
• Performed data entry for customer accounts and orders.
• Generated reports on customer service activities.
• Updated customer information in the customer service database.
• Investigated and resolved billing issues in a timely manner.
• Created detailed documentation of all customer interactions.
• Coordinated with other departments to resolve customer issues efficiently.
• Tracked customer feedback and provided feedback to management.
• Monitored team performance metrics such as average handle time and first contact resolution rate.
• Handled escalated calls from customers seeking additional support.
• Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.

• Assisted approximately 20 customers per day with American Heart Association website and CPR questions.
• Asked probing questions to determine service needs and accurately inputted information into electronic systems.
• Documented conversations with customers to track requests, problems, and solutions.
• Educated customers on special pricing opportunities and company offerings.
• Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
• Assisted medical professionals and students claim for taking Scientific Sessions, Stroke Scale, and various other disciplines in CPR per American Heart Association guidelines.