Ebony Brooks
Vallejo,CA
Summary
Capable Patient Representative dedicated to providing superior support for patients in need of reliable information regarding insurance coverage, finance options and documentation requirements. Well-versed in scheduling and database management functions for streamlined communication and reduced correspondence backlogs. Excels at identifying client needs and concerns to improve engagement strategies and overall service.
Overview
10
10
years of professional experience
Work History
Patient Financial Coordinator
Reproductive Science Center
07.2022 - Current
- Followed document protocols to safeguard confidentiality of patient records.
- Worked closely with clinical departments on case-by-case basis when coordinating charity care applications, ensuring timely submission and approval.
- Developed strong relationships with both patients and providers by consistently demonstrating professionalism and empathy.
- Educated patients on available resources and programs to aid in management of medical expenses.
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.
- Assisted patients in understanding their insurance coverage, explaining plan details and coordinating necessary authorizations.
- Implemented new procedures for tracking patient cases, improving overall office organization and workflow.
Client Support Specialist
Lyra Health
11.2021 - 07.2022
- Supported clients seeking high-quality outpatient mental healthcare primarily via phone and chat, support with inquires related to appointment scheduling, insurance coverage.
- Provided exceptional customer service while handling sensitive information, fostering a positive clinic experience for all patients.
- Support clients that reach out with competency and compassion in a high-volume call center
- Collaborated and escalated clients with complex needs to clinicians
Financial Coordinator
Spring Fertility
10.2018 - 03.2020
- Assist with accounting/ finance/ billing functions including accounts payable, accounts receivable, preparation of financial reports
- Support with aging reconciliation, billing collections with timely follow-up, and payment processing and posting
- Documented all gathered information and details from discussions with patients and providers using IDEAS
- Collaborated with all relevant parties to resolve billing issues, insurance claims and patient payments
- Verified patients' insurance benefits and coverage to determine case-by-case financial obligation prior to date of service
- Created letters, invoices, and other documents with diverse computer programs such as ENGAGED MD.
Insurance Counselor
DiVita
10.2013 - 10.2018
- Support patients who have existing commercial insurance coverage or who are uninsured.
- Provided monthly reporting and analysis on key metrics related to patient education and advocacy as well as actively participated in monthly operations reviews on assigned patient portfolio.
- Proactively manage insurance terminations or changes
- Act as liaison between patients, facility teammates, billing office and corporate office to resolve patient insurance issues and/or concerns
- Managed patient load of 800.
Education
Bachelor of Science - Healthcare Administration
Southern New Hampshire
Manchester02.2024
Associate of Applied Science: Medical Assisting -
Heald College
Walnut Creek, CA10.2008
Skills
- Proficient in Salesforce, Teams, Zoom, Ring Central, Slack
- MS Office
- Insurance Verifications
- Payment Processing/Payment Calculation
- Privacy/HIPAA Regulations
- Patient Advocacy and Support
- Knowledgeable of Medicare and Medicaid insurance as well as commercial insurance plans and benefits (PPO, HMO, POS, EPO, Indemnity, COBRA)
- Patient Intake
- 70 WPM Typing Speed
- Health Information Access Management
- Financial Counseling
- Insurance Authorizations
- Medical Terminology
- Data entry proficiency
- Insurance Verification
- Patient interviewing
Timeline
Patient Financial Coordinator
Reproductive Science Center
07.2022 - Current
Client Support Specialist
Lyra Health
11.2021 - 07.2022
Financial Coordinator
Spring Fertility
10.2018 - 03.2020
Insurance Counselor
DiVita
10.2013 - 10.2018
Bachelor of Science - Healthcare Administration
Southern New Hampshire
Associate of Applied Science: Medical Assisting -
Heald College
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