Evell Jean Brown
Summary
Detail-oriented professional with a strong background in scheduling coordination, healthcare administration, and office management. Proven track record of handling high call volumes, managing administrative tasks, and ensuring compliance with regulatory standards. Highly skilled in customer service, communication, and process improvement.
Overview
14
14
years of professional experience
Work History
Scheduling Coordinator/Care Planning
Commonwealth Care Alliance
01.2019 - 12.2022
- Telephonically outreach to members to schedule home, virtual, or telephonic visits with CCA nurses.
- Provide administrative support to nurse assessors for efficient member assessments.
- Place a high volume of calls daily, accurately documenting call attempts and scheduling information.
- Ensured adherence to HIPAA regulations. Educated members on the importance of assessments.
- Facilitated training for new Scheduling Coordinators. Assisted with new hires post-training.
- Managed daily scheduling conflicts to reduce operational backlogs and support full shift-coverage.
- Proactively identified scheduling issues and developed quick solutions to promote efficiency and profitability.
Provider Services Representative
Blue Cross & Blue Shield Of MA
07.2016 - 11.2017
- Responded proactively and positively to rapid change.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Met customer call guidelines for service levels, handle time and Assisted Massachusetts providers with out-of-state member claims.
- Answered up to 80 calls per day.
- Created worksheets in NASCO.
- Communicated with out-of-state insurance plans, Medicare, and Medicaid. Processed and adjusted claims.
- Assisted providers with technologies such as Payspan, Provider Central, and infodial.
- Acquired knowledge in medical terminology and coding. productivity.
Office Manager
A & M PROMOTIONS INC
06.2013 - 05.2016
- Maintained computer and physical filing systems.
- Created, maintained and updated filing systems for paper and electronic documents.
- Updated reports, managed accounts, and generated reports for company database.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Set goals and deadlines for the department.
- Analyzed internal processes and recommended procedural or policy changes.
- Planned, administered, and controlled budgets.
- Managed personnel, conducted training, and oversaw payroll and benefits.
- Prepared and reviewed operational reports and schedules.
- Provided customer support and handled inquiries and complaints.
Customer Service Representative
Perfect Promo
11.2008 - 06.2013
- Handled over 60 customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Resolved customer grievances and inquiries.
- Performed exchanges, refunds, and adjustments.
- Solicited sales of new services or products.
- Managed customer interactions and complaints.
- Ensured problem resolution.
Education
Bachelor of Arts - Psychology/ Minor in Biology
Mount Saint Mary's College- BA
Newburgh, NYSkills
- Calendar Management
- Process Improvement
- Teamwork and Collaboration
- Interpersonal Relationships
- Detail-oriented
- Proficient in Microsoft Office applications
- Excellent oral and written communication
- Proficient in Epic and HCI Scheduler
- Patient Registration
- Customer Support
- Time Management Skills
- Inquiry Requests
- Reminder Calls
- Business Administration
- Patient Engagement
- Office Management
- Confidentiality Requirements
- Operational Requirements
- Documentation Skills
- Referral Coordination
- Electronic Medical Records Systems
- Technical Support
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Timeline
Scheduling Coordinator/Care Planning
Commonwealth Care Alliance
01.2019 - 12.2022
Provider Services Representative
Blue Cross & Blue Shield Of MA
07.2016 - 11.2017
Office Manager
A & M PROMOTIONS INC
06.2013 - 05.2016
Customer Service Representative
Perfect Promo
11.2008 - 06.2013
Bachelor of Arts - Psychology/ Minor in Biology
Mount Saint Mary's College- BA
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