Estralita Brown
St Louis,MO
Summary
Experienced Healthcare team member proficient in biological specimen collection, mobility assistance and emergency situation management. Demonstrated strengths in building relationships, prioritizing tasks and managing time effectively. Hardworking and dedicated with resident/customer certification.
Energetic Healthcare professional dedicated to providing top-quality, patient-centered care. Highly skilled in addressing acute and chronic conditions. Resourceful navigation of complex healthcare environments to optimize patient care.
Responsible for gathering all necessary demographic and insurance information, verbifies, confirms insurance benefits and may assist with precertification requirements needed to allow Healthcare facilities courteous services and to be reimbursed appropriately for patient visit and services.
Empathetic Patient Navigator with many years of experience. Adept at assisting patients in every part of the healthcare process and maintaining professional relationships with clients and families. Successful in patient education and follow-up.
Dedicated Patient Navigator committed to comprehensive patient education and support with success at scheduling and budget help. Adept at explaining complicated procedures and patient advocacy.
Overview
17
17
years of professional experience
Work History
Patient Health Navigator
Mercy Virtual Care Center
Chesterfield, Missouri
04.2023 - Current
- Facilitated communication between patients and providers through phone calls or emails regarding test results or changes in treatment plans.
- Collaborated with other departments within the organization on projects related to patient care or quality improvement initiatives.
- Identified potential barriers preventing access to care such as financial concerns or lack of transportation.
Patient Access Representative
Spectrum Health Lakeland
St. Joseph , MI
08.2015 - 08.2022
- Verified demographics and insurance information to register patients in computer system.
- Applied HIPAA Privacy and Security Regulations while handling patient information.
- Obtained necessary signatures for privacy laws and consent for treatment.
- Submitted fees and claims to insurance companies manually or digitally.
- Processed patient responsibility estimate determined by insurance at pre-registration.
- Updated reference materials with Medicare, Medicaid and third-party payer requirements, guidelines, policies and list of accepted insurance plans.
- Organized and maintained records by updating and obtaining both personal and financial information from patients.
- Assembled registration paperwork and placed identification bands on patient.
- Accessed patient information through variety of office software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
Customer Service Representative
Whirlpool
Benton Harbor , MI
11.2012 - 06.2013
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Documented conversations with customers to track requests, problems and solutions.
- Consulted with customers to determine best methods to resolve service and billing issues.
- Educated customers on special pricing opportunities and company offerings.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Answered 100+ inbound calls per day and directed to designated individuals or departments.
Customer Service Associate
Meijers
Benton Harbor, MI
06.2008 - 06.2012
- Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Excelled in exceeding daily credit card application goals.
- Recommended, selected and helped locate merchandise based on customer needs and desires.
- Completed diverse tasks on daily basis to serve customer needs, including processing and issuing money orders, managing returns and exchanges, and logging daily shipments.
- Prepared and sold broad range of customized merchandise to individuals and commercial accounts.
- Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges in order to provide speedy and accurate service to each customer.
Education
High School Diploma -
Countryside Academy
5 2009
Some College (No Degree) - Early Childhood Education
Lake Michigan College
Benton Harbor, MISkills
- Patient Care
- Household organization
- Meal planning
- Client relationship management
- Insurance verification
- Medical terminology
- HIPAA compliance
- Data entry
- Customer service
- Effective communication
- Confidentiality
- Medical recordkeeping
- Medical billing
- Registration and scheduling
- Teamwork and collaboration
- Patient confidentiality and data security
- Multitasking
- Time management
Timeline
Patient Health Navigator
Mercy Virtual Care Center
04.2023 - Current
Patient Access Representative
Spectrum Health Lakeland
08.2015 - 08.2022
Customer Service Representative
Whirlpool
11.2012 - 06.2013
Customer Service Associate
Meijers
06.2008 - 06.2012
High School Diploma -
Countryside Academy
Some College (No Degree) - Early Childhood Education
Lake Michigan College