Jayne Brewster
Kingwood,USA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the healthcare industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships and cultivating partnerships.
Overview
26
26
years of professional experience
Work History
Caregiver
Private Family
08.2020 - 05.2024
- Ensured dignified and respectful care for an elderly woman, receiving a100% satisfaction rate from family feedback
- Prepared healthy meals, assisted with medications and activities of daily living like bathing
- Assisted with paying bills, household chores, companionship and trips to the doctor
- Assisted patients with self-administered medications.
- Provided emotional support to patients and their families during challenging times, fostering trust and strong relationships.
Account Collections Specialist
Kingwood Medical Center
09.2008 - 10.2012
- Collected on Aetna, Blue Cross and United Healthcare claims
- Collected on large dollar insurance claims
- ($10,000 and up)
- Handled complex accounts receivable tasks, ensuring accurate and timely collections
- Communicated with insurance companies to resolve discrepancies and expedite payments
- Negotiated to collect balance in full.
- Maintained compliance with state and federal regulations during all collections activities, ensuring ethical business practices.
Outpatient Registration Specialist
Kingwood Medical Center
09.2008 - 10.2012
- Registered patients for all outpatient services thus ensuring accurate data entry and an efficient process.
- Collaborated with various departments to facilitate smooth patient flow and resolve any registration issues
- Contributed as an integral member of the outpatient registration team, enhancing overall patient experience and operational efficiency
- Assisted in training new Registration Specialists, sharing best practices and helping them become proficient in their roles.
- Managed high-volume workloads while consistently meeting deadlines for processing registrations and updating records.
- Maintained a comprehensive understanding of medical terminology, insurance regulations, and hospital policies to effectively assist patients during the registration process.
- Maintained a high level of confidentiality when handling sensitive patient data, adhering to HIPAA regulations.
- Verified insurance benefits and obtained pre-authorizations before any medical procedures were performed.
Insurance Verifier
HCA Healthcare Blake hospital
09.2001 - 05.2006
- Verified insurance coverage and patient liability prior to service by making outbound calls to payers
- Informed patients of their financial responsibilities and collected payments.
- Leveraged strong analytical skills to identify trends in denied or delayed claims, leading to improved processes and reduced denial rates.
- Demonstrated expertise in various insurance plans, including HMOs, PPOs, and government-sponsored programs, ensuring accurate verification for diverse client populations.
- Ensured timely referrals for specialty care or diagnostic tests by verifying coverage and obtaining necessary preauthorizations.
- Provided exceptional customer service during interactions with clients, addressing concerns or questions promptly and professionally.
- Safeguarded client privacy by adhering to stringent HIPAA regulations in all aspects of work responsibilities.
- Utilized advanced software tools for efficient management of client records, policy information, and claim statuses.
- Trained new staff on current, correct insurance verification procedures.
- Assisted clients with understanding their insurance policies, benefits, and limitations to promote informed decision-making regarding healthcare services.
- Acquired billing information by worker's compensation accounts and MVA.
- Supported billing department by verifying coverage details to ensure correct invoicing of clients and prompt payment from insurers.
Customer Service Manager
Woodplay, Inc.
09.1998 - 09.2001
- Took ownership of customer issues and followed problems through to resolution.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Ensured high-quality customer support by training and mentoring staff.
- Managed store orders and coordinated truck deliveries to ensure timely and accurate fulfillment.
- Streamlined processes to improve efficiency and customer satisfaction.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
Education
High school diploma - General Studies
Nurnberg American High School
Furth, Germany06.1988
Vocational High School - Data processing
Assabet Valley Regional
Marlboro, MA08.1986
Skills
- Microsoft Word (10 years)
- Microsoft Outlook (7 years)
- Customer Service (10 years)
- Conflict Management (4 years)
- Childcare
- Phone etiquette (10 years)
- Computer skills (10 years)
- Hospital experience (7 years)
- Telephony (10 years)
- Microsoft Windows (10 years)
- Benefits verification (3 years)
- Revenue cycle management (7 years)
- Data entry (10 years)
- Meditech (7 years)
- Strong communication, written and verbal
- Problem-solving
- Elderly care
- Time management
- Respectful and compassionate
- Dependable and responsible
- Strong ethics
- Relationship building
- Flexible schedule
- HIPAA compliance
Timeline
Caregiver
Private Family
08.2020 - 05.2024
Account Collections Specialist
Kingwood Medical Center
09.2008 - 10.2012
Outpatient Registration Specialist
Kingwood Medical Center
09.2008 - 10.2012
Insurance Verifier
HCA Healthcare Blake hospital
09.2001 - 05.2006
Customer Service Manager
Woodplay, Inc.
09.1998 - 09.2001
Vocational High School - Data processing
Assabet Valley Regional
High school diploma - General Studies
Nurnberg American High School
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