Jemeisha Brown
Princeton
Summary
Dedicated and compassionate Healthcare customer Service Representative with many years of experience in delivering exceptional support in fast-paced healthcare setting. Proficient in managing patient inquiries, scheduling appointments and resolving issues related to billing and insurance. Demonstrated a strong commitment to patient satisfaction and confidentiality, with a deep understanding of medical terminology and healthcare operations.
Overview
4
4
years of post-secondary education
12
12
years of professional experience
Work History
Patient Services Representative
CareNow
12.2021 - Current
- Provided assistance over the phone, through email, and desktop support for software-related inquiries, technical issues, and account management tasks while maintaining a customer resolution rate of 95%.
- Coordinated and scheduled patient appointments ensuring optimal use of provider schedules and managing follow-up appointments as necessary.
- Verified patient insurance coverage and benefits, obtaining necessary pre-authorizations and explaining coverage details to patients.
- Assisted patients with billing questions, payment processing, and understanding their financial responsibilities while working closely with healthcare providers and clinical staff to ensure seamless and efficient support.
Patient Care Coordinator
Baylor Scott & White (Cornerstone Staffing)
06.2016 - 12.2021
- Served as a liaison between patients and healthcare providers, advocating for patient needs and ensuring they receive appropriate care and resources while scheduling and managing patient appointments, follow-up visits and diagnostic tests, ensuring timely and efficient patient flow.
- Maintained accurate patient records in the HER system, ensuring compliance with healthcare regulations and confidentiality standards while facilitating communication among healthcare providers, specialists, and patients to address and resolve patient concerns or complaints in a timely manner, escalating issues to management when necessary.
- Set attainable daily, weekly, and monthly goals and game plans for the grievance department while cross-training new team members, resulting in 17% increase in customer satisfaction ratings.
Medical Information Specialist
Glenwood Medical Hospital
10.2014 - 06.2016
- Accurately and confidently handling various types of customer inquiries while engaging and building a consultative relationship in a fast-paced call center environment.
- Responded to requests regarding billing, change of service, technical questions related to company products as well as customer equipment.
- Used quality assurance and operational data to ensure accuracy of customer scripts and proper escalation of issues to department supervisor.
- Achieved a 98% rate through effective issue resolution and proactive communication.
- Demonstrated adaptability and versatility by cross-training in other store departments, contributing to a 30% reduction in the need for external staffing during busy periods and improving overall operational efficiency.
Education
Bachelor of Science - Business Administration
University of Phoenix
08.2020 - 09.2024
Skills
- Zen-desk
- Problem Resolution
- All Microsoft Teams
- 55 WPM Typing Speed
- CRM Software
- Insurance Knowledge
- EPIC
- Project Management
- Team Player
- Time Management
- Empathy
- Inside Sales
- Vendor Relations
- Attention to Detail
- Fraud Detection
- Call Documentation
- Issue & Complaint Resolution
- Tech Support
Timeline
Patient Services Representative
CareNow
12.2021 - Current
Bachelor of Science - Business Administration
University of Phoenix
08.2020 - 09.2024
Patient Care Coordinator
Baylor Scott & White (Cornerstone Staffing)
06.2016 - 12.2021
Medical Information Specialist
Glenwood Medical Hospital
10.2014 - 06.2016