Joy Brown
Mobile,AL
Summary
Organized patient access specialist who impeccably handles clerical and administrative tasks in a fast-paced work environment. Exceptional interpersonal skills work-flow prioritization and computer skills. Specialize in health information technology and maintaining patient files in accordance with state and federal requirements. Medical Clerk who impeccably handles clerical and administrative tasks in a fast-paced work environment. Exceptional interpersonal skills work-flow prioritization and computer skills. Specialize in health information technology and maintaining patient files in accordance with state and federal requirements.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Patient Access Specialist
Getix Health
12.2020 - Current
- Maintains a professional relationship with the patient while providing excellent customer service and performing assigned duties.
- Documents pertinent patient information and all account work activity in the appropriate systems dictated by the health care facility and Company.
- Captures and documents all pertinent patient demographic, subscriber, and insurance information (i.e.): patient Policy and ID numbers, subscriber, guarantor, payer address, phone numbers, and other contact information. Documentation must include, benefit effective date, copay, deductible, out of pocket non-covered services responsibilities, co-insurance, stop loss amounts, percentage of coverage and any other pertinent information concerning the specific procedure/clinical service to be performed.
- Responsible for securing authorizations and documenting all pertinent information in the appropriate system (i.e.): Insurance, Ordering information, Physician information, Tax ID, CPT, HCPCS and ICD 10 codes. Documentation must include, authorization status, authorization number, ordering procedures, verified from, dates approved for and any other pertinent information.
- Responsible for meeting all patient registration goals and productivity in a timely manner to ensure time sensitive requirements are obtained.
- Personally responsible, consistently displays respect for self and others, innovative through teamwork, dedication to caring and excellence in customer service.
- Able to successfully schedule procedures through the identification of available times, establish accurate scheduling records and verify patient demographic and insurance information.
- Responsible for accurately obtaining and entering proper procedure or diagnosis codes into scheduling system.
- Obtains and accurately completes ABN or MSP forms, when applicable.
- Obtains complete and accurate insurance information and completes insurance verification by contacting patients, physician offices and insurance/payer regarding the visit.
- Works according to standard operating procedure during ADT/system downtimes.
- Reviews work and ensures accuracy, particularly patient type, code identification, insurance and demographic information to minimize error rate and time delays in clinical and billing departments.
- Assists patients, as needed, to ensure compliance with the payer’s requirements for reimbursement.
- Responsible for assessing financial responsibility, resources, and/or referring patients for financial counseling, if necessary, based on the individual’s financial condition according to charity policy.
- Responsible for communicating with patients regarding patient financial responsibilities before or at time of service. Informs patients on billing process for facility and providers.
- Knowledgeable, understands and compliant with GetixHealth policies and procedures.
- Follows up in a timely manner to ensure customer satisfaction.
- Continuously seeks to ensure maximum efficiency, accuracy, and customer satisfaction through process improvement. Make recommendations to management for such process improvements.
- Perform other duties as assigned by management.
Customer Service/Associate Trainer
The Results Companies
09.2017 - 12.2020
- Responded to customer requests for products, services and company information including approximately 100 daily customer calls each regarding insurance benefit questions
- Maintained customer happiness with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Consulted with outside parties to resolve discrepancies and create effective solutions
- Utilized strong communication skills to provide effective customer service support as well as incident tracking to ensure effective management of customer calls
- Effectively developed and managed insurance program training program (for 60 employees) including lesson plan, practice test development, attendance, participation, and training trend reports for management
- Managed training databases that provided training reports of students and instructors including attendance, scores and overall performance
- Performed training analytics to identify and recommended solutions, sanctions, and discipline for non-compliance to rules and standards for student performance and behavior including escalation to senior management.
Inventory Associate
Walmart
09.2016 - 09.2017
- Greeted customers and directed to requested products
- Used hand-held devices and computers to record and monitor inventory levels and completed audits to uncover and address inaccuracies
- Managed inventory storage in clean and organized fashion
- Inspected work areas for cleanliness and obstacles and removed cartons and boxes to keep work areas organized and hazard-free
- Stocked merchandise, clearly labeling items, arranging according to size or color, and preparing attractive displays.
Account Executive
Infinity Client Solutions
10.2013 - 09.2016
- Completed over 150 cold calls per week to bring in new customers, maintaining conversion rate
- Articulated and demonstrated product concepts and offerings to clients easily understandable terms
- Identified customer needs and achieved service levels that met and exceeded expectations
- Communicated regularly with customers regarding account questions and issues
- Contacted customers as soon as issues arose to immediately find resolutions before problems escalated.
Credit and Collections Representative
NCO Financial
03.2012 - 10.2013
- Answered over 100 calls per day to meet fast-paced call center demands
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations
- Entered customer interaction details to track requests, document problems and record solutions offered
- Consulted with outside parties to resolve discrepancies and create effective solutions
- Educated customers about billing, payment processing and support policies and procedures
- Negotiated to collect balance in full
- Processed payments on accounts.
Retail Support Associate
Sears Teleserv
10.2009 - 03.2012
- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders and resolve item issues
- Investigated and resolved customer inquiries and complaints quickly
- Effective liaison between customers and internal departments
- Delivered excellent customer service, resulting in consistent customer satisfaction rating
- Responded to customer requests for products, services and company information
- Assisted customers by listening closely, finding solutions to problems and making recommendations based on extensive product knowledge.
Education
No Degree - Health Information Technology
Bishop State Community College
Mobile, AL05.2025
Skills
- Call center experience
- Strong communication skills
- Computer proficient
- MS Office proficiency
- Time Management
- Medical terminology knowledge
- Proficient Typing
- Customer Service/Associate Trainer
- Medical Terminology Expertise
- Insurance Verification
- Eligibility Determination
- EMR
- Formularies
Licensed Health and Accident Insurance Producer
I have been licensed as a health and accident insurance producer since 2018.
Timeline
Patient Access Specialist
Getix Health
12.2020 - Current
Customer Service/Associate Trainer
The Results Companies
09.2017 - 12.2020
Inventory Associate
Walmart
09.2016 - 09.2017
Account Executive
Infinity Client Solutions
10.2013 - 09.2016
Credit and Collections Representative
NCO Financial
03.2012 - 10.2013
Retail Support Associate
Sears Teleserv
10.2009 - 03.2012
No Degree - Health Information Technology
Bishop State Community College
- Licensed - Health and Accident Insurance Producer
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