Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
OfficeManager

L. Kirby Brooks

Arcadia,Florida

Summary

Experienced Health Care administrator with effective communication skills in customer service and extensive knowledge of the health care system.

Overview

17
17
years of professional experience

Work History

Assistant Store Manager

Dollar General
03.2021 - Current
  • Maintained positive customer relationships by responding quickly to customer service inquiries.
  • Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
  • Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
  • Supervised and evaluated staff, enabling them to improve skills, achieve daily objectives and attain advancement.

Patient Service Associate

Duke Regional Hospital
04.2013 - 10.2020
  • Greet and provides assistance to visitors and patients.
  • Direct incoming calls.
  • Prepare for clinic visits by reviewing next day patients and completing next day preparation activities.
  • Applied administrative knowledge and courtesy to explain procedures and services to patients.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Facilitated communication between patients and various departments and staff.

Customer Service Representative

UPMC Health Plan
01.2012 - 01.2013
  • Answered inbound calls regarding health benefits, medical claims, and flexible spending account information.
  • Advised employer group members information regarding how best to utilize health care plans and products provided by organization.
  • Interpreted and communicated policies to policy holders.
  • Investigated and reported issues relating to patient care or conditions that might hinder patient well-being.

Lead Patient Financial Services Representative

Kaiser Permanente
01.2006 - 12.2011
  • Received, responded, and documented incoming phone calls and in person visits using web and system based resources.
  • Worked with internal and external billing companies to seek out financial resolutions.
  • Provided benefit and policy interpretation for all plans.
  • Processed medical claims.
  • Partnered with appropriate individuals to respond to Member Services telephone requests involving but not limited to claims, benefits and policy interpretation, transition of care, and open enrollment transitions for all plan members and perspective members.
  • Actively sought information to understand member/patient circumstances, problems, expectations and needs.
  • Examined insurance policies and other third party sponsorship materials for sources of payment.
  • Utilized public health resources such as Medicare, Medicaid and CHP+.

Education

Bachelor of Science - Healthcare Services Administration

Regis University
Denver, CO
2010

Associate of Science - Registered Medical Assistant

Cambridge Medical College
Aurora, CO
1995

Skills

Patient Admissions/Registration

  • Medical terminology knowledge
  • Insurance and collections procedures
  • Interpersonal and written communication
  • Hospital & call center operations
  • Strong customer service
  • Goals and Performance
  • Issue Resolution

Accomplishments

  • Recipient of "The Silver Star Award for Excellent Customer Service " in 2009.

Timeline

Assistant Store Manager

Dollar General
03.2021 - Current

Patient Service Associate

Duke Regional Hospital
04.2013 - 10.2020

Customer Service Representative

UPMC Health Plan
01.2012 - 01.2013

Lead Patient Financial Services Representative

Kaiser Permanente
01.2006 - 12.2011

Bachelor of Science - Healthcare Services Administration

Regis University

Associate of Science - Registered Medical Assistant

Cambridge Medical College

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L. Kirby Brooks