Mallorie Brown
Houston,TEXAS
Summary
Capable Patient Representative dedicated to providing superior support for patients in need of reliable information regarding insurance coverage, finance options and documentation requirements. Well-versed in scheduling and database management functions for streamlined communication and reduced correspondence backlogs. Excels at identifying client needs and concerns to improve engagement strategies and overall service. With over 15 years medical experience focused n detail-oriented Patient Access Representative with extensive medical services background and strong work ethic. Excellentethic.Excellent communications skills and empathetic nature enabled achievement of positive outcomes.
Overview
14
14
years of professional experience
Work History
Pre-Service Therapy Representative II
Texas Children’s Hospital
05.2022 - 01.2024
- Capture all authorizations for OT/PT/ ST services for multiple locations (6)
- Ensure accurate epic estimate to give to patients for service prior appointment.
- Verification of insurance benefits
- Adhere to all metrics and productivity standards numbers above average at 90%
- Ensure accurate patient estimates based on benefits.
- Effectively and efficiently, complete assigned tasks and daily expectations.
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Responded to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims.
- Streamlined internal processes for improved efficiency, reducing overall costs for the organization.
Ambulatory Service Rep/Therapy Coordinator II
Texas Children’s Hospital
04.2018 - 01.2021
- Checking patients in and out when arrive for medical appointments
- Answering the phone to address patient inquiries and scheduling appointments.
- Documenting insurance information, personal information, payment methods and other important patient information.
- Communicating information and important details to other medical care staff.
- Contacting insurance companies regarding coverage, pre-approvals, billing and other issues 5-15 a day.
- Processing payments from patients and handling billing issues between patients and insurance companies
- Managing various types of paperwork and other clerical duties, managed therapist schedules.
- Trained new hirers
- Liaised between insurance companies and patients for coverage verification purposes, minimizing financial concerns for patients receiving treatment.
- Designed and introduced leadership development, coaching and team management model, resulting in promotion of employees into increased levels of responsibility.
Ambulatory Service Rep II (Cardiology)
Texas Children’s Hospital
04.2014 - 01.2018
- Checking patients in and out before and after appointments
- Answering the phone to address patient inquiries and scheduling appointments up to 50 patients a day.
- Documenting insurance information, personal information, payment methods and other important patient information
- Updating patient files and appointment information accurately
- Communicating information and important details to other medical care staff
- Contacting insurance companies regarding coverage, pre-approvals, billing and other issues
- Processing payments from patients and handling billing issues between patients and insurance companies
- Managing various types of paperwork and other clerical duties
- Trained new hirers assisted in schedule building for new patients.
- Coordinated specialized clinics.
Patient Access Rep/ Insurance Verification Specialist
Memorial Hermann
03.2012 - 04.2015
- Responsible for insurance verification and authorization for six physicians for nuclear medicine, Echocardiogram Stress Echocardiograms and Holter monitors.
- Obtained referrals form PCP with proper patient history.
- Consulted patients with their patient responsibility, based on their deductible, and coinsurance for any outpatient procedures per their insurance plans.
- Trained front desk staff on understanding of insurance policy and collection process.
- Trained new hire in accordance with policy.
Referral Coordinator/Insurance Verification Specialist
TCB Mobile diagnostic Services
06.2010 - 01.2012
- Verify patient’s insurance coverage and benefits eligibility
- Interact with patients, healthcare providers, and insurance companies to obtain necessary information
- Coordinate with medical staff to ensure necessary documentation for insurance verification is available
- Update insurance and patient information in the system as necessary
- Prepare and submit insurance claims
- Follow up on any issues related to insurance verification and claim submission
- Navigate insurance company websites and online tools to confirm details of coverage
- Resolved patient billing and insurance inquiries and disputes
- Communicate with patients regarding their insurance coverage and benefits
- Comply with all privacy and confidentiality rules and regulations
- Maintain a record of all interactions for reporting and audits
- Responsible for obtaining authorization for specialist referrals, imaging, DME and Nuclear Med
- Programe CPAP machines, with instructional demonstrations
- Insurance verification for diagnostic testing.
- Scheduled outpatient diagnostic testing, I-CD-9 coding and procedure code checks, while providing excellent customer service with direct patient care.
Education
Bachelor of Arts - Social Work
Texas Southern University
HUSTON12.2025
Certified, Medical Assistant Program -
Remington College
Houston, TX08.2009
Skills
- Working knowledge of EPIC, CITRIX, IDX, E-Clinical Works Software and Dec med Medical Billing software
- Precertification of patient records, authorization for insurance verification as well as appointment scheduling
- Excellent prioritizing abilities to meet various deadlines, while maintaining accuracy in assigned work Communicate effectively with a diverse population in both work and community, including management, parents, patients and staff
- Cross-trained in all aspects of the Outpatient clinic process, both medical and therapy
- Team Leadership
References
3 References upon request
Timeline
Pre-Service Therapy Representative II
Texas Children’s Hospital
05.2022 - 01.2024
Ambulatory Service Rep/Therapy Coordinator II
Texas Children’s Hospital
04.2018 - 01.2021
Ambulatory Service Rep II (Cardiology)
Texas Children’s Hospital
04.2014 - 01.2018
Patient Access Rep/ Insurance Verification Specialist
Memorial Hermann
03.2012 - 04.2015
Referral Coordinator/Insurance Verification Specialist
TCB Mobile diagnostic Services
06.2010 - 01.2012
Bachelor of Arts - Social Work
Texas Southern University
Certified, Medical Assistant Program -
Remington College