Hi, I’m
CARLA M. BROWN
Charlotte,NC
Summary
Experienced with Patient Account Management, including Billing and Payment Reconciliation. Utilizes skills in resolving account discrepancies and improving billing efficiency. Knowledge of Healthcare Regulations and Customer Service Principles ensures effective Financial Management and Patient Satisfaction.
Overview
13
years of professional experience
Work History
Atrium Health
Patient Financial Services Representative
10.2023 - 05.2025
Job overview
- Managed patient billing accounts with accuracy and confidentiality, ensuring compliance with
HIPAA and organizational policies. - Processed insurance claims, payments, and adjustments while coordinating with payers to
resolve denials or discrepancies. - Provided clear and empathetic communication to patients regarding balances, payment plans,
and insurance coverage. - Researched and reconciled account variances, applying problem-solving skills to expedite account resolution.
- Collaborated with clinical, financial, and insurance teams to optimize the revenue cycle and
enhance patient satisfaction.
Principal Financial Group Inc
Retirement Operations Specialist
02.2021 - 09.2023
Job overview
- Processed deposits, distributions, payments, and transfers for retirement accounts.
- Managed client relationships, ensuring compliance with trust and investment guidelines.
- Conducted analyses of retirement benefit metrics and presented reports to leadership.
- Coordinated participant statement outsourcing and recordkeeping services.
- Utilized trust and investment systems to monitor accounts and prepare client reports.
Wells Fargo & Company
Retirement Specialist
11.2018 - 01.2021
Job overview
- Managed retirement plan enrollments and participant communications to enhance client understanding of benefits.
- Developed personalized retirement strategies aligning with clients' financial goals and risk tolerance.
- Perform calculations for benefit levels, withdrawals, loan provisions, or deferred retirement setups.
- Ensure retirement plans adhere to ERISA, IRS rules, and company policies
OrthoCarolina
Billing Account Customer Service Rep II
08.2016 - 06.2018
Job overview
- Processed and reviewed medical claims, corrected ICD-9 coding errors, and conducted investigations on claim denials.
- Negotiated outstanding account balances and resolved complex billing discrepancies to ensure accurate patient statements.
- Administered refunds, applied lockbox payments, and executed adjustments for claim denials and credit balances.
- Escalated unresolved accounts to collections following 30 days of initial soft collection efforts.
PMAB
Insurance Follow-Up
03.2015 - 08.2016
Job overview
- Reviewed and manage outstanding insurance claim balances, resubmitting corrected claims as needed.
- Investigated causes of claim rejections; adjust claims per payer guidelines and follow through with resubmission and documentation.
- Established strong relationships with external partners such as insurance providers and regulatory authorities, facilitating collaboration on risk-related initiatives.
- Expedited insurance claim processing by accurately recording treatment information and submitting necessary documentation promptly.
Outsource Group
Patient Account Rep
03.2012 - 10.2014
Job overview
- Provided escalation support to resolve complex billing and insurance account issues.
- Conducted investigations on collection matters involving hospitals, clinics, and providers across the eastern region.
- Utilized STAR, Cerner, and IDX systems to perform account reconciliation and ensure accuracy.
Education
Myers Park HighCharlotte, NC
High School Diploma
Skills
- Healthcare & Insurance: Payment Processing EOB Review CPT/ICD-9 Billing & A/R Prior Authorizations Collections Patient Financial Counseling
- Retirement & Finance: Defined Benefit Plans Plan Administration Investment & Trust Services Asset Management Compliance
- Technology & Tools: MS Office Suite Google Workspace EPIC SiSCSeo OneSource Salesforce Kronos STAR Cerner IDX Beta
Timeline
Patient Financial Services Representative
Atrium Health
10.2023 - 05.2025
Retirement Operations Specialist
Principal Financial Group Inc
02.2021 - 09.2023
Retirement Specialist
Wells Fargo & Company
11.2018 - 01.2021
Billing Account Customer Service Rep II
OrthoCarolina
08.2016 - 06.2018
Insurance Follow-Up
PMAB
03.2015 - 08.2016
Patient Account Rep
Outsource Group
03.2012 - 10.2014
Myers Park High
High School Diploma