QIANA BREWER
Dubuque,IA
Summary
Passionate about delivering efficient, accurate, and human-centered support that improves operations and creates a seamless experience for customers and teams. Dedicated to problem-solving, organization, and clear communication in every role I take on.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Scheduling Coordinator
UnitedHealth Group
07.2024 - Current
- Maintain and optimize provider schedules with strict accuracy standards to support clinical efficiency.
- Manage inbound and outbound communications for scheduling, referrals, and appointment coordination.
- Verify and update sensitive data with strict HIPAA compliance.
- Achieved top 2 QA ranking, maintaining a 98–100% accuracy rate for over 12 consecutive months.
- Support team operations in a fast-paced, high-volume environment, ensuring deadlines are consistently met.
- Remote
Registered Medical Assistant
Midwest Medical Center
01.2017 - 05.2024
- Coordinated patient intake and documentation, verifying demographics, insurance, and medical history.
- Scheduled appointments, tests, and follow-up visits while optimizing provider schedules.
- Supported providers during examinations and procedures, including specimen collection, EKGs, injections, and vital sign monitoring.
- Prepared and submitted referrals, authorizations, and billing documentation for insurance processing.
- Processed and routed medical communications between patients, providers, and external facilities.
- Maintained accurate and up-to-date records in EMR (Cerner), ensuring compliance with HIPAA regulations.
- Educated patients on medications, procedures, and post-visit care instructions.
- Trained and mentored new staff members on workflow, EMR use, and compliance standards.
- Administered patient care by taking vital signs and preparing patients for examinations.
- Managed electronic health record systems to ensure accurate and timely documentation.
- Reached out to insurance carriers to obtain prior authorization for testing and procedures.
- Responded to inquiries from healthcare providers regarding prior authorization requests.
- Reduced turnaround time for prior authorization requests by utilizing electronic submission methods.
Work From Home Inbound Customer Service Agent
Colony Brands
01.2019 - 12.2022
- Managed high-volume calls, processed orders, verified customer information, and provided product support remotely.
- Navigated multiple databases to update records and resolve customer inquiries efficiently.
- Handled account payments, payment arrangements, and problem-solving support for complex issues.
- Remote
- Resolved customer inquiries and issues through effective communication and problem-solving techniques.
- Processed orders and returns efficiently, ensuring customer satisfaction with each transaction.
Shift Lead
Lowe’s Home Improvement
01.2013 - 12.2017
- Supervised junior customer service staff, ensuring a high standard of service and operational efficiency.
- Processed customer requests, resolved complaints, and supported daily administrative and sales tasks.
- Organized work assignments, tracked team productivity, and communicated with management regarding improvements.
- Processed customer transactions efficiently, ensuring accurate cash handling and balancing registers.
- Assisted customers with product inquiries, providing exceptional service and resolving issues promptly.
- Trained new cashiers on operational procedures, fostering team collaboration and maintaining service standards.
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Education
Registered Medical Assistant Certificate - Medical Assisting
Kaplan University
Davenport, IA01.2017
Skills
- Data Entry and Processing
- Scheduling & Resource Optimization
- Telecommunication (Remote Operations)
- HIPAA Compliance
- EMR Systems (Cerner)
- Microsoft Office Suite
- Zoom
- Critical Thinking
- Active Listening
- Workflow Prioritization
- Problem Solving
- Attention to Detail
Certification
- Registered Medical Assistant (RMA)
- CPR & AED Certification (BLS Certified)
Timeline
Scheduling Coordinator
UnitedHealth Group
07.2024 - Current
Work From Home Inbound Customer Service Agent
Colony Brands
01.2019 - 12.2022
Registered Medical Assistant
Midwest Medical Center
01.2017 - 05.2024
Shift Lead
Lowe’s Home Improvement
01.2013 - 12.2017
Registered Medical Assistant Certificate - Medical Assisting
Kaplan University