Rita Brown
Macon,GA
Summary
Customer Service and Healthcare Support Professional with 15+ years of experience in patient access, insurance verification, and billing support. Proven ability to handle high-volume calls, resolve complex patient inquiries, and navigate multiple systems in fast-paced remote environments. Skilled in HIPAA compliance, authorizations, and delivering compassionate, efficient patient care
Overview
16
16
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Cigna- Dental
Remote
10.2022 - 01.2026
- Handled 80–100+ weekly calls assisting patients and providers with benefits, claims, and billing inquiries
- Resolved complex issues related to coverage, eligibility, and claim status, reducing escalations and improving satisfaction
- Verified insurance eligibility and benefits to ensure accurate billing and service delivery
- Navigated multiple systems simultaneously to document interactions and process requests efficiently
- Maintained strict HIPAA compliance while handling sensitive patient information
- Collaborated with internal teams to resolve claim discrepancies and authorization issues
- Resolved customer inquiries regarding policy coverage and claims processing.
- Provided guidance on insurance products, enhancing customer understanding and satisfaction.
- Resolved customer inquiries and issues through effective communication and problem-solving techniques.
- Guided clients in understanding dental benefits, ensuring clarity and satisfaction with services provided.
I - Worker Compensation - Liberty Mutual
One Call Care Management
Remote
08.2021 - 04.2022
- Assisted patients and providers with authorization requests, scheduling, and claims-related inquiries
- Coordinated care services and ensured timely scheduling, rescheduling, and follow-ups
- Processed and tracked authorizations while ensuring compliance with payer guidelines
- Delivered clear communication on benefits and coverage to improve patient understanding
- Maintained accurate documentation across multiple platforms in a fast-paced environment
- Coordinated patient care services, ensuring timely communication between stakeholders.
- Managed case assignments, optimizing workflows to improve service delivery.
Intake Coordinator
Courageous Home Health Care
Macon, GA
01.2018 - 12.2018
- Coordinated patient intake processes, ensuring accurate documentation and timely communication with healthcare providers.
- Streamlined scheduling procedures to enhance efficiency in patient onboarding and service delivery.
- Managed patient intake process, including insurance verification, documentation, and scheduling
- Coordinated care between patients, providers, and care teams to ensure timely service delivery
- Verified benefits and eligibility prior to appointments to prevent billing issues
- Maintained detailed patient records while ensuring HIPAA compliance
- Improved intake workflow efficiency through organization and prioritization
Family Advocate | Customer Service Agent | Shift Manager
Crisis Line & Safe House
Macon, GA
01.2010 - 01.2018
- Facilitated communication between families and service providers to ensure access to essential resources.
- Developed individualized support plans based on client needs and available services.
- Managed patient intake process, including insurance verification, documentation, and scheduling
- Coordinated care between patients, providers, and care teams to ensure timely service delivery
- Verified benefits and eligibility prior to appointments to prevent billing issues
- Maintained detailed patient records while ensuring HIPAA compliance
- Improved intake workflow efficiency through organization and prioritization
Education
Certified Microsoft Word Application Specialist -
Central Georgia Technical College
Macon, GA01-2013
Skills
- Patient Access & Intake Coordination
- Insurance Verification & Authorizations
- Medical Billing & Claims Support
- High-Volume Call Handling (80–100 weekly)
- HIPAA Compliance & Data Protection
- EMR/EHR Systems Navigation
- Customer Service & Conflict Resolution
- Workflow Prioritization & Multitasking
- Provider & Patient Communication
Websites
Certification
- Human Service Certificate: Child and Family Services
- Certified Basic Life Support
- Medical Terminology
- Medical Coding CPC (Certified Professional Coder) Training
- AMCI Introduction to Medical Coding (I2MC) Course
- Medical Coding and Billing-Starting a Promising career
- Diagnosis Evolution: The ICD-9 to ICD-10 Transition
PROFESSIONAL DEVELOPMENT
- Children’s Healthcare of Atlanta: Best Practice in Documentation: Getting to the Bare Essentials
- Heart Saver for HealthCare Providers | Cardiopulmonary Resuscitation (CPR)
- Automated External Defibrillator (AED) | CPI training | HIPAA: Understanding and Complying
- HIPAA Compliance | Basics of Medical Terminology | Introduction to Public Health
- Record and Health Information Management | Fundamentals of Healthcare Communication
- The US Healthcare Industry: Change and Opportunities
TECHNOLOGY
Microsoft Office Suite 2010 | Word | Excel |
Timeline
Customer Service Representative
Cigna- Dental
10.2022 - 01.2026
I - Worker Compensation - Liberty Mutual
One Call Care Management
08.2021 - 04.2022
Intake Coordinator
Courageous Home Health Care
01.2018 - 12.2018
Family Advocate | Customer Service Agent | Shift Manager
Crisis Line & Safe House
01.2010 - 01.2018
Certified Microsoft Word Application Specialist -
Central Georgia Technical College