Sarah Brockman
Glen Burnie,MD
Summary
Dynamic administrative professional with over 20 years of experience, including impactful roles at Johns Hopkins Community Physicians. Proven track record in enhancing patient engagement and reducing no-show rates. Skilled in Microsoft Office and adept at fostering team collaboration, driving quality improvements, and delivering exceptional customer service.
Overview
25
25
years of professional experience
Work History
Medical Office Assistant
Johns Hopkins Community Physicians
Glen Burnie, MD
01.2016 - 05.2026
- Supported patients with inquiries regarding coverage limits and associated costs.
- Monitored referral requests and prior authorizations to ensure timely processing.
- Ensured accurate maintenance of records through daily bank deposit processing.
- Executed administrative tasks efficiently in a timely manner. using Microsoft Office applications such as Word and Excel proficiently.
- Coordinated official communications, managing agendas, minutes, and spreadsheets to streamline information flow.
- Implemented strategies that halved patient no-show rates from 10% to 5%, receiving commendation from management.
- Compiled monthly compliance reports leveraging Tableau and Power BI to ensure regulatory adherence.
- Produced engaging visual content to enhance health awareness across diverse platforms.
Financial Counselor
University of Maryland Faculty Physicians Inc Integrative Medicine
Baltimore, MD
03.2014 - 01.2016
- Handled urgent referrals and prior authorizations efficiently, often on the same day as requests were received.
- Secured a 35% reduction in self-pay margin via patient-friendly payment programs, collecting over 50% of balances within 18 months.
- Conducted financial evaluations of claims versus self-pay accounts to assess profit and loss, informing financial strategies.
- Managed administrative functions for integrative medicine center, focusing on patient insurance verification and service authorizations to streamline patient access.
- Prepared official office documents including messages, agendas, and minutes using Microsoft Office software for effective communication.
Executive Assistant
Drake Incorporated
Washington, DC
09.2011 - 05.2013
- Provided comprehensive administrative support to CEO and project managers for bid preparations and contract processes.
- Maintained calendars and travel itineraries for CEO and project managers, ensuring efficient scheduling.
- Coordinated and prepared correspondence, presentations, and essential documents to support executive functions.
- Utilized Microsoft Office applications to create reports and presentations for stakeholder meetings.
- Planned client meetings, developed agendas, coordinated travel schedules, and arranged venues.
- Served as primary point of contact for callers and visitors, facilitating effective communication.
- Managed official communications, agendas, and records while processing daily bank deposits accurately.
- Oversaw office supply maintenance and vendor services to facilitate daily operations.
Team Lead/ Financial Counselor
Arrowhead Behavioral Health
Maumee, OH
06.2008 - 05.2010
- Corporate recognition for highest upfront collection percentage within division; developed self-pay collection procedure that increased upfront collections from 30% to 80%.
- Led business office administrative and management functions, ensuring efficient operations and team alignment.
- Executed insurance verifications and prior authorizations for all patients, managing follow-up correspondence with insurance carriers to expedite approvals.
- Gathered in-network and out-of-pocket costs for patients, delivering detailed explanations of benefits to enhance patient understanding and support.
- Implemented Helping Hands employee empowerment program which increased employee satisfaction by 65% according to Gallup survey; corporate recognition received.
Provider Relations Representative
Medical Mutual of Ohio
Toledo, OH
06.2005 - 07.2007
- Supplied subscribers and providers with insurance expertise on adjudications, adjustments, and correspondence to facilitate informed decision-making.
- Explained policy benefits in detail through written and verbal communication to ensure subscribers understood their coverage.
- Analyzed and resolved insurance claims
- Translated policy language.
- Worked full-time schedule of 40 hours per week to support team operations.
Training Specialist
AGIA Insurance Services
Scottsdale, AZ
06.2001 - 02.2005
- Designed, developed, and implemented training strategies and curriculum to include programs specific to fostering scientific expertise and to meet the continuing education requirements of new and current employees.
- Evaluated learning progression of trainees and recommended improvements to enhance the organization's employee development program.
- Facilitated post-training focus groups to measure trainee progress and identify additional training needs.
- Developed and delivered product and technical training documentation; designed and implemented curriculum involved in new product training.
- Assessed progress of trainees' skill level and progress; advised members of management of progress with recommendation to continue or terminate training of employees.
- Delivered training and coaching to leaders and HR cohorts regarding conduct management, investigative procedures, employee retention, documentation practices, and local employment laws.
- Developed training materials, templates and supported ongoing refinements of employee relations policies.
- Provide subject matter experts in employee relations, EEO, anti-harassment, anti-discrimination, and retaliation compliance.
- Recommended outcomes and well-analyzed investigative reports outlining findings and credibility assessments.
- Achieved corporate recognition for leading migration training of newly developed call center, resulting in 75% trainee retention at AGIA Insurance Services, with three advancing to executive-level positions.
- Organized interactions between departments to ensure compliance were maintained.
Education
Bachelor of Arts - Psychology
Adams State University
Alamosa, COMasters of Science - Industrial/Organizational Psychology
Capella University
Minneapolis, MNSkills
- Customer service expertise Employee relations expertise Curriculum development Knowledgeable Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Teams, Adobe Acrobat, Avaya Call Management System, EPIC, Tableau/Power BI, Kronos, SAP, GE/IDX, VIP Gauss Docview, AS/400 system, CORS, TOPPS, HMS Employee training Claims processing knowledge CPT and ICD-9 coding knowledge Critical thinking skills Successful in fast-paced environments with demanding deadlines
- AS/400 system
- CORS
- TOPPS
- HMS
- CPT and ICD-9 coding knowledge
- Data entry
- Safety protocols
- Successful in fast-paced environments with demanding deadlines
- Critical thinking skills
- Data entry
- Insurance verification
Timeline
Medical Office Assistant
Johns Hopkins Community Physicians
01.2016 - 05.2026
Financial Counselor
University of Maryland Faculty Physicians Inc Integrative Medicine
03.2014 - 01.2016
Executive Assistant
Drake Incorporated
09.2011 - 05.2013
Team Lead/ Financial Counselor
Arrowhead Behavioral Health
06.2008 - 05.2010
Provider Relations Representative
Medical Mutual of Ohio
06.2005 - 07.2007
Training Specialist
AGIA Insurance Services
06.2001 - 02.2005
Bachelor of Arts - Psychology
Adams State University
Masters of Science - Industrial/Organizational Psychology
Capella University