Teresa Bryant

• Troubleshoot and seek solutions to problems related to questions and concerns over health insurance coverage and explanation of benefits, orders, and sales efforts.

• Communicate with insurance payers, clients, and patients regarding financial obligations.

• Verify insurance coverage to determine patients eligibility, coverage, co-insurance, and deductibles for HME and DME orders.

• Maintain insurance authorizations for current patients.

• Research and follow up on authorization denials.

• Collaborate with branch staff to collect additional information on physician orders.

• Streamlined customer complaint resolution process, resulting in a 30% decrease in average resolution time and improved customer satisfaction.

• Utilized assessment information and community resources to provide information, linkage, and service referrals.

• Screened, assessed, triaged, and provided telephonic and virtual crisis intervention or de-escalation to identify concerns with mental illness, developmental disabilities, substance abuse, job placement, medical care, housing, and child care using established protocols to collaboratively determine an immediate course of action.

• Created budgets and governed expenditures for each case to ensure that funds were being used effectively.

• Organized employment readiness, financial, digital, and technology literacy workshops.

• Coordinated care for 50+ clients, resulting in 95% adherence to treatment plans and improved client outcomes.

• Worked with K-12 schools in one of the 52 low-income communities in Atlanta.

• Instructed sixth-grade students introducing evidence-based teaching strategies and curriculum.

• Attended and participated in meetings and brainstorming sessions with team members.

• Collaborated with subject-matter experts, evaluated, and revised training tools for improved learning platforms.

• Collaborated with team members to promote great customer service and pleasant learning environments.

• Provided individualized support to struggling students, resulting in a 20% increase in grades and improved overall learning outcomes.

• Provided administrative coordination, including records filing, customer service, correspondence management, and document collection for more than 150,000 individuals securing housing through the New York State Emergency Rental Assistance programs.

• Processed financial documents, contracts, expense reports, and invoices.

• Reviewed outgoing correspondence for proper format conformance with procedural instructions, grammar, punctuation, spelling, and attachments

• Streamlined office operations by implementing a new filing system, increasing efficiency by 30% and saving 2 hours weekly.

• Resolved the escalation process for all escalations within twenty-four hours of being escalated.

• Commanded a high volume of calls with minimal downtime in between calls.

• Maintained current on products and services.

• Developed rapport with the customer base by overseeing difficult issues with professionalism.

• Developed effective relationships with all call center departments through communication and collaboration.

• Assisted customers with various technical and billing issues via email and telephone.

• Demonstrated advanced product knowledge to solve customer issues.

• Identified opportunities to upsell products and services.

• Resolved an average of 50 customer complaints per week, resulting in a 30% decrease in overall customer churn rate.