Tina Brackett
McKinstry
Reno,NV
16
Years of experience
Healthcare benefits and client-service professional with extensive experience supporting Reference-Based Pricing (RBP) health plans, healthcare benefits navigation, member advocacy, and medical reimbursement. Skilled in helping members understand and navigate complex healthcare benefits, reviewing claims, EOBs, and provider statements, and coordinating with health plans, vendors, providers, and internal teams to resolve billing and benefit issues. Strong background in client and member communication, healthcare research, complex problem resolution, and confidential information management, supported by prior clinical experience as a Certified Medical Assistant and Clinical Supervisor. Known for providing compassionate, personalized support while managing competing priorities and following issues through to resolution.
Work History
Benefits Concierge
1 Year- Support employees and members in navigating a Reference-Based Pricing (RBP) medical plan, providing personalized guidance to help them understand benefits, resolve issues, and access available resources.
Serve as a primary point of contact for complex medical-plan questions, researching issues, identifying appropriate solutions, and following through to resolution.
Coordinate with healthcare vendors, providers, health-plan partners, and internal teams to resolve member concerns and minimize disruption to the member experience.
Educate employees and members on medical-plan processes, benefits, healthcare navigation, and available resources while setting clear expectations and providing timely updates.
Advocate for members experiencing billing, claims, provider, and balance-bill concerns, coordinating with appropriate vendors and partners to facilitate resolution.
Research claims, EOBs, provider statements, benefit information, and other documentation to identify discrepancies and determine appropriate next steps.
Manage sensitive and confidential member information while maintaining a high level of professionalism, empathy, sound judgment, and discretion.
Track member issues, follow-ups, and resolutions to ensure timely completion and continuity of support.
Develop and maintain process documentation to support consistency, cross-training, and backup coverage for Benefits Concierge responsibilities.
Handle complex and ambiguous situations requiring research, critical thinking, collaboration, and independent judgment.
Build trusted relationships with employees, managers, vendors, and internal partners through responsive communication and personalized support.
Balance competing priorities and time-sensitive requests while maintaining accuracy, urgency, and a positive member experience.
Client Support Specialist
3 Years 8 Months- Provide client-facing support to health plans, employers, brokers, and third-party administrators, serving as a resource for questions, issues, and healthcare reimbursement processes.
Manage a high volume of client requests and cases while prioritizing urgent issues, maintaining accurate documentation, and ensuring timely follow-up through resolution.
Collaborate with teams to research complex client and member concerns, identify appropriate solutions, and coordinate next steps.
Communicate directly with clients to gather necessary information, explain processes, establish expectations, and provide regular status updates.
Research claims, provider billing information, EOBs, payment records, and other documentation to help identify discrepancies and determine appropriate resolution.
Support clients with balance-bill concerns by coordinating with vendors, providers, and other involved parties.
Proactively identify potential issues within client accounts and take action to prevent escalations, service disruptions, and unresolved member concerns.
Maintain detailed records of client interactions, case activity, communications, and resolutions within CRM systems and other tracking tools.
Provide personalized support by understanding individual client needs and developing solutions appropriate to each situation.
Participate in client meetings contributing information gathered from direct client and member interactions.
Strengthen client relationships through consistent communication, proactive follow-up, and timely resolution of issues.
Develop and maintain support documentation and FAQs to improve operational efficiency, promote consistency, and reduce repeat inquiries.
Continuously expand knowledge of healthcare reimbursement processes, client requirements, and industry practices through ongoing training and collaboration.
Maintain confidentiality of sensitive healthcare and client information while adhering to company policies and applicable privacy requirements
Certified Medical Assistant
6 Months- Fitted DME products, casting removal and application and post-operative orthopaedic wound care to include suture removal and wound dressing.
- Collected and documented patient medical information such as blood pressure and weight.
- Enhanced patient outcomes by providing knowledgeable education on procedures, medications and other physician instructions.
- Taught patients about medications, procedures and care plan instructions.
- Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.
- Directed patients to exam rooms, fielded questions and prepared for physician examinations.
- Educated patients by providing medication and diet information and clarifying physicians' orders, answering questions thoroughly.
- Obtained client medical history, including medication information, symptoms and allergies.
- Explained procedures to patients to reduce anxieties and increase patient cooperation.
- Prepared patients for X-rays, suture removal and dressing changes.
Clinic Administrator/Supervisor
2 Years 8 Months- Manage clinic day-to-day operations including bookkeeping, care coordination with community partners, and staff schedules to maximize appointment availability and efficiency
- Directly supervise Physician Assistants, Medical Assistants, Radiology Technician, and Receptionist Staff and provide oversight for their clinical proactive, perform chart audits, and feedback to improve clinical practice
- Develop monthly staff schedule, review time cards, and provider input to payroll
- Hire candidates to achieve organizational goals
- Responsible for employee performance management by completing performance appraisals and setting individual goals which help to achieve organizational milestones. Provide timely feedback and documented corrective action when/ if necessary
- Receive diagnostic orders for Rapid Orthopedic Clinic and obtain insurance authorization through third party system
- Screen and schedule patients for outpatient surgical procedures
- Monitored unit budget to ensure financial objectives were met
- Participate in management meetings, workshops, strategy meetings for the betterment of the organization
Clinic Floor Supervisor
1 Year 9 Months- Responsible for overseeing the daily clinical operations including opening/ closing of the main clinic, staffing, vacation/time off for back office personnel, performing annual reviews, and quarterly training sessions
- Monitor physician schedules and organize patient flow
- Assist physicians and physician assistants with various procedures, charting, relaying instructions to patients/ families, answering calls and providing pertinent information
- Sending/ receiving patient medical records, obtaining lab and x-ray reports, hospital notes, referrals and diagnostic studies
- Monitoring current supply stock and insuring proper maintenance of assigned equipment in accordance with departmental and clinical protocols
- Taught patients about medications, procedures and care plan instructions
- Enhanced patient outcomes by providing knowledgeable education on procedures, medications and other physician instructions
- Conducted monthly and quarterly inventory of supplies using facility cost reporting records
- Directed patients to exam rooms, fielded questions and prepared for physician examinations
- Reported any unusual or urgent circumstances in patients’ condition or environment immediately to the physician
Lead Certified Medical Assistant
2 Years 8 Months- Documented vital signs and health history for 40+ patients every 10-15 minutes.
- Collaborated with medical and administrative personnel to maintain patient-focused, engaging and compassionate environment.
- Promoted office efficiency, coordinating charts, completing insurance forms and helping patients with diverse needs.
- Directed patients to exam rooms, fielded questions and prepared for physician examinations.
- Called and faxed pharmacies to submit prescriptions and refills.
- Conducted monthly and quarterly inventory of supplies using facility cost reporting records.
- Enhanced patient outcomes by providing knowledgeable education on procedures, medications and other physician instructions.
- Prepared patients for X-rays, suture removal and dressing changes.
- Sanitized, restocked and organized exam rooms and medical equipment.
- Explained procedures to patients to reduce anxieties and increase patient cooperation.
- Taught patients about medications, procedures and care plan instructions.
- Collected and documented patient medical information such as blood pressure and weight.
- Performed clerical duties, such as word processing, data entry, answering phones and filing.
- Obtained client medical history, including medication information, symptoms and allergies.
Certified Medical Assistant
6 Years 11 Months- Fitted DME products, casting removal and application and post-operative orthopaedic wound care to include suture removal and wound dressing.
- Collected and documented patient medical information such as blood pressure and weight.
- Enhanced patient outcomes by providing knowledgeable education on procedures, medications and other physician instructions.
- Taught patients about medications, procedures and care plan instructions.
- Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.
- Directed patients to examining rooms and coordinated transportation assistance as necessary.
- Directed patients to exam rooms, fielded questions and prepared for physician examinations.
- Educated patients by providing medication and diet information and clarifying physicians' orders, answering questions thoroughly.
- Obtained client medical history, including medication information, symptoms and allergies.
- Explained procedures to patients to reduce anxieties and increase patient cooperation.
- Prepared patients for X-rays, suture removal and dressing changes.
Certified Medical Assistant
2 Years 5 Months- Collected and documented patient medical information such as blood pressure and weight.
- Enhanced patient outcomes by providing knowledgeable education on procedures, medications and other physician instructions.
- Taught patients about medications, procedures and care plan instructions.
- Educated patients by providing medication and diet information and clarifying physicians' orders, answering questions thoroughly.
- Explained procedures to patients to reduce anxieties and increase patient cooperation.
- Prepared patients for sigmoidoscopy procedures
Certified Medical Assistant
4 Months- Assist in minor surgeries and procedures including prostate and bladder biopsies, ultrasounds, urodynamics, mixing BCG/ Interferon, placing and removing catheters and administering injections.
- Assist in setting up Cystoscope
- Collected and documented patient medical information such as blood pressure and weight.
- Enhanced patient outcomes by providing knowledgeable education on procedures, medications and other physician instructions.
- Taught patients about medications, procedures and care plan instructions.
- Educated patients by providing medication and diet information and clarifying physicians' orders, answering questions thoroughly.
- Obtained client medical history, including medication information, symptoms and allergies.
- Explained procedures to patients to reduce anxieties and increase patient cooperation.
Education
- Medical Assistant Diploma
- General Studies
High School Diploma
Skills
Reference-Based Pricing (RBP) Navigation
Healthcare Benefits & Plan Navigation
Member Advocacy & Support
Medical Claims & EOB Review
Provider Billing & Balance-Bill Resolution
Healthcare Reimbursement
Benefits Education & Member Communication
Client & Member Relationship Management
Healthcare Vendor Coordination
Complex Issue Resolution
Claims & Billing Research
Cross-Functional Collaboration
Case & Account Management
Client Communication & Follow-Up
Problem Solving & Critical Thinking
Confidential Healthcare Information
Process Documentation & Workflow Development
CRM & Database Management
Insurance & Patient Billing
Customer Service & Conflict Resolution
Prioritization & Time Management
NSA Support
Timeline
Benefits Concierge
McKinstry
09.2025 - CurrentRead More
Client Support Specialist
6 Degrees Health
01.2022 - 09.2025Read More
Certified Medical Assistant
Columbia Memorial Hospital
12.2020 - 06.2021Read More
Clinic Administrator/Supervisor
Olympia Orthopaedic Associates
09.2017 - 05.2020Read More
Clinic Floor Supervisor
Olympia Orthopaedic Associates
12.2015 - 09.2017Read More
Lead Certified Medical Assistant
Olympia Orthopaedic Associates
01.2015 - 09.2017Read More
Certified Medical Assistant
Olympia Orthopaedic Associates
06.2013 - 05.2020Read More
Certified Medical Assistant
Olympia Multi Specialty Clinic
01.2011 - 06.2013Read More
Certified Medical Assistant
Swedish Urology Group
09.2010 - 01.2011Read More
Everest College
from Medical Assistant Diploma
Read More
Green River Community College
from General Studies
Read More
Auburn Senior High School
High School Diploma
Read More