To’Mekia Brewer
La Grange,GA
Summary
Dynamic Client Service Coordinator with a proven track record at InterCall, excelling in financial reporting and client relationship management. Adept at implementing customer retention strategies, I consistently achieved high satisfaction rates while leading cross-functional teams to enhance service delivery and drive sales growth. Strong attention to detail and effective communication skills ensure optimal client engagement.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Patient Access Representative
WellStar Health Systems
LaGrange, GA
04.2024 - Current
- Managed incoming faxes related to patient registration processes.
- Coordinated scheduling of appointments across multiple departments to optimize patient care.
- Processed patient responsibility estimate determined by insurance at pre-registration.
- Organized and maintained records by updating and obtaining both personal and financial information from patients.
- Reviewed eligibility responses to assess patient benefit level and prepare estimates.
- Cultivated positive relationships with patients to help facility meet satisfaction scores and patients obtain best possible care.
- Organized timely and accurate referrals to help patients obtain health care services and access available resources.
- Verified insurance coverage for services provided by the facility.
- Scanned documents into electronic medical records system.
- Utilized hospital systems to update patient records, ensuring accuracy and completeness.
- Verified documentation methodically to avoid critical errors impacting care delivery and payments for services.
- Managed patient check-in process, ensuring accurate data entry of personal and insurance information.
- Collaborated with other departments to ensure quality customer service was delivered.
- Obtained informed consent and payment documentation from patients and filed in system.
- Assisted with preparing daily cash reports for accounting department.
- Handled high volume of incoming calls, providing exceptional customer service to patients and families.
- Provided directions and information to patients and families, enhancing their hospital experience.
- Facilitated patient registration, verifying all required documentation is collected and filed properly.
- Processed patient co-pays, deductibles, and other payments, ensuring accurate financial records.
- Registered patients by completing face-to-face interviews to obtain demographic, insurance, and medical information.
- Screened patients for eligibility for state, local and federal assistance programs.
- Provided assistance to internal departments when needed.
- Assisted in the implementation of new technologies and processes to improve patient access services.
- Processed patient admissions, registrations, transfers, and discharges according to established procedures.
- Stayed current on community-based resources and services useful to patients.
- Performed pre-registration functions such as verifying demographic information, obtaining authorizations, and collecting deposits and co-payments.
- Supported emergency department registration during peak times, ensuring rapid patient processing.
Client Service Coordinator
InterCall/West Corporation/Intrada
Omaha, NE
01.2010 - 08.2023
- Completed trend reporting and financial forecasting.
- Responsible for managing the overall relationship with their clients.
- Worked closely with different teams within the company to identify new leads and potential clients.
- Worked to coordinate with customer support, marketing, and product development teams to ensure that client needs are met efficiently.
- Documented customer correspondence in CRM to track requests, problems, and solutions.
- Implemented strategies aimed at improving customer retention rates and increasing overall sales.
- Created detailed project plans outlining timelines, objectives, milestones and resources required.
Medical Biller/Coder
EMS Consulting
01.2021 - 12.2022
- Support patients by establishing accounts within the required systems.
- Completed required billing to insurance companies and government programs where patient had coverage.
Remote Medical Coder
SCT Prep Academy
01.2018 - 12.2020
- Review electronic medical records and assign appropriate medical codes.
- Maintain productivity rate of over 150 claims reviewed per day.
- Maintained a minimum 95% accuracy on monthly audits.
Pharmacy Technician
The Kroger Company
01.2016 - 08.2020
- Comply with all regulatory guidelines and expectations.
- Verify patient demographics and insurance.
Account Manager
InterCall
Omaha, NE
01.2008 - 01.2010
- Conduct research on billing, payments, and credits.
- Responsible for managing the overall relationship with their clients.
- Provided technical assistance during product demonstrations or presentations.
- Recognized security risks to properly handle situations.
- Collaborated with marketing teams to develop targeted campaigns for account acquisition and growth.
- Participated in brainstorming sessions to develop new ideas for business development initiatives.
- Developed strategies to increase revenue from existing accounts.
- Utilized CRM tools to track client interactions, sales opportunities, and account history.
- Conducted regular business reviews with clients to understand their needs and align products and services accordingly.
- Renewed existing accounts by building relationships with clients.
- Developed and implemented account plans to increase revenue and market share within designated sectors.
- Led cross-functional teams to address complex client needs, ensuring cohesive effort and solutions.
- Prepared monthly financial statements for each account.
Customer Service Representative
InterCall
Omaha, NE
03.1998 - 01.2010
- Connected customers to conference calls.
- Supporting clients by answering questions, solving problems and handling customer requests.
- Updated system with order specifics and customer details, preferences, and billing information.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Answered inbound calls, chats and emails to facilitate customer service.
- Surpassed sales goals through implementation of successful marketing strategies.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Prevented key account losses by researching discrepancies and correcting problems.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Contacted customers about potential service upgrades, new services and account changes.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Implemented innovative methods for streamlining the customer service process.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Developed strong relationships with customers by providing personalized assistance and support.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Promoted available products and services to customers during service, account management and order calls.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Excelled in exceeding daily credit card application goals.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Provided accurate information about products and services to customers.
- Developed strong customer relationships to encourage repeat business.
- Used approved scripts to de-escalate angry customers during telephone interactions.
Education
Remote Medical Coder
SCT Prep Academy
Atlanta, Ga01.2020
Skills
- Financial Reporting and Forecasting
- Client relationship management
- Financial forecasting
- Trend reporting
- CRM documentation
- Customer retention strategies
- Billing and coding
- Regulatory compliance
- Project management
- Cross-functional collaboration
- Sales strategies
- Effective communication
- Problem solving
- Attention to detail
- Team leadership
- Time management
- Customer Service
- Attention to Detail
- Intermediate knowledge of medical insurance processes
- Knowledge of pharmacy technician processes
- Microsoft Office Suite (Word, PowerPoint, Excel)
- CPT, ICD-10-CM and HCPCS coding protocols
- Knowledge of insurances; United Health Care, Medicaid, Medicare, Blue Cross Blue Shield, Tricare
Certification
- PTCB Certified
- Certified Professional Coder, Completed 12/31/20
- AAPC American Academy of Professional Coders
References
References available upon request.
Skills Technical
- Microsoft Office Suite (Word, PowerPoint, Excel)
- CPT, ICD-10-CM and HCPCS coding protocols
- Knowledge of insurances; United Health Care, Medicaid, Medicare, Blue Cross Blue Shield, Tricare
Timeline
Patient Access Representative
WellStar Health Systems
04.2024 - Current
Medical Biller/Coder
EMS Consulting
01.2021 - 12.2022
Remote Medical Coder
SCT Prep Academy
01.2018 - 12.2020
Pharmacy Technician
The Kroger Company
01.2016 - 08.2020
Client Service Coordinator
InterCall/West Corporation/Intrada
01.2010 - 08.2023
Account Manager
InterCall
01.2008 - 01.2010
Customer Service Representative
InterCall
03.1998 - 01.2010
Remote Medical Coder
SCT Prep Academy
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