Trenity Brown

• Increased operational efficiency by implementing streamlined system that exceeded customer contact time goal by 33%, resulting in faster and more efficient processing of claims
• Successfully oversaw claims for 5 dedicated commercial accounts, while managing average inventory of 200 claims across diverse sectors including public sector and small to large businesses
• Proactively resolved conflicts and delivered difficult outcomes to insured and claimants while maintaining positive customer experience
• Ensured prompt claims processing by monitoring claims closely and completing all necessary tasks, such as evaluating damages and taking recorded statements, to bring claims to closure.

• Reviewed and analyzed 200+ customer calls per week, identifying trends and discrepancies, resulting in 15% improvement in call quality and adherence to compliance standards
• Collaborated with cross-functional teams to develop and implement new call review procedures, contributing to 25% enhancement in overall customer service experience and alignment with industry best practices
• Demonstrated expertise in regulatory compliance, ensuring 100% adherence to requirements
• Achieved 98% accuracy rate in documentation of audit results, ensuring that insights were accessible for decision-making and facilitating process improvements.

- Managed calendars, scheduled appointments, and coordinated meetings for team of 9 doctors
- Streamlined office operations by implementing new filing system, reducing retrieval time by 75%
- Oversaw travel arrangements, expense reports, and handled correspondence effectively.
- Provided exceptional customer service, resolving inquiries and issues promptly.
- Verified patient insurance coverage, including eligibility, benefits, and pre-authorizations.
- Communicated effectively with insurance companies to resolve discrepancies and ensure accurate coverage information.
- Updated and maintained patient records with current insurance information.
- Collaborated with healthcare providers and billing departments to streamline verification processes, reducing errors by 60%