Trudonna Brown
Ridgeland,MS
Summary
Highly trained professional with a background in verifying insurance benefits and creating appropriate patient documentation. An established Insurance Verification Specialist known for handling various office tasks with undeniable ease.
Overview
19
19
years of professional experience
Work History
Verification Agent/CSR
BC Forward
06.2023 - Current
- Processed and submitted Medicaid applications into LaMeds system on behalf of clients accurately and efficiently
- Possess the ability to answer Medicaid insurance related questions
- Maintained detailed records of application submission and communicated with clients regarding application status
- Excellent communication skills to assist beneficiaries in understanding Medicaid eligibility requirements
- Successfully processed Medicaid renewals for clients within specified deadlines
- Effectively communicated with clients to gather information and resolve any issues during renewal process
- Knowledge of current public coverage programs, including extensive knowledge of Medicaid, stayed up to date on guidelines, policy changes, and application requirements
- Utilized strong attention to detail to ensure accurate documentation and compliance with Medicaid regulations
- Collaborated with internal teams and external agencies to expedite and streamline Medicaid renewal procedures
- Promoted to Medicaid Subject Matter Expert (SME) within first month of employment
- Skilled in utilizing Teams features such as chat, video calls, and document collaboration
- Experienced in using call center software and CRM systems to document and track customer interactions
- Demonstrated ability to troubleshoot and resolve technical issues related to Medicaid applications via Microsoft Teams
- Received recognition for consistently delivering error-free work and meeting quality assurance metrics
- Ensured compliance with HIPAA regulations by implementing and maintaining strict patient confidentiality protocols
- Handled sensitive and confidential information with absolute discretion
- Successfully entered large volumes of data with high accuracy and efficiency
- Demonstrated ability to meet tight deadlines and work under pressure while maintaining quality.
Fulfillment Center Associate
Amazon
08.2022 - 06.2023
- Prepared packages for shipment while adhering to carrier guidelines, resulting in reduced damages and returns due to improper packaging.
- Expedited order processing time with proficient use of warehouse management software and scanning equipment.
- Promoted a positive working culture through effective communication, active listening, and collaboration with co-workers across various departments.
- Adapted quickly to shifting priorities during peak seasons or promotional events, ensuring prompt fulfillment of all orders without compromising on accuracy or quality standards.
- Maintained a safe working environment by adhering to safety protocols and promptly reporting any hazards or incidents.
- Reduced shipping errors by meticulously checking orders against packing slips before dispatching packages.
- Contributed to quality assurance measures by inspecting products for damage or defects prior to packaging, minimizing customer complaints related to product quality.
- Reduced fulfillment errors by using RF scanners to quickly pick items to proper bins.
- Improved overall warehouse cleanliness through regular maintenance of workstations, conveyor belts, and storage areas.
- Streamlined fulfillment processes for increased efficiency through consistent organization of inventory and workspace.
- Collaborated effectively with team members for seamless coordination during high-volume periods, ensuring timely order completion.
- Achieved exceptional attendance record by consistently arriving punctually and prepared for work, contributing to overall team dependability.
- Demonstrated excellent problem-solving skills when addressing customer concerns, contributing to enhanced satisfaction rates.
- Demonstrated strong attention to detail when handling customer returns or exchanges, ensuring accurate processing and swift resolution of issues to maintain high levels of client satisfaction.
- Pulled orders quickly to maintain demanding productivity goals.
- Prepared orders for shipment by inserting associated paperwork, tagging boxes, and scanning barcodes to upload package data to tracking system.
Claims Management Specialist
Sedgwick Claims Management
02.2023 - 06.2023
- Liaison with callers from multiple client accounts
- Conducted day-to-day administrative tasks to maintain information files and process paperwork.
- Directing calls to appropriate escalation path as needed
- Claim intake
- Educated callers on documentation required to process a claim, required time frames, payment information and claim status
- Data entry of claim information that meets both internal and external requirements.
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Enhanced company reputation by providing exceptional customer service and support.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Greeted customers warmly to set tone of customer experience and provide welcoming and friendly atmosphere.
- Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
- Maintained up-to-date knowledge of industry regulations and best practices, applying this knowledge to daily operations for optimal results.
- Established strong relationships with policyholders through clear communication and empathetic handling of sensitive situations.
- Improved claim resolution times by streamlining processes and implementing efficient workflows.
- Enhanced customer satisfaction with prompt and accurate claims processing.
Criminal Records Technician
Mississippi Department of Public Safety
11.2017 - 07.2022
- Enter criminal information into law enforcement database
- Gather routine, factual information regarding customers, and enters data into computer to begin the process of determining initial or on-going eligibility
- Maintains arrest dockets and files regarding complaints, photographs, and fingerprints
- Monitors and processes paperwork for the purpose of data entry
- Performs detailed research of driver's records and documents relating to individual drivers for determining eligibility of credentials applied for by the driver
- Provides verified, routine, and factual information to persons within or outside the agency by telephone, personal contact, and/or by other correspondence
- Requests and receives information of a confidential nature
- Responds to questions and calls of citizens utilizing various computer-associated screens and programs for the purpose of customer satisfaction
- Reviews all case reports and related information regarding violators
- Reviews, verifies, and records various documents for processing
- Works closely with the Mississippi Sex Offender (MSO) attorneys in locating court documents, police reports, and other documents relating to the case.
- Maintained a safe work environment by strictly adhering to established safety protocols and guidelines.
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Completed complex repairs quickly by leveraging strong diagnostic skills and attention to detail.
- Trained new technicians on standard operating procedures, ensuring consistency across the team.
- Demonstrated adaptability when faced with new challenges or technologies, enabling quick mastery of necessary skills.
- Increased customer satisfaction with prompt and knowledgeable support for various technical issues.
- Optimized system performance thorough testing and analysis.
- Actively participated in continuous learning initiatives to stay updated on industry trends and advancements in technology.
- Performed complex mechanical alignments and equipment calibration to meet quality standards.
- Conducted root cause analyses for recurring technical issues, minimizing future disruptions.
- Reduced downtime for machines through proactive identification and resolution of technical issues.
- Provided expert advice on equipment selection, leading to an overall improvement in operational efficiency.
- Streamlined processes by implementing efficient workflows and improving technician training programs.
Reprocessing Technician II
Baptist Health Systems
06.2015 - 11.2017
- Checked equipment for any malfunction of equipment indicators before, during and after each load to ensure proper equipment settings
- Collaborate and maintained inventory of clean and sterilized surgical, instruments in accordance with Baptist and regulatory standards
- Demonstrated core standards of exceptional customer service
- Ensured compliance with safety, environmental and/or infection control practices
- Ensures the cleaning, decontamination, sterilization, maintenance, integrity, and preparations of surgical instruments, and equipment for distribution
- Follows infection prevention policies, OSHA guidelines AAMI guidelines and other regulatory requirements in the daily practice in order to assure a safe work environment for self, coworkers and patients
- Inspect color of tapes on newly autoclave items and on stored sterile packs on all supply shelves
- Demonstrated adaptability when faced with new challenges or technologies, enabling quick mastery of necessary skills.
- Provided expert advice on equipment selection, leading to an overall improvement in operational efficiency.
- Maintained compliance with hospital policies and procedures pertaining to the cleaning, sterilization, assembling, storage, and/or validation of medical supplies and equipment
- Perform sterilization procedures in accordance with sterilization standards and departmental policies and procedures
- Practice universal precautions and infection control procedures
- Maintained a safe work environment by strictly adhering to established safety protocols and guidelines.
- Trained new technicians on standard operating procedures, ensuring consistency across the team.
Customer Account Executive
Comcast
09.2014 - 06.2015
- Acts as a product consultant to business owners by articulating product features and benefits and making recommendations for new lines of business, upgrades or other services (Signature Support, Upware, etc.) based on customer needs/interests
- Regular, consistent and punctual attendance
- Must be able to work nights and weekends, variable schedule(s) and overtime as necessary
- Articulates relevant information regarding billing cycles, processes, and prorates effectively
- Communicates effectively with customers in a professional manner while setting accurate expectations for issue resolution
- Demonstrates functional skill to provide prompt resolution to customers via telephone and/or e-mail to assist with a variety of customer inquiries and issues
- Identifies opportunities for process improvements and recommends solutions to leadership
- Leverages a variety of software applications to manage customer account information and diagnose and resolve technical difficulties
- Perform complex diagnostic troubleshooting to resolve voice, video & data service issues
- Recognizes and diffuses difficult customer situations utilizing all resources, interpersonal and negotiating skills to come to resolution
- Strives for first-call resolution while handling all issues with urgency, ownership and accountability.
- Mastered and constantly improved sales prospecting, follow-up and upsell processes.
Administrative Assistant
Robert Half
04.2012 - 09.2014
- Adhere to a consistent and reliable work schedule
- Began promptly to inform supervisor immediately of any planned or unplanned changes
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Demonstrate ethical business practices and integrity in all interactions to uphold the organization
- Greet visitors via email and/or phone, to help determine their needs
- Notify appropriate personnel of any problems with clients
- Performed administrative duties such as electronic filing, typing, copying, binding, scanning etc
- Provided administrative support to ensure efficient operation of the clients
- Supports team by performing tasks related to organization and effective communication.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
Surgical Technology Externship
Central Mississippi Medical Center
07.2011 - 04.2012
- Assisted team members in the operating room with the positioning, moving and transporting of patients
- Assisted with pre-operating preparation procedures of patients
- Assisted in the surgical setup including connecting suction, electrical cords, power cables and tools for electrocautery
- Coordinated equipment, supplies and use of instruments according to instructions of surgeon and attending physicians
- Effectively communicated and collaborated with all team members prior to operating procedures
- Utilized supplies in the most cost-effective manner
- Participated in the proper turnover and set up of operating room after every surgical procedure
- Regularly audits inventory levels of clinics and operating rooms to ensure adequate supply of stock for patient care
- Tasked to check and troubleshoot equipment and tools to ensure proper functioning and correct performance during surgery.
Lead Central Supply Technician
University of Mississippi Medical Center
11.2005 - 04.2012
- Assembled, checked, and finalized crash carts
- Assisted with maintaining established departmental policies and procedures, quality improvement, safety, environmental and infection control standards
- Audited case carts for accuracy
- Organized and maintained stock for various surgery departments
- Decontaminated medical equipment and distributed medical supplies to hospital, laboratories and clinics
- Maintained a clean and safe working environment
- Maintained security of the equipment and supplies
- Prepared case cards with medical supplies and instruments for surgical procedures
- Restocked, labeled and maintained supply inventories
- Submitted supply requisitions and distributed supplies, linens, medical equipment and crash carts to hospital departments, laboratories and clinics
- Verified that equipment functions properly, requisitions for equipment maintenance, repair, or replacement; and removed defective equipment.
Education
Associate of Applied Science Degree - Surgical Technology
Virginia College
Jackson, MS05.2011
Associate of Science Degree - Medical Office Management
Virginia College
Jackson, MS06.2003
High School Diploma -
Canton High School
Canton, MS05.1998
Skills
- Administrative
- Attention To Detail
- Auditing Reporting
- Customer Enrollment
- Customer Service
- Databases Employee Relations
- Exceptional Communication Skills
- Flexibility
- Great Analytical Skills
- Highly Organized
- Medical Terminology
- Microsoft Programs
- Proficient in Microsoft programs
- NCIC System
- Office Management Systems
- OSHA
- Problem Solving
- Punctual
- Scheduling
- Surgical Tech
- Technical Competence
- Typing 45 wpm
- JURIS database
- ViaOne database
- Touchpoint and LaMeds database
- Data Entry
- Screen Navigation and Keyboarding
- Empathy and patience
- Identity Verification
- Accuracy and Precision
- Background Checks
- Patient Communication
- Data Entry and Review
- Communication and Interpersonal Skills
- Patient confidentiality
- Claims Processing
- Data entry proficiency
- Customer Relationship Management
- Account Maintenance
- Insurance Coverage Verification
- Medicaid knowledge
- Understanding of medical terms
- Data Security and Confidentiality
- Document Management
- Customer Database Systems
- Patient Rapport
- Data Verification
Timeline
Verification Agent/CSR
BC Forward
06.2023 - Current
Claims Management Specialist
Sedgwick Claims Management
02.2023 - 06.2023
Fulfillment Center Associate
Amazon
08.2022 - 06.2023
Criminal Records Technician
Mississippi Department of Public Safety
11.2017 - 07.2022
Reprocessing Technician II
Baptist Health Systems
06.2015 - 11.2017
Customer Account Executive
Comcast
09.2014 - 06.2015
Administrative Assistant
Robert Half
04.2012 - 09.2014
Surgical Technology Externship
Central Mississippi Medical Center
07.2011 - 04.2012
Lead Central Supply Technician
University of Mississippi Medical Center
11.2005 - 04.2012
Associate of Applied Science Degree - Surgical Technology
Virginia College
Associate of Science Degree - Medical Office Management
Virginia College
High School Diploma -
Canton High School
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