Summary
Overview
Work History
Education
Skills
LANGUAGES
Timeline
Generic

VELVET BROWN

Orange Park,FL

Summary

Professional with in-depth experience in healthcare operations and provider enrollment. Skilled in navigating complex regulatory requirements, ensuring compliance, and streamlining processes for efficiency. Strong focus on team collaboration and achieving results, adaptable to changing needs. Known for exceptional organizational skills, problem-solving abilities, and effective communication.

Overview

11
11
years of professional experience

Work History

Provider Enrollment Specialist

Guidewell
10.2024 - Current



  • Reviewed contracts thoroughly to ensure adherence to organizational policies and guidelines before finalizing provider agreements.
  • Contributed towards policy updates by sharing insights from hands-on experience dealing with unique or challenging enrollment scenarios.
  • Enhanced team productivity by conducting regular training sessions on industry standards and best practices.
  • Collaborated with cross-functional teams for timely resolution of enrollment issues, improving overall customer satisfaction.

Client Support Specialist

TheKey
08.2023 - 10.2024
  • Maintain accurate records of customer interactions and transactions.
  • Manage client accounts and provide support for technical issues to internal clients (co-workers)
  • Demonstrate empathy, concern, and care
  • Promoted to Level 2 Intake Agent April 2024
  • Verify insurance benefits and determine client eligibility for services
  • Created reports and analyzed data to identify trends and make recommendations for process improvements.
  • Remote

Tier 2 Customer Service Rep

TruePill
02.2022 - 06.2023
  • Managed customer inquiries and addressed concerns via phone and email.
  • Oversaw a high level of call flow and provided agent support.
  • Researched and rapidly resolved patient conflicts.
  • Collaborated with supervisors to address escalated patient issues and concerns.
  • Coached team members on standard operating procedures and provided scoring through quality assurance metrics.
  • Documented all transactions and support interactions in Salesforce and other web-based tools used by the company
  • Remote

Customer Service Team Lead

McKesson
07.2017 - 02.2022
  • Upon Hire
  • Remained readily available for inbound calls regarding customer inquiries and concerns.
  • Place orders, process credits/returns, research orders and/or update accounts, inquiries etc.
  • Promoted to team lead of customer service 2018
  • Watch team performance and provide constructive feedback
  • Implement standard operating procedures
  • Organize coaching sessions with agents
  • Performed quality assurance audits on agent calls
  • Assisted in the recruitment of new team members
  • Promoted to Flu Coordinator 2020
  • Responsible for the ordering and allocation of flu vaccines for doctor's offices & McKesson account managers across a designated region.

Business Operations Associate

Aerotek
11.2014 - 06.2017
  • Handled accounts payable processes and reconciled vendor statements for accuracy.
  • Processed and handled full cycle accounts payable duties including invoice verification and payment processing.
  • Identified, researched, and resolved billing variances
  • Imported/Exported Data to/from Microsoft Excel using formulas and pivot tables.

Education

High School Diploma -

Camden County High School
Kingsland, GA

Skills

  • Leadership qualities
  • Medical Terminology
  • Data entry proficiency
  • HIPAA compliance awareness
  • Salesforce
  • Avaya
  • FreshDesk
  • Nice
  • PECOS
  • SharePoint
  • MCS

LANGUAGES

English — Native

Timeline

Provider Enrollment Specialist

Guidewell
10.2024 - Current

Client Support Specialist

TheKey
08.2023 - 10.2024

Tier 2 Customer Service Rep

TruePill
02.2022 - 06.2023

Customer Service Team Lead

McKesson
07.2017 - 02.2022

Business Operations Associate

Aerotek
11.2014 - 06.2017

High School Diploma -

Camden County High School

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