Vicky Brooks
Jacksonville,FL
Summary
Five years' experience of exceptionally strong leadership, quality focused and customer service skills in a variety of business backgrounds. Ten years customer service experience. Three years' experience in the healthcare industry. Possess' extensive communication skills that build lasting client and organizational relationships. Excellent interpersonal and organizational skills. Effectively interacts with all levels of personnel. Empathetic Case Coordinator with more than 10 years of experience in workman's Compensation case coordination. Adept at structuring effective treatment plans around each patient's strengths. Committed to providing the highest level of care with outstanding abilities in interviewing, project management, and team leadership. Talented insurance Case Coordinator offering organized, methodical and thorough approach. Well-versed agent with 10 years of experience in field. Cooperative Case Coordinator with over 12 years of experience in medical care planning and scheduling. Energetic and reliable with extensive interviewing and researching knowledge. Superb clinical reasoning and decision-making talents. Helpful Case Coordinator with outstanding knowledge of treatment plans and evaluations. Motivates, counsels and monitors patient progress. Sound proficiency in medical terminology and billing protocols. Excellent management and leadership abilities.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Injury Case Coordinator
Company Nurse
09.2013 - 07.2024
- Handles inbound and outbound calls related to injury inquiries
- Screens and schedules patients with injuries
- Confirms compensable injuries and checks employees and employers covered under policies that are required
- Documents and communicates all information pertaining to the call inquiry
- Forward patient to the appropriate nurse to discuss the injury in detail
- Perform other duties, as necessary to meet corporate objectives.
- Acted as an advocate for clients when necessary, ensuring their needs were met and their voices heard throughout the case management process.
- Safeguarded client confidentiality by adhering to strict privacy guidelines and maintaining secure records management practices.
- Administered patient follow-up, data collection, clinical monitoring and coordination with primary health care providers.
- Completed various administrative tasks such as making phone calls, answering emails and inputting data into systems.
- Maintained current knowledge of applicable procedures and compliance requirements to optimize effectiveness.
- Collaborated closely with external agencies to ensure seamless service provision, minimizing gaps in care for clients.
- Maintained detailed documentation of client interactions, services provided, and case outcomes for accurate record keeping and compliance purposes.
Patient Care Advocate
Express Scripts Inc
01.2010 - 01.2013
- Handle inbound and outbound customer service inquiries from members, providers, physicians and internal and external clients related to pharmacy benefits
- Work to research and resolve problems in a timely manner
- Assist members in understanding and maximizing the use of their pharmacy distribution program
- Use database to gather sensitive information and respond to questions
- Document issues and resolutions and escalate issues as necessary
- Work with other operational departments to research and resolve issues
- Assist with the training of new hire employees
- Acted as lead to assist with escalated calls and completed follow up on outstanding issues
- Perform other duties, as necessary to meet corporate objectives.
Collections Supervisor
Macy's Credit and Customer Service
01.2007 - 01.2010
- Oversee daily activities and monitor daily performance within the department/team
- Identify, resolve and escalate associate, system and customer concerns
- Complete coaching's, floor training and other informational activities with collection associates
- Ensure compliance with 20-25 collections associates making sure that they adhere to relevant corporate and regulatory guidelines
- Conduct weekly communication meetings
- Perform interviews for potential new hires
- Perform other duties, as necessary to meet corporate objectives.
Customer Service Associate
JCPenney
01.2004 - 01.2007
- Answered incoming phone calls, transferred phone calls and used paging system to contact other employees
- Processed customer returns, exchanges, price adjustments, gift certificates and competitive pricing accurately and efficiently
- Processed credit applications and resolved customer credit inquiries
- Completed necessary procedures to ensure registers are closed, balanced and opened accurately
- Ensured prompt removal of merchandise returns and holds
- Maintained a neat, clean and organized customer service counter
- Perform other duties, as necessary to meet corporate objectives.
Medical Billing Specialist
Concentra Preferred Systems
01.2002 - 01.2004
- Collected, posted and managed account payments
- Submitted claims and followed up with insurance companies
- Prepared and submitted claim files
- Answered questions from patients, clerical staff and insurance companies
- Identified and resolved patient billing complaints
- Prepared, reviewed and sent patient statements
- Evaluated patient financial status and established budget payment plans
- Performed various collection actions including contacting patients by phone, corrections and resubmitting claims to third party payers
- Perform other duties, as necessary to meet corporate objectives.
Education
DIPLOMA -
Sikeston Senior High School
Sikeston, MO05.2000
Skills
- Data Collection
- Excellent communication abilities
- Case Documentation
- Active listening strengths
- Interpersonal abilities
- Cross-Functional Collaboration
- Interviewing skills
- Analytical mindset
- Patient care expertise
- Administrative Leadership
- Quality Assurance
- Program implementation
Certification
Pharmacy technician, MO, 2014
Coreknowledgeandskillareas
- Communications (written and oral)
- Customer and Client Relationships and Service
- Project management
- Proficient in Microsoft Office Professional including Access, Excel, PowerPoint and Word
- PBM experience includes, patient assistance programs, mail order, specialty distribution, member services
- Problem Solving, service strategies and solutions
- Training/coaching
Timeline
Injury Case Coordinator
Company Nurse
09.2013 - 07.2024
Patient Care Advocate
Express Scripts Inc
01.2010 - 01.2013
Collections Supervisor
Macy's Credit and Customer Service
01.2007 - 01.2010
Customer Service Associate
JCPenney
01.2004 - 01.2007
Medical Billing Specialist
Concentra Preferred Systems
01.2002 - 01.2004
DIPLOMA -
Sikeston Senior High School
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