YOLONDA BROWN

• Maintained confidentiality of all medical records and sensitive information to comply with HIPAA regulations.
• Processed 50 plus per day medical records requests from outside providers according to facility, state, and federal law.
• Maintained patient records in compliance with security regulations.

Processed 50 medical records requests from outside providers according to facility, state, and federal law.

• Maintained confidentiality of all medical records and sensitive information to comply with HIPAA regulations

• Maintained confidentiality of all medical records and sensitive information to comply with HIPAA regulations.
• Processed medical records requests from outside providers according to facility, state, and federal law.
• Scanned medical records in digital format for easy retrieval and accessibility.
• Supported medical staff by providing organized and accurate medical records.
• Assisted in preparation of medical records to release to other medical facilities requesting for patient history and information.
• Maintained patient confidence by keeping patient records information confidential.

• Manged over 50 customer calls per day and/or electronic inquiries regarding Long Term Care benefit administration, policy owner eligibility and claims processing
• Documents all calls and related correspondence using the LTC insurance system or other proprietary tools and office processes; document follow-up calls, voicemails and any other pending service requests
• This includes an obligation to actively cooperate and interact with other departments to advance the overall interest of the company
• Identifies service opportunities and suggests innovative ideas for improvement
• Building relationships to ensure efficient resolution; involves leadership when necessary.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Surpassed performance goals by approaching interactions with resourcefulness, organization, and customer-centric solutions.
• Maintained and managed customer files and databases.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Handled customer inquiries and suggestions courteously and professionally.
• Updated account information to maintain customer records.
• Clarified customer issues and determined root cause of problems to resolve product or service complaints.
• Participated in team meetings and training sessions to stay informed about product updates and changes.
• Provided primary customer support to internal and external customers.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.

• Duties included making outbound calls regarding different campaigns that were running such as market research projects and updating records with outcomes of calls.
• Made outbound lead follow-ups to potential and existing customers by telephone and email to qualify leads and sell products and services.
• Discovered qualified prospects within target markets to drive new sales opportunities.
• Maintained Salesforce records by logging prospecting activities, adding new contacts and updating account information with useful intelligence.
• Generated leads and established relationships with potential customers through outbound telephone calls.
• Asked relevant questions to assist customers with selecting needed or requested products and services.
• Documented customer interactions and transactions, maintaining accurate records of all dealings.
• Met established attendance expectations and team revenue goals to achieve company objectives.
• Followed-up on leads produced by outbound marketing campaigns based on established criteria.
• Overcame objections using friendly, persuasive strategies.
• Pitched products and services to potential customers, securing new deals and sales opportunities.
• Delivered scripted sales talks to customers reached via manual and automatic dialing systems.
• Made average of 65 outbound and inbound calls per day

• Duties included making outbound calls to conduct interviews with people regarding topics such as education, healthcare, and social events.
• Maintained patience and professionalism despite negative customer interactions.
• Recorded customer survey answers verbatim to achieve 100% accurate reporting.
• Made limited number of deviations from interview script to address unique customer dialogue during interview.
• Followed strict guidelines to receive unbiased, unprompted responses.
• Maintained customer engagement by completing short surveys with minimal complexity.
• Followed established guidelines and recommendations from supervisors to complete quality interviews.
• Performed quality control procedures to verify accuracy of spelling and grammar.
• Collected and analyzed data on customer demographics, preferences, needs and buying habits to identify potential markets and factors affecting product demand.
• Delivered information from script regarding surveys for on-demand phone project assignment.

• Confirm applicants employment and educational background by contacting academic institutions, employers, online database sources directly by emails, telephones, and fax
• Compare information provided to an assigned online queue using the external sources to verify the accuracy of the information applicant provided
• Record information in Excel, Outlook, and Ivan.
• Verified client information by analyzing existing evidence on file.
• Complied with HIPAA guidelines and regulations for confidential patient data.
• Updated patient records with accurate, current insurance policy information.
• Managed high-volume insurance verifications within pressured timeframes for productive operations.

• Underwrote life insurance policies according to guidelines in 22 states
• Answered inbound calls using excellent communication skills
• Accessed and updated customer accounts
• Performed data entry
• Accomplished duties using ACD telephone system, Excel, and AS400 systems.
• Carried out administrative tasks by communicating with clients, distributing mail, and scanning documents
• Maintained confidentiality of patient finances, records, and health statuses
• Generated, posted and attached information to claim files
• Checked documentation for accuracy and validity on updated systems
• Verified client information by analyzing existing evidence on file
• Prepared insurance claim forms or related documents and reviewed for completeness
• Posted payments to accounts and maintained records
• Made contact with insurance carriers to discuss policies and individual patient benefits
• Notified insurance agents and accounting departments of policy cancellations and changes

• Agent Development/Recruiter
• Implemented screening and interviewing of applicants
• Developed candidates for entry level insurance positions in insurance field
• Completed job development plans.
• Checked documentation for accuracy and validity on updated systems.
• Carried out administrative tasks by communicating with clients, distributing mail, and scanning documents.
• Maintained confidentiality of patient finances, records, and health statuses.
• Verified client information by analyzing existing evidence on file.
• Posted payments to accounts and maintained records.
• Made contact with insurance carriers to discuss policies and individual patient benefits.
• Communicated effectively with staff members of operations, finance and clinical departments.
• Reviewed outstanding requests and redirected workloads to complete projects on time.
• Maintained extensive knowledge of company products and services to provide top-notch expertise to customers.
• Conducted phone interviews to assess applicants relevant knowledge, skills, experience and aptitudes.
• Collaborated with hiring managers to understand job requirements and expectations.
• Collaborated with internal teams to continuously improve recruitment processes and execute as efficiently as possible.
• Placed advertisements, evaluated applicant credentials, conducted initial interviews and pre-screening assessments
• Improved office efficiency by effectively managing internal communications and correspondence
• Worked alongside global business leader to deploy new training strategies