Christine Brito

PO Box ****, Garden Grove, CA ***42 508-***-**** acrjua@r.postjobfree.com

EXPERIENCED / COMPASSIONATE / DEDICATED

PROFESSIONAL EXPERIENCE

Brightstar Home Care, Caregiver July 2012 – Present

•Provide assistance with activities of daily living, personal care, and medication reminders or administration to individuals with medical needs

•Responsible for documentation of care and service.

•Responsible for monitoring vital signs and symptoms.

Optum Financial Services, Sr. Customer Service Rep May 2015-Present

•Provide excellent customer service to senior members.

•Answer member questions regarding premiums, claims, payment status, providers in network, etc.

•Receive calls from providers and brokers verifying coverage and status of payments.

•Promote advocacy for the member and focuses strongly on customer satisfaction. Provide excellent computer skills and data input skills

UnitedHealth Group, Appeals & Grievances Coordinator December 2013-October 2014

•Completed all appeals for Medicare Part D, including expedited cases.

•Handled all Grievances from Medicare Part C and D members, 90% being mainly dental grievances.

•Worked as a liaison with twenty-two health networks, physicians, clinical staff, and pharmacists to resolve all appeals and grievances.

•Communicated with appropriate parties regarding appeals and grievance issues, implications and decisions.

•Analyzed and identified trends for all appeals and grievances and provided reports as necessary.

•Researched and resolved written Department of Insurance complaints and complex or multi-issue provider complaints submitted by consumers and physicians/providers.

•Consistently met established productivity, schedule adherence, and quality standards.

•Provided excellent customer service, worked independently, extensive work experience within own function, worked frequently completed without established procedures, acted as a resource for others and coordinated others activities.

•Accomplishments-was promoted to assistant subject matter expert within one month, trained new contract employees, was cross-trained to handled expedited cases, and completed the most amount of cases per hour. SureFire CPR, Front Office January 2013-January 2014

•Answered incoming telephone calls from customers interested in taking CPR classes.

•Made renewal and thank you calls.

•Maintained class schedule and rosters in Enrollware and AHA website.

•Printed CPR cards for students in the Orange and Laguna Hills Office.

•Maintained inventory, collection payments, and verified credentials.

•Provided translation for bilingual callers and students.

•Updated monthly newsletters and printed CE’s.

•Handled cash/credit card payments and invoicing.

•Accomplishments-was promoted to Front Office Lead in two months and given full responsibility to run both office locations, staff/instructor scheduling, and inventory. Awarded employee of the month and implemented more effective workflow and strategies to maintain employee retention and boost social media/marketing.

Philips Lifeline, PRA/Call Center Team Lead February 2011-October 2011

•Answered incoming telephone calls from elderly and medically-at-risk individuals (“subscribers”) and placed outbound calls to designated responders to obtain assistance for minor, major, as well as potentially life threatening incidents or situations.

•Responded to incoming subscriber calls by identifying need for help, triaged, and if necessary, coordinating timely, appropriate assistance according to established procedures.

•Communicated subscriber requests for service according to established procedures.

•Obtained and maintained monitor certification according to policy.

•Communicated requested revisions to subscriber data so that it could be promptly entered into computer.

•Accomplishments-Awarded Exceptional Bilingual Customer Service certificate, promoted to call center team lead in 4 months and supervised third shift call center team, handled suicide/critical calls and was able to prevent all suicide callers from causing harm to themselves and successfully dispatched EMS in a timely fashion, maintained call queue volumes down, offered call center management position in 7 months.

E Clinical Works, Contact Center Representative (Temp Agency Position) November 2009-November 2010

•First point of contact for clients calling for application tech support. Responsible for answering high volume of all in-bound calls; and providing efficient customer support.

•Handled customer questions and complaints with high degree of courtesy and professionalism.

•Opened new tickets/updated existing tickets. Accurately assigned tickets to appropriate departments.

•Escalated tickets when necessary in accordance with escalation procedures.

•Listened, understood, asked probing questions and properly documented customer inquiries or issues in ticketing system. Redirected calls as necessary. Provided written correspondence with customers via email and ticket system.

•Knowledge of medical terminology or experience working in a medical setting with the daily use of data entry, Microsoft Office; Outlook, Excel and Word.

•Demonstrated daily comfort level working and supporting clients in a basic technical environment.

•Accomplishments-answered the most amount of calls effectively, diffused angry customers and created effective working relationships, offered a team lead permanent position after temp assignment ended.

Newton Wellesley Orthopedic Associates, Medical Secretary (Temp Agency Position) February 2009-August 2010

•Answered phones, patient registration, scheduling and issues, and messages sent to appropriate person/department.

•Checked patients in for appointments, input all insurance information/verified insurance eligibility, check/ran referrals, and collected payments.

•Scheduled same day appointments for their area, scheduled follow up appointments and tests such as CT’s and MRI’s, including getting authorizations and faxing paperwork to appropriate department.

•Liaison with Medical Assistants, Physician Assistants, and Doctors.

•Accomplishments- was cross-trained to work the back office in three months and was promoted to be the “super user” after having EMR implemented. Six months of experience as an EMR Implementation Analyst shortly after for hospitals and clinics.

Coram, an Apria Healthcare Company, Admissions Representative (Temp Agency Position) October 2009-April 2010

•Coordinated admission activities for new patients, and provided patient information to other branch departments to facilitate service to the patient.

•Communicated with nursing agencies and other health care professionals regarding patient care and treatment.

•Initiated the admissions process for patient referrals, expedited patient billing, and resolved reimbursement issues with accounts, sales force, and Coram Management.

•Monitored computerized reports to avoid delays in customer billings.

•Accomplishments-was offered a permanent position with Coram before they merged with Apria Healthcare.

Night Nurse Triage, Pediatric Administrative Assistant May 2004-September 2007

•Maintained file system for all medical practices.

•Managed medical documents for practices, answered patient and pediatrician calls, communicated with doctors.

•Assisted pediatric nurses with triage calls and patient information.

•Accomplishments-Was able to expedite and deliver escalated issues to nurses, thus reducing fatalities, promoted to Lead Administrative Assistant, involved with the interview process of new office staff, implemented strategies to become paperless and protect PHI, offered a permanent position as a triage nurse upon completion of RN degree.

SYSTEMS & SOFTWARE

Microsoft Word, Excel, Outlook & PowerPoint, PDA Drug Guide; P.C. Knowledge, multiple accounting packages, PCHINET, NOAH, Meditech, Centricity, Meaningful Use, ADP billing, QuickBooks, MA90, EMR, AS400, STARS, P.A.S., ECAA, Client Letter, iLead, My Coach, RxWeb, FACETS, Transact & PL SQL Server

LICENSES & CERTIFICATIONS

Registered Nursing – ADN Pending

Certified Nursing Assistant, American Red Cross

BLS Healthcare Provider, American Heart Association

First Aid Healthcare Provider, American Heart Association

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