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Customer Service Professional Experience

Location:
Baltimore, Maryland, United States
Posted:
May 31, 2017

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SANDRA BRYANT

**** *** *******, *********, ******** 21239

443-***-****

ac0kpt@r.postjobfree.com

www.linkedin.com/in/sandybryant2

HEALTHCARE CUSTOMER SERVICE & ADMINISTRATIVE SUPPORT

Caring and compassionate professional committed to providing guidance and support to assist clients in attaining health and human services that enable appropriate care. Particularly talented at understanding the unique needs of each client and determining the appropriate action and approach to meet their requirements. Extensive experience in proactive and aggressive navigation of complex situations with a relentless focus on results to overcome any challenges. Proven ability to build productive partnerships inside and outside the organization to coordinate efficient and effective delivery of services. Equally effective working in teams and working independently.

Conflict Resolution & Problem Solving

Scheduling & Coordination

Data Management & Analysis

Verbal & Written Communication

Files & Records Management

Teamwork & Collaboration

Results Documentation & Reporting

Benefits & Claims Management

Customer Satisfaction & Relationship Management

Medical Terminology & Compliance

Active Listening & Client/Peer Coaching

Practicing Diplomacy & Tact

PROFESSIONAL EXPERIENCE:

CAREGIVER, Baltimore, Maryland November 2014 – Present

Took time off to become caregiver for elderly parents that included scheduling of care, consulting with providers to determine best course of treatment, coordination of benefits between private insurance and Medicare, and financial custodianship. Ready to return to workforce and will transition responsibilities to another family member after securing a new position.

DISABILITY SUPPORT SERVICES, Baltimore, Maryland

Case Manager /Client Advocate July 2009 to October 2014

Effectively and efficiently managed high-volume caseload of 180 clients or more with minimal supervision.

Created an Excel-based organization system to proficiently check status of clients’ claims to expedite approval and payment from Social Security Administration.

Received and documented the results of clients’ award notices, and processed paperwork to ensure cases were closed in compliance with all organization and agency guidelines.

In the event clients received denial notices, proactively and aggressively pursued appropriate action to appeal claims to the next level, i.e. reconsideration or hearing.

Verbally communicated with clients regarding status of their claims and maintained written correspondence to ensure all parties were kept up-to-date and informed.

Coordinated scheduling and followed-up to ensure all relevant appointments were kept, avoiding unnecessary delays in claim processing.

Developed strong and sustainable relationships with clients and peers that enabled teamwork and facilitated problem-solving.

SANDRA BRYANT Page Two

HEALTH MANAGEMENT ASSOCIATES, Baltimore, Maryland

Support Service Specialist/Client Advocate March 2004 to July 2009

Provided compassionate support to incapacitated clients pursuing SSI/SSDI disability claims.

Interviewed clients by telephone and face-to-face to establish personal rapport and develop clear understanding of their unique needs.

Reviewed and assessed medical documentation in comparison to compliance requirements to ensure client eligibility.

Proactively contacted Social Security Administration, Disability Determination Services, as well as local Department of Social Services offices on behalf of clients to address conflicts and resolve problems.

Drew on experience and judgment to make informal decision on merit to pursue a claim to the next level.

Used tact and diplomacy to appeal initial and reconsideration denial of SSI claims.

Made informed recommendations to team leaders regarding closing clients’ redundant files.

Verbally communicated with clients regarding status of their claims and maintained written correspondence to ensure all parties were kept up-to-date and informed.

Coordinated scheduling and followed-up to ensure all relevant appointments were kept, avoiding unnecessary delays in claim processing.

JOHNS HOPKINS HOSPITAL, Baltimore, Maryland

Patient Service Coordinator January 2000 to March 2004

Warmly received and registered patients upon their arrival for scheduled appointments.

Meticulously entered all patients’ demographics, medical histories, primary care physicians, and insurance information into database to ensure expedient payment of claims.

Ensured that referrals were obtained and all information was accurate for that days visit.

Accurately collected co-pays from patients at time of visit to maximize hospital’s financial return.

Proactively assisted with an array of clerical duties in all areas to ensure high quality delivery of services.

EDUCATION:

Associate Arts in Human Services (in progress) - Baltimore Community College

PROFESSIONAL SKILLS/CERTIFICATIONS:

Highly Proficient in all Microsoft Office applications including Word and Excel

Medical Terminology Course Certification



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