M rs. Joyce R. Brooks

*** ***** ******** ******

Hopkinsville, KY 42240

E-mail: acb6n6@r.postjobfree.com

Phone: (C) 502-***-****

OBJECTIVE:

To secure the fulltime position that will allow me to use my education and experience to contribute to the overall growth

of a company.

PROFESSIONAL SUMMARY:

I'm an experienced Client Manager with 19 years of experience that I gained while serving in strategic roles such as: a

Client Services Manager, Client Operations Coordinator. Case Manager, Performance Analyst, Billing Manager, Auditor,

and a Loan Specialist II in the industries of Business and Health Insurance Services.

Most recently, I have been working as a Substitute Teacher at DODEA since August 2013.

My skills and experiences include but are not limited to; Contract Management, Customer Service, Corporate Training,

Presentations and Meeting Facilitation, Organizational Development, Process Engineering, Risk Analysis, Technical

Support, Conflict Management, Business Communications, and Accounting.

I hold a Master's degree in Business Administration from Indiana Wesleyan University and a Bachelors of Science degree

in Communications from Spalding University.

EDUCATION:

Healthcare Management MBA, Aug 2010

Indiana Wesleyan University

Bachelors of Science in Communications, Aug 2001

Spalding University

EXPERIEN CE:

Substitute Teacher

Aug 2013 to Present

DODEA, Fort Campbell, KY

Managed classroom attendance and behavior

Facilitated classroom lessons and instructions left by teachers

Provided individual and group instruction

Substitute Teacher

Sept 2013 to Present

Managed classroom attendance and behavior

Facilitated classroom lessons and instructions left by teachers

Provided individual and group instruction

Case Manager

Nov 2012 to Jan 2013

RXCrossroads, Louisville, KY

Verified Healthcare Insurance benefit information for the insured

Provided Statement of Benefits to physician and sales team

Administered quality customer service to internal and external clients

Applied HIPPA and PHI regulations

M rs. Joyce R. Brooks

Customer Assistant

June 2011 to Mar 2012

AT&T, Louisville, KY

Administered technical support for the internet clients

Demonstrated call control and call efficiency methods and process

Managed Desktop Support

Performance Analyst

Jan 2011 to June 2011

Power Staffing (Republic Bank), Louisville, KY

Administered risk analysis for client files to prevent discrepancies in truth in lending disclosures.

Provided funding analysis for anticipated loan recoveries and enforced corrective action to prevent tax fraud.

Client Services Manager

June 2009 to June 2010

Trover Solutions, Louisville, KY

Facilitated client meetings and corporate training specific to the client contracts

Resolved critical operation and customer service issues

Managed client implementation from intake through the go live phase

Created client presentations, and training documents

Managed financial client analysis for multi-group clients

Oversaw client visits

Launched the preparation of the ICD-10 conversion

WOW award for great internal customer service

Bonus for revenue protection

HIPPA and PHI

Substitute Teacher

Mar 2009 to May 2009

Kelly Educational Services, New Albany, IN

Managed classroom attendance and behavior

Facilitated classroom lessons and instructions left by teachers

Provided individual and group instruction

Account Executive

July 2008 – Feb 2009

GreatWest, Louisville, KY

Administered client benefits and made recommendations based on individual needs for approximately 70 thousand total

benefit lives

Traveled 25 to 50% of the time to insure the management of the Eastern Kentucky regional client portfolio

Facilitated meetings and presentations in large and small group settings

Auditor/Client Operations Coordinator

Jan 2005 – July 2008

The Rawlings Company, Louisville, KY

Managed a portfolio of 14 client plan groups for more than 1 million total benefit lives

Implemented client acquisitions and the development of contract negotiations

Orchestrated report setup and administration of the entire contract agreement

Performed risk analysis of the client’s contract

Reconciled client aging and claims report

Coordinated benefits of federal healthcare insurance claim payments

Promoted to Client Operations Coordinated after 10 months of quality service

Managed the aging report regarding medical recovery receivables

Implemented process improvement for Medicare Part B and Capitation claim payments

Recovered over 1 million dollars in lost funds

HIPPA and PHI

ICD-9, HCPCS, CPT codes

M rs. Joyce R. Brooks, 2014

M rs. Joyce R. Brooks

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