Brittany Williams

Waldorf, MD *****

ad0yqn@r.postjobfree.com

+1-240-***-****

Candidate offering a solid background in office and healthcare administration, insurance billing, claims investigations, and customer service. Gained 15+ years' experience in managing complex projects, maintaining databases, providing technical and operational supports that includes qualitative and quantitative business.

Seeking opportunities to transform company practices into fresh, cost-effective solutions leading to more efficient operations in a challenging role.

Authorized to work in the US for any employer

Work Experience

Senior account specialist / digital services

Discover

March 2022 to Present

Answering phone calls and digital chats through our jabber and crm system, updating payment information updated addresses going over billing statements transactions and payments going over interest rate, troubleshooting, security code reset, payment adjustment, workday, time adjustments, payment refunds, and close accounts.

Administrative Assistant

State of Maryland - College Park, MD

October 2021 to February 2022

Medical Records, Front desk Registration/ scheduling and insurance verification. Updating and verifying patients information. Scheduling patients appointments in Web zoom appointments. Medical Records. Answering all incoming calls.

• General office administration including faxing, scheduling and filing

• Answered multiple phone lines

PT Call Center Information Specialist

Hendall Inc. - Rockville, MD

April 2021 to January 2022

• Culturally competent and knowledgeable in health communications as they relate to mental health, substance abuse prevention, substance abuse intervention, and substance abuse treatment.

• Experience working in a fast-paced call/contact center environment.

• Proficiency with Microsoft Office software products, including experience with word processing and spreadsheet software.

• Proven demonstration of self-motivation and effective communication, organization, and process improvement skills.

• Excellent English verbal and written communication skills. CLA1

Curative inc - Washington, DC

February 2021 to December 2021

• Assisting the CLS’ and Lab Technicians on the Lab Accessioning and Plating teams (as needed).

• Checking inventory and ordering supplies.

• Performing clerical duties.

• Other duties as assigned.

• Associates Degree or equivalent; life sciences background preferred.

• Demonstrated proficiency in computer skills, such as word processing and laboratory information systems.

• Excellent verbal and written communication skills.

• Strong understanding of good laboratory practices and regulatory compliance Inbound Call Center Customer Service Representative 3 GW MFA - Arlington, VA

March 2021 to July 2021

Contact Center Specialist III will resolve complex or critical scheduling issues and provide first line support to other Contact Center Specialists. The responsibilities for this role would include but not limited to: validating efficiency of bump schedule management, performing quality assurance checks of inbound/outbound calls, daily oversight of Follow My Health requests, developing and sustaining effective partnerships with providers, department leaders, Master Schedulers, and team. Patient Access Representative

University of Maryland Medical System/Prince George Hospital Center February 2020 to February 2021

Provide essential functions of monitoring the self-collection of specimens for the purpose of COVID-19 testing. Multi-task by simultaneously communicating with members of the University community including students, faculty, and staff. Meet individual performance standards, including the confidentiality and security of information. Assist with inquiries and resolve issues related to COVID-19 processes and activities (related to testing, vaccine distribution, early contact identification, education

& outreach, etc.) or any other UHC initiatives

(such as flu clinics). Provide technical support and step-by-step solutions to consumers who are experiencing issues with their username, password and security questions associated with their patient account.

Ensure related administrative tasks are completed within patient services and administrative support in ancillary operations. Maintain Covid-19 and trauma level 1 and 2 patient accounts. Collect and verify all demographic information to ensure accuracy. Provide required notification of scheduled and unscheduled services according to insurance provider requirements. Updates personal and financial information over the telephone and in person completing all outpatient and inpatient registration. Optimized the patients' satisfaction, provider time, and treatment room utilization by scheduling appointments. Kept patient appointments on schedule by notifying the provider of the patient's arrival, reviewing service delivery compared to schedule, reminding the provider of service delays. Provide communications for hearing impaired or when there is a language barrier preventing completion of the registration process. Provide timely and thorough information to all other providers and patients that utilize the patient data, obtain interpretive services to contact insurance companies for patient benefits and authorization approval for patient care. Completes departmental intake forms, shift/day end reports, and document online admission or other patient service dates to initiate payer and hospital utilization review process.

Patient Call Center Agent

Dominion Dental - Washington, DC

April 2019 to May 2020

Essential functions included investigating claims, determined liability, and reviewed information related to claims to ensure resolution of claims concerns and inquiries. Reviewed dental claims after they were submitted to ensure proper filing procedures were followed. Followed up with communication to various insurance providers to include Kaiser, BCBS, Aetna, and Cigna. Responded to specialized customers, physicians, dental office inquiries for dental benefits, manage large amounts of inbound/outbound calls in a timely manner. Determined appointment needs via voice, email, and web. Accessed and scheduled available appointments through healthcare database; clarified information, researched every issue, and provided solutions and/or alternatives.

Managed and provided referrals according to patient needs. Associate Clinical Specialist, Pain Therapies

Decalo Weight Loss - Washington, DC

March 2018 to April 2019

Served as a Pain Management Clerk coaching patients through all phases of the clinical process as well as educate them on the features and benefits of Decalo products. Assisted Management and Sales Training department in education or training of new employees. Educated and trained physicians, hospital personnel and office staff on technical matters relating to our products and therapies by coordinating: one on one teaching sessions, formal in-service education programs, seminars and/or outside symposia. Partnered with sales representatives to achieve business goals set forth within the territory/district and documents quarterly activities utilizing provided business tool(s). Maintained a working knowledge of competitive products.

Provided administrative clinical support in surgeries, reprogramming, troubleshooting and follow ups in hospitals and clinics. Educated patients on the pain medications and any adverse effects, authorizations with insurance companies. Responded promptly and appropriately to technical inquiries by customers, patients, and colleagues. Monitored and communicated with a patient about their condition and report back to the supervising physician. Checked patients in/ out. Entered, and updated demographics, and vital signs. Completed and maintained accurate urine testing. Maintained a database of injury-related pain or chronic pain, such as arthritis, accident, workers compensation, and various duties as assigned by the physicians/owner.

Specimen Collector

Howard University Hospital - Washington, DC

August 2016 to March 2018

Completed the specimen collection for all Suboxone drug programs at Howard University. Worked closely with patients, providers, and laboratory staff to ensure the highest quality standards when collecting, transporting, and storing samples. Provided clients with specimen collection services including, but not limited to collect specimens, such as blood, urine or tissue samples, and oral specimens. Conducted testing for the presence of alcohol, prescribed, and unprescribed medications and illicit drugs, reading of toxicology results and various duties as assigned by psychiatry teams. Supervised the quality of the preanalytical processes as part of the overall laboratory quality management program and assures corrective action is initiated and completed as needed. Reviewed schedule daily to determine which patients will need to provide a sample. Review collection procedures with patient. Collected specimen from patient and store appropriately. Transported specimens to lab for testing. Monitored storage temperatures and maintain proper records. Packed and shipped specimens, as well as prepare samples.

Transmitted reports via secure HIPAA compliant reporting protocols. Maintained proper documentation as required.

Front Desk/Call Center Agent

Gaylord National Resort and Convention Center, Oxon Hills, MD August 2008 to July 2011

Performs as a Senior Guest Services Representative in support of the front desk/office operations for the Resort and Convention Center. Supported the front desk. Received and confirmed room reservations by letter, telephone, email, or personal contact. Registered and assigned rooms to guests, made, and issued room keys, and escort guests to rooms as needed. Accepted payment, made changes, and presented departing guests' checkout statements. Prepared and safeguards cash receipts, prepares daily cashier's report, daily activity report, and may prepare consolidated daily activity report. Updates automated data base on occupancy and checkouts.

Maintained current checkout list. Calculated and post charges to patrons' accounts and balances totals with control records. Printed backup reports from property management system. Ensured housekeeping status of rooms is updated. Recorded and notified appropriate person/organization of maintenance problems reported by guests. Processed Night Audit procedures and close credit card machines nightly. Maintained the lost and found program. Performed other related duties as assigned. Supported the Special Events Department delivering the ultimate guest service experience, proactively anticipating clients' needs. Served as point-of-contact by aligning services to the customers' needs for scheduling meetings for conference rooms, arranged for transportation, room service to include food and beverages when appropriate. Monitored assigned work area including patrons. Controlled traffic at entrances and exits as needed. ensuring that only authorized patrons use government-sponsored quarters.

Facilitated the flow of traffic through the gate; verified tickets and direct the patron to the proper entry at the facility; directed patrons to their correct location and/or seat in a courteous and efficient manner. Ensured required information is received from guest and entered guest folio. Promoted awareness of brand image internally and externally. (e.g., brochures, promotional materials). Resolved patron complaints and/or problems.

Assisted patrons in case of illness or injury and notify management. Reported any known accidents, observed, or suspected violations of Company policy, safety hazards or any unusual occurrence to the Facility or Senior

Manager.

Education

n/a in Medical Assisting

Sanford Brown College

July 2007 to May 2008

High School Diploma

Westlake High School

June 2007

Skills

• Healthcare Worker

• Healthcare Administration (8 years)

• Scheduling and Coordination (3 years)

• Call Center Operations (10+ years)

• Office and Program Support (2 years)

• Records Management (2 years)

• Applicant Processing

• Document Control Analyst

• Reference Clerk (7 years)

• Client Relationship Building

• First Aid/CPR Certified

• Quarterly and Annual Reports

• Cross-Functional

• Medical Terminology (10+ years)

• Report Development

• Data Collection and Analysis (10+ years)

• Quality Assurance

• Staff Training and Development (7 years)

• Database Maintenance

• HIPPA (10+ years)

• Vendor/Contract Management (9 years)

• Insurance Verification (10+ years)

• Intake Experience (7 years)

• Laboratory Management

• Medical Records (3 years)

• Pain Management (6 years)

• Quality Management

• Hospital Experience (8 years)

• Employee Orientation

• Medical Billing

• Epic (1 year)

• Triage (5 years)

• Clinical laboratory experience (9 years)

• Medical office experience

• EMR systems (4 years)

• Blood sampling (2 years)

• ICD coding (8 years)

• ICD-10 (9 years)

• Customer service (10+ years)

• Acute care

• Interviewing (4 years)

• Behavioral health (8 years)

• Google Docs (10+ years)

• Typing (10+ years)

• Multi-line phone systems (10+ years)

• Documentation review (10+ years)

• Supervising experience (7 years)

• Data entry

• Quality control

• Laboratory experience (8 years)

• Accounts receivable (6 years)

• Medical collection (10+ years)

• Microsoft Office (10+ years)

• Medical Scheduling (4 years)

• ICD-9

• Retail sales (8 years)

• Retail management (2 years)

• Schedule Management (3 years)

• Case Management

• Recruiting

• Personal assistant experience (8 years)

• Time management

• Computer literacy

• English

• Data collection

• Windows

• Customer support

• Analysis skills

• Accounting

• Accounts payable

• Front desk

• ESolutions

• Corporate finance

• Accounting

• Banking

• Communication skills

• 10 key typing

• Office experience

• Microsoft Excel

Certifications and Licenses

Substance Abuse Counseling Certification

Assessments

Customer focus & orientation — Highly Proficient

December 2020

Responding to customer situations with sensitivity Full results: Highly Proficient

Work style: Reliability — Highly Proficient

January 2021

Tendency to be dependable and come to work

Full results: Highly Proficient

Customer service — Proficient

December 2020

Identifying and resolving common customer issues

Full results: Proficient

Call center customer service — Proficient

June 2021

Demonstrating customer service skills in a call center setting Full results: Proficient

Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.

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