Porcha Brooks

Detroit, MI ***** • 810-***-****

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Strategic and results-oriented Customer Service Representative with over 10 years of professional experience in developing customer connections and office administrative work. Experienced with Medical systems such as EMR’s and insurance verification systems, dispatching Emergency Services, updating demographics, bill processing, adult, and child protective service reporting, assisting with heavy call volumes, and call center experience. Reliable and ambitious with an insatiable drive for success.

PROFESSIONAL EXPERIENCE

VALUED RELATIONS INCORPERATED, DETROIT, MI

Care Center Representative, 2022 – 2023

•Dispatch Ambulance services, Fire Department and Police department.

•Update member’s demographics and billing information.

•Communicate with staff via Teams.

•Complete quarterly training.

•Weekly quality checks

•Handling heavy call volume with over 150 calls daily.

•Mental Health Crisis calls.

•Adult and Child Protective Services reporting.

EPIC HEALTH SERVICES, SOUTHFIELD, MI

Patient Advocate, 2020 – 2022

Dispatch calls to appropriate team based on situation or condition of patients.

Answering over 400 calls weekly.

Advocating patients through urgent healthcare needs.

Verifying medical insurance.

Updating demographics using an EHR database.

Scheduling appointments for multiple physicians, Ultrasound Technicians, onsite X-ray’s, and Laboratory testing.

Communication with CPS and APS.

Requesting medical documents from outside medical facilities.

Provide referrals to specialists.

OTTOBOCK ORTHOPEDIC AND PROSTETIC SERVICES, NOVI, MI

Office Manager and Insurance Verification Specialist, 2018– 2020

Responsible for all items security in independent suites.

Ensure That all Medicare Audits are passed, and office is completely clean.

Review insurance policies to determine coverage for 60 patients for orthopedic and prosthetic supplies and item.

Contact insured or other involved persons to obtain missing information and obtain pricing for CPT and HCPC codes.

Ensure my team Provide great quality customer service, such as limited instructions on proceeding with claims or referrals forms by performing 5 quality audits weekly.

Prepare insurance claim forms, prior authorizations or related documents and review them for completeness and/or follow up until denied or approved.

Transmit claims for payment or further investigation.

Contact patients to inform of cost of item, approvals, or denials.

Ensure item ships from facility.

EDUCATION

Covenant Highschool Academy - Detroit, MI

High School Diploma, 2009

GPA – 3.5

TRAININGS

•Insurance Verification

•Quality Audits

•EMR Systems

•Medical Records

•Patient Care

•Case Management

•HCPCS

•Medical terminology

•Dispatching

•Medical Billing

•Adult and Child Protective Services Case Management.

•ICD-10

Contact this candidate