Lashone Brown Email & Phone Number

Coordinate insurance claim processing and payment management for 250 orthodontics practices and 1,000s of patients, from claim evaluation and submission to quality assessment and peer review. Liaise between practice leadership, 100s of insurance carriers, and 5 internal departments to provide swift and accurate service and maintain full compliance.− Serve as a de facto onboarding manager for 2-4 new hires at a time, guiding all new staff through initial onboarding with weekly check-ins and coordinating with team leadership to improve performance.− Generate positive feedback from trainees and serve as a preferred resource for all team members even after they are established in their roles.− Increase efficiency and productivity by developing and implementing improvements to the claims process such as creating a template for claims to provide consistency.− Handpicked to work on additional projects to resolve complex operational and payment processing issues, such as recovering $90K in missing funds for a single practice with missing claims payments.− Maintain top QA scores at or close to 100% by maintaining good documentation and following all guidelines precisely to achieve full compliance.Technologies: Windows, Microsoft Office Suite, Microsoft Exchange, Slack, Jira

Managed 50+ live customer service interactions per day (by phone and in-person). Coordinated with 12 team members to optimize business processes and improve service levels while accommodating a high volume of requests.− Achieved 99%+ QA scores and received frequent recognition from leadership for consistent performance.− Served as a role model for team members and coached 10 new hires on processes and best practices.− Formed strong relationships with colleagues and built trust and rapport with customers, resulting in better collaboration, fewer escalations, and high 95% satisfaction scores for the team.Technologies: Windows, Microsoft Office Suite, Skype

Provided individualized customer support regarding insurance benefits, eligibility, and services in a high-volume setting. Handled an average of up to 50 cases per day while maintaining excellent service and quality ratings. − Communicated effectively with a diverse range of customers to find all necessary information and leveraged expertise in insurance policies, procedures, products, and legislation to determine primary and secondary liability.− Introduced process improvements and fostered collaboration across 3 departments to streamline workflows and increase accuracy and efficiency in claims processing.− Collaborated on special projects to expand the business and improve service levels, including working with 10 team members to launch a new department within 3 months: o Developed processes and training materials to set up department operations for 6 new staff. o Facilitated data migration of company records for over 500 cases/claims, ensuring accuracy and completeness of all documentation.Technologies: Windows, Microsoft Office Suite