Marsha Brown Email & Phone Number

Indianapolis, Indiana

• Room patients – obtain vital signs, update medication list, verify and update allergies, obtain prior medical history, update risk factors, pulse oximetry• Injections to include vitamin B12, allergy, testosterone, Procrit, immunizations• Set up and assist for pelvic exams• CLIA-waived testing including urinalysis, A1C, hemoccult, Cholestech, HCG, Strep• Autoclave• Prep specimens for delivery• Patient room prep• Patient room and laboratory clean and close• Prescription refill requests, laboratory orders, and medical records• Schedule appointments and patient procedures• Coding• Patient telephone calls to include patient questions, test results, physician feedback• EKG• Vision and Hearing Tests• Assist physician with minor patient procedures

Indianapolis, Indiana Area

Diabetes and Endocrinology Consultants • Room patients – Obtain vital signs, update medication list, verify and update allergies• Set up and prep for thyroid biopsies• EKG• A1C testing• Prescription refill requests• Medical equipment requests• Patient callbacks• Prep charts/call for laboratory results• Overview of front office responsibilities• Patient room clean and close• Utilize Logician/Centricity to update patient charts• Follow up letters to referring physician Medcheck East • Perform Employee Wellness Screenings• Blood Pressure• Height• Weight• BMI• Body Fat Percentage• Waist Circumference• CLIA-waived test for TC, HDL/LDL, Triglycerides, Glucose• Enter information into Logician/Centricity Greenwood Medical Associates • Room patients – obtain vital signs, update medication list, verify and update allergies, pulse oximetry• Injections to include vitamin B12, allergy, testosterone, Procrit• Set up and assist for pelvic exams• CLIA-waived testing including urinalysis, A1C and hemoccult• Autoclave • Prep specimens for delivery• Patient room prep• Patient room and laboratory clean and close• Fax prescription refill requests, laboratory orders, and medical records• Schedule patient procedures• Coding• Patient callbacks• EKG• Vision and Hearing Tests

Lead a multi-site staff of 85 agents and 6 supervisors providing customer service and sales for three separate business divisions. .• Managed all levels of customer service, as well as Loss Prevention and Third Party contacts. • Developed and maintained revenue initiatives, employee incentive program and customer retention program. • Reduced escalated contacts through skill improvements and business change recommendations. • Participated in the development of employee communications and policies. • Coordinated with Training, Sales, Workforce Management and Telecom on Contact Center initiatives.• Liaison to corporate Credit/Collection and Legal teams.

Lead staff of 12 agents and 1 supervisor responsible for Loss Prevention and Legal contacts. Worked closely with outside agencies such as the Better Business Bureau and Attorneys General offices for Third Party Customer Contacts. .• Responsible for all litigious contacts, providing all necessary background information and supporting documentation. • Collaborated with Credit/Collection and Legal teams to prevent fraud through process improvements and new initiatives.

Managed staff responsible for authoring, editing and programming all business correspondence documents, project management, and database administration. Collaborated with marketing, design, legal and acquisitions staffs to ensure effective campaign and messaging. • Reviewed all correspondence, ensured messaging and tone consistency with company guidelines.• Coordinated with management and Customer Relations staff regarding implementation of new projects and promotions.• Developed, recommended and implemented enhancements to existing systems.• Served as Statistical Analyst with responsibilities that included procuring data, analyzing correspondence database variances and communicating recommendations to cross-functional teams in order to support company sales and cost-saving initiatives.

Progressive responsibility from front line agents to escalated agents and training staff. • Managed employee performance, provided timely feedback and managed multiple employee tasks. • Established a Senior Representatives team responsible for all quality review of the center along with answering escalated questions and contacts.• Trained staff from front line call to all aspects of mail training.

Aas, Medical Assisting

*Graduated with honors *Completed an extern rotation through Community Hospitals of Indiana Fellowship Program

Business

Education record