Tiara M. Brown
Bartlett
Summary
Dedicated Medicare Customer Service Representative with expertise in high call volume management and empathetic communication. Committed to resolving issues and enhancing beneficiary experiences.
Overview
17
17
years of professional experience
Work History
Medicare Customer Service Representative
General Dynamics Information Technology Inc
09.2024 - 03.2026
- Developed highly empathetic relationships and earned several awards over time for exceeding call handling time, call control, and other standard (CCO) call center operation metrics.
- Extended a "virtual handshake", by addressing beneficiary concerns, demonstrating empathy, and resolving problems swiftly.
- Identified and resolved discrepancies and errors in beneficiary accounts, and provided step by step instructions on resolving denied claims.
- Maintained call center operation (CCO)guidelines for service levels, handle time and productivity.
- Responded proactively to call volume peaks, system outages, and spontaneous script changes and updates.
Data Specialist
General Dynamics IT-Benefits Coordination and Recovery Center
01.2021 - 08.2024
- Reviewed and updated caller demographics to maintain accurate records.
- avoided denied claims by updating and coordinating insurance benefits according to working and/or retirement status.
- immediately transferred all calls pertaining to Medicare reimbursements to the Recovery Department.
Insurance Coordinator and Discharge Clerk
Forrest General Hospital
02.2009 - 07.2014
- first point of contact between patients and emergency room staff.
- verified insurance benefits and provided HIPPA and consent to treat forms.
- Prepared insurance claims for submission to clearinghouses or insurance companies.
- Obtained data such as patient demographics, insurance/ID cards, and other personal identifying information in order to properly file insurance claims.
- collected co-insurance, copays, and set self-pay arrangements.
Education
High School Diploma -
Petal High School
1145 MS-42 Petal, MS 3946505-2026
Skills
- Medicare, Working-Aged, and Third-Party Insurance Verification and Claims
- High call volumes and call handling
- Data entry and phone etiquette
- Call center and in-office trained
Timeline
Medicare Customer Service Representative
General Dynamics Information Technology Inc
09.2024 - 03.2026
Data Specialist
General Dynamics IT-Benefits Coordination and Recovery Center
01.2021 - 08.2024
Insurance Coordinator and Discharge Clerk
Forrest General Hospital
02.2009 - 07.2014
High School Diploma -
Petal High School