THERESA BRENNAN
Wilmington
Summary
I am a highly proficient in customer service with more than 22 plus years. Extremely efficient in call center atmosphere with daily 100 plus calls answered incoming & outgoing. I have more than 8 years as specialist in all Insurance verifications & obtaining clinical documentation for Durable Medical Equipment, pharmacy etc. with strong communication, working collaboratively with all teams in the company. I’m an organized & motivated, detailed oriented employee with Impeccable equipment & Medicare knowledge. Heavy multi tasker, handling extreme workloads. Assisted upcoming projects with other department heads & many other locations. Excellent at handling After hours business & weekend On Call Department with more than 8 year’s experience. Ready for any task handed to me or department.
Overview
22
22
years of professional experience
Work History
East Referral Intake Representative and Trainer
AdaptHealth
12.2023 - Current
- Facilitated patient intake processes, ensuring accurate documentation and compliance with healthcare regulations.
- Coordinated communication between patients and healthcare providers to streamline service delivery.
- Managed delivery, scheduling, optimizing workflow and reducing wait times for our patients.
- Trained new staff on intake procedures and system navigation to enhance team efficiency.
- After hours Training and expectations supported with Management
- Pulling reports for Intake portals on representatives working nights and weekends for development.
Supervisor Intake , Lead Intake Specialist, Customer Service
AdaptHealth New Castle DE
03.2017 - 11.2023
- Training existing & New employees on using correct payors, & qualifying documentation, clinical requirements for durable medical equipment orders. Delegating to Sales, company emails & team chats for patient care & dispatch. Pulling data from reports & Creating Excel spreadsheets for productivity of team members on day-to-day process. Audited employees for compliance calls, orders, etc. Proficient in handling manager calls, or de-escalating calls from patients and facilities etc.
- Proficient in all platforms, brightree, curspan, Navinet, parachute, Allscripts & Enoscare. Insurance platforms Medicare, waystar, availity, Delaware First Health, Carefirst.
- Assisting On call department heads over the weekends with extensive on call knowledge for 6 plus years. Over 20 years of customer service experience. Extremely proficient in call centers.
Scan Manager
ACME Markets Inc
05.2013 - 04.2017
- Handled all new product imputing universal product codes, created multiple weekly batches for price turnover. Created excel spreadsheets for store audits received passing excellent scores for store. Was sent by corporate office to other stores to training, new resets, or shelving/pricing for stores or recently remodeled stores. Heavily organized for remapping home store, helping other departments for sales and everyday signs for the floor.
- Assisted customers for finding needs, ordering bulk cost & was person in charge while Store Director was out of the building or off.
- Trained & assisted staff in everyday function related or not related to department.
Surgical Technologist
Methodist West Hospital
06.2008 - 02.2013
- Assisted in preparing surgical instruments and ensuring sterile environments for procedures.
- Collaborated with surgical teams to enhance workflow efficiency during operations.
- Monitored and maintained inventory of surgical supplies, reducing downtime for surgeries.
- Trained junior staff on instrument handling and best practices for aseptic techniques.
- Trained on coming ST's with Autoclaves, Physicians preferred setups
- Worked in central processing sterilizing and setting up carts for all surgical teams.
Head Cake Decorator & Bakery Assistant, Part Time
HyVee Inc
06.2010 - 02.2013
- Assisted in decorating cakes for daily orders custom, floor cakes, cupcakes, graduations, weddings. Spoke with customers on selections for events bakery goods & cakes etc.
- Placed orders 3-4 times a week for department. Assisted Bi- Weekly inventory of current stock & department stock. Baked par items and fresh bread baked from scratch, packaging product, pricing, filling department floor, greeting customers & assisting other departments.
- Learned current techniques in main office in Des Moines Iowa Cake decorating School.
Pharmacy Assistant
Skip's Budget Drug
12.2003 - 05.2008
- Assisted in patient prescriptions, gathered demographic, insurance info in order to fill the patient’s scripts. Handled all incoming phone calls. Provided professionalism in handling sensitive patients at front desk & drive through. Checked in Prescriptions drugs and over the counter medications stocked, handled receivable accounts, insurance payments, etc. Trained all new hires. Worked closely with Pharmacists during the week & every other Saturdays. Handled inventory daily & month, annually.
- Provided excellent customer service greeted all that came through the doors & drive through’s.
Education
Associate of Science - Surgical Technology
Northland Technical Community College
01.2007
General Education
Red River High School
01.2000
Skills
- Excellent communication skills & superb knowledge in life saving equipment Strong in Medical terminology, HIPPA, Compliance
- Very detailed orientated, possess strong problem-solving skills, excellent customer service skills
- Adjusts to frequent changes well & with optimism
- Proficient in knowledge for clinical documentation needed for insurance related calls etc
- Proficient in learning new things quickly
- Excellent multitasker can handle extreme workloads
Timeline
East Referral Intake Representative and Trainer
AdaptHealth
12.2023 - Current
Supervisor Intake , Lead Intake Specialist, Customer Service
AdaptHealth New Castle DE
03.2017 - 11.2023
Scan Manager
ACME Markets Inc
05.2013 - 04.2017
Head Cake Decorator & Bakery Assistant, Part Time
HyVee Inc
06.2010 - 02.2013
Surgical Technologist
Methodist West Hospital
06.2008 - 02.2013
Pharmacy Assistant
Skip's Budget Drug
12.2003 - 05.2008
General Education
Red River High School
Associate of Science - Surgical Technology
Northland Technical Community College