Brandi N. Lee
Greensboro,NC
Summary
Diligent professional brings top skills in customer service, data entry and conflict resolution. Recognized for resolving customer complaints with integrity and professionalism to maintain customer satisfaction and retention. Motivated team player committed to contributing to company success goals.
Focused customer service professional dedicated to meeting and exceeding customer expectations by delivering industry-leading support. Skilled in handling inbound and outbound calls, online requests and emails with good problem-solving, multitasking and research abilities. Background in the field roles with high-volume customer demands.
Detail-oriented professional offering several years of customer service experience. Dedicated to thoroughly and accurately resolving customer concerns with forward-thinking and knowledgeable solutions. Skilled in mentoring new employees on processes and policies in support of team and business objectives.
Overview
10
10
years of professional experience
Work History
Customer Care Representative
Elevance Health
Winston-Salem, North Carolina
11.2022 - Current
- Communicated effectively with members and providers with knowledge and confidence about their Medicaid coverage and the benefits they received
- Assisted members to find in network providers and would help them
- Schedule appointments if assistance was needed,
- Provided coverage information for prescriptions, vision and dental benefits.
- Assisted providers with questions and concerns regarding members eligibility prior authorizations, becoming in network with certain plans.
- Documented calls thoroughly and proficiently so other CSR could have a clear understanding of what was the call concerning, the explanation, steps taken to resolve issue or question and acknowledgement of understanding from member or provider
Pharmacy Customer Associate
BioPlus Speciality Pharmacy/Elevance Heal Companie
Winston-Salem, North Carolina
11.2022 - Current
- Responsible for responding to basic customer questions via telephone and written correspondence regarding pharmacy retail and mail order prescriptions.
- Primary duties may include, but are not limited to: Develops and maintains positive customer relations and coordinates with functions within the company to ensure customer requests are handled and resolved appropriate and in a timely manner.
- Interacts with internal and external customers (could include subscribers, providers, group or benefit administrators, physician offices, third party representatives, and other Blue Cross Plans) to provide claims, customer service, and/or membership support.
- Completes necessary research to provide proactive, thorough solutions.
- Displays ownership of service requests ensuring high quality resolution and follow-thru.
- Supports and guides the customer with their personal options and decisions and helps the customer become knowledgeable and confident about using technology, tools and resources available to them.
- strong oral, written and interpersonal communication skills, problem-solving skills, facilitation skills, and analytical skills.
PATIENT SERVICES REPRESENTITIVE II, THE HAND CENTER OF GREENSBORO PT/OT
Atrium Health Wake Forest Baptist Hospital
07.2021 - 06.2022
- Patient services Representative II
- Patient registration
- Check in/check out
- Prior authorizations for patient testing and medications
- Collecting copays and balances
- Charge entry
- Scheduling
- Billing
- Experience with all health insurance (private and state)
- Workers comp claims
- Ordering supplies
- DME products
- Answering Multi-Line phone systemsDRAFT2
CLERK/SALES ASSOCATE
CITGO
Stokesdale, NC
01.2021 - 07.2021
- Operated cash register to record all transactions via cash, credit or check accurately and efficiently
- Checked new inventory coming into the store and kept shelves stocked
Medical Assistant, Nothwest Family Medicine
Novant Health Forsyth Medical Center
Stokesdale, NC
03.2015 - 11.2017
- Communicated clearly and effectively with patients to verify information and purpose of visit
- Conducted preliminary evaluations, including measuring weight, temperature and blood pressure, and documented results with accuracy
- Directed patients to exam rooms, fielded questions and prepared for physician examinations
- Called and faxed pharmacies to submit prescriptions and refills
- Completed clinical procedures and gathered patient data for interpretation by physician
- Reviewed physician's calendar and scheduled patient appointments by telephone and in-person
- Performed venipuncture and administered vaccinations for patients between of all ages
- Sanitized, restocked and organized exam rooms and medical equipment
- Performed clerical duties, such as word processing, data entry, answering phones and filing
- Gathered forms, copied insurance cards and other forms of identification to collect patient information for billing and insurance filing
- Scheduled appointments, registered patients and completing Prior authorizations for diagnostic testing and medications
Medical Assistant, Bethany Cardiology and Primary Care
Bethany Medical Center
High Point, NC
- Communicated clearly and effectively with patients to verify information, determine purpose of visit and record medical history
- Directed patients to exam rooms, fielded questions and prepared for physician examinations
- Conducted preliminary evaluations, including measuring weight, temperature and blood pressure, and documented results with accuracy
- Called and faxed pharmacies to submit prescriptions and refills
- Completed clinical procedures and gathered patient data for interpretation by physician
- Obtained client medical history, including medication information, symptoms and allergies
- Performed venipuncture and administered vaccinations for patients of all ages
- Reviewed physician's calendar and scheduled patient appointments by telephone and in-person
- Performed clerical duties, such as word processing, data entry, answering phones and filing
- Scheduled appointments, registered patients and distributed sample pharmaceuticals as prescribed
Education
Licensed Cosmetologist - Cosmetologist
Leon’s Beauty Schoo
Greensboro, NC09-2011
High School Diploma -
Ridgefield Academy
Greensboro, NC05-2000
Some College (No Degree) -
Guilford Technical Community College
Jamestown, NCSkills
- Call logging
- Custom order management
- Billing coordination
- Email correspondence
- Conflict mediation
- Product knowledge
- Adaptability and flexibility
- Product education
- Call handling
- Security verification
- Punctuality and reliability
- Documentation and reporting
- Customer relations
- Issue escalation
- Call center experience
- Complaint handling
- Issue follow up
- Decision-making
- First call resolution
- Active listening
- Phone etiquette
- Inbound customer service
- Payment processing
- Customer service
- Time management
- Order processing
- Empathy and patience
- Verbal and written communication
- Quality assurance
- Multitasking and organization
- Email communication
References
References available upon request.
Timeline
Customer Care Representative
Elevance Health
11.2022 - Current
Pharmacy Customer Associate
BioPlus Speciality Pharmacy/Elevance Heal Companie
11.2022 - Current
PATIENT SERVICES REPRESENTITIVE II, THE HAND CENTER OF GREENSBORO PT/OT
Atrium Health Wake Forest Baptist Hospital
07.2021 - 06.2022
CLERK/SALES ASSOCATE
CITGO
01.2021 - 07.2021
Medical Assistant, Nothwest Family Medicine
Novant Health Forsyth Medical Center
03.2015 - 11.2017
Medical Assistant, Bethany Cardiology and Primary Care
Bethany Medical Center
Licensed Cosmetologist - Cosmetologist
Leon’s Beauty Schoo
High School Diploma -
Ridgefield Academy
Some College (No Degree) -
Guilford Technical Community College