Brandi Powe
Mobile,AL
Summary
Customer Service Representative with 13+ years of healthcare member service and claims experience across phone, chat, and digital channels.
Leverages strong written communication, active listening, empathy, and conflict-resolution to clarify benefits, resolve complex claims, and streamline scheduling and payment processes while maintaining HIPAA compliance and attention to detail.
Builds rapport to improve engagement and satisfaction, monitors feedback to drive service improvements, and seeks opportunities to
support team goals and enhance member outcomes.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
TTEC
Remote
03.2022 - 04.2026
- Assisted patients by answering inbound calls and providing necessary information. Made outbound calls to follow up with patients regarding their inquiries. Supported patient communication efforts to enhance service delivery.
- Resolved patient inquiries efficiently, ensuring one-call resolution and timely follow-up on escalated or complex issues.
- Executed timely follow-up on all patient voicemails within 24 hours.
- Facilitated patient education sessions to enhance understanding of explanation of benefits (EOB).
- Processed patient payments efficiently and accurately.
- Facilitated provision of requested documentation and records.
- Surpassed established performance metrics through strategic planning and execution.
- Analyzed and interpreted contracts with insurance companies to ensure compliance and mitigate risks.
- Evaluated and decided on necessary adjustments for accounts.
- Evaluated account details to assess refund eligibility.
- Conducted thorough verification of insurance policies to ensure compliance and accuracy.
- Calculated and delivered patient estimates to ensure transparency in billing processes.
- Validated and updated demographic information to ensure accuracy and compliance.
- Investigated and identified discrepancies in payment records.
- Evaluated clinical information to assess necessity for coding review.
- Executed application processes to ensure timely and accurate submissions.
- Conducted thorough verification of eligibility and benefits for clients.
- Orchestrated navigation across multiple systems to streamline workflows.
- Maintained and achieved high metrics to meet monthly goal.
- Ability to work independently, efficiently and effectively in high call volume.
Customer Service Representative
Conduent Business Services
01.2019 - 02.2022
- Handled live chats and calls, scheduling radiology appointments efficiently.
- Resolved customer issues, reducing complaint resolution time and enhancing service metrics.
- Processed payments and managed past due bills, ensuring smooth scheduling for patients.
- Employed a positive attitude to engage customers, creating a welcoming environment that encouraged repeat business.
- Coordinated with healthcare staff to ensure seamless payment processing, improving overall operational efficiency and patient flow.
- Maintained accurate records of patient accounts and billing, ensuring compliance with corporate guidelines and financial integrity.
- Remote
Medical Claims Processor
Springhill Medical Center
Mobile AL
04.2012 - 01.2019
- Addressed written and electronic complaints from healthcare providers and members, ensuring precise categorization and processing of claims.
- Facilitated effective communication with members and providers to provide updates on claim statuses, enhancing relationship-building and positive outcomes.
- Employed robust research and analytical skills to evaluate claims and rectify discrepancies.
- Evaluated and processed claims in accordance with CMS guidelines and federal regulations and precisely verifying HIPPA before interacting with members and providers on claims.
Education
Bachelor of Science - Human Resources Management
Faulkner University
Montgomery, AL05-2010
High School Diploma -
Mattie T Blount High School
Eight Mile, AL05-1999
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Professional telephone demeanor
- Call management
- Product knowledge
- Documentation
- Microsoft Office Suite
- Microsoft PowerPoint
- Customer relationship management (CRM)
- Building rapport
- Live chat support
- Research
Timeline
Customer Service Representative
TTEC
03.2022 - 04.2026
Customer Service Representative
Conduent Business Services
01.2019 - 02.2022
Medical Claims Processor
Springhill Medical Center
04.2012 - 01.2019
Bachelor of Science - Human Resources Management
Faulkner University
High School Diploma -
Mattie T Blount High School