Brandy Williams
Grand Prairie,TX
Summary
A motivated and persuasive individual with a passion for customer service and problem-solving. Experienced in effectively communicating with customers to understand their needs and provide appropriate solutions. Skilled in conducting interviews and gathering information to support decision-making processes. Strong interpersonal skills allow for building rapport and trust with individuals. Proficient in managing demanding tasks and meeting deadlines.
Overview
24
24
years of professional experience
Work History
Contact Center Specialist/Remote
Baylor Scott and White Health
07.2021 - Current
- Provides stellar customer service in all aspects of scheduling, including taking 30 incoming calls, cancelling, and rescheduling appointments based on appointment guidelines by department
- Uses in-house system to record necessary information and instigate actions as required
- Processing orders, forms, applications, and requests for information
- Dealing efficiently with questions and queries from patients
- Maintains up to date knowledge of company’s product, services, and procedures to provide accurate information to patients
- Answers high volume patient and provider calls in a proficient and exemplary manner
- Reviews chart documents thoroughly and accurately to determine patient’s needs.
Caregiver
Home-school
05.2020 - 07.2021
- Provided help to Autistic child with daily tasks and teaching while learning remotely
- Administered medications as prescribed two times daily
- Provided help with grooming, prepared three meals every day, and taught independent living skills
Cancer Resource Specialist
American Cancer Society
03.2000 - 04.2020
- Conducted client, family, or group interviews to assess situations, limitations, and issues, implementing tailored services to address their needs
- Provided clear explanations of medical care options to assist families in making informed healthcare decisions
- Demonstrated compassion and depth of knowledge when responding to patient concerns and inquiries
- Utilized extensive knowledge of available resources to guide patients in selecting appropriate assistance and obtaining relevant support
- Collected and reviewed patient information to assess eligibility for special programs, ensuring comprehensive care
- Managed client demographic database and entered details into computer systems efficiently
- Educated patients on various treatment options, including chemotherapy, radiation, surgery, and clinical trials, addressing questions to ask their doctors, patient's rights, and certain medical insurance concerns
- Handled high volume of 150 calls per week, addressing patient inquiries and concerns with professionalism and empathy
- Coordinated transportation services, including scheduling rides and air flights to and from medical appointments and lodging stays
- Effectively troubleshooted and resolved issues related to transportation requests and materials ordering
- Collaborated with cancer patients, caregivers, doctors, social workers, and healthcare professionals, building strong rapport and delivering excellent customer service
- Received recognition for consistently providing excellent customer service and building rapport.
Education
Bachelor of Science - Public Health Education
Lamar University
Beaumont, TX05.1999
Skills
- Microsoft Suite
- Salesforce
- Epic Software
- Entrepreneurial spirit
- Persuasive & articulate
- Influencing skills
- Customer relationships
- Client Retention
- Data management
- Administrative Support
- Teaching
- Time Management
- Research
- Customer Service
- Advisory Skills
- Communication Skills
- Interpersonal Skills
- Listening Skills
- Leadership Skills
- Analytical Skills
- Computer Skills
- Data Analysis
- Medical Terminology
- EPIC
- Trouble Shooting
- Calm Under Pressure
- Regulatory Compliance
- Verbal and written communication
- Professional telephone demeanor
- Customer Data Confidentiality
- Database Research
References
Upon Request
Timeline
Contact Center Specialist/Remote
Baylor Scott and White Health
07.2021 - Current
Caregiver
Home-school
05.2020 - 07.2021
Cancer Resource Specialist
American Cancer Society
03.2000 - 04.2020
Bachelor of Science - Public Health Education
Lamar University
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