Branyia Medlock
Dallas,TX
Summary
Dedicated, independent and motivated customer service professional seeking to provide attentive, highly professional service for a dynamic healthcare provider.
Overview
7
7
years of professional experience
Work History
Data Entry
Remx/Mckesson
06.2023 - 03.2024
- Followed up with pharmacies and insurance plans to determine outcomes on prior authorizations
- Provided excellent customer service while ensuring compliance with product and service requirements
- Created and tracked appeals for prior authorizations
- Documented and reported potential adverse events related to medications
- Processed and documented fax failures
Social Media Content Moderator
Genpact LLC
09.2021 - 11.2022
- Maintenance platform integrity by reviewing live videos and statuses to uphold standards
- Ensuring strict adherence to platform policies
- Represented the company professionally by building strong working relationships with teams and users
- Creating a positive environment for all users
Quality Assurance Analyst
[24/7] ai.
11.2020 - 08.2021
- Monitored live and recorded phone calls between agents and consumers
- Assessed communication effectiveness against prescribed quality and compliance standards
- Audited the accuracy of information and reported results to the Director of Operational Analysis
- Documented and reported monitored phone calls and findings
- Provide performance feedback to Operation Management regarding employee monitoring sessions as needed
- Organize and maintain the quality and compliance documentation related internal and external policy or procedure changes
- Provide direction and guidance to training and adherence as prescribed by quality and compliance initiatives
- Accurately entered call monitoring data into the department repository system for future statistical and trend analysis
Customer Service Representative
Genpact LLC
08.2019 - 09.2020
- Handled inbound and outbound communication with over 100 customers per day via phone and chat, achieving a survey satisfaction rate of over 85%
- Utilized company troubleshooting resolutions to evaluate technical issues while leveraging personal expertise to find appropriate solutions for customers
- Mentored team and pod members on performance-oriented strategies and customer service techniques after promotion in December 2019
- Contacted clients to verify account information, update services, answer questions, and resolve concerns to maintain exceptional customer service standards and promote brand loyalty
Escalation Supervisor
[24/7] ai.
12.2016 - 06.2019
- Assisted customers with billing disputes, technical issues, store and employee feedback, account inquiries, and customer retention
- Communicated with customers via chat and social media (Twitter/Facebook) to provide information about products and services
- Helped customers create, update, and cancel accounts while troubleshooting device issues and providing self-help resources
- Determined charges for services rendered and requested, conducted investigations, and provided retention offers to dissatisfied customers
Education
Diploma - Medical Office and Billing Specialist
Ultimate Medical Academy
05-2025
Skills
- Greenway
- MS Excel
- MS Word
- MS PowerPoint
- Technical support
- Adaptability
- Flexibility
- Typing Speed: 37 WPM
- Written and verbal communication
- Problem solving skills
- Critical thinking skills
- Time management skills
- Independent thinker - requires minimal supervision
Proficiencies
- Greenway
- MS Excel
- MS Word
- MS PowerPoint
- Technical support
- Adaptability and Flexibility
Typing Speed
37 WPM
Honors Awards
Ultimate Medical Academy Dean's List
Key Qualifications
- Medical Practice Management Systems
- Medical Terminology
- Medical Records
- HIPAA Compliance
- Insurance Verification
- Insurance Claim Processing
- Reimbursement Processing
- Revenue Cycle Management
- Medicare / Medicaid Government Payers
- Third Party Payers
- CPT & ICD-10 Coding
- Medical Billing
- Medical Office
- Medical Administrative
- Patient Registration
- Data Entry
Timeline
Data Entry
Remx/Mckesson
06.2023 - 03.2024
Social Media Content Moderator
Genpact LLC
09.2021 - 11.2022
Quality Assurance Analyst
[24/7] ai.
11.2020 - 08.2021
Customer Service Representative
Genpact LLC
08.2019 - 09.2020
Escalation Supervisor
[24/7] ai.
12.2016 - 06.2019
Diploma - Medical Office and Billing Specialist
Ultimate Medical Academy
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