Breanna Fox
Apopka,FL
Summary
Experienced File Maintenance Clerk and Customer Service Supervisor with a strong background in team leadership, Excel, and data analysis. Streamlined operations, boosting customer satisfaction by 20%, reducing operational costs by 10%, and cutting non-par appointment write-offs by 22%. Skilled in insurance coordination, HIPAA compliance, and fostering high-performance teams. Proficient in managing both physical and digital documentation and committed to maintaining efficient operations.
Overview
6
6
years of professional experience
Work History
File Maintenance Clerk
Advanced Dermatology and Cosmetic Surgery
02.2023 - 01.2025
- Organized Documentation: Managed both paper and digital files, ensuring easy access and proper archiving for future reference.
- Excel Expertise: Utilized advanced Excel skills, including VLOOKUP and pivot tables, to manage and analyze data efficiently.
- Provider Insurance Management: Continuously updated par/non-par insurances accepted by providers to ensure accuracy. (Reduced Write-Offs: Reduced non-par appointment write-offs by 22% by leveraging an existing application and improving communication between the remote scheduling teams and local offices.)
- Insurance Coordination: Contacted insurance companies to obtain fee schedules and contracts.
- HIPAA Compliance: Updated insurance information to protect patient privacy and ensure HIPAA compliance.
- Project Assistance: Assisted in various projects, contributing to the accuracy and efficiency of data management.
Customer Service Billing Supervisor
Advanced Dermatology and Cosmetic Surgery
02.2021 - 02.2023
- Streamlined Operations: Developed and implemented a tier system that assessed employees' skills, productivity, and experience, eliminating the need for a manager position and empowering reps with their own skills.
- Improved Efficiency: Created and enforced customer service procedures, policies, and standards, leading to a 20% increase in customer satisfaction ratings.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Enhanced Customer Satisfaction: Developed and coordinated customer satisfaction goals with the team, consistently achieving targets.
- Team Development: Hired and trained new customer service agents, improving overall team performance and reducing onboarding time by 30%.
- In-House Patient Balance Team: Re-Established an in-house patient balance team that reviewed patient accounts for accuracy and attempted to collect balances, reducing the need for outside collection agencies and increasing collections efficiency.
- Timely Issue Resolution: Ensured prompt responses to customer service issues, maintaining a high level of customer satisfaction.
Overnight Supervisor
Wawa
05.2020 - 03.2021
- Maximized Sales and Customer Satisfaction: Led night crew activities to boost sales, enhance earnings, and ensure top-notch customer satisfaction.
- Performance Improvement: Drove employee performance through regular coaching, comprehensive training, and consistent constructive feedback.
- Efficient Scheduling: Strategically scheduled staff, planned budgets, and revised schedules to meet business needs while minimizing costs.
- Time-Sensitive Task Management: Expertly managed time-sensitive tasks such as promotional set-ups and end-of-season markdowns, ensuring seamless transitions between sales periods.
- Cross-Functional Collaboration: Partnered with other department supervisors to coordinate cross-functional projects and initiatives, aligning efforts to achieve shared organizational objectives.
Customer Service Team Lead
Wawa
06.2019 - 05.2020
- Customer Interaction Guidance: Supported team members in navigating difficult interactions with customers, providing expert guidance on appropriate de-escalation techniques to maintain a positive customer experience.
- New Employee Training: Coached new team members on service techniques and evaluated their performance through a comprehensive quality assurance program.
- Customer Satisfaction Improvement: Proactively addressed and resolved complex customer issues in a timely manner, significantly improving overall customer satisfaction.
- Task Allocation: Efficiently allocated tasks during high-traffic times to ensure smooth operations and keep employees focused and productive.
- Store Maintenance and Organization: Maintained a clean, adequately stocked, and organized store by streamlining daily operations and introducing innovative procedures.
Education
Associate of Science - General Studies
Edward Waters University
Jacksonville, FL 05-2017
Skills
- Excel & Data Analysis (VLOOKUP, Pivot Tables)
- Data Management & Organization
- Process Improvement & Efficiency
- Performance Monitoring & Reporting
- Team Supervision & Leadership
- Customer Satisfaction & Retention
- Hiring, Training & Team Development
- Performance Monitoring & Reporting
- NexGen medical billing & Software Familiarity
- Insurance Coordination & HIPAA Compliance
Timeline
File Maintenance Clerk
Advanced Dermatology and Cosmetic Surgery
02.2023 - 01.2025
Customer Service Billing Supervisor
Advanced Dermatology and Cosmetic Surgery
02.2021 - 02.2023
Overnight Supervisor
Wawa
05.2020 - 03.2021
Customer Service Team Lead
Wawa
06.2019 - 05.2020
Associate of Science - General Studies
Edward Waters University
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