Brenda Hargrove
Mental Health Professionals, Crisis Intervention Specialists
Baton Rouge,LA
Summary
Motivated and empathetic Customer Service Representative with 5+years of experience in client-facing roles and a strong passion for healthcare. Proven ability to handle high call volumes, provide effective crisis support, resolve patient issues, and navigate EMR systems with accuracy. Seeking a remote healthcare customer service position where I can contribute to patient satisfaction and streamline service delivery.
Overview
11
11
years of professional experience
Work History
Mental Health Counselor
Women Correctional Rehabilitation Center (WCRC)
02.2025 - Current
- Provide crisis intervention and help clients manage and overcome mental and emotional challenges by conducting assessments, developing individualized treatment plans, and providing therapy (individual and group).
- Prepare clients for employment, assist with budgeting, Intake, and discharge, and prepare them for the outside world.
- Ensure full HIPAA compliance on every interaction during patient intake and support.
Qualified Intellectual Disability Professional (QIDP)
Harmony Center
02.2022 - 01.2025
- Responsible for providing efficient services to enhance the quality of life for clients.
- Ensured all records of client activities are properly maintained for all assigned caseloads.
- Identified social-psychological conditions of the residents as it relates to the family, health care, school, work and residential life for assigned cases.
Healthcare Customer Service Representative
Enhance Health Care Services Behavioral Health, LLC
03.2020 - 01.2022
- Handled 60+ inbound patient calls daily regarding benefits, billing, and scheduling; maintained 98% customer satisfaction score. Utilized EPIC EMR to verify insurance, updated patient records, and scheduled appointments.
- Escalated urgent issues to clinical staff using internal messaging system, reducing response time by 22%.
- Ensured full HIPAA compliance on every interaction during patient intake and support.
Client Support Representative – Healthcare
Progressive Care Center
01.2017 - 02.2020
- Provided Tier 1 support for patients navigating tele-health services, login issues, and prescription portals.
- Tracked, documented, and followed up on over 300 cases using Zendesk and Salesforce CRM.
- Delivered empathetic services to vulnerable patients, averaging 4.9/5.0 satisfaction score.
- Contributed to updating internal knowledge base and new hire training guides.
- Resolved client inquiries efficiently, leading to substantial improvements in response times and increased client retention.
- Partnered with healthcare teams to streamline patient communication, ensuring timely updates and improved service delivery.
Mental Healthcare / Client Representative
Behavioral Health Care Service
09.2014 - 11.2016
- Completed 8-week intensive training in medical customer service and crisis intervention, including HIPAA compliance, EMR systems, and conflict resolution.
- Shadowed senior agents and handled mock and live calls with supervision, receiving certification of completion.
- Achieved a 100% accuracy score on scheduling and data entry tasks during quality checks.
- In production, I maintained 97% overall customer satisfaction scores for my tenure.
- Partnered with senior agents to refine conflict resolution strategies, significantly reducing escalation rates and improving team cohesion.
Education
Bachelor of Science - Criminal Justice
Southern University at New Orleans
New Orleans, LA05.2014
Associate Degree - Substance Abuse
Southern University at New Orleans
New Orleans, LA05.2013
Skills
HIPAA Compliance
Medical Terminology
Patient Scheduling
Electronic Medical Records (EMR/EHR)
Insurance Verification
Call Center Operations
Salesforce
Epic
Conflict Resolution
Data Entry
Active Listening
Claims Support
Remote Work Platforms (Zoom, Slack, Teams)
Team Collaboration
Customer Relationship Management
Effective Communication
Timeline
Mental Health Counselor
Women Correctional Rehabilitation Center (WCRC)
02.2025 - Current
Qualified Intellectual Disability Professional (QIDP)
Harmony Center
02.2022 - 01.2025
Healthcare Customer Service Representative
Enhance Health Care Services Behavioral Health, LLC
03.2020 - 01.2022
Client Support Representative – Healthcare
Progressive Care Center
01.2017 - 02.2020
Mental Healthcare / Client Representative
Behavioral Health Care Service
09.2014 - 11.2016
Bachelor of Science - Criminal Justice
Southern University at New Orleans
Associate Degree - Substance Abuse
Southern University at New Orleans