Briah Hightower
Houston
Summary
Client Relationship & Operations Specialist with 4+ years of experience managing high volume client interactions, optimizing workflows and driving service excellence across healthcare, aviation and customer facing industries. Skilled in CRM Systems cross-team collaboration and process improvement to enhance client experience and operational efficiency.
Overview
6
6
years of professional experience
Work History
Patient Access Representative
Memorial Hermann
11.2023 - Current
- Serves as primary point of contact between patients, departments and insurance providers to ensure seamless service and communication flow.
- Manage high volume scheduling and documentation using CRM tools, maintaining service accuracy and positive feedback.
- Partner with cross functional teams to improve intake processes, resulting in 15% reduction in wait times and improved satisfaction metrics.
- Identify process gaps and recommend workflow enhancements aligned with client experience goals.
Flight Attendant
Chaplain Enterprises
01.2022 - 11.2023
- Built and maintained strong customer relationships by anticipating needs and resolving service issues in fast paced environment.
- Collaborated with operations teams to enhance boarding workflows and improve on time performance.
- Conducted post flight debriefs to identify process improvement opportunities impacting client satisfaction.
- Recognized for calm, proactive communication during conflict or crisis events, ensuring positive client experiences.
Healthcare Customer Service Representative
Kelsey Seybold Clinic
03.2020 - 01.2022
- Managed patient accounts and service inquires using CRM tools, documented all communications to track service outcomes.
- Developed and implemented communication templates improving clarity of client billing and scheduling processes.
- Partnered with operations and administrative teams to identify process inefficiencies and implement corrective actions.
Education
Bachelor of Science - Communication
University of Houston
Victoria, TX05-2024
Associate of Arts - Business
San Jacinto College
09-2022
Skills
- Relationship Management
- Process Documentation
- Workforce Optimization
- CRM System
- Conflict & Issue Resolution
- Customer Experience Enforcement
Timeline
Patient Access Representative
Memorial Hermann
11.2023 - Current
Flight Attendant
Chaplain Enterprises
01.2022 - 11.2023
Healthcare Customer Service Representative
Kelsey Seybold Clinic
03.2020 - 01.2022
Bachelor of Science - Communication
University of Houston
Associate of Arts - Business
San Jacinto College