Brian Avery
Atlanta,GA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Healthcare. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specializes in quality, speed and process optimization. Articulate, energetic and results- oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
10
10
years of professional experience
Work History
Billing Specialist
Physicians Endoscopy
06.2023 - Current
- Research and resolve billing discrepancies to enable accurate billing.
- Utilize time management strategies effectively while working remotely, balancing workload demands with personal responsibilities at home.
- Display excellent multitasking abilities, managing simultaneous tasks while maintaining a high level of accuracy and attention to detail.
- Resolve customer inquiries and complaints from multiple channels with moderate supervision.
- Manage high volume of incoming calls for efficient problem-solving and timely support, ensuring positive client experiences.
- Maintain a high level of confidentiality, protecting sensitive customer information while adhering to all data security protocols.
- Develop a comprehensive understanding of ICD-10, and CPT codes to ensure proper use in medical coding assignments.
- Maintain patient confidentiality by adhering to strict HIPAA regulations during all aspects of the coding and billing processes.
- Assisted in maintaining smooth office operations by managing essential administrative tasks such as record keeping and data entry.
Customer Service Representative III
ERBE - USA
06.2021 - 06.2023
- Answer over 60 calls per shift to meet fast-paced call center demands.
- Implement forward-thinking strategies focused on addressing customer needs concerns.
- Maintain company standard for service and wait times.
- Manage the ordering process: from placing orders to reconciling and processing payments.
- Process daily critical back-order reports and update orders accordingly.
- Manage key projects with business partners in Member Operations, IT, Product, Account Management to improve the client experience.
- Prepare cost analysis for project-specific goods and services using vendor network.
- Establish customer relationships and follow up with customers, as needed.
Buyer I
Piedmont Healthcare
06.2017 - 06.2021
- Served as single point of contact for internal and external customer groups.
- Managed approximately 30 calls, emails and faxes per day from internal and external customers.
- Assisted with integrating and migrating of new hospital locations within supply chain.
- Trained staff on supply chain process and warehouse order processing.
- Communicated professionally and directly with suppliers in relation to order processing as required to resolve issues and receive order acknowledgements.
- Maintained an accurate entry, proofing, maintenance and submission of purchase orders based on customer demand, stock replenishment and management direction.
- Coordinated order status report submissions from suppliers. Resolve changes and discrepancies, and update purchase order information accordingly.
- Managed routine purchase order review and follow-up, and expediting of orders.
- Brainstormed procure to pay process for future supply chain success and easement of processing orders.
Customer Service Representative
Children’s Healthcare of Atlanta
02.2015 - 04.2018
- Contributed to team success by sharing ideas and tactics to reach department goals
- Handled customer complaints in person and remotely
- Managed customer order process, including quotes, payment and follow ups
- Maintained high quality service by digging into issues and coming up with creative solutions
- Partnered with downstream teams to ensure on-time deliveries for customers
- Communicated with vendors to manage back-orders, special orders and other unique situations.
Education
Bachelor of Science - Business Administration And Management
Herzing University
Atlanta, GA05.2026
Skills
- Account Management - Data Entry
- Database Management - POS/Order System Knowledge
- Service Standard Compliance - Supplier Relations
- Shipping Procedure Knowledge - Invoice/Payment System Knowledge
- Insurance Verification
- Supplier Performance Management
- Operational Efficiency
- Supply Chain Planning
- CPT and ICD-10 codes
- Medical Terminology
- HIPAA Compliance
- Problem Resolution
- Call center experience
- Microsoft Office Suite
- Call Center Operations
Timeline
Billing Specialist
Physicians Endoscopy
06.2023 - Current
Customer Service Representative III
ERBE - USA
06.2021 - 06.2023
Buyer I
Piedmont Healthcare
06.2017 - 06.2021
Customer Service Representative
Children’s Healthcare of Atlanta
02.2015 - 04.2018
Bachelor of Science - Business Administration And Management
Herzing University
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