Briana L. Correa
Plainview
Summary
Dedicated professional with extensive experience in customer service and patient/member care, known for delivering compassionate support and clear communication in fast paced environments. Well versed in de-escalation tactics, leadership roles, and maintaining composure under high-stress situations. After spending time exploring other opportunities, I am returning to the medical insurance field with a renewed focus and commitment to leveraging my background to positively impact member experience and contribute to organizational success.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Public Safety Dispatch II
Lubbock Police Department
11.2021 - 05.2025
- Answer emergent and non-emergent calls for service, obtain necessary information and enter in the computer aid dispatch.
- Monitor radios and unit status at any given time.
- Determine best utilization of units as compared to calls for service and prioritize based upon urgency and need of each given call.
- Coordinates with multiple agencies and organizations for assistance or information as required.
- Served as lead dispatcher and trainer, recognized for mentoring new hires and leading shifts with a strong focus on teamwork and safety under pressure.
- Utilized clear, concise communication and rapid decision-making to manage high-stress emergency calls. Ensuring effective outcomes for both callers and response teams.
- Applied crisis communication skills to effectively handle calls involving panic, aggression, or verbal hostility ensuring clear direction and swift assistance.
- Responded to over 3,600 calls annually, demonstrating strong multitasking, situational awareness, and communication skills under pressure.
- Maintained an average call answer time of 5 seconds, exceeding industry standards and supporting timely emergency response.
Customer Advocate Specialist
Blue Cross Blue Shield
09.2019 - 06.2021
- Assisted in health insurance benefit questions and selection based on the needs of each individual group.
- Adjusted and finalized health insurance claims as submitted by providers.
- Answered incoming calls and provided customer service while utilizing several programs and tools.
- Successfully met performance metrics while working remotely during COVID with minimal supervision.
- Maintained strict adherence to HIPAA guidelines and ensured member rights were consistently upheld.
- Processed insurance claims efficiently using EHR platforms, ensuring accuracy and timely submission.
- Routinely utilized medical terminology while giving member benefits information and processing claims.
- Provided high-quality support by actively listening to members, addressing concerns with clarity, and navigating insurance systems to resolve issues efficiently and accurately.
- Skilled in managing difficult conversations with frustrated or irate members, maintaining composure while providing solutions.
- Reviewed and interpreted CPT, HCPCS, and ICD codes to assist members and providers with claim inquiries and coverage determination.
- Successfully transitioned to a remote work environment without interruption in performance.
- Exceeded key performance indicators consistently including, call answer time, resolution rate, and accuracy
- Maintained high productivity and reliability surpassing department standards while adapting to virtual work flows and communication tools
- Demonstrated strong time management and selfless discipline contributing to team goals in a fully remote setting.
Certified Nurse’s Aide
Shannon Hospital
05.2018 - 09.2019
- Provided excellent care in a fast-paced environment while monitoring vitals and maintaining a clean, safe environment.
- Assisted nurses and doctors in emergency situations by applying my knowledge of first aid and basic lifesaving skills.
- Handled sensitive patient information responsibly, following HIPAA policies to ensure privacy in all aspects of care, documentation, and communication.
- Performed patient intake duties include collecting vital signs, reviewing medical history and preparing patients for medical examinations and treatments.
- Organized, viewed, and entered patient data into electronic systems, supporting clinical workflows, and proper documentation.
Certified Nurse’s Aide
Ballinger Home Health and Hospice
02.2016 - 05.2018
- Completed activities of daily living while demonstrating the ability to provide holistic care to patients by noticing changes in condition and or vitals.
- Used effective communications skills to relay any changes to the patient, their family, as well as their medical team.
- Effectively maintained Certified Nursing Assistant licensing by completing each required step as given every two years.
- Gathered and documented patient information accurately during admission and intake processes, ensuring smooth communication between patients and healthcare teams.
- Handled sensitive health information, including intake forms and medical histories, as a part of patient record management processes.
Child Care Worker
Nalda's Daycare
06.2014 - 02.2016
- Created a safe and nurturing environment for children aged 3-5 to learn and play.
- Used communication and interpersonal skills to collaborate with parents and teachers.
- Followed curriculum to assist children in reaching milestones resulting in significant cognitive and social development.
Education
Diploma - undefined
Ballinger High School
Ballinger, TX05.2014
Skills
- Active Listening
- Adaptability
- Conflict Resolution
- Critical Thinking
- Problem Solving
- Time Management
- Self Initiative
- Empathy
- Leadership
- Collaboration
- Multitasking
- Protected Health Information (PHI) Handling
- HIPAA Adherent Documentation and Communication
- EHR Data Entry and Management
- Patient Data Entry and Maintenance
- Insurance Claim Adjudication (CPT/HCPCS/ICD)
- Medical Record Management
- Fast and Accurate Typist (78 WPM)
- High Stress, High Call Volume Environments
Certification
- Lubbock County Sheriff’s Office – Basic Telecommunications License, March 2022
- Intermediate Telecommunications Licensing obtained April 2025
Timeline
Public Safety Dispatch II
Lubbock Police Department
11.2021 - 05.2025
Customer Advocate Specialist
Blue Cross Blue Shield
09.2019 - 06.2021
Certified Nurse’s Aide
Shannon Hospital
05.2018 - 09.2019
Certified Nurse’s Aide
Ballinger Home Health and Hospice
02.2016 - 05.2018
Child Care Worker
Nalda's Daycare
06.2014 - 02.2016
Diploma - undefined
Ballinger High School
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