Briana Wilson-Collins
Clarkston,GA
Summary
Driven and dynamic Healthcare Customer Service Rep with a proven track record at True-pill, I excel in customer service and problem-solving, ensuring high customer loyalty. Skilled in critical thinking and data entry, I thrive in fast-paced environments, significantly enhancing customer satisfaction and operational efficiency. I always make sure to familiarize myself with and comply with all company policies, including HIPAA/PHI.
Overview
7
7
years of professional experience
Work History
Senior Outreach Specialist
Centauri Health Solutions Inc - Human Arc
09.2024 - Current
- Identify and troubleshoot employees' concerns and issues, providing efficient solutions or escalating complex matters to appropriate internal departments.
- Maintain detailed and organized records of all interactions, inquiries, and resolutions in the company's customer relationship management (CRM) system.
- Stay updated on company policies, industry regulations, and compliance requirements to provide accurate information and ensure consistent service quality.
- Recorded, transcribed and maintained confidential client information into applicant tracking system and database.
- Strong interpersonal and communication skills, with the ability to explain complex concepts in a clear and understandable manner.
- Exceptional problem-solving skills and the ability to handle challenging situations with empathy and professionalism.
- Conducted comprehensive applicant interviews to determine eligibility and fit for specific programs.
Tier 2 Escalations Supervisor
Dick's Sporting Goods
02.2022 - 11.2024
- Reliable internet speed and broadband connection.
- Sales experience and the ability to effectively up-sell products.
- The ability to be consistently ready to work and on time as scheduled.
- The ability to work effectively in a work-at-home setting.
- Experience in the healthcare and medical industry with medical terminology.
- Active listening skills and attention to detail.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
Enrollment Specialist Customer Service Rep
Truepill
11.2018 - 04.2023
- Experience in Customer Service, Healthcare and Enrollment Assistance Programs (EAP).
- Ability to prioritize and multitask independently.
- Able to comply with all company policies, including HIPAA/PHI.
- Can demonstrate excellent empathy and the patience to deal with difficult callers or complex requests.
- Ability to cope with a high volume of inbound and outbound calls.
- Strive to meet/exceed individual performance goals in the areas of: Call Quality, Attendance, Adherence, and other Contact Center objectives.
- Proficient with MS Office and the ability to navigate multiple platforms.
- Conducted comprehensive applicant interviews to determine eligibility and fit for specific programs.
- Understood and thoroughly explained services provided to customers and potential customers.
Education
Associates - Practical Nursing
Georgia Piedmont Technical College
Clarkston, GA01.2027
High School Diploma -
Martin Luther King Jr. H.S.
Lithonia, GA01.2014
Skills
- Data analysis
- Project outreach plans
- Salesforce
- Exceptional communication
- Relationship management
- Outreach processes
- Maintaining client records
- Collaboration and teamwork
- Client intakes
Timeline
Senior Outreach Specialist
Centauri Health Solutions Inc - Human Arc
09.2024 - Current
Tier 2 Escalations Supervisor
Dick's Sporting Goods
02.2022 - 11.2024
Enrollment Specialist Customer Service Rep
Truepill
11.2018 - 04.2023
Associates - Practical Nursing
Georgia Piedmont Technical College
High School Diploma -
Martin Luther King Jr. H.S.
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