Brianna Cosby
Cedar Park,TX
Summary
Skilled Customer Service and Healthcare Support Specialist with a background in medical scheduling, dental reception, and administrative operations. Adept at resolving issues, managing patient inquiries, coordinating appointments, and ensuring accurate insurance and record documentation. Known for professionalism, empathy, and the ability to maintain high service standards in fast-paced environments.
Overview
8
8
years of professional experience
Work History
Front Desk Receptionist
Private Dental Office
Lakeway, TX
02.2025 - 12.2025
- Managed patient scheduling to optimize office workflow and reduce appointment conflicts.
- Assisted patients with inquiries, providing exceptional customer service and support.
- Maintained accurate patient records using electronic health record systems to ensure data integrity.
- Coordinated communication between dental staff and patients, enhancing overall patient experience.
- Greeted and checked in patients, creating a welcoming and professional front office experience.
- Managed daily appointment scheduling, confirmations, cancellations, and follow-ups for dental providers.
- Answered high-volume phone calls, assisted patients with treatment questions, and provided clear information about office procedures.
- Verified insurance eligibility and benefits, collected co-pays, and processed payments accurately.
- Maintained and organized patient records, updated charts, and ensured confidentiality in compliance with HIPAA regulations.
- Coordinated with dental assistants and dentists to optimize daily workflow, reduce wait times, and support patient care.
- Handled billing inquiries, prepared patient statements, and communicated financial responsibilities.
- Performed general office duties such as filing, scanning, emailing, and managing incoming/outgoing correspondence.
- Resolved patient concerns with professionalism, empathy, and effective communication.
Appointment Scheduler
Baylor Scott & White Medical Center
Austin Texas
04.2024 - 02.2025
- Coordinated appointment schedules for multiple departments, optimizing resource allocation and staff availability.
- Implemented electronic scheduling system, enhancing efficiency and reducing scheduling conflicts.
- Managed patient communications, ensuring timely reminders and follow-ups to improve attendance rates.
- Developed streamlined processes for handling last-minute cancellations, minimizing disruptions to workflow.
- Scheduled appointments for primary care and specialty providers, ensuring accurate coordination between patients, providers, and clinic availability.
- Managed a high-volume call system, assisting patients with scheduling, rescheduling, referrals, and general appointment inquiries.
- Verified patient demographics, insurance information, and referral requirements to ensure smooth visit check-ins and billing accuracy.
- Collaborated with clinics and medical staff to prioritize urgent appointments and support continuity of patient care.
- Used electronic health record systems (EHR/EMR) to update patient charts, document communications, and maintain detailed scheduling notes.
- Delivered exceptional customer service, helping patients navigate their care with professionalism, empathy, and clear communication.
- Resolved scheduling conflicts, double-bookings, and provider changes by problem-solving quickly and minimizing patient disruption.
- Maintained HIPAA compliance and protected patient privacy in all communications and documentation.
Customer Service Advisor
Ibex
New Braunfels, TX
08.2022 - 03.2023
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems quickly and efficiently
- Maintained customer databases by updating emails, phone numbers and addresses if necessary
- Provided a high volume of support to customers through live chat and email
- Scored in the top 10% of employees in successful resolution of issues
- Developed a reputation as an efficient service provider with high levels of accuracy
- Streamlined the payments processing procedure, increasing overall system speed by 15%
- Answered product questions with up-to-date knowledge of sales and store promotions.
Student Services Representative
Abilene Independent School District
Abilene, TX
07.2020 - 08.2022
- Provided comprehensive academic support, advice and guidance to students covering academic, social, career, and related issues, making appropriate referrals as needed
- Determined areas of need and developed student workshops and other activities
- Developed interventions related to student academic status and success
- Reported on activities and outcomes; assisting with report-writing, and data collection
- Monitored student performance and scheduled appointments with guardians as needed
- Maintained student records and assisted with program assessment and evaluation activities
- Keep parents or guardians updated via email chat or a support app used for communication.
Patient Care Assistant
Touching Hearts at Home
Abilene, TX
12.2017 - 06.2020
- Performed new patient registration; updated registration and insurance information
- Prepared and submitted billing data and medical claims to insurance companies
- Collected and reviewed referrals and pre-authorizations
- Responded to telephone inquiries from all callers, following established protocols for prescription request and messaging
- Managed medical records and documents, inputted information into internal database, retrieved and relayed information to practitioners
- Maintained and monitored the status of patient records and medical history, including internal databases
- Facilitated communication between patients and doctors offices, combining patience and determination to troubleshoot patient issues.
Education
High School Diploma -
Cooper High School
Abilene, TXHigh School Diploma - Radiology
Austin Community College
Austin, TX08-2026
Skills
- Handling Escalations
- Compliance
- Scheduling
- Account Management
- Issue and Complaint Resolution
- Call Monitoring
- Workflow Management
- Technical Support
- Relationship Building
- Team Building
- CRM Software Record-Keeping
- Data Analysis
- Software Programs/Technology (Zendesk, Teams, MSO)
- Live Chat Engagement
- Payment Processing
- Email Support
- Quality Assurance
- Medical Terminology
- Dental terminology
- Handling Escalations
- Issue & Complaint Resolution
- Compliance & HIPAA Regulations
- Scheduling & Appointment Coordination
- Patient Scheduling (Primary Care & Specialty)
- Dental & Medical Insurance Verification
- Account Management
- Customer Service & Patient Support
- High-Volume Call Management
- Workflow Management
- Data Entry & Record Keeping
- Payment Processing & Co-Pay Collection
- EMR/EHR Systems & Scheduling Software
- Front Desk Operations
- Technical Support & Troubleshooting
- Relationship Building
- Strong Verbal & Written Communication
- Quality Assurance
- Multitasking & Time Management
- Adaptability & Problem-Solving
Education
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Timeline
Front Desk Receptionist
Private Dental Office
02.2025 - 12.2025
Appointment Scheduler
Baylor Scott & White Medical Center
04.2024 - 02.2025
Customer Service Advisor
Ibex
08.2022 - 03.2023
Student Services Representative
Abilene Independent School District
07.2020 - 08.2022
Patient Care Assistant
Touching Hearts at Home
12.2017 - 06.2020
High School Diploma -
Cooper High School
High School Diploma - Radiology
Austin Community College