Brianna Lockett
Pearl,MS
Summary
Customer Service Professional skilled in team-player approach from point of understanding and active listening. Detail-oriented and highly organized professional with years of experience in data entry and customer service. Proven ability to manage large volumes of data with accuracy and efficiency while delivering exceptional customer service support. Excellent at troubleshooting issues, ensuring client satisfaction, and maintaining data integrity. Ability to multi-task, with emotional intelligence and effective written and verbal communication.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
UnitedHealthcare
01.2022 - 01.2025
- Respond to calls about benefits, eligibility, claims, payments, and plan details.
- Troubleshoot and resolve complex problems with claims, billing, and authorizations.
- Explain health plan features, how to use benefits, and guide them on digital tools.
- Contact doctor's offices to help with appointment scheduling or getting necessary authorizations.
- Use multiple databases to find information and document interactions accurately.
- Assist with accessing medical equipment, understanding forms, and navigating the healthcare journey.
- Strong listening, communication, and problem-solving skills.
- Ability to multitask and navigate computer systems efficiently.
- Compassion and patience when dealing with sensitive health issues.
- Experience in a call center environment is often required
- Provide exceptional service via phone, and email
- Resolve customer inquiries, complaints and issues in a timely manner
- Knowledge of Member/Provider Appeals and Grievances, processes, resolutions, compliance TAT
- Medical claims processing experience
- Maintained detailed records of customer interactions for follow-ups and analysis
- Make calls for referrals, prescriptions orders or payment issues
Data Entry Clerk
Mississippi State Department of Health
01.2019 - 01.2022
- Maintaining manual and computerized files, creating accession records, and generating reports/audits.
- Handling sensitive patient and financial information securely, adhering to HIPAA.
- Answering phones, greeting/registering clients, filing, photocopying, and assisting with mail.
- Supporting health and safety regulations through accurate data collection
- Inputting patient demographics, test requests, ICD-10 codes, and billing info into databases (LIMS, patient databases)
- Checking documents for accuracy, correcting discrepancies, and ensuring data quality.
Customer Service Representative
General Dynamics
01.2015 - 01.2019
- Answered calls about Medicare, health claims, prescription plans; followed detailed scripts; used basic office technology
- Worked in high-volume call center with structured processes and quality monitoring
- Utilized pre-scripted responses which they must be read verbatim to provide basic general and claims specific information.
- Provided knowledgeable responses to telephone inquiries in a courteous and professional manner
Education
Biology
University of Southern Mississippi
01.2016
Skills
- Personal Care Assistant Customer Service Case Management Troubleshooting Investigative Medical Terminology Medical Records Medical Front Office Medical Billing Inbound/Outbound Calls Elderly Data Entry HIPAA Public Health Advanced User of Apple iPad Desktop and Laptop Computer Microsoft Word Microsoft Excel Microsoft PowerPoint Typing
Timeline
Customer Service Representative
UnitedHealthcare
01.2022 - 01.2025
Data Entry Clerk
Mississippi State Department of Health
01.2019 - 01.2022
Customer Service Representative
General Dynamics
01.2015 - 01.2019
Biology
University of Southern Mississippi