Brianna Norwood
Humana
Mendenhall,MS
1
Certification
13
years of professional experience
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Keep records of customer interactions, process customer accounts and file documents. Follow communication procedures, guidelines and policies. Take the extra mile to engage with customers
Skills
Remote communication tools: Utilizing platforms like video conferencing
instant messaging
and project boards.
Empathy: Showing care and understanding during customer calls or chats.
Troubleshooting: Fixing technical or product issues step by step.
Resolution: Successfully solving a customer problem or complaint.
Multitasking: Handling phone calls
emails
and chats at the same time.
Escalation: Passing complex issues to upper support teams when needed
Self-motivation: Working hard and staying on task without a boss in the room
Time management: Managing your schedule and meeting response time goals.
Communication: Writing and speaking clearly with customers and team members.
Independence: Completing daily tasks alone and solving remote work challenges.
CRM (Customer Relationship Management): Software used to track customer data.
Proficiency: Being skilled at using virtual tools like Slack
Zoom
or help desks
Work History
Customer Service Representative
1 Year 5 Months- Assisting members and pharmacy customers with benefits, coverage, and claims questions.
- Documenting customer interactions accurately while managing multiple databases and screens simultaneously.
- Identifying unresolved problems, routing them to the proper department, and educating members on available services.
- Collaborating with interdisciplinary groups, including social workers, physicians, and case managers, to design comprehensive care plans.
- Providing advice and guidance on health maintenance, treatments, and navigation of insurance benefits
Customer Service Advocate
1 Year 4 Months- Handle moderate-severe complexity homeowners and commercial property claims assigned under little supervision.
- Investigate and evaluate onsite to resolve complex coverage and damages issues to include preparing complete estimates of repair for the covered damages.
- Explain coverage of loss, assists policyholders with itemization of damages, emergency repairs and additional living arrangements.
- Works with and may coordinate a number of vendor services such as contractors, emergency repair, cleaning services and various replacement services.
- Identify suspicious losses. Recommend referral to SIU where appropriate and may assist the SIU in their investigation and settling of the claim.
Customer Experience Associate
3 Years 2 Months- Answer high-volume inbound customer calls for Large Pharmaceutical Company Patient Assistance Program.
- Make outbound calls to Patients/Health Care Provides as required to address questions/inquires and completion of required program application/documentation.
- Utilize program training and resources to address/answer patient/HCP program related questions/issues
- Complete required application and/or reorder documentation as required
- Communicate effectively and professionally with patients, teammates, healthcare professionals, and patients at all time
- Consistently meet and attain required Agent Performance Goals/KPIs
- Adherence to Work Schedule and Attendance Policies
- Perform other duties as required
Customer Service Representative (Healthcare)
3 Years 2 Months- Enroll existing client customers in mail order pharmacy.
- Educate client customers on cost saving benefits.
- Ensure our clients’ customers enjoy authentic experiences.
- Prepare complete and accurate work including appropriately notating accounts as required
- Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
- Maintain broad knowledge of client products and/or services
Customer Service Representative
2 Years 4 Months- Patient intake paperwork, setting appointments
- Sending and receiving correspondence, data entry, and maintaining referral files
- Processing insurance claims
- Collecting payments from patients, and resolving any problems that may occur during the payment process.
- Answer incoming phone calls from health care providers (i.e. physician offices, clinics) and identify the type of assistance the provider needs benefit and eligibility, billing and payments, authorizations for treatment, explanation of benefits
- Answers a minimum of 10 calls from patients, resolving moderate to complex issues.
- Schedule and verify appointments in clinical information system.
- Verify and update patient demographic and insurance information.
- Send and receive tasks to Provider offices to assist patient with access to medical care.
- Receive and process; expedite stat and at - risk referrals.
- Contact patients to inform of appointment and referral status.
- Extreme high volume data entry.
- Process and resolve expedited patient complaints.
- Review and processing of medication refills.
- Proactive response to inquiries from patients, Providers, and internal medical personnel.
Education
High school diploma or GED - General Studies
Personal Information
Work Permit: Authorized to work in the US for any employer
Certification
First Aid Certification, CPR Certification
Timeline
Customer Service Representative
Humana
05.2025 - CurrentRead More
Customer Service Advocate
Progressive
04.2022 - 08.2023Read More
Customer Experience Associate
Conduent
02.2019 - 04.2022Read More
Customer Service Representative (Healthcare)
Concentrix
01.2016 - 03.2019Read More
Customer Service Representative
UnitedHealth Group
09.2013 - 01.2016Read More
Mendenhall High School
High school diploma or GED from General Studies
Read More