Brianna Reynolds
Killeen
Summary
Experienced customer service advocate skilled in addressing inquiries and resolving issues in healthcare settings. Proficient in managing complex claims processing and ensuring accurate documentation. Demonstrates a consistent ability to promote customer loyalty through knowledgeable support and efficient service delivery.
Overview
4
4
years of professional experience
Work History
Patient Care Assistant
Express Scripts
REMOTE
04.2026 - Current
- Provide support (phone) to resolve customer inquiries, complaints, and technical issues in a timely and professional manner.
- Tricare/Department Of Defense Team
- Track and document all customer interactions and follow up when needed to ensure issue resolution.
- Met or exceeded performance metrics for response time, issue resolution, and customer satisfaction ratings regularly.
- Assisted customers with order placements and modifications.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Provided customer service by answering questions about medications and health products.
- Handled billing and insurance claims for prescription services promptly.
- Performed data entry for patient profiles, billing information and prescription orders into the pharmacy software system.
Customer Service Advocate
Cigna HealthCare
REMOTE
04.2025 - Current
- Verified patient insurance coverage and benefits for medical claims.
- Assisted customers with inquiries about health plans and benefits.
- Resolved issues related to claims processing efficiently.
- Provided guidance on policy coverage and eligibility requirements.
- Documented customer interactions in the company database accurately.
- Educated clients on preventive care and wellness programs available.
- Managed incoming calls from customers in a professional manner.
- Consulted with customers to resolve service and billing issues.
- Conducted follow-ups on pending claims to ensure timely resolution.
Customer Service Representative
Continuum Global Solutions
REMOTE
01.2023 - 04.2025
- Assisted customers with inquiries, issues and complaints via telephone, email and chat.
- Managed high-volume of inbound and outbound customer calls.
- Identified customer needs by asking probing questions and actively listening to responses.
- Maintained strong call control and quickly worked through scripts to address problems.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Managed calendar entries and appointments to ensure timely meetings.
- Scheduled and confirmed appointments.
Education
Some College (No Degree) - Business
Austin Community College
Austin, TX07-2026
High School Diploma -
Bedford High School
Skills
- Insurance Verification
- Appointment Scheduling
- Claims Processing
- Microsoft Office
- Multitasking and Organization
- Customer Service
- Data Entry
- Report Generating
- Work Prioritization
- Insurance claims processing
- Critical Decision-Making
- Time management
- Documentation
- Healthcare operations
Timeline
Patient Care Assistant
Express Scripts
04.2026 - Current
Customer Service Advocate
Cigna HealthCare
04.2025 - Current
Customer Service Representative
Continuum Global Solutions
01.2023 - 04.2025
Some College (No Degree) - Business
Austin Community College
High School Diploma -
Bedford High School