Brianna Robinson
Rowlett,TX
Summary
Detail-oriented customer service professional with expertise in managing inbound and outbound calls while ensuring HIPAA compliance. Proficient in data entry and mentoring new staff, contributing to team efficiency and high-quality service.
Overview
11
11
years of professional experience
Work History
Referral Specialist II
Centene
Remote
05.2021 - 06.2026
- Conducted outbound calls to providers to gather critical information for case management.
- Directed cases to pre-authorization nurses for additional assessment.
- Ensured HIPAA compliance while handling patient information securely.
- Entered and maintained authorization data in Trucare system to ensure accuracy and accessibility.
- Provided training and mentorship to new staff members upon management's assignment.
- Facilitated mentorship for medical management employees to develop their skills and enhance team capabilities. to medical management employees through mentorship and training initiatives.
Behavior Technician
Centria Healthcare
Dallas, Texas
05.2017 - 05.2021
- Implemented behavioral skill acquisition and behavior reduction protocols to support client progress.
- Facilitated parent and caregiver training aligned with individualized treatment plans to enhance support strategies.
- Collected and summarized data on observable client behavior to inform treatment adjustments.
- Communicated effectively with parents and caregivers regarding client progress.
- Ensured timely completion of documentation per established Centria procedures.
Chat Support Representative
Sitel
Remote
05.2015 - 05.2017
- Responded to customer inquiries via online chat, ensuring timely and effective support.
- Engaged customers in conversations to identify needs and provide effective solutions.
- Monitored customer issues to determine optimal resolution paths, enhancing customer satisfaction.
- Analyzed CRM reports to identify problems and recommend improvements for service quality.
Education
Associate of Science -
Dallas College
Dallas, TX02-2028
Skills
- Referral processing
- Claims processing
- Lead generation
- Inbound and outbound calls
- Data entry and customer service
- Medical coding
- CRM proficiency
- Microsoft Office applications
Timeline
Referral Specialist II
Centene
05.2021 - 06.2026
Behavior Technician
Centria Healthcare
05.2017 - 05.2021
Chat Support Representative
Sitel
05.2015 - 05.2017
Associate of Science -
Dallas College