Brithany Hernandez
Bonita Springs,FL
Summary
Customer service representative committed to ensuring customer satisfaction by providing exceptional service and unmatched support with extensive experience in Health Industry. Motivated to maintain customer satisfaction and contribute to company success. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Accenture
06.2022 - Current
- Manage high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Utilize data analysis techniques to identify trends and areas for improvement within the department's operations related to Medicaid administration.
- Achieve high customer satisfaction scores through consistent delivery of prompt, courteous, and knowledgeable assistance.
- Train new employees on company procedures and best practices for handling Medicaid-related tasks efficiently and accurately.
- Play a key role in achieving departmental performance goals through diligent work ethic and commitment to excellence.
- Communicate effectively with team members and other departments to ensure coordinated customer service.
- Assist customers with billing and payments, including handling refund requests, facilitating payments and answering billing questions.
Scheduling Manager
Brightstar Care
09.2021 - 03.2022
- Oversaw and assisted in the non skilled and skilled nursing scheduling department.
- Main contact for determining staff matching between caregiver and clients, managed schedules to ensure punctuality of staff.
- Verified system information for accuracy and integrity, filled in gaps by conducting research and reaching out to customers.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Provided higher standard quality of care and assisted with JCAHO accreditation for the company.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Applied excellent problem-solving, process development, and strategic implementation skills to lead and support all areas of operations.
Administrative Assistant to Vice President
Brightstar Care
09.2019 - 09.2021
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Confirmed caregiver schedules on a weekly basis to ensure staff punctuality.
- Built and maintained excellent customer relationships through timely response to inquiries and making sure to accommodate requests.
- Maintained patient databases and updated information in alignment with HIPAA protocols.
- Contributed to a welcoming atmosphere by greeting patients warmly upon arrival and assisting them throughout their visit.
- Maintained weekly patient charting compliance audits for Director of Nursing.
Sales Associate
Sally Beauty
08.2018 - 04.2019
- Helped customers locate products and checked store system fr merchandise at other sites
- Engaged with customers to build rapport and loyalty
- Organized racks and shelves to maintain g store visual appeal, engage customers and promote specific merchandise
- Trained and developed new hires in company processes, product knowledge, customer service and selling techniques
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations
- Accurately processed POS transactions, returning coins, currency, payment cards and receipts to customers.
Education
Bachelor of Science - Hospitality Administration and Management
Florida Southwestern State College
Naples, FL07.2026
Certification - Practical Nursing
Lorenzo Walker Technical College
Naples, FL05.2018
High School Diploma -
Lorenzo Walker Technical High School
Naples, FL05.2018
Skills
- Critical Thinking
- Call center experience
- Healthcare Industry Knowledge
- Expertise in subject matter
- Strong analytical skills
- Application processing
- Effective communication skills
Certification
- Microsoft Office (Word, Excel, PowerPoint)
- Struthers Parkinson's Training
- BLS and AED Training
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Service Representative
Accenture
06.2022 - Current
Scheduling Manager
Brightstar Care
09.2021 - 03.2022
Administrative Assistant to Vice President
Brightstar Care
09.2019 - 09.2021
Sales Associate
Sally Beauty
08.2018 - 04.2019
Bachelor of Science - Hospitality Administration and Management
Florida Southwestern State College
Certification - Practical Nursing
Lorenzo Walker Technical College
High School Diploma -
Lorenzo Walker Technical High School
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