Britini Duda
Cambridge,OH
Summary
Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Aetna, a CVS Health Company
05.2023 - Current
- Handled numerous claims in a high-demand call center environment.
- Examined processed claims to identify errors on denials.
- Redirected claims to pertinent departments for further processing.
- Regularly met established performance standards.
- Provided training for new employees through shadowing activities.
- Managed Availity message workflows.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Customer Service Representative
TTEC - Remote
10.2022 - 04.2023
- Call center representative for OptumRx
- Managed call inquiries with precision and professionalism.
- Insurance verification
- Processing prescription orders
- Developed positive relationships with customers through friendly interactions.
- Provided exceptional customer service to ensure customer satisfaction.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Therapeutic Program Worker
State of Ohio Appalachian Behavioral Healthcare/Group Homes
Cambridge, OH
08.2020 - 09.2022
- Ensured safe treatment for patients diagnosed with psychiatric conditions.
- Charting/Documentation
- Developed effective coping strategies for patients.
- Managed incoming phone inquiries.
- Guaranteed ample staffing across facility.
- Operational oversight of copy and fax machines.
- Working with clients that have a history of trauma
- Maintained cleanliness standards.
- Guided clients to appropriate resources.
- Supported clients with managing their medications.
- Updated client medication records.
- Reached out to pharmacy when needed.
- Delivered crisis intervention services to individuals in distress.
Mental Health Technician/Unit Clerk
CAMBRIDGE BEHAVIORAL HOSPITAL
Cambridge, OH
08.2019 - 03.2020
- Provided safe environment for individuals with psychiatric conditions.
- Charting
- Developed effective coping strategies.
- Handled incoming calls with efficiency.
- Ensured adequate staffing for the facility.
- Supervised visitors entering the facility according to established security protocols.
- Established trusting relationships with clients by demonstrating empathy and understanding towards them.
- Documented observations, interventions and concerns in patient charts and electronic systems, sustaining continuum of care from admission through to discharge.
Registrar
Coshocton Regional Medical Center
Coshocton, OH
11.2018 - 02.2019
- Registering patients in ED and outpatient
- Processing insurance verifications.
- Coordinated admission process for patients.
- Directed incoming phone calls within the hospital efficiently.
- Executed precise ICD10 data entry.
- Reviewed and confirmed the appropriateness of provider orders.
- Optimized customer interaction processes.
- Reviewed documentation prior to entry into the system for accuracy.
- Registered patients for diagnostic appointments, surgeries and medical consultations using electronic health record system.
Therapeutic Program Worker
Cambridge Developmental Center
Cambridge, OH
11.2017 - 02.2018
- Delivered and upheld exceptional client safety protocols.
- Safeguard sensitive information at all times.
- Handled incoming calls efficiently.
- Performed routine maintenance and sanitation.
- Handled electronic and physical chart documentation.
- Accompanied clients on recreational outings.
- Facilitated mental health support by creating personalized coping plans.
Education
Certificate of Practical Nursing - Nursing
Hocking College
Nelsonville, OH01.2016
Diploma - General
Alexander High School
Albany, OH06-2014
Skills
- Documentation
- Insurance Eligibility Verification
- Intake Experience
- Organizational skills
- Medical terminology
- Call Center Communication Skills
- Customer service
- Data entry
- Claims review
- Availity Messages
- Critical thinking
- Skilled in Microsoft Office Applications
- Provider contracts
Certification
CDCA
Personal Information
Work Permit: Authorized to work in the US for any employer
Accomplishments
- Bonge Bomb Squad
- Incentive Bonuses
Timeline
Customer Service Representative
Aetna, a CVS Health Company
05.2023 - Current
Customer Service Representative
TTEC - Remote
10.2022 - 04.2023
Therapeutic Program Worker
State of Ohio Appalachian Behavioral Healthcare/Group Homes
08.2020 - 09.2022
Mental Health Technician/Unit Clerk
CAMBRIDGE BEHAVIORAL HOSPITAL
08.2019 - 03.2020
Registrar
Coshocton Regional Medical Center
11.2018 - 02.2019
Therapeutic Program Worker
Cambridge Developmental Center
11.2017 - 02.2018
Certificate of Practical Nursing - Nursing
Hocking College
Diploma - General
Alexander High School
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