Britney Andrews
Philadelphia,PA
Summary
Honest, trustworthy, and highly motivated individual seeking a position in customer service where I can showcase my 11+ years of people-oriented experience, management, dispatch, health care facility training, communication skills, scheduling, problem analysis and problem-solving abilities. Ideally, I'm interested in adding to a company where I can maximize my customer service experience in a challenging environment to achieve corporate goals.
Overview
12
12
years of professional experience
Work History
Patient Service Associate
Penn Medicine: University Of Pennsylvania Health System
Philadelphia, PA
11.2019 - Current
- Monitoring of registration functions
- Insurance verification, patient safety and compliance, revenue collections, resource referrals, and customer service
- Ability to handle conflict in a fast pace and high volume
- Skilled in EPIC systems
- One on one client sensitivity training
- The processing of daily cash deposits, analyzes denials, converts liability self-pay accounts to commercial insurance, and supports with discharge coordination
- Resolve issues within the department in the absence of the supervisor
- Facilitated communication between patients and various departments and staff.
- Followed document protocols to safeguard confidentiality of patient records.
- Assistance in onboarding and training
Call Team Specialist & Collections Agent
Quench
10.2018 - 11.2019
- Answering and making calls to clients to address all needs, concerns and updates regarding Quench water account
- Engaging in active listening with customers confirming or clarifying information and diffusing angry clients as needed
- Utilizing software, databases, scripts, and tools appropriately
- Responding efficiently and accurately to callers explaining possible solutions and ensuring that clients feel supported and valued
- Learning about new products and services at Quench in order to ensure the customer has the best service options available
- Identifying accounts with overdue payments and keeping records of the amount owed and the length of the delinquency
- Locating debtors and contacting them via phone or mail to address their overdue payments and determine the reason for the outstanding debt
- Contacting customers to inform on delinquency, encourage on-time payments and set up payment plans that can facilitate good relationships
- Processing customer payments, account adjustments and customer refunds where appropriate
- Reviewing records for accuracy and handling disputes to make sure that account information is entered and maintained appropriately
Telecommunications Specialist
Tri State Technology Professionals
03.2013 - 09.2018
- Resolve customer complaints via phone email mail or social media
- Use telephone to reach out to customers to verify account information
- Greet customers warmly and ascertain problem or reason for calling
- Cancel or upgrade accounts
- Assist with placement of orders, refunds, or exchanges
- Advise on company information
- Take payment information and other pertinent information such as addresses and numbers
- Place or cancel orders
- Answer questions about warranties or terms of sale
- Act as company gate keeper
- Suggest solutions when a product malfunction
- Handle product recalls
- Attempt to persuade customer to reconsider cancellation
- Inform customer of deals and promotions
- Sell products and services
- Utilize computer technology and high-volume calls
- Work with customer service manager to ensure proper customer service is being delivered
- Close out or open call records
- Compile reports
- Read from scripts
- Handle changes on policies or renewals
Education
High School Diploma -
Samuel Fels
Philadelphia06.2011
Skills
- All Microsoft programs
- Skilled in EPIC systems
- Typing speed up to 60 WPM
- Excellent time management and dispatch skill
- ability to effectively conduct internet research
- Detail oriented
- Effective multitasker
- Excellent communication and organizational skills
- Able to follow written instructions
- Excellent interpersonal skills
- Able to work independently as well as in a group
- Strong leadership skills
- Punctual
- Honest and trustworthy
- Creative problem solver / quick learner
Timeline
Patient Service Associate
Penn Medicine: University Of Pennsylvania Health System
11.2019 - Current
Call Team Specialist & Collections Agent
Quench
10.2018 - 11.2019
Telecommunications Specialist
Tri State Technology Professionals
03.2013 - 09.2018
High School Diploma -
Samuel Fels