Brittanie Royston
St. Louis,MO
Summary
Customer service professional with over 10 years in high-volume call centers, specializing in healthcare and telecommunications. Expertise includes de-escalation techniques, payment processing, and management of confidential information. Demonstrated ability to resolve complex inquiries and support vulnerable populations, resulting in improved customer satisfaction and team performance. Detail-oriented in patient documentation, insurance verification, and HIPAA compliance, with a strong commitment to enhancing patient experiences and coordinating effective care solutions.
Overview
16
16
years of professional experience
Work History
Patient Service Representative
AdaptHealth
St Louis, Missouri
01.2026 - 04.2026
- Collaborated with healthcare professionals to assess patient needs and specify equipment requirements, enhancing patient care.
- Ordered parts and supplies, ensuring prompt repair and maintenance of DME units to support patient accessibility.
- Completed paperwork for servicing and repairing medical devices accurately and on time, contributing to operational efficiency.
Customer Service Representative
Elevance Health
01.2025 - 12.2025
- Resolved customer complaints promptly, delivering excellent service and support.
- Enhanced customer satisfaction through knowledgeable and friendly assistance.
- Documented calls and verified information across systems to ensure accuracy and completeness.
- Coordinated patient care and enrolled individuals in health programs, facilitating access to essential services.
Customer Service Representative
CRI/MOHELA
10.2022 - 07.2024
- Managed inbound and outbound calls with student loan borrowers, delivering tailored repayment options that improved borrower understanding.
- Processed loan payments and resolved delinquent accounts, ensuring timely payment while supporting borrowers.
- Achieved performance goals for call quality, compliance, and customer satisfaction, enhancing overall service excellence.
Medical Screener
CSL Plasma
09.2017 - 07.2022
- Screened patients, recorded vitals, and completed health questionnaires to facilitate accurate health assessments.
- Maintained confidentiality and ensured precise documentation of patient information to uphold trust and compliance.
- Supported high-volume clinical environment, delivering patient care with professionalism and effectiveness.
Customer Service Representative
Verizon/Frontier Communications
04.2010 - 09.2017
- Resolved billing issues and processed account corrections, improving customer satisfaction and increasing interest in service bundles.
- Achieved high satisfaction scores and exceeded KPIs, demonstrating strong customer service performance.
- Achieved perfect attendance over four quarters, providing reliable support for team and customers.
Education
Medical Administrative Office -
St. Louis College of Health Careers
St. Louis, MO01-2022
High School Diploma (GED) -
Adult Education
St. Louis, MO01-2014
Skills
- Patient check-in
- Patient documentation
- Medical terminology
- Insurance verification
- Insurance billing
- HIPAA compliance
- Scheduling appointments
- Medical scheduling
- Patient monitoring
- Records management
- Interaction records
- Microsoft Office
- Effective communication
- Records management
Accomplishments
- 20+ years of experience delivering high-quality service in fast-paced call center and healthcare environments.
- Achieved perfect attendance for four consecutive quarters at Verizon/Frontier Communications.
- Supported thousands of customers annually, providing accurate information and resolving inquiries on the first call.
- Recognized for empathy, professionalism, and strong customer rapport across multiple roles.
- Consistently met or exceeded KPIs including call quality, payment accuracy, and customer satisfaction.
Personal Information
Timeline
Patient Service Representative
AdaptHealth
01.2026 - 04.2026
Customer Service Representative
Elevance Health
01.2025 - 12.2025
Customer Service Representative
CRI/MOHELA
10.2022 - 07.2024
Medical Screener
CSL Plasma
09.2017 - 07.2022
Customer Service Representative
Verizon/Frontier Communications
04.2010 - 09.2017
Medical Administrative Office -
St. Louis College of Health Careers
High School Diploma (GED) -
Adult Education