Brittany Casseus
Orlando,FL
Summary
Over 7 years of experience in retail and health care industry. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with patients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and provided quality overall patient experience
Overview
10
10
years of professional experience
Work History
Patient Care Advocate
Alliance Rx Walgreens Prime Specialty Pharmacy
07.2020 - Current
- Enhanced patient satisfaction by addressing concerns and providing clear communication on treatment plans.
- Streamlined administrative processes for improved efficiency in handling patient records and appointments.
- Collaborated with healthcare team members to develop individualized care plans, ensuring optimal patient outcomes.
- Reduced patient wait times by efficiently managing schedules and coordinating with medical staff.
- Maintained strict confidentiality of patient information, adhering to HIPAA guidelines at all times.
- Managed effective communication between patients and providers by serving as a liaison for questions or concerns.
- Responded to patient concerns and questions with compassionate and knowledgeable service.
- Entered details into computer systems and managed database of information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Member Service Representative
OptumRx
06.2014 - 03.2020
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
- Contributed to branch sales goals by effectively cross-selling credit union products and services.
- Processed account transactions accurately, ensuring proper documentation and timely processing.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Built rapport with members by engaging in genuine conversations and demonstrating a commitment to their financial wellbeing.
- Collaborated with team members to ensure seamless operations during peak hours or staff shortages.
- Promoted a positive work environment by fostering open communication between colleagues and supervisors.
- Supported the onboarding process for new members, explaining benefits and assisting with paperwork completion.
- Served as a mentor for new hires sharing best practices contributing towards increased productivity among team members.
- Consistently met or exceeded performance metrics through proactive management of workload and effective prioritization.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Resolved customer issues through thorough dispute investigation.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Education
High School Diploma -
DR PHILLIPS HIGH SCHOOL
Orlando, FL06.2008
Skills
Excellent verbal and written communication skills
Active listening and empathy in customer interactions
Strong problem solving and conflict resolution abilities
Initiative-taking and adept at time management in a remote setting
Meeting goals, accepting feedback, and making necessary improvements
Adaptability to changing customer demands and expectations
Remote work setup- high speed, reliable internet connection
Dedicated home office space with a quiet environment for focused work
Efficient in prioritizing and managing multiple responsibilities
Working efficiently and timely in a demanding environment
Timeline
Patient Care Advocate
Alliance Rx Walgreens Prime Specialty Pharmacy
07.2020 - Current
Member Service Representative
OptumRx
06.2014 - 03.2020
High School Diploma -
DR PHILLIPS HIGH SCHOOL
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