Brittany Dodge
South Lyon,MI
Summary
Knowledgeable trainer with solid background in delivering engaging and effective training programs. Developed and implemented training materials that enhanced employee performance and productivity. Proven ability in remote and on site group facilitation and instructional design.
Overview
15
15
years of professional experience
Work History
Healthcare Insurance Trainer Educator Lead
Automated Benefit Services/Ascension
Troy, MI
10.2023 - Current
- Oversee customer service training initiatives by monitoring 4 person training team of activities and multiple training tracks on a daily basis.
- Facilitate customer service training plans for various business lines focusing on Ascension SmartHealth Plan. Supported training facilitation for Ascension Personalized Care ACA Marketplace Plan, Bronson Employer Plan, Cherokee Insurance Company, Dell Children’s Texas Medicaid Health Plan, and MyMichigan Employer Plan.
- Facilitate Facets system training across all business lines
- Develop and update training curriculum courses in Google Slides and Microsoft for Plan and Facets system training across all business lines.
- Design and evaluate training assessments for Plan and Facets system training across all business lines.
Customer Service Trainer/Educator
Automated Benefit Services/Ascension
Troy, MI
01.2019 - 01.2023
- Chosen by leadership to participate in Facets Boot Camp, assisting in training development for Facets implementation, Release 2. Tasks included learning Facets system components (customer service, claims, providers, billing) to aid training delivery to Ascension SmartHealth users.
- Facilitated customer service training plans for various business lines focusing on Ascension SmartHealth Plan. Supported training facilitation for Ascension Personalized Care ACA Marketplace Plan, Bronson Employer Plan, Cherokee Insurance Company, Dell Children’s Texas Medicaid Health Plan, and MyMichigan Employer Plan.
- Assisted in the successful launch of Dell Children's Health Plan business operations. Responsibilities included aiding in Medicaid Plan and Facets system training. Supported customer service staff with member and provider inquiries post-launch.
- Created and facilitated targeted training sessions and resources to support multiple departments in adopting the Genesys phone system.
- Conducted audits of customer service calls to enhance service quality and performance metrics.
Customer Service Supervisor
Automated Benefit Services/Ascension
Troy, MI
01.2018 - 01.2019
- Collaborated with customer service management team of 4 to oversee supervisory responsibilities for Ascension SmartHealth line of business for 15-20 customer service representatives.
Customer Service Team Lead
Automated Benefit Services/Ascension
Troy, MI
01.2017 - 01.2018
- Collaborated with customer service management to enhance coaching and training initiatives for 15-20 SmartHealth customer service representatives.
Customer Service Representative
Automated Benefit Services/Ascension
Troy, MI
01.2017 - 01.2018
- Executed inbound and outbound call operations for Ascension SmartHealth line of business utilizing Cisco Finesse and Luminx systems.
- Resolved member and provider inquiries with empathy and professionalism.
- Ensured compliance with HIPAA privacy laws during phone queue operations to maintain confidentiality.
Member Benefit Coordinator
Meridian Health Plan
Detroit, MI
01.2014 - 01.2015
Queue Supervisor
Meridian Health Plan
Detroit, MI
01.2012 - 01.2014
Member Services Representative
Meridian Health Plan
Detroit, MI
01.2011 - 01.2012
Education
Associates of Arts Degree - Marketing/Advertising
Macomb Community College
Clinton Township, MI01-2007
Skills
- Leading training sessions utilizing instructional design principles
- Engaging presentation skills
- Overseeing team activities
- Experienced with Microsoft Office
- Experienced with Google Workspace
- Experienced with Zoom platform
Timeline
Healthcare Insurance Trainer Educator Lead
Automated Benefit Services/Ascension
10.2023 - Current
Customer Service Trainer/Educator
Automated Benefit Services/Ascension
01.2019 - 01.2023
Customer Service Supervisor
Automated Benefit Services/Ascension
01.2018 - 01.2019
Customer Service Team Lead
Automated Benefit Services/Ascension
01.2017 - 01.2018
Customer Service Representative
Automated Benefit Services/Ascension
01.2017 - 01.2018
Member Benefit Coordinator
Meridian Health Plan
01.2014 - 01.2015
Queue Supervisor
Meridian Health Plan
01.2012 - 01.2014
Member Services Representative
Meridian Health Plan
01.2011 - 01.2012
Associates of Arts Degree - Marketing/Advertising
Macomb Community College