Brittany Fortune
Bowling Green,VA
Summary
Experienced customer service expert with extensive industry knowledge in healthcare, banking, and financial industries. Proven track record in delivering exceptional client experiences through email, inbound/outbound calls, and other communication channels. Skilled at resolving escalated complaints and collaborating with cross-functional teams to advocate for customer needs. Demonstrated success in case resolution and creating engaging content, identifying reputational risks, addressing concerns, and driving customer satisfaction. Prioritizes accuracy through thorough research, customer empathy, and a focus on overall customer experience. Highly organized and dependable, excels at managing multiple priorities with a positive attitude. Proactively takes on added responsibilities to meet team goals and open to relocation opportunities.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Acquirer Coordinator
Capital One
11.2022 - Current
- Delivered exceptional customer experiences by connecting on a human level, owning issue resolution, and advocating for both customers and the bank
- Mastered multiple systems and resources to support customer needs, consistently achieving 97% accuracy in adhering to policies and regulation.
- Actively participated in continuous learning, promptly implementing feedback from call quality monitoring
- Collaborated with team members to share best practices, fostering a customer-centric culture and driving overall team performance.
- Maintained high-level knowledge of bank policies, procedures, and regulations to ensure compliance in all transactions.
- Addressed customer inquiries, requests and complaints with courtesy and professionalism.
- Resolved complex complaints to ensure customer satisfaction by utilizing resources.
- Managed high volumes of daily calls while maintaining a professional demeanor under pressure.
- Assisted customers with navigating bank systems, completing transactions and opening or closing accounts.
- Served as a role model for professionalism, integrity, and dedication within the mentorship program Agent and Allies.
- Monitored mentee performance consistently, offered constructive feedback on mentee progress.
- Tracked and reported mentee performance identifying areas of improvement and adjusting mentorship approaches accordingly.
- Coordinated with other departments to expedite customer requests, demonstrating excellent teamwork skills that contributed to overall branch success.
Collections Team Lead | Client Service Specialist
Patient First
12.2016 - 07.2022
- Processed complex claims in adherence to payer requirements across multiple insurance providers
- Prepared and submitted claims into electronic billing systems, maintaining 99% accuracy
- Remediated 200+ front-end claim rejections monthly through review and payer authentication
- Spearheaded cross-training initiatives, maintaining up-to-date procedural manuals for knowledge transfer
- Assisted in creating new database tracking system to audit reports daily to ensure each collector is performing their duties correctly and consistently.
- Managed risks and mitigated potential issues through proactive planning, monitoring, and timely decision making.
- Assisted in recruitment to build team of top performers, provided training and individual assignments to meet department needs.
- Evaluated staff performance and provided coaching to address inefficiencies and taking disciplinary action as needed.
- Documented and emailed clear performance metrics for each team member individually which helped in tracking progress towards set targets effectively.
- Managed high-volume inbound/outbound calls, achieving 95% customer satisfaction ratings
- Resolved billing discrepancies and insurance inquiries within stringent turnaround times
- Established new industrial client accounts, managing changes, and reporting drug screen results
- Exceeded quality assurance metrics and ensured accurate handling of electronic medical records.
- Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
Revenue Cycle Coordinator
Pathways
07.2021 - 03.2022
- This position was a second job working full-time in revenue operations.
- Streamlined billing processes by remediating 200+ front-end claim rejections monthly.
- Maintained strict adherence to regulatory guidelines by staying informed on changes in healthcare legislation affecting revenue cycle operations.
- Managed complete lifecycle of medical authorizations and billing issues, ensuring timely resolution
- Entered claims data into electronic billing systems with 100% accuracy, submitting files before deadlines
- Identified and rectified front-end claim rejections through meticulous review of payer requirements
- Collaborated with Revenue Cycle Management team to analyze billing discrepancies and deliver service.
- Enhanced data accuracy in financial reporting by closely monitoring revenue cycle metrics and flagging discrepancies.
- Completed financial reporting and analysis for billing revenue cycle.
Medical Assistant/Lab Assistant
Patient First
12.2016 - 01.2018
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Directed over 80 patients daily to exam rooms, fielded questions, and prepared for physician examinations.
- Obtained and documented patient medical history, vital signs and current complaints at intake.
- Performed electronic medical records management, including filing, organizing and scanning documents.
- Enhanced clinic efficiency by assisting physicians with routine procedures and diagnostic tests.
- Performed phlebotomy tasks efficiently while ensuring minimal discomfort for patients during blood collection procedures.
- Aided in accurate diagnoses by performing laboratory tests and preparing specimens for analysis.
- Ensured compliance with all facility policies and HIPPA regulations.
- Performed EKGs and other diagnostic tests, contributing to accurate and timely diagnoses.
Education
Polysomnography Technician Diploma -
Washington Metro Sleep Institution
Arlington, Va05.2014
Medical Assistant Diploma -
Everest College
Arlington, Va08.2010
High School Diploma -
Caroline High School
Milford, Va06.2008
Skills
- Account Management
- Client Relationship Management
- Digital Tools Google Workspace
- Relationship Building
- MS Office
- Staff Management
Certification
CPR Certification, 2022
Timeline
Acquirer Coordinator
Capital One
11.2022 - Current
Revenue Cycle Coordinator
Pathways
07.2021 - 03.2022
Medical Assistant/Lab Assistant
Patient First
12.2016 - 01.2018
Collections Team Lead | Client Service Specialist
Patient First
12.2016 - 07.2022
CPR Certification, 2022
Polysomnography Technician Diploma -
Washington Metro Sleep Institution
Medical Assistant Diploma -
Everest College
High School Diploma -
Caroline High School
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