Brittany Gray
Las Vegas,NV
Summary
Passionate and dedicated Medical Customer Service professional with 5+ years of experience in providing exceptional service and support to patients, healthcare providers, and insurance companies. Skilled in handling a variety of inquiries, resolving issues promptly, and ensuring patient satisfaction. Strong background in medical terminology and some knowledge of insurance processes. Proven ability to multitask, prioritize workload effectively, and work collaboratively with healthcare teams to deliver high-quality patient care. Adept at maintaining confidentiality, maintaining accuracy in documentation, and upholding compliance with healthcare regulations. Seeking to leverage my expertise and customer service skills to contribute to a reputable healthcare organization.
Overview
17
17
years of professional experience
Work History
Technical Representative
Quest Diagnostics
06.2017 - Current
- Demonstrated strong communication skills in handling inquiries received by telephone, fax, or email regarding reporting of patient results, inquiries of tests and services, concerns of service failures and other duties to provide superior service.
- Report laboratory results to clients and patients using established protocols
- Contact the client to resolve routine matters related to patient testing and result reporting
- Provide education and guidance to clients about Quest Diagnostics lab processes
- Lead by example in demonstrating "gold standards" behavior.
- Skilled in QLS, ADT, Five9, and Salesforce systems.
- Managed accounts for technical support, addressing customer inquiries and concerns in a timely manner.
- Cultivated strong relationships with clients through regular communication and follow-up to ensure satisfaction and address any concerns promptly
- Implemented client feedback to improve services and offerings, resulting in increased client retention and loyalty
- Collaborated with cross-functional teams to streamline processes and enhance the overall customer experience
- Followed strict laboratory protocols and safety procedures to ensure accurate and reliable test results
- Maintained accurate records of test results and communicated findings to physicians and healthcare providers for patient care
Customer Service Representative
Princess Cruises
12.2008 - 09.2009
- Managed inbound and outbound customer calls in a fast-paced call center environment, addressing inquiries, providing information, and resolving issues efficiently and professionally.
- Utilized multiple communication channels including phone, email, and live chat to assist customers with product information, troubleshooting, and order processing, resulting in a high level of customer satisfaction.
- Demonstrated strong problem-solving skills by identifying and resolving customer concerns with empathy and patience, leading to a significant decrease in escalated calls and increased customer retention rates.
- Consistently met and exceeded performance metrics, including call handling time, first call resolution, and customer satisfaction scores, while maintaining a positive attitude and adherence to company policies and procedures.
Dispatcher
Presidential Limousine
08.2007 - 06.2008
- Coordinated and scheduled limousine pick-ups and drop-offs, ensuring timely and efficient service for clients
- Communicated with chauffeurs to provide necessary directions, updates, and instructions for each trip
- Managed reservations and bookings through specialized software, maintaining accurate records to ensure smooth operations
- Handled customer inquiries and concerns professionally, working to address and resolve issues in a timely manner
- Collaborated with team members to ensure a seamless and high-quality experience for clients from start to finish
Education
Certification - Pharmacy Technician
Florida Gulf Coast University
Fort Myers, FL11.2012
Skills
Call Center Operations
Problem Solving Skills
Communication Skills
Medical Terminology
Customer Service
QLS System
ADT System
Salesforce System
Microsoft Excel, Word & Powerpoint
Timeline
Technical Representative
Quest Diagnostics
06.2017 - Current
Customer Service Representative
Princess Cruises
12.2008 - 09.2009
Dispatcher
Presidential Limousine
08.2007 - 06.2008
Certification - Pharmacy Technician
Florida Gulf Coast University
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