Brittany Hearns
Southfield,Michigan
Summary
Experienced in managing multi-site call centers, streamlining processes, and setting service benchmarks. Focused and professional individual with strong attention to detail, consistently praised by peers for ability to contribute towards achievement of team goals. Dedicated Customer Service professional with extensive knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
9
9
years of professional experience
Work History
Collections Representative
Unitedhealth Care
08.2022 - Current
- Responsible for collecting payment on delinquent accounts involving Medicare advantage plans and PDP plans
- Exceeded performance metrics related to call time, quality, and customer satisfaction
- Documented detailed notes on each call regarding customer interactions and follow-up actions taken
- Referred unresolved customer grievances to designated departments for further investigation
- Followed established procedures during calls with customers
- Performed outbound calls to follow up on customer inquiries and account statuses
- Handled escalated calls professionally by listening carefully to the needs of each individual customer before offering appropriate solutions.
- Helped in other departments/ projects including the following: credit on accounts, correcting enrollment forms, updated Late enrollment fees.
- Processed payments and contracts on accounts.
- Handled high volume outbound and inbound calls daily with goal of collecting owed debt.
- Handled highly sensitive information responsibly while maintaining strict confidentiality standards.
- Collaborating with other team members to help answer questions
Scheduling Assistant
Neuro-Pain Consultants
07.2021 - 08.2022
- Adhered to established policies and procedures related to scheduling requests
- High volume call center on average of 60 plus calls daily
- Scheduled new and return appointments in electronic systems
- Protected security of medical records to maintain patient confidentiality
- Collaborated with physicians, nurses, and other healthcare professionals to coordinate patient care
- Scheduled and confirmed patient diagnostic appointments, surgeries, and medical consultations
- Transmitted correspondence and medical records by mail, email, and fax.
- Increased customer satisfaction with consistent follow-up calls to confirm appointments and address concerns promptly.
- Maintained positive client relationships through prompt communications and effective conflict resolution strategies.
Radiology Scheduler
Henry Ford Health System
01.2018 - 07.2021
- Scheduling Mammograms and Bone density test
- Working on Epic System, along with two other radiology programs
- Reading patients' reports to ensure they are being scheduled correctly
- Scheduling includes: checking Patient demographics, Updating insurance if needed as well as verifying all insurance, creating HAR, and getting prices for self-pay patients
- Worked with coworkers to complete tasks
- Provided efficient and courteous service to customers at all times
- Collaborated with departmental leaders to establish organizational goals, strategic plans, and objectives
- Responded quickly to meet customer needs and resolve problems
- Demonstrated ability to manage multiple tasks while remaining adaptable and flexible
- Acted as a trainer to ensure that new workers could navigate systems.
- Promoted a culture of continuous improvement within the scheduling department by actively participating in team meetings and offering
constructive feedback on current processes. - Demonstrated leadership skills by assisting with training and sitting in on interviews.
- Kept track of old policies and updates in work manual
Food Service Worker
Henry Ford Health System
01.2016 - 01.2018
- Verified food was served at the correct temperature to reduce risks
- Transported food orders from kitchen to proper patient rooms
- Deep cleaned and re-arranged kitchen to make it more open and workable
- Maintained inventory and store visual presentation to meet customer needs
- Performed opening and closing procedures, such as counting cash register, restocking, and cleaning.
Education
No Degree - Graphic Design/ Liberal Arts Studies
Oakland Community College
Farmington Hills, MIBachelor Of Arts (B.A.) In Graphic And Web Design - Web Design
Southern New Hampshire University
Remote10.2026
High School Diploma -
Redford Union High School
05.2012
Skills
- Data Entry
- Multi-Line Phone Systems
- Credit and Collections
- Goals and Performance
- Updating Customer Accounts
- Collections
- Proficiency in Microsoft
- Team Collaboration
- Goal-Oriented
- Team Player
- Call center experience
- Active listening abilities
- New Hire Training
- Conflict resolution techniques
Timeline
Collections Representative
Unitedhealth Care
08.2022 - Current
Scheduling Assistant
Neuro-Pain Consultants
07.2021 - 08.2022
Radiology Scheduler
Henry Ford Health System
01.2018 - 07.2021
Food Service Worker
Henry Ford Health System
01.2016 - 01.2018
No Degree - Graphic Design/ Liberal Arts Studies
Oakland Community College
Bachelor Of Arts (B.A.) In Graphic And Web Design - Web Design
Southern New Hampshire University
High School Diploma -
Redford Union High School
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