Brittany Hearns
Southfield,Michigan
Summary
Focused professional with experience in multi-site call center management, process simplifications, and service benchmarks. Frequently praised as detail-oriented by peers, I can be relied upon to help your team achieve its goals. Qualified Member Services Representative with many years in fast-paced customer service and call center environments. Personable and professional under pressure.
Overview
9
9
years of professional experience
Work History
Member Service Representative
Blue Cross and Blue Shield of Massachusetts
Hingham, Massachusetts
11.2024 - Current
- Answering member questions about referrals and prior authorizations.
- Examining claims, processing, and reprocessing incorrect claims.
- Answered incoming calls regarding membership benefits and services.
- Maintained accurate records of member interactions and transactions.
- Handled customer complaints efficiently and courteously.
- Conducted research into medical terminology related to healthcare claims processing activities.
Collections Representative
Unitedhealth Care
Duluth, USA
08.2022 - 11.2024
- 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.
- 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.
- Negotiated repayment plans with delinquent customers to collect overdue payments.
Scheduling Assistant
Neuro-Pain Consultants
Bloomfield Hills, USA
07.2021 - 08.2022
- Adhered to established policies and procedures related to scheduling requests
- 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
Radiology Scheduler
Henry Ford Health System
West Bloomfield, USA
01.2018 - 07.2021
- 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
Food Service Worker
Henry Ford Health System
West Bloomfield, USA
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
Bachelor Of Arts (B.A.) - Graphic And Web Design
Southern New Hampshire University
Manchester, NH, US10-2026
High School Diploma -
Redford Union High School
Redford05.2012
Some College (No Degree) - Graphic Design
Oakland Community College
MichiganSkills
- Data Entry
- Multi-Line Phone Systems
- Credit and Collections
- Goals and Performance
- Updating Customer Accounts
- Member correspondence
- Call center experience
- Issue resolution
- Complaint handling
Timeline
Member Service Representative
Blue Cross and Blue Shield of Massachusetts
11.2024 - Current
Collections Representative
Unitedhealth Care
08.2022 - 11.2024
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
Bachelor Of Arts (B.A.) - Graphic And Web Design
Southern New Hampshire University
High School Diploma -
Redford Union High School
Some College (No Degree) - Graphic Design
Oakland Community College
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