BRITTANY HOLLOWAY, MBA - HCM, CPPN
Homewood,AL
Summary
Experienced with health care leadership and operational management. Utilizes strong organizational skills to optimize workflow and improve team efficiency. Track record of fostering collaborative work environment to achieve collective goals.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Member Success Supervisor
Pack Health A Quest Diagnostics
10.2021 - Current
- Developed and managed the monthly customer-centric calibration reports.
- Collaborated with our quality assurance team to develop a data tracking form in the telehealth software Gong.
- Created effective ways to divide large workloads to increase revenue potential with different vendors.
- Calmly worked through escalated events to ensure patients received a resolution.
- Successfully developed and implemented standard operating procedures.
- Mentored and trained team members to consistently meet or exceed departmental key performance indicators (KPIs).
- Improved departmental revenue growth through the creation of positive and engaging team initiatives.
- Managed the team incentive budget by developing a yearly budget plan in Excel.
- Conducted quality assurance checks on team members' daily tasks to ensure regulatory requirements were met and minimized errors.
- Managed interviews and mock calls with potential candidates for the member success role.
Member Success Representative
Pack Health A Quest Diagnostics Company
11.2020 - 10.2021
- Managed customer inquiries and resolved issues promptly to enhance satisfaction.
- Developed product knowledge to provide accurate information and recommendations.
- Collaborated with team members to improve service delivery efficiency and effectiveness.
- Trained new representatives on company policies and operational procedures.
- Created an adverse event reporting standard operation of procedures (SOP) for the team to decrease the number of missed reports.
- Recognized as a top performer in patient enrollments.
Education
MBA - Health Care Management
Salem University
Salem, West Virginia12.2019
Bachelor of Science - Public Health
University of Alabama in Birmingham
Birmingham, AL04.2016
Skills
- Strategic planning expertise
- Revenue Growth Strategy
- Training & Leadership
- Business Development
- Quality Management
- Customer Service
- Client acquisition strategies
- CRM Software Proficiency
- Genesys Cloud CX
- Microsoft Office 365
- Enterprise BI ( Data Analytics)
Certification
- Certification in Leadership Development (AIDT) November 2021
- Certified Professional Patient Navigator (CPPN) November 2024
Timeline
Member Success Supervisor
Pack Health A Quest Diagnostics
10.2021 - Current
Member Success Representative
Pack Health A Quest Diagnostics Company
11.2020 - 10.2021
MBA - Health Care Management
Salem University
Bachelor of Science - Public Health
University of Alabama in Birmingham
Training
- Mental First Aid Training
- HIPAA Compliance Training
- Mckinsey leadership Training
- Momentum Leadership Training
- NBHWC Training