Brittany Howard
Sellersburg,IN
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
15
15
years of professional experience
Work History
Enrollment Representative
Humana
03.2021 - 08.2023
- Reviewed reports and made adjustments, additions, and deletions based on enrollment rules
- Managed daily inventory and Reported inventory daily
- Processed applications from members, enrolled members in company platforms, and transmitted enrollment to center for Medicare and Medicaid services.
- Maintained detailed and accurate records between multiple databases and programs.
- Investigated issues and created solutions for new customers.
- Processed over 50 cases daily
Inbound Contact Center Representative
Humana
12.2018 - 03.2021
- Received over 60 incoming calls daily from pharmacies, providers, & patients to assist with addressing broad, complex enrollment and billing issues
- Entered in Prior Authorizations and Overrides for some medications to provide prescription drug coverage to Medicare beneficiaries
- Addressed customer needs which included complex benefit questions, resolving issues, and educating members
- Recorded details of inquiries, comments or complaints, transactions or interactions and took action in accordance to it
- Escalated unresolved and pending customer grievances.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Processed new medication and refill requests for authorization.
CPU Specialist
Humana
08.2017 - 12.2018
- Resolved Issues with centers for Medicare Services (CMS) cases that cannot be fulfilled electronically
- Created cases sent to CMS to reconcile member's retroactive enrollment/disenrollment in CMS Systems
- Researched inquires from Medicare departments to determine necessary actions to correct member's requests
- Listened and responded to customer requests and forwarded necessary information to superiors.
Intake Specialist
RxCrossroads
01.2017 - 08.2017
- Accurately handled complex customer service requests as the initial point of contact, utilizing multiple administrative systems within the defined service standards
- Managed multiple levels from low to high priority tasks ensuring all deadlines is met
- Reported Adverse Events and Product Complaints when needed
- Received incoming calls from multiple customers such as physicians and patients, and process requests by providing resolution or triage to the appropriate areas
- Provided information to Physicians, Pharmacies, and Patients on product
- Processed applications for assistance with prescription coverage
Customer Service Representative
Teleperformance
04.2016 - 02.2017
- Connected with customers via phone/email/chat/and or social media to resolve their questions or concerns
- Calmly attempted to resolve and de-escalate any issues
- Escalated interactions when necessary
- Responded to requests for assistance and/or possible processing payments
- Tracked all call related information for auditing and reporting purposes
- Provided feedback on call issues
- Assisted with Identity Theft and Debit Card Fraud
Nutrition Assistant
Jefferson County Public Schools
11.2013 - 01.2017
- Served meals to students from Elementary to High School
- Reported Inventory
- Operated Cash Register.
- Maintained food and sanitation standards to prevent food-borne illness and promote health.
- Assisted with preparation and serving of food in line with established nutrition guidelines.
- Monitored food and beverage supplies, assisting with restocking when needed.
Environmental Associate
Norton Healthcare
03.2015 - 03.2016
- Cleaned and disinfected variety of hospital areas, rooms, and restrooms, along with office suites in medical office buildings
- Performed various housekeeping duties to maintain hospital in clean, orderly, and sanitary condition.
- Where patient/family contact was involved, demonstrated knowledge, skills and behavior appropriate to age of patient population served
- Which included children (newborn to 17 yrs), adults, and/ or elderly.
Security Officer
Securitas
10.2012 - 11.2013
- Greeted vendors and visitors at arrival
- Maintained daily log of activity within Loading dock
- Wrote detailed reports on property damage, theft, presence of unauthorized persons and unusual incidences.
- Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
- Acted quickly during emergency situations to reduce opportunity for damage and injury.
- Performed inspections of guests as necessary
- Conducted regular patrols of key areas to spot and control security concerns.
Daycare Teacher
Okolona Child Development Center
06.2008 - 10.2012
- Taught classes, presented lectures, conducted workshops and participated in other activities to further educational program.
- Assisted in preparation of meals and snacks to provide children with proper nutrition.
- Actively encouraged children to develop their communication, problem-solving and social skills.
- Engaged with children on individual basis to build positive relationships and promote learning.
- Sanitized toys and play equipment each day to maintain safety and cleanliness.
- Maintained tidy environment to comply with cleanliness and sanitation standards.
Education
Diploma -
Pleasure Ridge Park High School
Louisville, KY06.2010
Skills
- Customer service
- Microsoft Word
- Microsoft Excel
- Data entry
- Typing
- Insurance Verification
- Enrollment Requirements
- Customer Inquiries
- Active Listening
- Research
- Managing Multiple Tasks
- Call Center Customer Service
Timeline
Enrollment Representative
Humana
03.2021 - 08.2023
Inbound Contact Center Representative
Humana
12.2018 - 03.2021
CPU Specialist
Humana
08.2017 - 12.2018
Intake Specialist
RxCrossroads
01.2017 - 08.2017
Customer Service Representative
Teleperformance
04.2016 - 02.2017
Environmental Associate
Norton Healthcare
03.2015 - 03.2016
Nutrition Assistant
Jefferson County Public Schools
11.2013 - 01.2017
Security Officer
Securitas
10.2012 - 11.2013
Daycare Teacher
Okolona Child Development Center
06.2008 - 10.2012
Diploma -
Pleasure Ridge Park High School
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