Brittany Jackson - HR Assistant / Client Support Specialist - Aston Carter

Summary

Detail-oriented healthcare claims and customer support professional with expertise in medical and disability claims, benefits administration, and issue resolution. Delivers clear communication and efficiently researches complex inquiries while ensuring compliance with HIPAA regulations. Experienced in utilizing Microsoft Outlook, Word, Excel, SharePoint, and CRM platforms to enhance workflow and support customer-focused outcomes.

Overview

1

year of post-secondary education

12

years of professional experience

Work History

HR Assistant / Client Support Specialist

Aston Carter

07.2021 - Current

Manage complex FMLA, ADAAA, short-term disability, and long-term disability cases, maintaining complete documentation and coordinating follow-up throughout the case lifecycle.
Resolve employee benefits and leave-related inquiries by researching case information, reviewing documentation, and coordinating with internal teams and external vendors to provide accurate answers and timely next steps.
Translated complex policies, eligibility requirements, and case procedures into clear explanations, aiding employees in understanding their responsibilities and required documentation for return-to-work.
Researched and resolved escalated cases by identifying discrepancies, gathering relevant information, and coordinating with departments and vendors to achieve timely resolutions.
Maintain detailed and accurate case documentation in HRIS and vendor systems, supporting continuity of service and efficient case follow-up.
Prepared operational reports with Microsoft Excel and SharePoint, organizing workforce information to provide accurate data for informed management decisions.
Monitored employee attendance records to ensure compliance with company policies and identify patterns., productivity, and performance metrics for remote call center operations, helping identify service and performance trends.
Led remote call center agents by providing guidance on procedures and customer interactions.
Handle sensitive employee and benefits information with discretion while maintaining confidentiality and compliance with established privacy requirements.

Claims Processor/ Medical & Disability Claims

Foundever

05.2017 - 07.2021

Researched and processed medical and disability claims by reviewing claim information, supporting documentation, and applicable records, ensuring accurate determinations and timely resolutions.
Investigated claim discrepancies and status inquiries, identifying missing or conflicting information.
Explained claim and benefit information in clear, customer-friendly language, enabling members to understand claim status, documentation requirements, benefits, and account concerns.
Documented claim research, customer interactions, actions taken, and resolution details according to established procedures, maintaining complete records for ongoing case management.
Protect confidential health and claim information while handling sensitive customer interactions in accordance with HIPAA and privacy requirements.

Billing Clerk / Data Entry Specialist

Alorica

05.2014 - 05.2017

Researched customer accounts and billing discrepancies, identifying issues and delivering accurate information for timely resolutions.
Resolve customer questions regarding billing, payments, account information, and discrepancies through clear and professional communication.
Research customer accounts and billing discrepancies to identify issues and provide accurate information and appropriate resolution.
Documented customer interactions and account activity, ensuring reliable records for future service and follow-up.
Performed high-volume data entry with a focus on accuracy and confidentiality of customer records.

Education

Master of Science -

Southern New Hampshire University

Hooksett, NH

02.2020 - 05.2021

Skills

Detail-oriented healthcare claims and customer support professional with expertise in medical and disability claims, benefits administration, and issue resolution Delivers clear communication and efficiently researches complex inquiries while ensuring compliance with HIPAA regulations Experienced in utilizing Microsoft Outlook, Word, Excel, SharePoint, and CRM platforms to enhance workflow and support customer-focused outcomes

Timeline