BRITTANY LILLIE
ALBUQUERQUE
Summary
Dedicated health technician with over 17 years of expertise in patient care and healthcare technology. Proficient in utilizing CPRS and medical terminology to enhance patient outcomes. A visionary in integrating innovative healthcare solutions and fostering collaborative efforts that significantly improve patient satisfaction while effectively supporting healthcare teams. Committed to advancing healthcare delivery through continuous learning and the application of advanced skills, with a strong background in case management poised to make a substantial impact. Demonstrates a proven ability to collaborate with diverse teams and adapt to evolving needs, excelling in client assessment, resource coordination, and crisis intervention.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Case Manager
Giving Home Healthcare
08.2025 - 12.2025
- Developed individualized service plans to meet client needs and goals.
- Coordinated with healthcare providers to ensure comprehensive care for clients.
- Conducted assessments to evaluate client eligibility for services and programs.
- Facilitated communication between clients, families, and multidisciplinary teams.
- Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
Health Technician
Albuquerque VA Medical Center
09.2015 - 02.2025
- Proficient with CPRS, VISTA, Bed Board, CISS‑OHRS, Outlook, Excel, and Word processing
- Member of DEMPS (disaster relief) and DECON programs
- Conduct telehealth/video appointments and secure messaging for timely patient communication
- Strong one‑on‑one patient support and collaboration with providers
- Accurate documentation, charting, and data entry; familiar with web‑based data collection tools
- Perform assessments and monitor vital signs (BP, pulse); report abnormalities promptly
- Administer accuchecks/blood glucose testing, vaccines, EKGs, blood draws, and bladder scans
- Skilled in catheterization, Foley removal, bladder irrigations, and cleansing enemas
- Change sterile dressings and assist with wound care for pressure ulcers and surgical sites
- Assist with procedures including lumbar punctures, pap smears, colposcopies, biopsies, and endometrial biopsies
- Assist with patient transfers, ambulation, transport to surgery, and activities of daily living
- Maintain accurate patient records of condition, progress, medications, allergies, and history
- Perform clerical duties: answering phones, filing, scheduling support, and training/troubleshooting staff on systems
- Care for patients with complex diagnoses (respiratory failure, diabetes, Parkinson's, muscular dystrophy)
Surgical Technician
Presbyterian Healthcare Services
02.2011 - 10.2015
- Assisted surgical teams in preparing and maintaining sterile environments during procedures.
- Managed surgical instruments and equipment for optimal functionality and readiness.
- Assisted surgical teams by preparing operating rooms and organizing supplies efficiently.
- Operated and maintained surgical instruments, ensuring optimal functionality and readiness for procedures.
- Assisted in emergency situations when necessary, promptly responding with appropriate actions under pressure.
- Expedited turnover times between surgeries through proficient cleaning and restocking of operating rooms.
- Assisted surgeons with complex cases, utilizing strong knowledge of various surgical techniques.
Customer Service Representative
DIRECTV
07.2010 - 02.2011
- Provided outstanding phone support for account holders with questions about their cable television, telephone and high- speed internet services.
- Deliver world class customer service and build customer satisfaction and loyalty.
- Provide effective and timely resolution of a range of customer inquiries.
- Strive for one-call resolution of customer issues.
- Complete ongoing training to stay abreast of product, service and policy changes.
- Strike a positive and cooperative tone with both customers and coworkers.
- Demonstrate best judgment in the disbursement of adjustments and credits.
- Increase the customer experience by providing information on new products, rate plans, and services through up selling opportunities.
Customer Relations Specialist
Rich Ford
02.2008 - 07.2010
- Worked in a Call center environment answering phones, sending quotes, checking Inventory, doing credit checks, making ads for the newspaper, doing service calls, and also taking escalating customer complaints.
- My achievements were learning to be highly proficient in working Microsoft excel, word, and outlook as we used these programs frequently.
- Also, always having one of the top sales on my team!Managed client records and refined CRM protocols, boosting client retention with precise data analysis and adaptive problem resolution.
- Coordinated team efforts to streamline service delivery, achieving faster issue resolution and improved customer satisfaction.
- Developed referral programs and mentored new hires, leveraging cross-functional skills to foster proactive customer engagement.
- Engineered workflow enhancements and introduced data-tracking tools, leading to measurable improvements in client relations.
- Implemented systematic follow-ups and process audits, reducing response times and strengthening overall quality assurance.
- Managed customer feedback to refine service protocols and resolve escalations; achieved top sales using data-driven CRM methods that boosted client trust.
Education
Bachelor's Degree - Forensic Psychology
Grand Canyon University
Albuquerque, NM11-2025
Skills
- Patient Care
- Medical Terminology
- Case management tracking
- Home visits and inspections
- Social work
- Vital Signs
- CPRS
- Microsoft Office
- Documentation
- Case planning
Certification
- CPCT- Patient Care Technician
Timeline
Case Manager
Giving Home Healthcare
08.2025 - 12.2025
Health Technician
Albuquerque VA Medical Center
09.2015 - 02.2025
Surgical Technician
Presbyterian Healthcare Services
02.2011 - 10.2015
Customer Service Representative
DIRECTV
07.2010 - 02.2011
Customer Relations Specialist
Rich Ford
02.2008 - 07.2010
Bachelor's Degree - Forensic Psychology
Grand Canyon University