Brittany Marshall
Sacramento,CA
Summary
Hardworking customer service representative bringing 9 years of expertise in microbiology, chemistry and hematology testing needs. Skilled multitasker with excellent communication and problem-solving skills. Proven history of maintaining equipment and lab areas in alignment with regulatory guidelines.
Overview
11
11
years of professional experience
Work History
Mail Handler
USPS, United States Postal Service
10.2022 - Current
- Leveraged database to confirm validity of prescriptions, patient data and drug side effects.
- Liaised with pharmacist to measure and prepare medication doses and packaging and label prescriptions.
- Refilled medications, offered insight into over-the-counter products and verified insurance benefits.
- Established or maintained medications and other patient profiles.
- Communicated effectively with doctors and insurance agencies to resolve prescription cost discrepancies.
- Cleaned and maintained equipment or work areas according to prescribed methods.
- Prepacked bulk medicines, filled bottles with prescribed medications and typed and affixed labels.
- Maintained proper storage and security conditions for drugs.
- Answered telephones to respond to questions or requests.
- Transmitted claims to insurance companies for payment and reconciled EOBs.
- Entered prescription information into computer databases.
- Received written prescriptions and refill requests from patients, evaluating information for completeness and accuracy before filling.
- Operated cash registers to accept payments from customers.
- Maintained pharmacological practices by checking drug inventory, stocking medications and monitoring supplies.
- Received and verified daily incoming drug invenJessicas, reported discrepancies and logged items into inventory system.
- Monitored supply inventory and promptly submitted replenishment orders to prevent shortages.
- Teamed with peers, technicians and pharmacists to prioritize and complete orders.
- Promoted supplement and nutritional products to maximize sales and customer wellness.
- Transferred medication from vials to sterile, disposable syringes using aseptic techniques.
- Improved inventory management procedures to reduce overhead, backorders and overstock.
- Created new customer profiles and updated demographics, allergies and new medications in pharmacy computer systems.
- Interpreted and processed medication orders under supervision of pharmacist.
- Assisted pharmacist with clearing high volume of prescriptions and responded to customer questions.
- Assisted customers by answering questions, locating items or referring to pharmacist for medication information.
- Inspected medication storage locations to monitor drug expiration dates and supply adequate inventory.
- Received written prescription or refill requests, verifying information for completeness and accuracy.
- Flagged potential side effects and allergies to prescribed medications for patients.
- Checked medications for content, accuracy and completeness of drug packaging and labeling.
- Received and stored incoming supplies and informed supervisors of stock needs and shortages.
- Prepared prescription transfers to other pharmacies.
- Greeted customers and answered questions regarding personal medications or over-the-counter pharmacy products.
- Ordered, labeled and counted stock of medications and entered inventory data into computer.
- Prepared and processed medical insurance claim forms and records.
- Safeguarded confidential information through diligent adherence to security protocols while handling sensitive documents or packages.
- Conducted regular inventory checks for shipping supplies, replenishing stock when necessary to prevent delays in workflow.
- Minimized errors in mail distribution, carefully examining labels and barcodes to ensure accurate routing.
- Supported facility operations by performing routine maintenance tasks on equipment, ensuring optimal functionality at all times.
- Prioritized time-sensitive materials by recognizing urgent markings or deadlines, ensuring prompt delivery without compromising quality standards.
Customer Service Representative
Health Net
11.2021 - 06.2022
- Coordinated with investigators and law enforcement agencies to obtain information or evidence used in hearings.
- Conducted in-depth research in order to write effective proposals, agreements and contracts.
- Interpreted laws, rulings and regulations for individuals and businesses.
- Prepared legal briefs and appeals and filed with state and federal courts as required.
- Maintained loyal client base by establishing trusting alliances and fair billing practices.
- Implemented hands-on, play-based strategies for experiential learning.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
- Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
PSE Clerk
United Postal Service
09.2018 - 12.2020
- Computed charges for medication or equipment dispensed to hospital patients and entered data into computer.
- Checked medications for content, accuracy and completeness of drug packaging and labeling.
- Interpreted and processed medication orders under supervision of pharmacist.
- Answered telephones to respond to questions or requests.
- Cleaned and maintained equipment or work areas according to prescribed methods.
- Leveraged database to confirm validity of prescriptions, patient data and drug side effects.
- Ordered, labeled and counted stock of medications and entered inventory data into computer.
- Verified prescriptions and drug labels, documents and packages.
- Refilled medications, offered insight into over-the-counter products and verified insurance benefits.
- Assisted customers by answering questions, locating items or referring to pharmacist for medication information.
- Inspected medication storage locations to monitor drug expiration dates and supply adequate inventory.
- Received and stored incoming supplies and informed supervisors of stock needs and shortages.
- Prepared prescription transfers to other pharmacies.
- Flagged potential side effects and allergies to prescribed medications for patients.
- Monitored supply inventory and promptly submitted replenishment orders to prevent shortages.
- Greeted customers and answered questions regarding personal medications or over-the-counter pharmacy products.
- Communicated effectively with doctors and insurance agencies to resolve prescription cost discrepancies.
- Improved inventory management procedures to reduce overhead, backorders and overstock.
- Maintained proper storage and security conditions for drugs.
- Entered prescription information into computer databases.
- Operated cash registers to accept payments from customers.
- Maintained pharmacological practices by checking drug inventory, stocking medications and monitoring supplies.
- Received written prescription or refill requests, verifying information for completeness and accuracy.
- Prepacked bulk medicines, filled bottles with prescribed medications and typed and affixed labels.
- Created new customer profiles and updated demographics, allergies and new medications in pharmacy computer systems.
- Liaised with pharmacist to measure and prepare medication doses and packaging and label prescriptions.
- Promoted supplement and nutritional products to maximize sales and customer wellness.
- Received written prescriptions and refill requests from patients, evaluating information for completeness and accuracy before filling.
- Transmitted claims to insurance companies for payment and reconciled EOBs.
- Received and verified daily incoming drug invenJessicas, reported discrepancies and logged items into inventory system.
- Assisted pharmacist with clearing high volume of prescriptions and responded to customer questions.
- Prepared and processed medical insurance claim forms and records.
- Established or maintained medications and other patient profiles.
- Teamed with peers, technicians and pharmacists to prioritize and complete orders.
- Assisted customers with special services requests such as certified mail or insurance claims, fostering trust in the USPS brand.
- Boosted revenue by upselling additional postal products and services when appropriate during customer interactions.
- Demonstrated adaptability when rotating between various tasks such as window clerk duties, bulk mail processing, or collection route coverage as needed.
- Ensured smooth operations through regular maintenance checks on postal equipment, reporting malfunctions promptly for quick resolution.
- Optimized time management skills while working under tight deadlines for daily dispatches of outgoing mail.
PSE Clerk
United Postal Service
04.2016 - 03.2017
- Verified patients' insurance and payment methods during admissions or check-in processes.
- Collaborated with clinical and administrative staff to meet patient needs.
- Organized timely and accurate referrals to help patients obtain health care services and access available resources.
- Documented patient counters in hospital system and initiated follow-up actions.
- Documented and managed patient information in computer system.
- Scheduled and confirmed patient appointments with patients and healthcare professionals.
- Utilized technology and specialized software to maximize productivity.
- Referred patients to appropriate professionals and services.
- Obtained proper authorization and identification to release confidential medical records.
- Reported liabilities and risk management concerns to supervisor for review.
- Accessed programs and set up correct payment strategies based on patient means and needs.
- Verified documentation methodically to avoid critical errors impacting care delivery and payments for services.
- Completed registration procedures for patients, expertly inputting information to meet provider, facility and legal requirements.
- Received patient inquiries or complaints and directed to appropriate medical staff members.
- Initiated application processes to add patients to assistance programs at bedside and followed through until completion.
- Obtained insurance verification and authorization to submit financial clearance of patient accounts.
- Coordinated with patients and healthcare professionals to meet patient needs.
- Scheduled patient appointments over phone and in person, maximizing productivity.
- Provided helpful assistance by anticipating and responding to needs of patients and family members.
- Compiled information from patients and caregivers or family members to identify care concerns.
- Registered patients by verifying records to update computer system and patient charts.
- Cultivated positive relationships with patients to help facility meet satisfaction scores and patients obtain best possible care.
- Counselled patients on potential financial liabilities and payment requirements.
- Obtained informed consent and payment documentation from patients and filed in system.
- Answered patient questions and fielded complaints to resolve issues.
- Ran credit card batches and balanced deposits on daily basis.
- Scheduled patient appointments and procedures.
- Supported hospital and clinic operations using customer service skills and detailed system knowledge.
- Instructed patients on policies and required actions for different types of appointments and procedures.
- Explained policies, procedures and services to patients.
- Stayed current on community-based resources and services useful to patients.
- Accessed patient information through various software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
- Screened patients for eligibility for state, local and federal assistance programs.
- Scanned completed forms, identification and insurance cards, maintaining patient documents folder.
- Drafted educational brochures and informative newsletters for patients and staff.
- Assisted customers with special services requests such as certified mail or insurance claims, fostering trust in the USPS brand.
- Boosted revenue by upselling additional postal products and services when appropriate during customer interactions.
- Optimized time management skills while working under tight deadlines for daily dispatches of outgoing mail.
- Demonstrated adaptability when rotating between various tasks such as window clerk duties, bulk mail processing, or collection route coverage as needed.
- Strengthened team communication by collaborating closely with coworkers to identify bottlenecks and resolve operational issues promptly.
- Performed data entry tasks with high accuracy levels to ensure proper documentation of all incoming/outgoing parcels within the system.
Technical Support Representative
AT&T
03.2015 - 01.2016
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Contributed ideas during team meetings that led to process improvements and increased efficiencies within the department.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Responded promptly to emergency after-hours support calls, ensuring minimal downtime for customers experiencing critical issues.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Worked closely with product development teams to report bugs and suggest enhancements based on customer feedback received during support interactions.
Customer Service Representative
Sears
09.2013 - 11.2014
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
- Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
Education
Some College (No Degree) - Pharmacy Technology
Remington College
Mobile, United States09.2013
High School Diploma -
Laguna Creek High School
Elk Grove, CA05.2008
Skills
- Office Manager, Leadership, and administration
- All of Microsoft Office 2007 and up etc, word, excel, suite, powerpoint
- Accounting Skills
- Medical Terminology
- Medical Coding
- Healthcare
- Pharmaceutical Industry
- Costumer Service experiencing, satisfaction
- Data Entry
- Sales
- Medical Billing and Coding
- Insurance billing, prior authorizations
- Budgeting
- Leadership
- Great Teamwork
- Customer Satisfaction
- Continuously Improvement
- Weekly Team Meetings
- Data Entry
- Public Speaking
- Problem Solving
- Time Management
- Completed Sheets to End the day of work
- Medical Record for Doctor's for next work day
- Filling and preparing Doctor's folders for next day
- Auditing
- Business Planning for Next Day
- Continuous Improvement
- Financial Reporting
- Scheduling
- Answering Calls and Sending to Correct Individual
- Invoices
- Professional Public Relations
- Highly Driven
Timeline
Mail Handler
USPS, United States Postal Service
10.2022 - Current
Customer Service Representative
Health Net
11.2021 - 06.2022
PSE Clerk
United Postal Service
09.2018 - 12.2020
PSE Clerk
United Postal Service
04.2016 - 03.2017
Technical Support Representative
AT&T
03.2015 - 01.2016
Customer Service Representative
Sears
09.2013 - 11.2014
Some College (No Degree) - Pharmacy Technology
Remington College
High School Diploma -
Laguna Creek High School
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