Brittany Ortiz
San Antonio
Summary
Detail-oriented Quality Assurance and documentation review professional with experience auditing case files, verifying report completeness, and ensuring compliance with structured guidelines. Skilled in identifying discrepancies, drafting clear clarification requests, and maintaining accurate electronic records within case management systems. Experienced in regulated environments requiring confidentiality, analytical reasoning, and process adherence. Seeking to contribute precision and accountability as a Medical Quality Assurance Specialist supporting Veteran Affairs Services.
Overview
3
3
years of professional experience
2017
2017
years of post-secondary education
Work History
Customer Service Representative
Alorica
San Antonio
09.2024 - Current
- Conduct structured reviews of case documentation to ensure completeness, clarity, and compliance with company standards.
- Identify missing or inconsistent information and draft concise clarification requests to appropriate departments.
- Maintain detailed case notes within Salesforce and internal case management systems.
- Escalate complex cases requiring additional investigation or documentation review.
- Safeguard sensitive personal and financial information in accordance with privacy standards.
- Handled high-volume calls, efficiently resolving customer concerns while maintaining a positive and professional demeanor.
Receptionist
Pup Town Spaw LLC
San Antonio
04.2023 - 12.2023
- Greeted and assisted clients, ensuring a welcoming atmosphere that enhanced customer satisfaction and loyalty.
- Managed incoming phone calls and messages, facilitating effective communication between clients and staff.
- Scheduled appointments and coordinated services, optimizing the workflow and improving operational efficiency.
Insurance Claims Representative
Acorn Insurance Group
San Antonio
09.2022 - 04.2023
- Performed detailed audits of claim documentation to verify policy compliance and report accuracy.
- Analyzed supporting documentation to confirm eligibility and completeness prior to claim approval.
- Identified discrepancies and requested additional documentation when necessary.
- Maintained accurate electronic records in accordance with regulatory and company guidelines.
- Applied analytical reasoning to determine appropriate claim outcomes and next steps.
Education
Burbank Highschool
San Antonio , TEXASSkills
- Case documentation review
- Compliance verification
- Clarification request drafting
- Salesforce management
- Workflow optimization
- Account updating
Technical Skills
Salesforce
Microsoft Teams
LogRocket
Fiserv PartnerCare
CashEdge
LexisNexis
WebCSR
CEDAR
Microsoft Excel
Microsoft Word
Core Competencies
Documentation Review & Auditing
Report Accuracy & Completeness Verification
Claims & Case Analysis
Regulatory & Policy Compliance
Discrepancy Identification
Written Clarification Requests
Analytical Reasoning
Case Management Systems
Confidential Records Handling
Microsoft Office Suite
Timeline
Customer Service Representative
Alorica
09.2024 - Current
Receptionist
Pup Town Spaw LLC
04.2023 - 12.2023
Insurance Claims Representative
Acorn Insurance Group
09.2022 - 04.2023
Burbank Highschool