Brittany Roberts
Lawrenceburg,KY
Summary
Experienced medical administration professional prepared for leadership. Strong focus on team collaboration and achieving results. Skilled in healthcare management, patient care coordination, and operational efficiency. Reliable and adaptable, with a strategic approach to problem-solving and team support.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Care Specialist
Bluegrass Community Action Partnership
04.2025 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Verified accuracy of customer account information and updated when necessary.
- Took ownership of customers issues to follow problems through to resolution.
- Provided customers with detailed information on company products, services and materials.
Referral Coordinator
Baptist Health Medical Group
01.2023 - 02.2025
- Established a proper workflow by setting new standards for scheduling referrals.
- Reduced overall referral process time from 3-5 days to 1-3 days.
- Completed insurance pre-certifications and scheduled all necessary appointments required for completion of referral.
Patient Access Coordinator
Baptist Health Medical Group
03.2021 - 01.2023
- Optimized front office check-in and paperwork processes to decrease check-in times and efficiently complete all paperwork.
- Check in the patient by verifying that all necessary information is completed and accurate.
- Maintained strict adherence to HIPAA regulations while managing confidential patient information throughout various stages of care.
- Contributed to a positive work environment by providing support and assistance to colleagues during peak periods or staff shortages.
Customer Service Representative
Randstad, USA
09.2020 - 03.2021
- Established processes to increase number of calls answered, leading to decreased patient complaints.
- Managed high call volume with professionalism and empathy, ensuring timely resolution of customer concerns.
- Handled sensitive patient information with confidentiality, adhering to HIPAA regulations at all times.
Customer Service Representative
Tops Products
02.2015 - 03.2020
- Increased sales from $500k to $1.5M per year for several self-managed accounts.
- Created new documentation process utilizing Microsoft Excel to provide more detailed information to outside sales representatives and customers.
- Provided technical Support for Tax Forms Helper.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Shift Manger
McDonald's
05.2010 - 02.2015
- Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
- Improved overall team performance by effectively delegating tasks and providing clear instructions.
- Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
- Promoted a positive work environment through open communication and constructive feedback.
- Supervised employees and oversaw quality compliance with company standards for food and services.
Education
Master of Business Administration
Midway University
Midway05.2021
Bachelor of Arts - Management and Supervision
St. Catharine College
St. Catharine, KY07.2013
Skills
- HIPAA compliance
- Office administration
- Scheduling management
- Medical office software
- Strong work ethic
- Insurance eligibility and verification
- Attention to detail
- Medical procedures scheduling
- Effective multitasking
- Critical thinking
- Team leadership
- Professional telephone etiquette
- Team leadership and motivation
Certification
- Evolving Leaders 1, Baptist Health, April 2024
- Sacred Vocations Program, Baptist Health, 2024
- Evolving Leaders 2, Baptist Health, January 2025
Timeline
Customer Care Specialist
Bluegrass Community Action Partnership
04.2025 - Current
Referral Coordinator
Baptist Health Medical Group
01.2023 - 02.2025
Patient Access Coordinator
Baptist Health Medical Group
03.2021 - 01.2023
Customer Service Representative
Randstad, USA
09.2020 - 03.2021
Customer Service Representative
Tops Products
02.2015 - 03.2020
Shift Manger
McDonald's
05.2010 - 02.2015
Master of Business Administration
Midway University
Bachelor of Arts - Management and Supervision
St. Catharine College
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