Brittany Spada
Ridley Park,PA
Summary
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Medical Call Center Specialist
Main Line Health
10.2022 - Current
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Responded to customer calls and emails to answer questions about products and services.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Verified insurance eligibility and coverage for patients.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Entered patient demographic and insurance data into electronic medical record system.
- Handled customer service inquiries in person, via telephone and through email.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Notified manager of incidents and potential incidents relating to patients and staff for swift action.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
- Frequently double-checked patient histories and current information while scheduling follow-ups and other appointments.
Patient Service Representative
Main Line Health
03.2022 - 10.2022
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Verified insurance eligibility and coverage for patients.
- Entered patient demographic and insurance data into electronic medical record system.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Managed patient registration process, confirming data accuracy and completeness.
- Built and maintained positive working relationships with patients and staff.
- Took copayments and compiled daily financial records.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Used EPIC to schedule appointments.
- Handled customer service inquiries in person, via telephone and through email.
- Answered incoming calls, scheduled appointments and filed medical records.
- Verified patient insurance eligibility and entered patient information into system.
- Provided excellent customer service to patients and medical staff.
- Greeted and assisted patients with check-in procedures.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Followed document protocols to safeguard confidentiality of patient records.
- Facilitated communication between patients and various departments and staff.
- Delivered support to medical staff in completion of patient paperwork.
- Compiled and maintained patient medical records to keep information complete and up-to-date.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Insurance referral specialist.
Bartender/Server
Spadas Cafe
02.2013 - 08.2016
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Cultivated warm relationships with regular customers.
- Maintained clean and organized dining areas to uphold restaurant hygiene standards.
- Resolved customer complaints promptly and professionally to maintain positive reputation.
- Checked guests' identification before serving alcoholic beverages.
- Monitored patrons for alcohol intake to appropriate levels and took measures to curtail inappropriate behavior.
Teacher's Assistant
The Right Track Preschool & Child Care
03.2015 - 07.2016
- Kept classrooms clean, neat, and properly sanitized for student health and classroom efficiency.
- Handed out classroom materials, like pencils, paper, and crayons.
- Oversaw students in classroom and common areas to monitor, enforce rules, and support lead teacher.
- Graded assignments and reported individual progress to teacher.
Education
High School Diploma -
PA Cyber
Crum Lynne, PA06.2014
Skills
- Sales Expertise
- Customer Retention Strategies
- Quality Assurance Optimization
- Resolving Issues
- Logging Call Information
- System Documentation
- Call Center Operations
- Customer Communication
- Understanding Customer Needs
- Quality Control
- Customer Data Confidentiality
- Medical Office Experience
- Providing Customer Support
- Documentation
- Training and Development
- EPIC Expertise
- Multi-Line Telephone Systems
- Patient Registration
- Insurance Verification
- HIPAA Compliance
- Specialty Care
- Issue and Complaint Resolution
- Call Transfers
- Document Filing
- Microsoft Office
- Policy and Procedure Adherence
- Office Organization
- Cisco Jabber
- Verbal and Written Communication
- Office Equipment Operation
- EPIC EMR
- Medical Terminology
- Curriculum Development
- Online-Based Education
- Data Entry
- Pulse Oximetry
- Office Supplies and Inventory
- Social Media Updating
- Computers and Technology
Certification
- Epic Training
- Computer Based Training -Main Line Health Care
Timeline
Medical Call Center Specialist
Main Line Health
10.2022 - Current
Patient Service Representative
Main Line Health
03.2022 - 10.2022
Teacher's Assistant
The Right Track Preschool & Child Care
03.2015 - 07.2016
Bartender/Server
Spadas Cafe
02.2013 - 08.2016
High School Diploma -
PA Cyber
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