Brittany Thomas
Forney
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
11
11
years of professional experience
Work History
Patient Advocate
CareCentrix
11.2022 - Current
- Place outbound calls and take inbound calls to patients who were recently discharged from the hospital from major surgeries/procedures
- Assist patients with scheduling follow-up appointments or find a new doctor to have a follow-up appointment
- Provide community resources patients may need while recovering at home
- Connect patients with our Registered Nurses, Social Workers, and Dietitians to assist with further needs
- Meet/exceed weekly metrics requirements
Live Chat Specialist
Scorpion Internet Marketing
01.2019 - 10.2022
- Provide customer service for multiple clients the company represented via chat
- Submitted inquiries for customers regarding current or new services
- Handled high volume incoming chat communicating with up to four customers/potential customers at a time
- Exceeded quality and metrics that are expected per month
Customer Care Representative
Conifer Health Solutions
08.2017 - 01.2019
- Assisted hospital patients with billing issues, insurance issues, and payments
- Collaborated with health insurance companies to resolve incorrect EOBs, refunds, and patient billing issues
- Worked with attorneys with billing request, reduction request, and any work needed to be done one patients account
- Collected payments via inbound and outbound calls
- Implemented effective follow-up strategies to ensure prompt payment from insurance companies and patients
- Negotiated payment plans with patients who were unable to pay their full balance upfront
Customer Service Specialist
Experian
06.2014 - 08.2017
- Provided quality customer service to consumers regarding their credit
- Assisted consumers with questions or concerns regarding their credit report
- Enrolled customers in the credit monitoring membership subscriptions, and educated them on the membership
- Reviewed consumers credit reports, and assisted with any fraudulent or inaccurate information
- Met daily adherence, customer service, and quality standards
- Effectively handled irate or upset customers by remaining calm under pressure and actively listening to their concerns before offering appropriate solutions
Education
Associate's degree - Applied Science
El Centro College
Dallas, TX05.2015
High school diploma - High School
West Mesquite High School
Mesquite, TX06.2010
Skills
- Teamwork
- Computer skills
- Live Chat
- Conflict management
- Empathy
- Problem management
- Data entry
- Typing
- Customer Service
- Communication
- Salesforce
- Microsoft Office
- HIPAA
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Patient Advocate
CareCentrix
11.2022 - Current
Live Chat Specialist
Scorpion Internet Marketing
01.2019 - 10.2022
Customer Care Representative
Conifer Health Solutions
08.2017 - 01.2019
Customer Service Specialist
Experian
06.2014 - 08.2017
Associate's degree - Applied Science
El Centro College
High school diploma - High School
West Mesquite High School
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