Brittany Trunnell
Dallas,TX
Summary
Healthcare Customer Success professional with experience managing behavioral health client relationships, supporting revenue cycle management (RCM) workflows, and coordinating cross-functional solutions to complex operational challenges. Skilled in customer retention, churn prevention, account management, and relationship building, with experience supporting at-risk accounts and driving client satisfaction. Proficient in Salesforce, Gainsight CRM, Jira, and Confluence, with strengths in client training, issue resolution, workflow documentation, insurance operations, and stakeholder communication. Experienced in partnering with billing, clinical, IT, and product teams to resolve client issues, improve operational efficiency, strengthen customer relationships, and support long-term account retention. Seeking a remote Customer Success Manager opportunity within technology, SaaS, IT services, or other B2B software organizations.
Overview
7
7
years of professional experience
Work History
Billing Customer Success Manager – Behavioral Health
ReThink First
02.2025 - Current
- Manage up to 70 high-risk accounts, prioritizing client concerns, identifying potential retention risks, coordinating appropriate escalations, and supporting account stabilization.
- Contributed to client retention initiatives, preventing over 50 potential cancellations through proactive communication, issue management, and dedicated client support.
- Manage a portfolio of 100+ healthcare client accounts, supporting ongoing client relationships, service delivery, account needs, and operational follow-through.
- Serve as a primary point of contact for client questions and operational concerns, coordinating with billing, revenue cycle management, implementation, and other internal stakeholders to drive issue resolution.
- Translate complex healthcare billing and insurance workflows into clear, actionable guidance that helps clients understand processes, resolve challenges, and use services effectively.
- Contribute to nearly 100 client implementations and go-lives, partnering with internal teams to coordinate readiness, address implementation challenges, and support successful transitions into ongoing operations.
- Coordinated cross-functional follow-through to ensure commitments were addressed.
- Identified recurring client concerns, implementation challenges, and service delivery gaps; escalated issues to appropriate teams, enhancing continuous improvement efforts.
- Balanced competing client priorities across a large portfolio, maintaining responsive communication and professional relationships to ensure consistent service delivery.
Insurance Verification, Authorization & Medical Administration Specialist
One Medical/Kids Care Home Health
04.2023 - 01.2025
- Managed insurance verification and authorization workflows, ensuring accurate patient information and timely processing aligned with payer requirements and organizational procedures.
- Investigated insurance denials, identified documentation gaps and appeal opportunities, and coordinated appeal submissions per payer guidelines, resulting in enhanced reimbursement resolution.
- Maintained accurate electronic medical records, appointment information, authorization details, and billing documentation to support operational efficiency, information integrity, and compliance.
- Coordinated issue resolution across multiple stakeholders, communicating relevant information accurately and ensuring timely follow-up on outstanding items.
Assistant Director of Clinical Operations
XYZ ABA
04.2020 - 01.2023
- Managed day-to-day clinical and administrative operations, coordinating cross-functional stakeholders to resolve service issues, maintain operational continuity, and support organizational objectives.
- Developed and implemented reporting processes for startup, enhancing visibility into operational performance and delivering insights for CEO to inform business decisions and identify improvement opportunities.
- Led operational projects and process improvement initiatives to streamline workflows, strengthen service delivery, and improve consistency across administrative and clinical operations.
- Acted as a key liaison among providers, internal teams, and insurance payers, managing escalated billing and documentation issues through investigation, stakeholder coordination, and resolution.
- Coordinated provider onboarding, training, and credentialing to ensure implementation readiness, clarify operational expectations, and uphold compliance with payer requirements.
- Monitored operational metrics, billing workflows, and documentation quality to identify discrepancies, rectify process gaps, and ensure compliance with applicable requirements.
- Coordinated medical necessity documentation, claim submission, follow-up, and reconciliation, partnering with relevant stakeholders to address reimbursement issues and support timely access to services.
- Partnered directly with the CEO on operational priorities and administrative initiatives, including streamlining expense reporting and communicating workflow improvements to support greater efficiency and informed decision-making.
Education
Bachelor of Human Science -
Texas Tech University
05-2027
Graduate -
Wylie High School
06-2015
Skills
- Revenue cycle management
- Client relationship management
- Client retention
- Healthcare operations
- Cross-functional coordination
- Process improvement
- Customer onboarding
- EMR Systems
- CRM systems
- Technical proficiency
- Data analysis
- Revenue growth
- Product development
Personal Information
Title: CUSTOMER SUCCESS MANAGER | HEALTHCARE TECHNOLOGY | CLIENT RELATIONSHIPS
Timeline
Billing Customer Success Manager – Behavioral Health
ReThink First
02.2025 - Current
Insurance Verification, Authorization & Medical Administration Specialist
One Medical/Kids Care Home Health
04.2023 - 01.2025
Assistant Director of Clinical Operations
XYZ ABA
04.2020 - 01.2023
Bachelor of Human Science -
Texas Tech University
Graduate -
Wylie High School