Brittany Wyatt Palmer
ATLANTA,GA
Summary
Empathetic professional in customer service known for high productivity and efficiency in task completion. Possess over 10 years of specialized skills in billing, patient care, customer service and administrative support. Proven expertise in managing patient interactions, streamlining office operations, and enhancing communication between healthcare providers and patients. Seeking opportunities to leverage extensive skills and knowledge in a dynamic environment that fosters professional growth and contributes to organizational success. Committed to maintaining high service standards while adapting to the evolving needs of the healthcare industry.
Overview
7
7
years of professional experience
Work History
Customer Service Team Lead
WellStar Health System Inc
Remote
07.2026 - Current
- Led customer service team to enhance patient satisfaction and streamline communication processes.
- Developed training materials and conducted workshops to improve staff performance and service quality.
- Monitored team performance metrics and provided feedback for continuous improvement initiatives.
- Established best practices for handling difficult customer interactions, fostering a supportive environment.
- Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
- Boosted morale within the team by organizing engaging team-building activities and encouraging open communication among peers.
- Conducted regular performance evaluations, setting clear expectations and providing constructive feedback to support professional growth.
- Monitored team metrics, identifying opportunities for improvement and implementing targeted coaching plans.
- Implemented quality assurance measures to monitor calls and identify areas for improvement within the team''s performance.
- Managed timekeeping processes to ensure accurate payroll and compliance with labor regulations.
- Conducted regular audits of time records, identifying errors and implementing corrective actions.
- Collaborated with HR to resolve payroll issues, ensuring timely employee compensation.
Billing Customer Service Representative
WellStar Health System Inc
08.2024 - 07.2026
- Managed Inbound calls for patients addressing concerns related to billing accounts
- Emphasize exceptional customer service skills, as well managing high-call volume
- Promotes superior experience by addressing patients concerns, demonstrating empathy, and resolving patients accounts
- Assisted patients with account resolution by Investigating and resolving patient’s inquiries and complaints
- Educate patients about billing, payment processing and support policies and procedures
- Cash management, collecting deductibles, copays and outstanding account balances
- Taking patients messages and directing to correct personnel to assist with resolving patients concerns
- Consistently meet and exceed performance metrics, including average handle time and customer satisfaction
- Train on boarding team members by developing, and coaching them for their new role.
- Processed billing adjustments and payment plans for patient accounts.
Front Office Specialist
WellStar Medical Group
09.2023 - 08.2024
- Greeting patients and registering for check in and checkout
- Implement efficient scheduling for patients follow up visits
- Ensuring patient insurance eligibility
- Cash management, collecting deductibles, copays and accounts balances
- Collaborated with clinical staff and providers using a team approach.
- Emphasize exceptional customer service skills, as well managing high-traffic front desk environments
- Charge Entry and finalizing estimate
Patient Access Specialist Imaging Department
WellStar Douglas Hospital
11.2022 - 09.2023
- Greet patient with exceptional customer service
- Interview patient to obtain complete and accurate demographic, insurance, and financial information
- Verify insurance benefits and coverage for outpatient imaging
- Collect balances and copays for patient accounts
- Analyze and rectify patient concerns and requests regarding various service and accounts
Patient Account Representative
Emory Hospital
03.2022 - 06.2022
- Resolve complex patient account issues
- Collect and follow up on patient accounts
- Responsible for accurate posting of insurance and patient payments, contractual adjustments and denials
- Coordinates classification for bad debt and charity
- Delivers outstanding customer service, exceed expectations and build long-term loyalty
Front Office Assistant
Hanger Clinic
08.2021 - 03.2022
- Overseeing clerical tasks, such as sorting and sending mail
- Verifying patient insurance and demographics
- Keeping an inventory of office supplies and ordering new materials as needed
- Scheduling patients for follow up visits
- Taking and delivering messages
Front Office/Medical Billing Specialist
Georgia Hand Shoulder and Elbow
07.2019 - 07.2021
- Solely responsible for managing billing and claims department at private medical practice
- Maintain schedules for providers and specialist and processed referrals/appointments for specialty services
- Schedules appointments for patients for evaluations, follow up visits, occupational therapy, and specialists
- Confirm patient information, collected copays
- Posted charges, payments, and adjustments to patient accounts
- Collected patient payments
- Identify medical coding procedure or fee errors and omissions, making necessary adjustments to patient accounts
- Provide insurance companies with additional documentation or records (if requested) to expedite payments and resolve denials
- Accurately interpret EOBs
- Serve as initial point of contact for patients with account inquiries regarding insurance claims and account statements
- Review CPT and ICD-10 codes for accuracy
Education
Certified Revenue Cycle Representative (CRCR)
Atlanta07.2025
High School Diploma -
Frederick Douglass High School
Atlanta, GA05.2006
Skills
- Call center operations
- Communication Skills
- Customer Service Skills
- Data Entry
- Policy enforcement
- Customer satisfaction
- Customer relations
- Training development aptitude
- Quality control
- Complaint resolution
- Team management
- Trainer
- Organizational Skills
- Scheduling
- Time Management
- Medical Billing/coding
- Problem solving
- Knowledge of medical terminology
- Attention to detail
- Excel
- Microsoft Office
- Microsoft Word
References
REFERENCES AVAILABLE UPON REQUEST
EMR
- Epic
- Athena
- Systems 4PT
- Next Gen
- Genesys
Timeline
Customer Service Team Lead
WellStar Health System Inc
07.2026 - Current
Billing Customer Service Representative
WellStar Health System Inc
08.2024 - 07.2026
Front Office Specialist
WellStar Medical Group
09.2023 - 08.2024
Patient Access Specialist Imaging Department
WellStar Douglas Hospital
11.2022 - 09.2023
Patient Account Representative
Emory Hospital
03.2022 - 06.2022
Front Office Assistant
Hanger Clinic
08.2021 - 03.2022
Front Office/Medical Billing Specialist
Georgia Hand Shoulder and Elbow
07.2019 - 07.2021
High School Diploma -
Frederick Douglass High School
Certified Revenue Cycle Representative (CRCR)