Brittany G. Morris
Monroe
Summary
Customer service professional with strong background in delivering exceptional support and customer satisfaction in high-volume environments. Known for excellent communication skills and ability to resolve issues promptly. Highly collaborative and adaptable, ensuring team success and consistently meeting targets.
Overview
13
13
years of professional experience
Work History
Call Center Representative
Tryon Medical Associates
Remote, NC
05.2016 - 05.2026
- Managed high call volumes while maintaining excellent customer service, productivity, quality, and first-call resolution metrics.
- Provided exceptional customer service and support to long-term care providers, members, and internal business partners, resolving complex inquiries with professionalism and accuracy.
- Served as the primary point of contact for providers and members, managing escalated issues and ensuring timely resolution.
- Investigated and resolved medical claims, prior authorizations, enrollment, eligibility, revalidation, and billing issues by researching multiple healthcare systems and applying company policies and procedures.
- Communicated claim statuses, benefit information, and resolution updates to providers, members, and internal stakeholders, enhancing transparency and understanding.
- Collaborated with cross-functional departments to resolve complex cases, ensuring adherence to HIPAA compliance and organizational standards.
- Documented customer interactions, investigations, and case resolutions in multiple healthcare systems, facilitating accurate record-keeping and case tracking.
- Accurately documented customer interactions, investigations, and case resolutions in multiple healthcare systems.
- Demonstrated strong analytical, critical-thinking, and problem-solving skills while prioritizing multiple tasks in a fast-paced healthcare environment.
Senior Medical Scheduler
Healthgram
Charlotte, North Carolina
12.2012 - 01.2018
- Cultivated client relationships, aligning services with their specific needs and preferences to foster loyalty.
- Utilized CRM systems to track customer interactions and sales activities, enhancing understanding of client needs.
- Leveraged CRM systems to monitor and analyze customer interactions and sales activities.
- Responded to inbound calls and emails, providing timely product information and order updates.
- Reduced call-time of inbound calls by recognizing and resolving systematic inefficiencies.
- Streamlined processes, resulting in improved operational efficiency and heightened client satisfaction.
- Assisted patients with appointment scheduling and insurance verification processes.
- Collaborated with healthcare professionals to provide insights on product benefits and usage.
- Developed and executed strategic territory plans to maximize product visibility and market share.
- Coordinated patient appointments and managed scheduling conflicts to optimize provider availability.
Education
Master of Science - Human Services Technology
Wingate University
Wingate, NC05-2010
High School Diploma -
Weddington High School
Charlotte, NC06-2004
Skills
- Call routing systems
- Customer database management
- Insurance verification
- Telecommunication management
- Appointment coordination
- Calendar management
- Workflow optimization
- Patient confidentiality
- Attention to detail
- Conflict resolution
- Adaptability to change
- Patient relations
Timeline
Call Center Representative
Tryon Medical Associates
05.2016 - 05.2026
Senior Medical Scheduler
Healthgram
12.2012 - 01.2018
High School Diploma -
Weddington High School
Master of Science - Human Services Technology
Wingate University