Brittany Leija
Houston,TX
Summary
Billing and Support Analyst Lead with over 12+ years of experience spanning SaaS support, dental administration, and cross-functional program leadership, specializing in technical troubleshooting and workflow optimization. Skilled in cross-functional collaboration, utilizing tools like Zendesk, Snowflake, and Stripe to enhance user satisfaction and operational efficiency. Passionate about fostering a knowledgeable community and driving measurable outcomes through strategic partnerships and innovative solutions.
Overview
12
12
years of professional experience
Work History
Billing Support Lead | Customer Experience
Otterai
Remote
06.2021 - Current
- Troubleshoot technical issues with precision to enhance user satisfaction and drive retention.
- Improve billing processes to ensure timely resolution and support operational efficiency.
- Partner with cross-functional teams to elevate service quality and deliver measurable outcomes.
- Keep accurate and organized records to streamline support and enhance reporting accuracy.
- Educate users on product features, fostering a knowledgeable and engaged community.
- Evaluated user feedback to uncover service gaps, implementing targeted changes that boosted customer satisfaction.
- Collaborated with technical teams to optimize support procedures, resulting in smoother service delivery and a better user experience.
- Created training resources to enhance team expertise and build a more engaged, knowledgeable support community.
- Delivered empathetic support to ensure a positive customer experience and strengthen community trust.
- Serve as the primary liaison for Non-Profit users, managing relationships and coordinating closely with TechSoup.
- Refined internal macros to improve agent efficiency and deepen product knowledge during support interactions.
- Utilized UDW queries to validate account status, usage history, and entitlements, and performed domain deletions in coordination with engineering and security teams to ensure seamless service termination in compliance with data governance policies.
- REMOTE
Customer Experience Specialist
Oryx Dental Software
Remote
08.2020 - 05.2021
- Guided customers through advanced software features, empowering them to leverage the full value of the product.
- Provided personalized support, resolving account concerns and responding to inquiries with professionalism and care.
- Proactively followed up with customers to assess satisfaction and gather insights for ongoing product and service improvements.
- Escalated complex issues to appropriate teams, ensuring swift and effective resolution for the customer.
- Efficiently managed multiple systems and tools to quickly locate information and deliver accurate support.
- Partnered with cross-functional teams to address complex customer issues, ensuring timely resolutions and fostering a culture of teamwork.
- REMOTE
Patient Account & Support Specialist
League City Endodontics
League City, Texas
11.2019 - 03.2020
- Reviewed and audited patient accounts, processed payments, and communicated treatment plans to ensure clarity and informed decision-making.
- Verified insurance coverage, accurately submitted claims, and maintained compliance to optimize reimbursement and efficiency.
- Managed account balances and ledgers, ensuring financial integrity, transparency, and timely resolution of discrepancies.
- Oversaw the transmission of dental records and correspondence, adhering to confidentiality standards while maintaining accuracy.
- Streamlined patient appointment scheduling, reducing wait times and improving operational efficiency, leading to higher patient satisfaction.
- Delivered exceptional patient service, addressing inquiries with empathy and clear communication, strengthening patient relationships and loyalty.
- Implemented a new claims processing workflow, significantly enhancing accuracy and expediting reimbursements.
Endodontic Program Director
DECA Dental Group
Dallas/Fort Worth, Houston, Austin/San Antonio, Texas
05.2016 - 03.2018
- Led the development and successful launch of the Endodontic program across 12 offices in major Texas cities, driving expansion and elevating service quality.
- Managed employee schedules, including vacation and sick days, to optimize team performance and ensure smooth operations.
- Directed the recruitment process for the Endodontic team, ensuring the selection of highly skilled professionals to maintain high standards of care.
- Conducted detailed account audits, facilitated payment collections, and effectively communicated treatment plans to patients, ensuring clarity and understanding.
- Accurately verified insurance coverage and submitted claims, improving revenue cycle management and financial efficiency.
- Oversaw account balances, ledgers, and credits, ensuring strict financial accountability and timely resolution of discrepancies.
- Managed the rollout of the Endodontic program, achieving measurable growth and enhancing patient care quality across multiple locations.
Patient Care Operations Manager
Gulf Coast Endodontics
Houston, Texas
05.2013 - 05.2016
- Supervised and mentored front office staff across four locations, cultivating a high-performing and collaborative work environment.
- Strategically managed employee schedules, maximizing workforce efficiency and ensuring adequate coverage across all locations.
- Led the recruitment and hiring process for front office staff, securing top talent and driving operational excellence.
- Developed and conducted comprehensive training programs, identifying and addressing ongoing education needs to enhance team skills.
- Performed detailed account audits, facilitated payment collections, and communicated treatment plans with patients to ensure understanding and satisfaction.
- Verified insurance coverage and processed claims accurately and promptly, improving the overall claims process.
- Managed account balances, ledgers, and credits, maintaining high standards of financial accuracy and accountability.
- Assisted in the tracking and management of CBCT scans, ensuring the integrity and reliability of imaging data for clinical use.
- Was also employed from 04/2018 - 04/2019.
Education
Associate of Arts - AA - Business Administration and Management, General
San Jacinto College
Pasadena, TX12.2020
Skills
- SaaS Customer Support (B2B/B2C)
- Billing & Claims Processing
- Technical Troubleshooting
- Workflow Optimization
- Cross-Functional Collaboration
- Training & Onboarding
- Insurance Verification & Revenue Cycle
- Leadership & Team Development
- Zendesk, Sendgrid, Braze
- Stripe, Zuora, TechSoup
- Snowflake, Amplitude
- Jira, Trello, Confluence, Notion
Timeline
Billing Support Lead | Customer Experience
Otterai
06.2021 - Current
Customer Experience Specialist
Oryx Dental Software
08.2020 - 05.2021
Patient Account & Support Specialist
League City Endodontics
11.2019 - 03.2020
Endodontic Program Director
DECA Dental Group
05.2016 - 03.2018
Patient Care Operations Manager
Gulf Coast Endodontics
05.2013 - 05.2016
Associate of Arts - AA - Business Administration and Management, General
San Jacinto College