Hi, I’m
BRITTNEY BROWN
Remote Healthcare Administrator
Houston,US
Summary
Forward-thinking Remote Call Center Operations Specialist with nearly a decade of experience in supportive patient relations, customer service, technical support, and team management. Skilled in identifying productivity gaps and creating individualized improvement plans. Demonstrated ability to train, coach, and lead staff while maintaining personal performance and quality. Committed to upholding professionalism by leveraging a diverse range of transferable skills. Proficient in medical terminology, conditions, treatment options, pre-authorizations, triage, computer applications, active listening, software programming, communication, technical troubleshooting, problem-solving, time management, multi-systems navigation, onboarding, supervision, and project analysis.
Overview
20
years of professional experience
Work History
Conifer Health Solutions
Remote Patient Care Coordinator - Team Lead
09.2021 - Current
Job overview
- Main point of contact for patients, doctors, and hospital staff by closely reviewing medical charts and maintaining high levels of communication.
- Facilitate communication between patients and healthcare providers, ensuring timely responses to inquiries and concerns.
- Verify insurance coverage to obtain authorizations for medical treatments and procedures.
- Assist patients with coordinating pre-op, post-op, physical therapy, and long-term care following surgical procedures, injuries, or illness.
- Support patient families with necessary care during end-of-life phases by coordinating hospice care.
- Manage sensitive patient information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times.
- Organize discharge planning for home care and rehabilitation care stays to ease patients' transition from hospital.
Maximus
Remote Call Center Supervisor
09.2020 - 11.2021
Job overview
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and caller behavior identification.
- Improved caller satisfaction by effectively resolving escalated issues and providing timely support.
- Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
- Created team rotations to man center effectively during peak hours.
- Designed customized performance evaluations for individual agents to highlight strengths as well as areas for improvement.
- Managed scheduling for agents to foster increased productivity and minimize attendance gaps.
Apple
Remote Tier 2 Senior Technical Support Advisor
07.2015 - 09.2020
Job overview
- Provided online, chat, and phone support to accurately identify and resolve a wide range of hardware and software issues affecting Apple iOS and macOS devices (i.e., iPhone, iPad and iPod touch, iMac, MacBook, etc.).
- Installed and configured operating systems, applications, and necessary updates.
- Utilized call flow guides, technical expertise, internal resources, and probing questions to reveal device failures, the deploy proper troubleshooting methods to provide First Call Resolution on most service requests.
- Collaborated with in-store staff and certified vendors to locate replacement devices, expedite repair processes, and resolve advanced issues.
- Implemented quality assurance measures during all support interactions, resulting in consistently positive CSATs.
- Adequately migrated between multiple departments, queues, systems, and databases to help sustain balance in service levels when sporadic peaks in support requests occur.
- Secured role as a Tier 2 team lead by fostering open communication among the collective to ensure alignment on priorities and goals; responsibilities included: monitoring agent chat rooms while rendering assistance as requested, cross-training to develop new skills and perform tasks outside the normal scope of base level agents, and coaching agents and new hires who struggled to master required job functions.
- Demonstrated adaptability in working across various time zones and cultural contexts by agreeing to flexible schedules and accepting overnight shifts when available.
- Participated in product beta testing activities by providing valuable user feedback regarding functionality improvements or potential issues that might impact users post product releases.
- Assisted sales teams by rendering pre-sales technical consultations/demonstrations ultimately promoting the closing of numerous deals with new customers.
Delta Airlines - BTR
Ground Security Coordinator
04.2010 - 01.2015
Job overview
- Managed access control systems, ensuring only authorized personnel entered restricted areas.
- Provided support during investigations into airport-related incidents involving thefts, vandalism, or any other breaches of security.
- Performed regular audits of security equipment to guarantee proper functionality at all times.
- Coordinated with local and federal authorities for seamless communication and collaborative efforts in maintaining a secure environment.
- Enhanced airport security by implementing comprehensive ground security measures and procedures.
- Maintained accurate and up-to-date documentation of daily activities, incident reports, and other relevant records for audit purposes.
- Liaised with TSA agents as needed to share information about potential threats or suspicious activity detected.
- Led quarterly employee safety training programs to ensure staff adherence to all security protocols.
- Serviced both ground handling and terminal operations each evening until the last flight docked and deplaned.
East Baton Rouge Arts & Technology High School (EBRATS)
Financial Administrator
01.2005 - 09.2009
Job overview
- Developed monthly financial statements that provided valuable insights into school’s budget performance, leading to informed decision-making by management.
- Accurately completed month-end closing procedures, improving timeliness and reliability of financial data presented to school board superintendents.
- Maintained an organized filing system for all financial documents, ensuring easy access during audits or other reviews as needed.
- Optimized cost control measures, identifying areas for expense reduction without causing budget infractions.
- Evaluated vendor contracts to negotiate more favorable terms, resulting in cost savings for the school.
- Improved cash flow management with diligent monitoring of AR/AP transactions.
Education
Louisiana State University And A&M CollegeBaton Rouge, LA
from Accounting And Business Management
Tara High SchoolBaton Rouge, LA
Graduated
05.2002
Skills
- Technology Applications
- Healthcare Operations
- HIPAA Compliance
- Patient Relations & Customer Service
- Insurance Verification
- Medical Terminology
- Patient Records Management
- Relationship Building
- Care Planning & Scheduling
- Training and Coaching
- Articulate Communication
- Healthcare Operations
- Quality Assurance
- Call Center Operations & Performance Metrics
- Medical Data Collection
- Administrative Supervision
- Cross-Functional Teamwork
- Interdepartmental Collaboration
- Project Management
- Patient Intake & Registration
- Conflict Resolution & De-escalation
- Multi-Line Telephone Systems
- Peer Support & Leadership
- Knowledge of Call Center Metrics
- Handling Large Call Volumes
- Advanced Retention and Recall
- Empathy & Assurance
- Prioritizing and Delegating Tasks
Timeline
Remote Patient Care Coordinator - Team Lead
Conifer Health Solutions
09.2021 - Current
Remote Call Center Supervisor
Maximus
09.2020 - 11.2021
Remote Tier 2 Senior Technical Support Advisor
Apple
07.2015 - 09.2020
Ground Security Coordinator
Delta Airlines - BTR
04.2010 - 01.2015
Financial Administrator
East Baton Rouge Arts & Technology High School (EBRATS)
01.2005 - 09.2009
Louisiana State University And A&M College
from Accounting And Business Management
Tara High School
Graduated
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