Brittney Franklin
Brookshire
Summary
Dynamic healthcare operations specialist dedicated to improving patient access and compliance. Led initiatives that decreased appointment wait times by 20% and achieved a 98% customer satisfaction rating, demonstrating a commitment to operational excellence and effective team collaboration.
Overview
20
20
years of professional experience
Work History
Bookkeeper
HEB
Houston
11.2005 - Current
- Maintained 95% accuracy in financial records, including payroll and AP/AR, ensuring seamless audits.
- Conduct monthly variance analysis and generate actionable reports that informed department-level budgeting and reduced operational discrepancies by 10%.
- Supervised team of 5-10 partners, enforcing cash handling protocols and decreasing register discrepancies by 15%.
- Provide leadership and mentorship to new partners, fostering a positive, productive, and conducive work environment.
- Resolved escalated customer issues swiftly and encouraged team-based problem solving, leading to 5% increase in customer satisfaction rating.
Customer Service Associate
Blue Cross Blue Shield TN
Remote
03.2024 - 01.2025
- Resolved 50+ customer inquiries daily with 98% satisfaction rating, consistently exceeding performance benchmarks.
- Collaborated with cross-functional teams to resolve escalated issues, cutting average resolution time by 30%.
- Conducted root-cause analysis on customer feedback trends, influencing process improvements that enhanced service delivery.
- Maintained 95% accuracy in documentation and transaction logging, contributing to audit-readiness and compliance.
- Earned recognition from supervisors for empathy and professionalism in high-stress interactions, supporting a positive brand reputation.
Patient Access Rep
Houston Methodist
Houston
08.2019 - 12.2023
- Registered and verified patient data for 100+ daily appointments, maintaining 99.9% accuracy in EMR systems.
- Coordinated with clinical departments to optimize scheduling workflows, reducing appointment wait times by 20%.
- Ensured 100% compliance with HIPAA and internal privacy protocols, resulting in zero audit findings.
- Led process improvement initiative that reduced patient intake errors by 35%, improving operational efficiency and patient experience.
- Provided compassionate service to diverse patient populations, receiving consistent praise in patient satisfaction surveys.
Education
MBA - Human Resources Management
University of Houston-Victoria
Victoria05-2025
BBA - Healthcare Administration
University of Houston-Victoria
Victoria05-2022
Skills
- Service excellence
- Data analytics
- Collaborative leadership
- Compliance oversight
- Financial accuracy
- Customer satisfaction measurement
- Effective communication strategies
- Process optimization
- Data entry
- Microsoft office expertise
- Quality control
- Administrative support
- Conflict resolution
- Versatile work approach
Accomplishments
Cum Laude
Timeline
Customer Service Associate
Blue Cross Blue Shield TN
03.2024 - 01.2025
Patient Access Rep
Houston Methodist
08.2019 - 12.2023
Bookkeeper
HEB
11.2005 - Current
MBA - Human Resources Management
University of Houston-Victoria
BBA - Healthcare Administration
University of Houston-Victoria