Brittney Laster
Summary
Resourceful professional with over a decade in customer support and healthcare operations. Expertise in insurance verification and reimbursement processes within high-volume remote environments. Improved customer satisfaction and streamlined workflows while effectively resolving complex issues.
Overview
20
20
years of professional experience
3
3
years of post-secondary education
Work History
Customer Support Specialist (Chat-Based)
Chewy
08.2024 - 02.2026
- Delivered high-volume chat-based support, resolving complex customer issues related to orders, billing, and accounts
- Achieved strong performance metrics and maintained high customer satisfaction ratings in remote environment
- Delivered product knowledge and tailored recommendations to enhance customer satisfaction
- Collaborated with teams to resolve complex customer issues and improve overall service delivery
- Utilized multiple platforms to manage and document customer interactions efficiently
- Ensured compliance with company standards during all customer interactions.
- Maintained up-to-date knowledge of company products, services, policies, and procedures.
- Investigated customer complaints regarding product quality or service rendered.
Reimbursement Specialist / Insurance Verification Specialist
Aston Carter
01.2020 - 07.2024
- Verified insurance eligibility and benefits while ensuring accuracy and compliance
- Processed claims, prior authorizations, and reimbursement requests
- Coordinated with providers and insurers to resolve billing discrepancies and improve turnaround time
- Reviewed billing documentation for accuracy and compliance with policies.
- Communicated with insurance companies to resolve reimbursement issues effectively.
- Maintained detailed records of claims status and follow-up actions taken.
- Collaborated with healthcare providers to verify patient eligibility for services.
- Researched rejections, investigating problems to appeal claims.
- Collected coinsurance and deductibles from patients for rendered services.
- Reviewed uninsured accounts, verifying medical assistance application process, charity care application, and drug replacement program availability.
- Verified clients' insurance claims coverage by coordinating with providers.
- Analyzed patient data to ensure accuracy of reimbursement information.
- Reviewed and processed reimbursement requests in accordance with company policies and procedures.
- Responded to customer inquiries regarding the status of their reimbursement requests.
- Assisted claimants, providers and clients with problems or questions regarding claims.
Patient Support Associate / Hospital Operator
Northshore University HealthcareSystems
Evanston
01.2014 - 01.2020
- Managed high-volume communication across hospital departments, ensuring efficient call routing
- Supported patient scheduling and inquiries while maintaining professionalism in critical situations
- Contributed to smooth daily operations through effective coordination and communication
- Provided compassionate support to patients navigating healthcare services.
- Assisted patients with appointment scheduling and insurance inquiries.
- Coordinated communication between patients and medical staff effectively.
- Managed patient records using electronic health record systems efficiently.
- Educated patients on care procedures and healthcare resources available.
- Addressed patient concerns promptly to enhance overall experience.
- Trained new staff on patient support protocols and system usage effectively.
- Provided patients with information about available services and resources.
- Maintained a high level of confidentiality when dealing with sensitive patient health information.
- Managed front desk operations including answering phones, greeting visitors, and directing them to the appropriate personnel or department.
- Responded to patient inquiries via phone, email, and in-person.
- Adhered to HIPAA regulations regarding patient confidentiality at all times.
- Verified patients' insurance and payment methods during admissions or check-in processes.
- Obtained informed consent and payment documentation from patients and filed in system.
- Completed registration procedures for patients, expertly inputting information to meet provider, facility and legal requirements.
Customer Service Supervisor
Wendys International
Chicago
01.2006 - 01.2014
- Supervised daily operations of customer service team at fast-food restaurant.
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Resolved customer complaints quickly and effectively.
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Trained staff on customer interaction and service standards.
- Conducted performance evaluations to support staff development initiatives.
- Built foundational expertise in customer service, handling inquiries, transactions, and account management
Education
Public Adjuster - Adjuster License
Adjuster Pro
05.2026 - 06.2026
Sales Associate - Real Estate
Gold Coast Schools
06.2021 - 10.2021
Associate of Science - Business Administration And Management
Southern New Hampshire University
Hooksett, NH 09.2017 - 10.2019
Skills
- Chat Communication
- Customer experience
- Client Engagement
- Claims & Reimbursement
- Insurance Verification
- Data management
- Response Coordination
- Problem Resolution
- Process Improvement
- Cross-Functional Collaboration
- CRM software
- Virtual Assistance
- Multitasking and organization
- Communication skills
- Empathy
Timeline
Public Adjuster - Adjuster License
Adjuster Pro
05.2026 - 06.2026
Customer Support Specialist (Chat-Based)
Chewy
08.2024 - 02.2026
Sales Associate - Real Estate
Gold Coast Schools
06.2021 - 10.2021
Reimbursement Specialist / Insurance Verification Specialist
Aston Carter
01.2020 - 07.2024
Associate of Science - Business Administration And Management
Southern New Hampshire University
09.2017 - 10.2019
Patient Support Associate / Hospital Operator
Northshore University HealthcareSystems
01.2014 - 01.2020
Customer Service Supervisor
Wendys International
01.2006 - 01.2014