BRITTNEY BROWN
REMOTE PATIENT CARE COORDINATOR/CALL CENTER SUPERVISOR
Houston,TX
Summary
Passionate about promoting lasting patient/client satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Proactive remote call center representative with several years in leadership, upper management, and supervisory positions. Commended for consistently driving team success through company procedures enforcement and personnel training. Proficient in various software and database management systems. Possessed with the ability the train, monitor and direct staff to exceed service expectations resulting in strong team building ans solid success records.
Overview
19
19
years of professional experience
4
4
years of post-secondary education
Work History
Patient Care Coordinator
Conifer Healthcare Solutions
Frisco, TX
09.2021 - Current
- Acted as main point of contact for patients, doctors, and hospital staff by closely reviewing medical charts and maintaining high levels of communication.
- Delivered excellent patient experiences and direct care by scheduling appointments and procedures, maintaining prescription requests, and facilitating communication between various departments and staff.
- Delivered excellent patient experiences and direct care.
- Monitored patient health records for accuracy to meet compliance with healthcare guidelines.
- Organized discharge planning for home care and rehabilitation care stays to ease patients' transition from hospital for post-op patients.
- Coordinated transportation to get patients to and from medical appointments.
- Assisted patients with completing necessary paperwork and forms to provide healthcare facilities with essential information to bill for services.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Organized patient records and database to facilitate information storage and retrieval.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Verified patient insurance eligibility and entered patient information into system.
- Compiled and maintained patient medical records to keep information complete and up-to-date.
- Delivered support to medical staff in completion of patient paperwork.
CALL CENTER SUPERVISOR
CDC CALL CENTER SUPERVISORCDC CALL CENTER SUPERVISORCDC CALL, Maximus
Baton Rouge, LA
09.2020 - 11.2021
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- 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 consumer behavior identification.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Collaborated with training team to boost product support and certification training initiatives.
- 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.
- Developed quality employees within call center to take over leadership positions.
- Led daily team meetings to review performance, set targets and motivate staff.
- Provided real-time coaching, guidance and feedback to call center agents to achieve development goals.
SENIOR TECHNICAL SUPPORT ADVISOR (REMOTE)
Apple
Baton Rouge, LA
12.2017 - 09.2020
- Helped streamline repair processes and update procedures for support action consistency.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Installed and configured iOS operating systems and applications.
- Installed, configured and maintained Mac computer systems and network connections.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer inquiries and provided technical assistance over phone.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Created user accounts and assigned permissions.
Account Payable/Receivables Clerk
Table Fresh
Baton Rouge, LA
07.2015 - 11.2017
- Reviewed and verified journal entries, receipts, and tax data to increase accuracy
- Maintained efficient office operations by offering skilled clerical support to senior team members
- Reduced errors and variances with improved reconciliation processes
- Processed daily invoices and payments (cash/ACH) to keep accounting records current
- Compiled data from delivery drivers, cash drawers, and prepared daily deposits
- Coded transactions according to internal company system to avoid errors
- Drafted financial reports for senior managers to aid in budget processes and support accurate decision-making
- Completed all required new customer paperwork within anticipated timeframes
- Manually entered and processed all customer orders via email, phone, and web chat
Ground Security Coordinator
Delta Air Lines, Inc
Baton Rouge, LA
04.2010 - 01.2015
- Operated x-ray machines, hand wands, and advanced imaging technology to conduct screening of passengers and baggage.
- Discretely observed behavior and demeanor of travelers and staff to screen for suspicious actions.
- Maintained awareness and focus to identify potentially life-threatening objects or weapons of mass destruction.
- Authenticated boarding passes, identification, and passports to prevent fraudulent travel.
- Interacted with public to give directions, explain rules, and regulations and respond to inquiries.
- Completed extensive training in emergency response protocols related to fire safety and hazardous material handling
- Conducted regular patrols of key areas to spot and control security concerns.
- Monitored security checkpoints for compliance with applicable security protocols.
- Responded to critical security incidents by applying standard operating procedures designed to minimize loss of life and damage to property.
- Assisted with deployment of advanced technology and equipment for screening purposes.
- Attended daily briefings with supervisors to discuss issues with security screening processes.
- Patrolled internal building spaces and facility grounds to identify and deter threats to assets.
- Updated shift logs and produced daily reports to document security activities and specific incidents.
- Issued access cards to authorized personnel to monitor access points.
- Examined doors, windows and gates to verify security.
- Monitored CCTV cameras and alarm systems for security breaches.
- Wrote detailed reports of all security breaches and investigations.
- Enforced security policies to have violators and unauthorized individuals removed from premises to maintain safe environment.
Financial Administrator
East Baton Rouge Arts And Technology High School
Baton Rouge, LA
01.2005 - 09.2009
- Created, closed, and reconciled general budget ledger
- Identified and corrected miscalculations and financial discrepancies to support quality assurance.
- Produced reports outlining latest financial information such as expenses, income and outstanding balances.
- Monitored and compiled data and reports to present to leadership.
- Prepared and posted receipts and deposits to facilitate standard bookkeeping.
- Updated daily transaction records to assist with payroll and billing administration.
- Reconciled accounts and investigated variances.
- Prepared bi-weekly and monthly payroll for 50+ employees and maintained all associated files.
- Completed clerical and data entry tasks to optimize financial procedures.
- Checked payroll, vendor payments, commissions and other accounting disbursements for accuracy and compliance.
- Assisted front office staff by answering the phone and greeting campus visitors when needed.
Education
High School Diploma -
Tara High School
Baton Rouge, LA 09.1998 - 05.2002
Bachelor of Science - Biology
Louisiana State University And A&M College
Baton Rouge, LA 05.2001 -
Skills
Database coordination
Program oversight
Interdepartmental collaboration
Organizational standards
Administrative supervision
Healthcare operations
Insurance practices
Patient education
Verbal and written communication
Multitasking ability
Goal Setting
Relationship building
Process improvements
Care Planning
Decision making
Claims Processing
Proficient in both macOS and Windows
Scheduling
Case management
Organizational skills
Documentation
Medical terminology
Strategic planning
Quality assurance
Data processing
Timeline
Patient Care Coordinator
Conifer Healthcare Solutions
09.2021 - Current
CALL CENTER SUPERVISOR
CDC CALL CENTER SUPERVISORCDC CALL CENTER SUPERVISORCDC CALL, Maximus
09.2020 - 11.2021
SENIOR TECHNICAL SUPPORT ADVISOR (REMOTE)
Apple
12.2017 - 09.2020
Account Payable/Receivables Clerk
Table Fresh
07.2015 - 11.2017
Ground Security Coordinator
Delta Air Lines, Inc
04.2010 - 01.2015
Financial Administrator
East Baton Rouge Arts And Technology High School
01.2005 - 09.2009
Bachelor of Science - Biology
Louisiana State University And A&M College
05.2001 -
High School Diploma -
Tara High School
09.1998 - 05.2002