Brookie Little
VIRGINIABEACH,VA
Summary
Personable Customer Service Representative experienced in exceeding customer expectations and enhancing satisfaction. Established rapport with clients through decisive communication and focused solutions, effectively reducing dissatisfaction in high-pressure situations. Committed to fostering relationships and contributing to overall company success.
Overview
1
1
Language
1
1
Certification
4
4
years of post-secondary education
20
20
years of professional experience
Work History
Veteran and Customer Support Specialist
Reliance Medical Transport
VIRGINIABEACH, VA
03.2022 - Current
- Coordinated patient transport requests set forth by the Veteran’s Administration Medical Center (Hampton) for the Reliance Medical Transport dispatch team, serving as a liaison between the patients, families, as well as crew members who served them directly.
- Answered incoming calls, explained transport procedures to patients and facilities, and served as Dispatch secretary relaying messages regarding appointments, concerns, and service escalations. Tracked and followed up on call flow and types received daily, documenting trends and informing staffing and organizational needs.
- Handled the intake of non-contracted patients and collaborated closely with billing regarding their transports and insurance coverage.
- Documented customer correspondence in CRM to effectively track requests, problems, and solutions.
- Created detailed reports and surveys on customer feedback for management review.
- Analyzed customer complaints and service trends to identify and address systematic issues.
Direct Support Professional
A&C Alternative Care
VIRGINIABEACH
01.2017 - 03.2018
- Delivered in-home care for elders and individuals with intellectual challenges, ensuring safety and well-being.
- Assisted in helping them make and obtain goals, such as being able to dress themselves, manage their own money and cook their own meals safely, while living on their own.
- Documented activity records to track behavioral improvements or declines, informing care strategies.
- Organized community activities and engaged in therapeutic sports events to promote social interaction and physical health.
Team Leader/Insurance Authorization Specialist
Sentara Health Care System
Chesapeake, Virginia
10.2006 - 10.2014
- Monitored verification workflows for insurance office compliance and timely patient intake.
- Called insurance companies to ascertain pertinent information regarding policies and payment benefits for patients.
- Navigated through multiple online systems to obtain insurance authorizations.
- Coordinated with billing teams, pharmacy and DME departments to support accurate claim submission and account setup.
- Monitored ongoing care and services within the home health setting.
- Followed, documented and obtained pertinent information from field nurses to aid in the Re-certification process for continued care.
Education
Health Administration
St.Leo University
St. Leo, FL 01.2011 - 10.2014
Tallwood High School
Virginia Beach, VASkills
- CRM documentation
- Insurance verification
- Clear communication
- Attention to detail
- Conflict resolution
- Customer Service Excellence
- Referral coordination
- Friendly and patient
Affiliations
- Volunteering with the Virginia Beach Special Olympics.
- Working with Autistic and Special Needs Children and families to obtain necessary therapeutic services.
- Assisting Veterans with mental trauma.
- Crafts, Baking & Cooking
Languages
Spanish
Limited
Certification
- CPR
- TOVA
Timeline
Veteran and Customer Support Specialist
Reliance Medical Transport
03.2022 - Current
Direct Support Professional
A&C Alternative Care
01.2017 - 03.2018
Health Administration
St.Leo University
01.2011 - 10.2014
Team Leader/Insurance Authorization Specialist
Sentara Health Care System
10.2006 - 10.2014
Tallwood High School