Cameron Brown
Oak Street Health
Houston,TX
6
years of professional experience
Experienced patient service representative with 6+ years in healthcare contact centers, skilled in scheduling, escalation handling, and accurate recordkeeping. Known for empathy, attention to detail, and dependable support during high call volumes.
Work History
CCC Service Representative
2 Years 1 Month- Managed inbound patient calls, resolving questions about appointments, benefits, and care navigation.
- Scheduled and confirmed visits using practice systems, ensuring accurate provider and location details.
- Documented patient interactions thoroughly, maintaining clear records for care team follow-up.
- Escalated complex concerns to appropriate clinical or administrative staff, supporting timely resolution.
- Verified demographics and insurance information, reducing registration errors and appointment delays.
- Coordinated outbound outreach for reminders, follow-ups, and missed appointment recovery.
- Adapted quickly to contact center workflows, maintaining consistent service quality during high call volumes.
- Supported patient access efforts by guiding callers to appropriate resources and next steps.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
Senior Customer Service Representative
4 Years 2 Months- Led member support workflows, resolving complex scheduling, billing, and care coordination inquiries.
- Managed escalated cases, ensuring timely follow-up across clinical, administrative, and insurance teams.
- Trained new representatives on service standards, HIPAA compliance, and patient communication protocols.
- Maintained accurate documentation in patient systems, supporting seamless handoffs and continuity of care.
- Streamlined intake and appointment processes, reducing friction for members across multiple service channels.
- Collaborated with care teams to coordinate referrals, prescription requests, and visit preparation.
- Guided representatives on call handling, de-escalation techniques, and resolution of sensitive member concerns.
- Monitored service queues and prioritized urgent cases to maintain consistent response quality and member satisfaction.
Education
High School Diploma
Pharmacy Technician Certificate - Pharmacy
Skills
Call center experience
CRM software
Contact center experience
Complaint handling
Problem-solving
Attention to detail
Client relations
Remote work discipline
Flexible and adaptable
Professional demeanor
Empathy and patience
Friendly
positive attitude
Timeline
CCC Service Representative
Oak Street Health
10.2024 - CurrentRead More
Senior Customer Service Representative
One Medical Group
08.2020 - 10.2024Read More
Ross Shaw Sterling High School
High School Diploma
Read More
The College of Healthcare Professions
Pharmacy Technician Certificate from Pharmacy
Read More