Location Preference
RemoteHybridLocation: Augusta, GA, US
Open to relocation: Yes
Ja'Miliya Brown
Augusta,GA
Work Preference
Summary
Results-oriented Healthcare Administration Professional with expertise in administrative support, case management, and healthcare operations. Enhances organizational efficiency and patient satisfaction through effective communication and problem-solving. Focused on contributing to organizational success and fostering collaborative relationships within multidisciplinary teams.
Overview
6
6
years of professional experience
1
1
year of post-secondary education
Work History
Customer Service Representative
Accenture
01.2026 - Current
- Guided Washington residents through SUN Bucks program inquiries, ensuring clarity on eligibility and application status.
- Assisted customers with address changes and corrections to account information.
- Assisted Washington residents with SUN Bucks program questions, eligibility requirements, and application status.
- Explained benefit notices, eligibility decisions, and processing timelines.
- Assisted with benefit card and technical issues and provided referrals.
- Managed high-volume inbound calls, delivering precise and professional customer service to enhance customer satisfaction.
- Protected confidential customer information and followed established privacy and security procedures.
- Escalated complex cases and partnered with internal teams to effectively address and resolve customer concerns.
- Resolved customer inquiries by utilizing CRM software to enhance service efficiency.
- Assisted in training new team members on best practices for customer interactions.
- Implemented feedback mechanisms to improve overall customer satisfaction ratings.
- Collaborated with cross-functional teams to streamline complaint resolution processes.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Mentored junior representatives, fostering professional development and skill enhancement within the team.
- Developed process documentation that improved consistency and accuracy in service responses.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Managed high-volume calls, ensuring timely and accurate responses to client needs.
- Resolved customer inquiries through effective communication and problem-solving strategies.
Shelter Coordinator / Case Manager
Tetra Tech
12.2024 - 11.2025
- Improved client engagement by implementing user-friendly appointment scheduling system.
- Provided leadership, guidance and support to staff members.
- Analyzed case outcomes to identify trends and areas for improvement, driving continuous service enhancement.
- Promoted a safe environment for vulnerable populations by reporting suspected abuse or neglect.
- Assisted clients in navigating housing, legal services and public benefits to gain access to valuable resources.
- Increased client satisfaction through diligent follow-up and personalized support.
- Coordinated essential services for clients, resulting in improved overall well-being and selfsufficiency.
- Participated in community events to promote services and engage with public.
- Advocated for clients in legal settings, ensuring their rights were protected and voices heard.
- Trained new case managers, raising team's overall competency and service delivery standards.
- Strengthened relationships with community organizations to increase access to supportive resources for clients in need.
- Reduced client wait times for service access by optimizing internal referral processes.
- Implemented new policies that resulted in an increased number of successful transitions from the shelter into stable housing situations.
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Provided crisis intervention support for clients experiencing emergencies, using appropriate techniques to de-escalate situations safely.
- Streamlined case documentation procedures, reducing processing time and increasing efficiency.
- Collaborated with mental health professionals to address psychological needs of clients, supporting their holistic recovery.
Administrative Assistant/Secretary
Richmond County Health Department
03.2023 - 11.2024
- Contributed to a positive work environment with exceptional interpersonal skills and the ability to adapt to various personalities.
- Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Recorded new hires, transfers, terminations, changes in job classifications and merit increases to main human resources files.
- Managed filing system, entered data and completed other clerical tasks.
- Implemented electronic filing systems, improving document retrieval speed and organization accuracy.
- Streamlined office processes by implementing efficient filing and organizational systems.
- Volunteered to help with special projects of varying degrees of complexity.
- Coordinated communication between departments, facilitating information exchange and project alignment.
- Continually sought methods for improving daily operations, communications with clients, recordkeeping, and data entry for increased efficiency.
- Provided crucial support during peak periods by working overtime when necessary to ensure deadlines were met without compromising quality standards.
- Maintained strict confidentiality of sensitive information while handling a high volume of administrative tasks.
- Implemented a new record-keeping system which greatly reduced time spent searching for documents when needed urgently by upper management personnel.
- Established administrative work procedures to track staff's daily tasks.
Customer Service Representative
Cigna Health
06.2020 - 02.2023
- Developed training materials to enhance team member performance and service delivery.
- Trained staff on operating procedures and company services.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Responded to customer requests for products, services, and company information.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Cross-trained and provided backup support for organizational leadership.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Education
Associate of Science Degree - Health Sciences Medical Administrative Assistant
Ultimate Medical Academy
Clearwater 07.2025 - 12.2026
Skills
- Proficiencies: MS Excel; MS Word; MS PowerPoint; Microsoft Outlook, Microsoft Teams, Data entry
- Skills: Communication skills; Problem-solving skills; Attention to detail; Organized; Customer service
- Healthcare Customer Service
- Healthcare Knowledge
- Documentation Management
- Client Support
- Client Onboarding
- Record Keeping
- Client Check-in
- Client Check-out
- Data management
- Information Management
- Privacy Standards
- Regulatory Knowledge
- Claims Processing
- Billing Procedures
- Dispute Resolution
- Billing Support
- Insurance Coordination
- Insurance Plans
- Government Programs
- Managed Care
- Insurance Options
- Basic Coding Knowledge
- Coverage Verification
- Health Basics
- Active listening
- Data entry
- Critical thinking
- Customer relations
- Problem resolution
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Payment processing
- Customer satisfaction measurement
- Professional telephone demeanor
- Call center operations
- Microsoft outlook
- Scheduling
- Follow-up skills
- Call management
- Paperwork processing
- Appointment scheduling
- Order processing
- Administrative support
- Documentation
- Microsoft Office Suite
- Microsoft PowerPoint
- Staff training
- Prioritization
- De-escalation techniques
- Building rapport
- Technical support
- Quality control
- Clerical support
- Live chat support
- Customer education
- Dispute resolution
- Coordination
- Assertiveness
- Recordkeeping strengths
- Account management
- Reading comprehension
- Spreadsheets
- Office equipment proficiency
- Conflict mediation
- Proofreading
Timeline
Customer Service Representative
Accenture
01.2026 - Current
Associate of Science Degree - Health Sciences Medical Administrative Assistant
Ultimate Medical Academy
07.2025 - 12.2026
Shelter Coordinator / Case Manager
Tetra Tech
12.2024 - 11.2025
Administrative Assistant/Secretary
Richmond County Health Department
03.2023 - 11.2024
Customer Service Representative
Cigna Health
06.2020 - 02.2023
Professional Profile
Honors/Awards: Ultimate Medical Academy Dean's List Ultimate Medical Academy Honor Roll Alpha Beta Kappa Honor Society
Alpha Beta Kappa Honor Society
- Member, Alpha Beta Kappa National Honor Society
- Recognized for academic achievement and excellence
- Ultimate Medical Academy, 2026