Leah Brown
Lawrenceville,Georgia
Summary
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Overview
13
13
years of professional experience
Work History
Call Center Reprentative
EyeSouth Partners
10.2023 - Current
- Answer incoming calls from patients and address their inquiries, concerns, and requests in a courteous and empathetic manner.
- Schedule, reschedule, and confirm appointments for patients across various ophthalmology sub-specialties.
- Verify patient information and obtain necessary medical information to create a comprehensive medical advisory.
- Update electronic health records (EHR) accurately and efficiently.
- Provide accurate and detailed information about healthcare services, procedures, and insurance coverage to patients.
- Advances medical knowledge to understand various diagnosis for efficient triaging and scheduling requirements.
- Handle patient complaints, issues, and concerns professionally, aiming to resolve them to the patient's satisfaction.
- Collaborate with external medical professionals such as referring Doctor offices and other internal departments to ensure seamless patient care coordination.
- Maintain cohesive physician schedules for affiliated practices and locations.
- Document call interactions and relevant patient information accurately in the call center software system.
- Adhere to strict confidentiality standards and maintain patient privacy in accordance with HIPAA regulations.
- Participate in ongoing training to stay updated on medical procedures, policies, and call center software.
- Strive to achieve and exceed call center performance metrics, including call quality, first-call resolution, and patient satisfaction scores.
- Handle high call volumes and manage multiple tasks simultaneously while maintaining a positive attitude.
- Accurately and efficiently process and transfer calls as needed using a multi-line phone system
Senior Commercial Claims Adjuster
Liberty Mutual
07.2022 - 05.2023
- Increased customer satisfaction by effectively communicating with policyholders, brokers, and attorneys throughout the claims process.
- Streamlined procedures for data collection, review, and analysis during the claim investigation process.
- Contributed to team meetings and training sessions by sharing best practices, lessons learned, or case studies relevant to the commercial claims adjusting process.
- Participated in ongoing professional development activities to enhance skills related to negotiation tactics, legal principles, loss estimation techniques, among others.
- Directed claims negotiations within allowable limit of $25,000 and supported successful litigations for advanced issues.
Officer Manager
Atlanta Performance Transportation LLC
06.2021 - 05.2022
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Maintained office supplies inventory by checking stock and ordering new supplies.
- Created and updated records and files to maintain document compliance.
- Expedited invoice processing, ensuring accurate recording of financial transactions in the accounting system.
Patient Coordinator
Advanced Urology
11.2020 - 04.2021
- Increased efficiency of the front office operations through effective multitasking, attention to detail, and organization skills.
- Provided excellent customer service to all patients, addressing concerns and answering questions promptly and professionally.
- Handled sensitive situations with empathy when dealing with distressed patients or those facing serious health challenges.
- Maintained up-to-date knowledge on insurance policies, medical terminology, and clinic protocols in order to provide accurate information and assistance to patients.
CUSTOMER SERVICE REPRESENTATIVE
TRUGREEN LAWNCARE
01.2020 - 02.2020
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
CLAIMS ADJUSTER
STATE FARM
03.2016 - 08.2018
- Negotiated favorable settlements with claimants, attorneys, and other insurance carriers to minimize financial risk for the company.
- Examined claims forms and other records to determine insurance coverage.
- Verified insurance claims and determined fair amount for settlement.
- Maintained compliance with state regulatory requirements through meticulous documentation and adherence to company policies.
- Prepared summaries of damage, payments, and policy coverage.
- Answered customer questions regarding deductibles.
RETENTION CUSTOMER SERVICE REPRESENTATIVE
PERFETTA
11.2013 - 01.2015
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided knowledgeable recommendations for products or services that aligned with individual customer needs, boosting satisfaction levels significantly.
- Increased customer retention rates by effectively addressing and resolving concerns in a timely manner.
- Conducted thorough investigations of customer complaints, working diligently to find resolutions that satisfied all parties involved.
LEAD/FINAL INSPECTOR
MEN'S WAREHOUSE FACILITY
04.2011 - 11.2013
- Provided constructive feedback to production teams regarding defects found during inspections, fostering collaboration between departments.
- Participated in regular audits of inspection processes, assisting in the identification of areas requiring improvement or corrective actions.
- Maintained accurate records of inspected items, providing valuable data for future process improvements.
- Utilized specialized tools and equipment to perform precise measurements, guaranteeing adherence to specifications.
- Contributed to reduced lead times through rapid completion of final inspections without compromising quality.
Education
Bachelor of Science - Early Childhood Education
Grand Canyon University
Phoenix, AZ05.2026
High School Diploma -
Elizabeth Forward Senior High School
Elizabeth, PA05.2000
Skills
- Multitasking
- Time management
- Client relations
- Organizational Change
- Data collection
- Case record management
- Claims evaluation
- Policy interpretation
- Regulatory compliance
- Negotiation
- Problem-solving skills
- Customer Support
- Data Entry
- Customer Service
Timeline
Call Center Reprentative
EyeSouth Partners
10.2023 - Current
Senior Commercial Claims Adjuster
Liberty Mutual
07.2022 - 05.2023
Officer Manager
Atlanta Performance Transportation LLC
06.2021 - 05.2022
Patient Coordinator
Advanced Urology
11.2020 - 04.2021
CUSTOMER SERVICE REPRESENTATIVE
TRUGREEN LAWNCARE
01.2020 - 02.2020
CLAIMS ADJUSTER
STATE FARM
03.2016 - 08.2018
RETENTION CUSTOMER SERVICE REPRESENTATIVE
PERFETTA
11.2013 - 01.2015
LEAD/FINAL INSPECTOR
MEN'S WAREHOUSE FACILITY
04.2011 - 11.2013
Bachelor of Science - Early Childhood Education
Grand Canyon University
High School Diploma -
Elizabeth Forward Senior High School
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