Tiana Middlebrook
Longview
Summary
Results-driven Healthcare Customer Service and Administrative Support professional with over 7 years of experience supporting patients, members, providers, and internal teams in high-volume healthcare, insurance, and pharmacy environments. Proven ability to navigate EHR and CRM systems, maintain strict HIPAA compliance, and resolve complex inquiries across omni-channel platforms. Recognized for professionalism, attention to detail, and a patient-centered approach that improves service outcomes and operational efficiency.
Overview
4
4
years of professional experience
Work History
Mail Handler Assistant
United States Postal Service (USPS)
11.2024 - 12.2025
- Process, sort, and transport mail and parcels in a high-volume distribution facility while meeting strict operational deadlines.
- Operate automated mail-processing and sorting equipment in accordance with USPS safety and training standards.
- Move mail using pallet jacks, rolling containers, and carts, ensuring proper handling and workplace safety.
- Maintain speed, accuracy, and attention to detail in a fast-paced, time-sensitive environment.
- Support team operations by coordinating workflow and ensuring timely movement of mail through all stages of processing and distribution.
- Adhere to USPS policies, safety regulations, and attendance standards to support consistent and reliable operations.
Telephone Operator
MD Anderson Cancer Center
03.2024 - 07.2024
- Managed high-volume inbound calls for a large oncology hospital, serving patients, caregivers, visitors, and clinical staff with professionalism and empathy.
- Accurately routed calls to physicians, nursing units, departments, and specialty clinics using a multi-line switchboard and digital communication systems.
- Supported emergency and urgent communication protocols, including overhead paging and after-hours call escalation.
- Maintained strict compliance with HIPAA and hospital privacy standards while handling sensitive patient and provider information.
- Updated and maintained staff directories, on-call schedules, and departmental contact information to ensure timely and efficient communication.
- Provided clear directions, appointment guidance, and general hospital information to patients and visitors, enhancing overall patient experience.
Customer Service Representative
Empower Pharmacy
01.2024 - 03.2024
- Assisted patients with prescription refills, order status, and billing inquiries in a compliance-driven pharmacy environment.
- Entered and retrieved patient information accurately while ensuring full HIPAA compliance.
- Resolved customer concerns efficiently while delivering compassionate, patient-focused service.
- Supported pharmacy operations by maintaining accurate documentation and timely issue resolution.
Member Services Representative
Elevance Health
09.2023 - 01.2024
- Served as the primary contact for Medicare Advantage members, providers, and patients.
- Explained benefits, coverage guidelines, and pharmacy services for HMO and PPO plans.
- Managed high-volume omni-channel interactions while meeting quality, productivity, and compliance standards.
- Processed insurance verifications, prescription requests, and billing inquiries with accuracy and attention to detail.
Fast Start Representative
CVS Health
08.2021 - 04.2023
- Supported patients and providers with home-delivery prescriptions, refills, insurance verification, and pharmacy inquiries.
- Handled high-volume inbound and outbound communications via phone, email, and chat platforms.
- Documented interactions in CRM systems, ensuring accurate records and follow-up actions.
- Processed insurance claims and prescription requests in compliance with HIPAA and regulatory standards.
Education
High School Diploma -
Euclid High School
Euclid, OhioSkills
- Patient & Member Relations
- Healthcare Customer Service
- HIPAA & Regulatory Compliance
- EHR / CRM Documentation
- Insurance Verification (HMO, PPO, Medicare Advantage)
- Prescription & Pharmacy Support
- Omni-Channel Communication (Phone, Email, Chat)
- Microsoft Office Suite (Word, Excel, Outlook, Teams)
- Data Accuracy & Performance Metrics
Timeline
Mail Handler Assistant
United States Postal Service (USPS)
11.2024 - 12.2025
Telephone Operator
MD Anderson Cancer Center
03.2024 - 07.2024
Customer Service Representative
Empower Pharmacy
01.2024 - 03.2024
Member Services Representative
Elevance Health
09.2023 - 01.2024
Fast Start Representative
CVS Health
08.2021 - 04.2023
High School Diploma -
Euclid High School
ADDITIONAL SKILLS
- Typing speed: 45 WPM with high accuracy
- Strong telephone presence and virtual professionalism
- Experienced with dual-monitor setups for productivity and multitasking