Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Bria Battle

Greensboro,NC

Summary

Dedicated and detail-oriented Customer Service Professional with over 5 years of experience in healthcare, insurance, pharmacy and call center environment. Skilled in resolving complex inquires, processing claims and authorizations, scheduling appointments, and delivering compassionate support across high-volume call centers. Proficient in CRM systems, HIPAA compliance, and multi-department collaboration. Known for strong communication, problem-solving abilities, and commitment to improving the customer experience in fast-paced setting.


Overview

8
8
years of professional experience
1
1
Certification

Work History

Customer Care Representative (CCR)

Elevance Health
10.2022 - 04.2025
  • Company Overview: Medicaid-BCBS/Specialty Pharmacy
  • Assisted Medicaid members with inquiries related to eligibility, benefits, coverage, and enrollment.
  • Provided clear and compassionate communication of plan options, provider networks, and covered services.
  • Researched and resolved issues related to denied claims, billing errors, appeals, and prior authorizations.
  • Accessed and updates member information in CRM and Medicaid management systems (MMIS, Facets, Salesforce, ERX)
  • Worked closely with case managers, providers, and third-party administrators to resolve complex issues.
  • Educated members on how to file appeals or grievances and supported them through the process.
  • Assisted patients with prescription refills, order status, medication availability and delivery tracking by phone, email, and chat assistance.
  • Communicated with prescribers and pharmacists to resolve prescription issues or clarification needs.
  • Managed approximately 30 or more incoming calls, per day from customers.
  • Verified patient information, provider details, CPT/CD coding, and service dates before adjudicating claim.
  • Medicaid-BCBS/Specialty Pharmacy

Scheduler/Patient Registrar (Part-time) Front Desk Receptionist

Old North State Medical Society (ONSMS)
04.2021 - 06.2023
  • Scheduled COVID-19 testing, vaccination, and follow-up appointments via phone, online portals and in person requests.
  • Managed inbound/outbound calls of appointment requests while ensuring compliance with eligibility guidelines and public health records.
  • Greeted patients and visitors, conducted symptom screenings, and ensured mask and social distancing compliance.
  • Coordinated with healthcare providers and departments to confirm availability and avoid scheduling conflicts.
  • Maintained confidentiality and HIPAA compliance when handling patient health information.

CSR - Customer Service Representative

CTW Home Collection
10.2021 - 09.2022
  • Addressed and resolved customer inquiries, including billing discrepancies, product issues, and order status questions, ensuring thorough problem-solving and customer satisfaction.
  • Facilitated effective communication and relationship building with customers, providing prompt solutions and maintaining a positive service demeanor.
  • Managed multiple software applications adeptly to navigate customer accounts and service tools during interactions, enhancing response efficiency and accuracy.
  • Answered inbound calls from customers, quickly accessed customer needs and proactively provided solutions.
  • Simultaneously navigated multiple software applications and technologies.

Customer Service Representative

Alorica
10.2019 - 09.2021
  • Company Overview: Duke Energy-Client
  • Handled high call volume inbound and outbound calls, assisting customers with billing inquiries, service start/stop requests, and account updates.
  • Delivered accurate information about energy usage, payment options, and outage updates.
  • Maintained professionalism and empathy while resolving customer complaints or service disruptions.
  • Investigated and resolved billing discrepancies working closely with internal departments.
  • Utilized CRM systems and utility software to access customer records, update account information, and document interactions.
  • Verified HIPAA, pitched sales for renters and homeowners.
  • Adhered to all privacy regulation, including utility customer rights and data security policies.
  • Duke Energy-Client

Customer Service Support

Amazon
03.2017 - 02.2018
  • Responded to customer inquiries by phone, chat and email regarding order, shipping returns, and account issues.
  • Resolved product, delivery, and billing concerns efficiently while ensuring high levels of customer satisfaction.
  • Verified customer identity and account security while updating personal information when necessary.
  • Monitored and escalated suspicious/ fraudulent activity according to Amazon's compliance guidelines.
  • Maintained accurate and detailed documentation of all support cases.
  • Adhered to data privacy, security, and company standards while handling sensitive customer information.

Education

High school diploma -

Ben L Smith High School
North Carolina
06.2014

Skills

  • Sales
  • Customer service
  • SAP
  • Operating Systems
  • Technical support
  • Microsoft Outlook
  • Salesforce
  • Typing
  • Insurance verification
  • Medical documentation
  • Medical terminology
  • Medical Billing
  • CRM
  • Claims processing
  • Data Entry
  • Medical Coding
  • Windows
  • Microsoft Excel
  • Avaya Phone Systems

Certification

Driver's License

Timeline

Customer Care Representative (CCR)

Elevance Health
10.2022 - 04.2025

CSR - Customer Service Representative

CTW Home Collection
10.2021 - 09.2022

Scheduler/Patient Registrar (Part-time) Front Desk Receptionist

Old North State Medical Society (ONSMS)
04.2021 - 06.2023

Customer Service Representative

Alorica
10.2019 - 09.2021

Customer Service Support

Amazon
03.2017 - 02.2018

High school diploma -

Ben L Smith High School

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Bria Battle