Brittany Thomas

Serve as the primary point of contact for patients regarding all customer service, administrative, and scheduling needs. Act as a liaison between patients, their families, and healthcare professionals. Provide educational information to patients about treatments, procedures, medications, and follow-up care.

• Managed high call volume with exceptional professionalism and efficiency.
• Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
• Trained new staff on correct procedures, compliance requirements, and performance strategies.
• Communicated regularly with management on front desk performance, identifying areas for improvement or growth opportunities.
• Scheduled and assigned daily work and activities for team members.
• Streamlined communication between patients and healthcare providers, ensuring timely responses to inquiries and concerns.
• Communicated with insurance companies to verify coverage and obtain authorizations for dental treatments and procedures.
• Coordinated with insurance companies for accurate billing and claim processing, reducing errors and financial discrepancies.
• Collaborated with interdisciplinary teams to create seamless transitions between various stages of treatment plans, enhancing continuity of care.
• Provided exceptional customer service, leading to positive online reviews and repeat business from satisfied guests.
• Fostered strong relationships with referral sources for increased network connections, benefiting both the clinic and its patients through expanded resources.
• Acted as liaison between the patient and the various clinic areas and ancillary services to coordinate activities involved in pre-operative planning and preparation
• Acted as a knowledgeable resource for patients seeking information about community resources and support services available to them in their healthcare journey.
• Reduced wait times by implementing an effective appointment reminder system for patients, minimizing no-shows and late arrivals.
• Resolved patient concerns and complaints with empathy and professionalism, restoring trust in healthcare services.
• Maintained a high level of product knowledge to provide accurate information and support to patients
• Built rapport with patients through active listening and empathetic responses, fostering positive relationships.
• Handled escalated calls professionally, effectively resolving complex issues and ensuring patient satisfaction at all times.
• Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for patients
• Implemented a more efficient system for managing dental and medical records, resulting in faster access to crucial information during patient visits.
• Provided compassionate support for families during difficult healthcare decisions
• Managed patient records with strict adherence to confidentiality and accuracy standards.
• Monitored patient progress and adjusted care plans as necessary, contributing to improved health outcomes.
• Improved patient care outcomes with meticulous follow-up on treatment plans and medications.

• Provided service and sales to customers; provided outstanding customer service, while processing incoming mail to the facility for shipping
• Maximized employee performance by setting effective objectives and standard practices
• Maintained vehicles and equipment in safe and working condition; monitored the performance of junior team members and offered support
• Loaded and unloaded shipping containers and vehicles; weighed letters and packages and calculated costs based on classification, weight, and destination
• Evaluated product strategies, promoted new products, maintained client service, and client satisfaction, and monitored sales performance, assisted customers with product selections and purchases
• Maintained and ensured confidentiality of data and mail; prepared all necessary disbursing documents
• Compiled information for a variety of one-time and recurring administrative reports
• Expedited time-sensitive deliveries by accurately identifying priority items during sorting procedures.
• Contributed to increased customer retention rates through personalized interactions showcasing commitment to quality service.

• Prepared reports on staffing levels and status of personnel; evaluated personnel qualifications for special assignments
• Processed and prepared requests for transfer or reassignment; process classification/reclassification actions
• Processed paperwork and standard personnel actions necessary to process members for assignment, enlistment, reenlistment, promotion, awards, performance evaluation, routine boards, separation, or similar matters
• Monitored suspense actions; initiated, monitored, and processed personnel evaluations; applied knowledge of provisions and limitations of Freedom of Information and Privacy acts
• Completed personnel actions to include finances, promotions, legal, etc; verified eligibility, determined/authorized entitlements, and adjusted pay records based on standardized military pay rules, regulations, laws, procedures, or operations governing each pay entitlement
• Performed substantive reviews of military HR records and conducted the necessary research to determine eligibility for personnel actions
• Exemplified excellent time management and multi-tasking skills by leading in the number of resolved incoming calls while processing forms in various systems for clientele
• Reviewed reports, forms, documentation, and other related information concerning Army members and constructed/maintained military HR records
• Obtained specific data needed for completion, verification, and/or updating of personnel forms/records
• Monitored and executed responsibilities regarding all military personnel assignments, reassignments, classification actions, and professional military education; implemented a leave tracker to keep track of personnel on leave and going on leave

This role focused on managing high call volumes and providing exceptional customer support while maintaining professionalism. Customer complaints were resolved empathetically, fostering loyalty. Efficient handling of escalated calls ensured satisfactory resolutions. The role also involved responding to product inquiries and assisting with online orders, along with collaborating on best practices to improve customer experience and reduce call handling times.

• Managed high call volumes while providing exceptional customer support and maintaining professional composure.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Assisted customers in navigating company website and placing online orders, improving overall user experience.
• Collaborated with team members to develop best practices for consistent customer service delivery.
• Improved resolution time with effective problem-solving for customer complaints.
• Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.