Brittney Caldwell
Kannapolis
Summary
Highly talented diverse business associate with over 10 years of experience in Customer Service providing impeccable business relations and support pursuing opportunities to partner with an organization focused on solving complex problems, exceeding high performance objectives, implementing practices to increase efficiency.
Experienced with administrative support in medical settings, ensuring smooth patient interactions and efficient operations. Utilizes strong organizational skills and attention to detail to manage healthcare processes effectively. Knowledge of electronic health records, appointment scheduling, and patient communication to enhance service quality.
Healthcare professional with strong background in providing administrative support in medical environments. Proven ability to manage high-volume patient interactions and ensure accurate and timely documentation. Reliable team player focused on achieving efficient workflows and adapting to changing needs. Skilled in electronic health records management and patient communication.
Overview
13
13
years of professional experience
Work History
Customer Support Specialist
Dominion Energy (remote)
10.2020 - Current
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Developed knowledge base of frequently asked questions and solutions, facilitating faster issue resolution.
- Spearheaded cross-department initiative to streamline communication, resulting in quicker problem-solving for customers.
- Streamlined support ticket system to reduce response times, significantly improving customer service efficiency.
- Resolved customer complaints with empathy and patience, restoring client confidence in company.
- Offered assistance in implementing and developing training programs.
- Improved customer retention by offering personalized solutions and follow-ups for ongoing issues.
Lead Sales Advisor
Aetna (hybrid-remote)
01.2018 - 05.2020
- Answered a high volume of incoming service requests from national customers through various systems, as well as entered service requests, and updated information
- Lead a team of 8-10 members supporting organizational and team goals of ensuring customer satisfaction
- Educated customers of healthcare plans, acts and establishments
- Provided required documentation by taking thorough notes on customer accounts, processing payments, and making adjustments utilizing the required electronic systems.
- Maintained strict compliance with HIPAA regulations, ensuring the protection of sensitive patient information.
- Promoted effective communication among medical staff by serving as a reliable liaison between physicians, nurses, and administrative personnel.
- Provided backup support to office staff by completing billing and filing tasks, answering phones and scheduling appointments.
- Increased patient access to care by effectively coordinating referrals to specialists and diagnostic services.
- Reduced errors in billing by diligently verifying insurance coverage and obtaining necessary prior authorizations for procedures.
- Maintained a strong understanding of insurance policies, enabling prompt resolution of billing discrepancies and reduced claim denials.
- Provided exceptional customer service to patients, visitors, and colleagues, fostering a welcoming environment at all times.
- Verified and updated clinical records.
Business Care Consultant
United Health Care
01.2015 - 01.2018
- Handles inbound calls, while managing databases of customer information, resolving inquiries, and conducting needs-based analysis to build relationships with new and existing members
- Ensures services delivered to members meet their needs through the tracking and documentation of calls and notating of accounts in electronic databases as required
- Clarifies customer requirements; probing for understanding, using decision-support tools and resources to appropriately provide resolutions to the customer through the referral of published materials, secondary sources, or senior staff
- Maintains basic knowledge of client products and/or services and offers additional products and services
- Helped improve patient outcomes by educating and advising on relevant treatments and care.
- Implemented care and efficiency improvements to support and enhance office operations.
- Liaised with patients and addressed inquiries, appointment requests and billing questions.
- Collaborated with medical and administrative personnel to maintain patient-focused, engaging, and compassionate environment.
- Performed medical records management, including filing, organizing and scanning documents.
- Maintained a strong understanding of insurance policies, enabling prompt resolution of billing discrepancies and reduced claim denials.
- Organized patient records to research records, extract medical information and review records for completeness and accuracy.
- Interviewed patients to verify and update clinical and demographic records.
- Supported efficient office operations through proficient handling of administrative tasks such as filing, data entry, and record maintenance.
- Promoted effective communication among medical staff by serving as a reliable liaison between physicians, nurses, and administrative personnel.
Customer Service Assistant
Tisun Beauty Supply
01.2014 - 01.2015
- Fulfilled all retail clerk duties in a high-end sales outlet
- Maintained high level Product Knowledge
- Demonstrated expert level communication skills to zero in on true customer needs
- Coordinated with retail sales representatives team to provide excellent customer services
- Answered customer questions about product availability and shipment times.
- Managed customer complaints effectively, offering solutions that exceeded expectations.
- Assisted customers with product selection, providing detailed information on features and benefits.
- Utilized problem-solving skills to address customer queries and complaints.
- Achieved high levels of accuracy when processing transactions/orders which led to reduced errors and increased customer satisfaction.
- Promptly responded to inquiries and requests from prospective customers.
- Maintained up-to-date knowledge of product and service changes.
Patient Services Facilitator
Convergys
01.2012 - 01.2014
- Built and managed the relationship between the organization and key customers by demonstrating empathy and listening attentively to customer needs
- Processed payments using systems provided as well as providing balances owed to organization
- Greets customers in a courteous, friendly, and professional manner and listens attentively to the needs and concerns; while demonstrating empathy to maximize opportunities to build rapport with the customer
- Resolve technical issues related to network interruptions
- Built rapport with diverse groups of stakeholders by demonstrating empathy, active listening skills, and cultural competence during facilitated sessions.
- Fostered an inclusive learning environment by addressing diverse needs and adapting facilitation techniques as needed.
- Enhanced team productivity by leading engaging training sessions focused on effective communication strategies.
- Advised parties on dispute resolution processes, policies and procedures, helping disputants make informed choices.
Education
Licensed Cosmetologist -
Empire Beauty School
01.2011
High School Diploma -
Concord High School
Concord, NC06-2003
Skills
- Prioritizing Workflow
- Productivity
- Healthcare billing
- Operational Efficiency
- Patient records maintenance
- Customer relationship management (CRM)
- Patient care coordination
- Customer response
- Data entry proficiency
- Medical billing experience
- Electronic health records management
- Conflict resolution techniques
- Background in medical billing
- Patient communication
- Insurance authorizations
- Insurance verification
- Insurance claims
- Recordkeeping skills
- Professionalism and ethics
Accomplishments
Aetna Sales agent of the year of 2019
Timeline
Customer Support Specialist
Dominion Energy (remote)
10.2020 - Current
Lead Sales Advisor
Aetna (hybrid-remote)
01.2018 - 05.2020
Business Care Consultant
United Health Care
01.2015 - 01.2018
Customer Service Assistant
Tisun Beauty Supply
01.2014 - 01.2015
Patient Services Facilitator
Convergys
01.2012 - 01.2014
Licensed Cosmetologist -
Empire Beauty School
High School Diploma -
Concord High School
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