Customer Service Management
Resume:
BRITTANY WILCHER
**** ******* *** ***, ********, GA 30093 H: 404-***-**** ********.*******@*****.***
PROFESSIONAL SUMMARY
A self motivated team player capable of generating enthusiasm in others to achieve objectives. Reliable and resourceful,
possess a strong work ethic. Proven ability to handle multiple responsibilities and complete the task in a timely and
efficient manner. Goal driven, experienced, and dedicated Healthcare Administration professional with B.S. degree in
Healthcare Administration; with a little over 3 years related, hands on experience in fast paced and time sensitive
healthcare industry. Adaptable leader and administrator accustomed to providing quality customer service initiatives for
patients, doctors, vendors and staff. Proficient in MS Office PowerPoint, Excel, Outlook and Word, Works, Access,
Internet Research, and Gantt charts.
SKILLS
Analytical and organizational skills Familiar with medical terminology
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Good management and leadership skills Excellent oral and written communication skills
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Familiar with pharmacy and EMR systems Customer service oriented
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Appointment setting Database management
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Proficient in Microsoft Office Multi line phone operation proficiency
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WORK HISTORY
Pharmacy Resolution Specialist, 02/2015 – Current
Cypress Care Duluth, GA
Assisting with incoming Pharmacy, Adjuster and Patient calls
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Contacting Adjusters, Nurse Care Managers, and UR Vendors for prior authorization
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Performing manual overrides in pharmacy processing systems
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Entering new patient referrals
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Building client loyalty
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Clinical guidance, leadership and support for over 200 accounts
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Large Volume Specialist, 09/2013 to 09/2014
Outcomes Health Information Solutions/Remx Alpharetta, GA
Proactive site management and follow up to ensure highest chart retrieval rate for large chart volume
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medical facilities
Identification of all sites/providers affiliated with assigned sites within the scheduling system before calling
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the site.
Develop a positive rapport with site contacts and be customer service point of contact for site contacts.
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Communicating with the ability to articulate information in a clear concise, and professional manner
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Gathered and verified all required client information for scheduling purposes.
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Extensive knowledge of HIPAA Regulations and respect for confidential information
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Receptionist/ Call Center Assistant, 01/2013 to 09/2013
American Kidney Service – Doraville, GA
Screened all visitors and directed them to the correct employee or office.
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Managed call center from initial start up to full operational status.
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Managed high call volume with tact and professionalism.
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Gathered and verified all required customer information for tracking purposes.
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Security Officer, 09/2007 to 03/2012
Allied Barton – Atlanta, GA
Inspecting vehicles/badges/personnel,
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Writing daily reports
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Assisting in the training of new associates
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Working side by side with the client to implicate new procedures
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Proficient in the usage of various monitoring equipment.
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EDUCATION
High School Diploma: May 2006
Stephenson High School Stone Mountain, GA
Healthcare Management and Administration, 2006
Clayton State University Morrow, GA
Associate of Science: Health Care Administration/ Management, 2013
University of Phoenix Phoenix, AZ
Bachelors of Health Services: Health Care Administration/ Management, 2015
University of Phoenix Phoenix, AZ
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