BRIANNA POUNDS

*** ******** ***** *****, ** ***** 478-***-**** ad45zi@r.postjobfree.com

PROFESSIONAL PROFILE

Customer service focused professional able to provide support in a medical office or remote setting to include scheduling patient appointments, functioning as receptionist to patients, visitors, and/or members organizing and filing paperwork.

•Ultimate Medical Academy – HIPAA Essentials for Healthcare Professionals Certificate.

•Communication skills necessary to deal effectively with patients and healthcare providers.

•Follow policies, procedures, and guidelines to ensure consistent quality.

•Adapt to change and new challenges and able to develop relationships with diverse populations. Microsoft Office Applications – Word, Excel, and PowerPoint.

KEY QUALIFICATIONS

Medical Administrative Assistant Medical Terminology Medical Transcription Patient Processing

Patient Registration Medical Records Management Check In Check Out Data Entry Release of Information

HIPAA Compliance Medical Laws & Ethics CMS 1500 Claim Form Billing Cycle

Claims Appeal Process Medical Billing Knowledge Third Party Billing Medicare Medicaid HMO PPO

Basic Coding Skills for ICD-10 & CPT v Insurance Verification Anatomy & Physiology

EDUCATION

Ultimate Medical Academy Associate of Science Degree / Health Sciences – Medical Administrative Assistant, 2022

West Side High School High School Diploma, 2016

WORK EXPERIENCE

ResultsCX- Remote

10/2023-12/2023

Customer Service Rep I

•Properly handling all telephone inquiries.

•Investigate, research, process, resolve and respond to member, provider and agent inquiries. Update membership information following customer service guidelines.

•Educate new and existing members and providers concerning BCN Advantage policies/procedures and benefits through telephone inquiries.

•Investigate, process, resolve and respond to member, provider, or agent inquiries received via telephone, written correspondence, or in person regarding benefits, eligibility, material forms, ID cards, PCP changes, claims, complex inquiries and quality of care issues.

•Educate new and existing members, providers, or agents concerning BCN Advantage policies, procedures and benefits through daily telephone inquiries.

•Update membership information following BCN Advantage member services guidelines.

•Maintain positive relationships and interactions with employees, enrolled members, potential members, providers, employer groups, and vendors

•Special projects and other duties as assigned.

Conduent – Remote/Healthcare Call Center Associate 05/2023- 09/2023

Customer Service Rep

•Assist customers with questions, inquiries, and issues related to their healthcare coverage.

•Manage a steady volume of incoming calls from customers while navigating multiple systems.

Sitel Group- Remote

2/2023-04/2023

Intuit CG TurboTax

CSR

•Inbound phone and video customer service/technical support. Handle technical support questions via phone, with video capability.

•Research, analyze and determine an appropriate course of action for TurboTax customers.

•Interact with customers via phone focusing on software navigation questions as well as assisting customer with locating prior years’ returns and amendments.

•Document all issues, resolution and follow up actions

•Required to use Smart Look™ screen share to assist customer via one-way video.

QuickBooks

11/2022-02/2023

Product Support

•assist small business owners by answering a variety of inbound customer inquiries via phone in support of QuickBooks (accounting software)

•Assist by trouble-shooting technical issues

Door Dash – Macon, GA 08/2021 – Present

Delivery Driver / Customer Service

•Deliver high quality, in-person customer service as an independent food delivery driver.

•Ensure timely delivery to build brand loyalty, process payments, and follow procedures.

•Work independently in a minimally structured environment and remain flexible and dependable.

SAS Retail Services – Macon, GA 02/2021 – 04/2021

Merchandiser

•Read planograms to execute retail merchandising tasks, met deadlines, and provided courteous customer service.

•Set up, organized, and displayed merchandise on sales floor.

•Interfaced effectively with clients and managers in a positive, cooperative, and professional manner.

•Documented hours worked and took and posted before and after pictures on portal.

Bass Pro Distribution Center – Macon, GA 10/2019 – 12/2019

Warehouse Associate

•Scanned and picked orders from various locations in the warehouse and loaded onto pallets.

•Packed orders and placed boxes on the line to be sorted and labeled for shipping.

•Followed procedures, and worked effectively in a fast-paced, deadline-driven environment.

Walgreens – Macon, GA 05/2018 – 07/2018

Retail Cashier / Customer Service Associate

•Served as direct point of contact, answered inbound calls, provided information, and delivered excellent customer service with a positive attitude.

•Operated cash register, scanned merchandise, accepted payments, counted and document money in till, and kept work area clean and organized.

•Worked as part of a team and interacted with diverse customers and staff members.

Prior work history includes experience as a Material Handler, Server, and Retail Sales Associate

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