Customer Service High School
Resume:
******************@*****.*** ***-***-
Brianna Thornton
Objective: Highly- motivated employee with a desire to take on a new challenge. Strong work ethic, adaptability and exceptional interpersonal silks. Adept at working effectively unsupervised and quickly mastering new skills to best enhance the organizational brand. Education: 2023- Present ECPI University Raleigh, NC Associate of Applied Science
2018-2021 Northern High School Durham, NC
High School Diploma
Experience:
June 2024 – October 2024 Sports endeavors Hillsborough, NC Part time/temp Customer service rep
• Help customers with their needs and concerns by providing information, resolving complaints, and taking orders.
• Resolve customer complaints, handle returns, and process billing or payments.
• Help customers with service issues, identify cause of service interruptions, and update customer accounts. • Communicate with customers by phone, email or in chat. June 2023 - December 2023 Aston Carter Morrisville, NC Care Coordinator
● Serve as an advocate to patients regarding program enrollment, reimbursement process, affordability support and general access for prescribed therapy
● Serves as direct point of contact to assigned health care providers for ongoing support and relationship development by acquiring and delivering detailed information regarding a program and/or a patient
● Serve as an expert on reimbursement, co-pay, foundation assistance and PAP issues and be responsible for handling patient and healthcare provider interactions
● Provides unparalleled customer service while serving as a brand advocate and program representative;
● Inbound/Outbound calling to insurance companies, providers and patients to obtain and rely on benefits.
● Understands the importance of achieving quality outcomes and commit to the appropriate use of resources
● Improve patient outcomes through advocacy, communication, education and facilitation of services
● Maintains a high level of ethical conduct regarding confidentiality and privacy, HIPPA
● Conflict Resolution
● Partner with the prescriber and patient to remove all non-clinical barriers to patient access to prescribed therapy
● Knowledge and understanding of the different types of major payers including private/commercial and government (Medicare, Medicaid, VA and DOD). Act as an assigned liaison to client contacts (e.g. regional contact for sales representatives)
● Maintains records in accordance with applicable standards and regulations to the programs/promotions
● Establish relationships, develop trust, and maintain rapport with patients and healthcare providers.
● Follow program guidelines and escalate complex cases according to program policy and procedures. June 2022 – January 2023
Patient Care Assistant ( PCA)
• Provided direct patient care, including assisting with daily activities such as bathing, dressing, and mobility.
• • Monitored and recorded patient vital signs, reporting changes to medical staff.
• • Supported patients with medication reminders and ensuring comfort and safety.
• • Assisted in the preparation and maintenance of patient rooms, ensuring a clean and safe environment.
• Collaborated with healthcare teams to deliver high-quality patient care and support.
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December 2021 -– March 2022 Labcorp Cary, NC
Reimbursement Specialist
● Completed medical/pharmacy benefit investigations, submit prior authorization and appeals documentation
● Reviewed and processed reimbursement requests in according to company policies and procedures.
● Knowledge of payer types - private/government payers
● Collaborate with the billing team to ensure accurate and timely submission of insurance claims.
● Perform in-depth analysis of rejected claims, identify root causes, and implement corrective actions to reduce denials.
Skills: Organization, Data Entry, Attention to Detail, Decision Making, Independence, Computer Knowledge,
Salesforce, Listening Skills, Professionalism, Patient Advocacy, Care Coordination, Case Documentation,
Reference: Available upon request.
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