Customer Service Representative

Brittany Talley

Brittany Talley

Marshall, TX ***72 ************@*****.*** 903-***-****

Willing to relocate 5+ Years Remote 10+ Years in Healthcare Call Centers Professional Summary

Experienced and compassionate Customer Service Representative with 10+ years in healthcare call centers, including over 5 years of remote work. Proven track record in clinical support, patient advocacy, insurance verification, and claim resolution. Adept at training new hires and taking on informal lead roles, helping improve team performance and call quality. Technically skilled in EMR systems, Microsoft Office, and billing software. Dedicated to delivering outstanding service and support to patients and providers.

Professional Experience

Custodian (Part-Time, Evenings)

RedBird Cleaning - Marshall, TX

August 2024 - Present

- Maintain cleanliness and sanitation standards at a local bank branch

- Perform routine cleaning duties including trash removal, dusting, floor care, and restroom sanitation

- Ensure security protocols are followed while cleaning in financial institution settings Patient Support Specialist

CCS Medical - Dallas, TX (Remote)

April 2023 - Present

- Assist patients with medical supply orders in a call-center environment

- Provide clinical support by verifying prescriptions and navigating EMR systems

- Enroll new customers, verify insurance, and set up payment plans

- Serve as peer mentor for onboarding new team members and training updates

- Occasionally handle claim submissions and escalated patient inquiries Customer Service Representative

VSP (Vision Service Plan) - Dallas, TX (Remote)

August 2021 - February 2022

- Delivered phone-based support for vision plan members and providers Brittany Talley

- Answered questions regarding eligibility, benefits, and claims

- Assisted in training new agents during peak open enrollment Customer Service Representative

Quest Diagnostics / United Healthcare - Addison, TX (Remote) December 2018 - March 2020

- Provided clinical billing support for lab patients, resolving complex insurance issues

- Processed payments, coordinated with healthcare providers, and updated EMRs

- Selected to help train seasonal agents and support team quality initiatives Health Advocate

UnitedHealth Group - Irving, TX (Remote)

July 2017 - December 2018

- Provided clinical and insurance support to Medicare members

- Scheduled appointments, explained benefits, submitted prior authorizations

- Acted as informal lead during shift changes, assisting with escalated calls Insurance Agent / Customer Service Rep

The Results Company - Paris, TX (Remote & Onsite)

August 2014 - February 2017

- Licensed to enroll members in WellCare Medicare/Medicaid plans

- Assisted both patients and providers with claims and benefits

- Coached junior reps on compliance, product knowledge, and script delivery Housekeeper / Certified Nurse Aide

Spring Lake Assisted Living & Memory Care - Paris, TX August 2009 - May 2014

- Provided personal and clinical support to elderly residents

- Assisted with ADLs, medication reminders, transport, and meal prep Education

High School Diploma

Brittany Talley

Paris High School - Paris, TX June 2008

Certifications & Licenses

- Life & Health Insurance License

- Microsoft Certified: Azure Fundamentals

Skills

- Remote Work (5+ Years)

- Clinical & Patient Support

- Insurance Verification & Claims

- EMR Systems (Epic, others)

- Microsoft Office Suite

- Training & Peer Leadership

- Call Center Operations

- ICD-10, CPT, ICD-9 Billing

- Customer Advocacy

- HIPAA Compliance

- Problem Solving & Escalation

- Custodial & Janitorial Services

- Housekeeping & Personal Care

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