Customer Service Business Operations

Brittany Anderson

**** * ****** **., ********, IL 60551 815-***-****

********.***********@*****.***

Professional Summary

Results-driven professional with over a decade of experience in healthcare administration, customer service, and business operations. Skilled in managing client relationships, handling escalations, coordinating multi-functional teams, and improving operational workflows. Proven ability to communicate effectively with internal stakeholders, brokers, and third-party administrators. Excels in high-volume environments while maintaining focus on client satisfaction, accurate documentation, and continuous process improvement.

Professional Experience

MetLife

Billing Account Representative [September 2021- current]

Provided end-to-end administrative and financial support to a portfolio of large group insurance clients, ensuring timely and accurate billing, reconciliation, and implementation of services.

Served as liaison between clients, brokers, third-party administrators, and internal departments to resolve complex issues and deliver exceptional service.

Developed customized financial reports, conducted trend analysis, and participated in strategic planning initiatives to support client retention and satisfaction.

Coordinated onboarding and implementation of new products, updating system data and maintaining client-specific documentation and process manuals.

Led internal and client-facing meetings to address account needs, troubleshoot challenges, and recommend plan design alternatives.

Partnered with Financial Consultants to prepare historical data and support renewal, underwriting, and audits.

Maintained up-to-date knowledge of MetLife product offerings, market trends, and competitor strategies to support consultative client conversations.

OSF Medical Group

Medical Office Assistant September 2020 – September 2021

Delivered high-quality customer service in a fast-paced clinical environment, managed patient registration, insurance verification, and billing inquiries.

Supported medical staff by collecting diagnostic specimens, conducting point-of-care tests, and maintaining accurate patient records.

Handled incoming communications and coordinated scheduling for clinical procedures, improving patient experience and office efficiency.

OSF St. James Hospital

Patient Care Tech/CNA October 2018 – September 2020

Provided compassionate care and assistance with daily living activities while supporting medical and nursing staff.

Maintained cleanliness of patient environments and facilitated communication between patients, families, and healthcare professionals.

Performed administrative tasks such as chart preparation, data entry, and documentation review.

Fairview Haven Hillside Rehab & Care Visiting Angels

Certified Nursing Assistant / Caregiver 2016 – 2019

Delivered personalized care to patients in residential and home settings.

Maintained patient documentation and followed established care plans.

Communicated with families and supervising staff to ensure coordinated care.

Atlas Physical Therapy

Therapy Assistant / Front Desk June 2015 – May 2016

Managed patient intake, insurance verification, and scheduling.

Assisted in therapeutic services and maintained treatment area organization.

Symphony at the Tillers

CNA / Rehab Technician July 2011 – May 2016

Supported rehab team in patient care and mobility assistance.

Documented patient vitals and therapy progress.

Education

Bachelor of Science in Healthcare Administration

St. Louis College of Healthcare Careers – Fenton, Missouri August 2020

Associate in applied science – Occupational Therapy Assistant (OTA)

St. Louis College of Healthcare Careers – Fenton, Missouri December 2018

Key Skills

Client Relationship Management

Group Insurance Administration

Project Management & Implementation

Financial Reporting & Data Analysis

Customer Service Excellence

Cross-Functional Collaboration

Microsoft Office Suite (Excel, PowerPoint, Word)

Documentation & Process Development

HIPAA & Healthcare Compliance

Strong Communication (Written & Verbal)

Organized, Flexible, and Self-Motivated

Life, Disability, Dental, and Absence Product Familiarity

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