Compassionate Patient Support Specialist and Administrator

SHENILLE BRITE

Atlanta, GA Phone: 404-***-**** E-Mail: ************@*****.***

PROFESSIONAL SUMMARY

Compassionate and service-driven professional with 20+ years of experience in patient support, customer service, and technical assistance across healthcare, government, and SaaS sectors. Skilled in navigating sensitive conversations, coordinating care-related processes, and resolving issues with empathy and precision. Demonstrated ability to communicate clearly, maintain confidentiality, and support high-volume operations in remote and fast- paced environments. Passionate about advocating for patient needs and delivering high- quality support through every interaction.

EXPERIENCE

Management and Program Analyst

Centers for Disease Control and Prevention, Remote – July 2024 – May 2025

• Directed end-to-end onboarding and off boarding activities for staff, ensuring seamless transitions and system readiness.

• Partnered with HR and program leads to troubleshoot personnel matters and align telework schedules in WFMS.

• Maintained accuracy and compliance while working with sensitive employee data across EHCM, PBMS, and SharePoint systems.

• Delivered cross-functional administrative support, facilitating communication between branch leadership and central offices.

• Tracked and updated personnel charts and coordinated workspace assignments using IFMS.

Buyer

McKesson, Remote – April 2024 – July 2024

• Managed vendor and team communications, streamlining documentation and order processing.

• Resolved discrepancies in SAP and ensured data accuracy across inventory and purchasing systems.

• Maintained clear communication with internal teams to support time-sensitive service delivery.

Program Specialist

Fortrea, Remote – October 2023 – March 2024

• Supported patients by coordinating benefits and responding to urgent medication inquiries, following standard operating procedures in a high-volume environment.

• Responded to inquiries with empathy and professionalism, guiding patients through complex benefit processes.

• Acted as a trusted liaison between patients and program administrators to resolve issues and enhance the patient experience.

Customer/Product Support Representative II

McKesson, Alpharetta, GA – July 2006 – November 2021

• Responded to high volumes of inbound calls, assisting pharmacy clients with real-time technical issues, alerts, and device troubleshooting.

• Escalated critical issues according to standard operating procedures and ensured accurate case documentation in internal systems.

• Maintained HIPAA compliance while handling sensitive patient and pharmacy data across various platforms.

• Mentored new team members and contributed to a supportive, solutions-oriented service environment.

• Built lasting client relationships, resulting in over $25K in additional business through exceptional service delivery.

EDUCATION

Bryant & Stratton College, Milwaukee, WI

Completed coursework in Health Science

SKILLS

Problem-Solving • Active Listening • Empathetic Communication • Team Collaboration Critical Thinking • Remote Support • Medical/Technical Documentation • Confidentiality TRAINING & CERTIFICATIONS

Situational Leadership • Building Rapport • Conflict Resolution • Coaching Effortless Experience • Adapting to Change • CRM Tools • SAP • Salesforce • Microsoft Office Suite

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