Ready for the next big move

Brooke Goldston

Towson, MD **************@*****.*** 443-***-****

Authorized to work in the United States; no sponsorship required.

Professional Summary

Detailoriented and analytical professional with experience supporting healthcare operations, physician communication, and highvolume customer service environments. Proven track record in coordinating complex workflows, liaising between internal teams and external partners, and ensuring policy compliance. Adept at managing sensitive information, obtaining detailed historical data, and ensuring compliance with organizational procedures. Seeking to leverage hospital experience and referralcoordination skills in a healthcare administrative role.

Core Competencies

Hospital referral protocols and physician liaison

Policy interpretation and compliance

Patient and physician communications

Interdepartmental coordination and escalation

Telephone etiquette and professional rapport

Data gathering, historical information analysis, and problem solving

CRM, documentation, and record-keeping

High-volume, deadline-driven environments

Professional Experience

Account Manager

Discover Credit Card – Towson, MD November 2023 – Present

Resolve complex customer inquiries with strong analytical skills and adherence to policy.

Obtain detailed account history to determine appropriate service solutions.

Maintain highquality communication and professional telephone etiquette.

Navigate multiple systems simultaneously with accuracy and efficiency.

Meet performance metrics related to call quality, compliance, and case resolution.

Quality Assurance Analyst TELUS International – Las Vegas, NV July 2020 to Present

Developed and enforced quality standards for customer experiences across digital platforms, ensuring alignment with company policies and regulatory requirements.

Conducted final review of moderation outputs; interpreted policy requirements to resolve ambiguities for staff escalation.

Gathered and analyzed process data to identify root causes and implement workflow improvements.

Proficient in Google Docs, Google Suite, and Lark.

Healthcare Recovery Advocate / Lead UPS – Las Vegas, NV October 2018 to July 2020

Trained new staff on customer service and healthcare logistics requirements.

Coordinated with medical shippers to ensure timely, compliant deliveries; monitored sensitive shipments.

Delegated tasks and developed solutions for healthcare clients; ensured secure distribution of packages.

Proactively resolved issues, ensuring compliance with healthcare privacy and security standards.

Support Associate / Unit Secretary The Johns Hopkins Hospital – Sidney Kimmel Comprehensive Cancer Unit – Baltimore, MD October 2012 to December 2013

Assisted clinical teams with administrative workflows, patient flow coordination, and department communications.

Supported unit operations through documentation, scheduling, and file management.

Gained exposure to hospital workflows, patient movement, and interdisciplinary coordination.

Legal Assistant LaVan & Neidenberg, P.A. – Plantation, FL December 2014 to November 2017

Conducted legal research and managed document filing; demonstrated strong attention to detail and compliance.

Prepared affidavits and filings; organized case materials for attorney review.

Technical Skills

Google Suite

CRM & MultiSystem Navigation

Lark

Lotus Software

Microsoft Office

Additional Information

Authorized to work in the U.S. without sponsorship.

Strong interpersonal communication and ability to liaise effectively with physicians and healthcare staff.

Proven ability to interpret, follow, and enforce policies and procedures.

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