Customer Service Professional and Patient Support

Brittany Ward

Durham, NC

919-***-**** ️ ********.**@*****.***

PROFESSIONAL SUMMARY

Dedicated and customer-focused Customer Service Professional with several years of experience handling high-volume inbound and outbound phone calls in fast-paced call centers and healthcare environments. Skilled at actively listening to customer concerns, resolving issues efficiently, and providing exceptional service while maintaining professionalism and empathy. Experienced in account research, data entry, appointment scheduling, insurance verification, and navigating multiple computer systems simultaneously. Strong communication, problem-solving, and conflict-resolution skills with a proven ability to build rapport, de-escalate challenging situations, and ensure a positive customer experience. Committed to meeting performance goals, maintaining accuracy, and delivering quality service on every call.

CORE COMPETENCIES

Customer Service Excellence

High-Volume Inbound & Outbound Calls

Call Center Operations

Customer Issue Resolution

Active Listening & Communication

Account Research & Problem Solving

Conflict Resolution & De-escalation

Appointment Scheduling & Registration

Insurance Verification & Benefits Education

Documentation & Data Entry Accuracy

Customer Relationship Management (CRM)

Multi-Line Phone Systems

Quality Assurance & Service Standards

HIPAA Compliance & Confidentiality

Time Management & Multitasking

Escalation Management

Team Collaboration & Support

Process Improvement

Training & Staff Assistance

Microsoft Office Suite

EPIC & Clinical Maestro

PROFESSIONAL EXPERIENCE

Duke Health System — Durham, NC

Patient Service Representative November 2025 – Present

Handle a high volume of inbound and outbound customer calls while providing exceptional service and support.

Assist patients with insurance verification, benefit inquiries, appointment-related questions, and account concerns.

Research and resolve customer issues by coordinating with insurance providers, clinical departments, and internal teams.

Educate patients regarding coverage, authorizations, referrals, and financial responsibilities.

Accurately document customer interactions and update electronic records in EPIC and other systems.

Follow up on unresolved inquiries to ensure timely resolution and customer satisfaction.

Maintain productivity, quality, and service standards in a fast-paced call center environment.

Ensure compliance with HIPAA regulations and organizational policies.

Duke Health System — Durham, NC

Access Specialist II December 2024 – November 2025

Responded to patient inquiries regarding insurance claims, denials, authorizations, billing concerns, and payment options.

Resolved account issues and coordinated solutions to prevent delays in patient care.

Provided financial counseling referrals and assisted patients with navigating healthcare processes.

Maintained professionalism and empathy while handling complex or sensitive customer concerns.

Met departmental performance metrics for call quality, accuracy, and customer satisfaction.

Duke Health System — Durham, NC

Service Access Team Lead November 2023 – November2024

Supported front-line staff in delivering exceptional customer service and resolving escalated customer concerns.

Served as a resource for complex account issues, insurance questions, and service recovery situations.

Monitored workflows and identified opportunities to improve customer experience and operational efficiency.

Assisted with training and coaching staff in communication techniques, customer service standards, and system processes.

Managed shared communication channels, ensuring timely responses and issue resolution.

Collaborated with leadership to improve service delivery and team performance.

Duke University Hospital — Durham, NC

Financial Care Counselor May 2022 – November 2023

Assisted patients via phone and in person with insurance questions, financial concerns, and payment options.

Communicated complex healthcare and insurance information in a clear, customer-friendly manner.

Coordinated with insurance carriers and internal departments to resolve customer inquiries.

Maintained accurate documentation and ensured positive customer experience throughout the resolution process.

Supported staff training and system adoption as Clinical Maestro Care Super User.

Duke University Hospital — Durham, NC

Patient Service Associate October 2021 – May 2022

Answered patient calls, scheduled appointments, and addressed registration and insurance-related inquiries.

Provided excellent customer service while managing multiple priorities in a high-volume environment.

Assisted patients with appointment reminders, follow-up communications, and general account support.

Ensured accurate documentation and data entry while maintaining confidentiality.

Great Clips — Durham, NC

Store Manager December 2012 – September 2021

Delivered exceptional customer service while managing daily business operations.

Resolved customer concerns and service issues to maintain high satisfaction and retention.

Trained, coached, and supervised staff on customer service best practices.

Managed scheduling, staffing, and performance in a fast-paced customer-focused environment.

EDUCATION & CERTIFICATIONS

Bachelor of Science in Healthcare Management

University of Phoenix April 2024

Associate degree

ECPI University December 2021

ADDITIONAL QUALIFICATIONS

Extensive experience providing exceptional customer service in fast-paced, high-volume call centers and healthcare environments.

Strong verbal and written communication skills with the ability to build rapport and deliver positive customer experiences.

Proven ability to effectively handle customer inquiries, resolve concerns, and de-escalate challenging situations with professionalism and empathy.

Skilled at multitasking while managing multiple systems, documenting customer interactions, and maintaining accuracy.

Demonstrated ability to meet productivity, quality, and customer satisfaction goals in high-volume service environments.

Adapt quickly to new technologies, procedures, policies, and customer service initiatives.

Experience training, mentoring, and supporting team members to ensure consistent service excellence.

Strong problem-solving and critical-thinking skills with a focus on first-call resolution and customer retention.

Committed to maintaining confidentiality, professionalism, and compliance while delivering outstanding customer support.

Proven ability to work independently and collaboratively in remote, hybrid, and on-site customer service settings.

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