Patient & Customer Service Operations Lead
Resume:
.
CONTACT
Delray Beach, FL *****
**********@*****.***
Key Skills & Competencies
● Leadership experience managing
departmental operations
● Strong training and onboarding
capabilities
● Effective verbal and written
communication
● Proficient in Microsoft Office Suite and
document management tools
● Professional, detail-oriented, and
client-focused
● Proven ability to deliver exceptional
customer service
● Quick to adapt, self-motivated, and
dependable
● 10+ years of Patient & Customer
Experience
● Patient confidentiality
● HIPAA Compliance
● Workplace Cleanliness
● Quality Control Procedures
● Data Verification
● Insurance Verification
● Workflow Optimization
● Customer Service
● Active Listening
● Data Entry
● Problem-solving abilities
● Computer Proficiency
● Hospital & Pharmacy Experience
BRIGITTE BRAMMER
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer/medical service best practices and adept at exploring different solutions to address customer needs effectively.
WORK HISTORY
January 2026 - May 2026
Customer Service Representative Acme Insurance Agency, Delray Beach. Fl
● Respond to inbound and outbound customer inquiries regarding health insurance benefits, coverage, claims, eligibility, and policy information..
● Research and resolve customer concerns, complaints, and billing discrepancies in a timely and professional manner.
● Process policy changes, enrollment updates, cancellations, and other account maintenance requests.
● Document all customer interactions accurately within company databases and customer relationship management (CRM) system
● Maintain compliance with HIPAA regulations and company policies while handling confidential health information.
● Meet performance metrics related to customer satisfaction, call quality, productivity, and first-call resolution.
● Provide exceptional customer service by demonstrating empathy, professionalism, and effective problem-solving skills. November 2024- November 2025
Administrative Assistant / Customer Service Supervisor - Deerfield Beach, FL
EDUCATION
January 2020
B.S. Psychology minor in Sociology
Florida Atlantic University
January 2015
High School Diploma
Spanish River High School, Boca
Raton, FL
CERTIFICATIONS
Pharmacy Technician (PTCB) -2024
REFERENCES
FOREST DUAYNE BATES- OWNER
MANDY AND FRANCESKA -
PHARMACISTS OF WALGREENS
HAILEY- BOSS
JULIAN MARTINEZ-MANAGER
● Completed daily CPA reports accurately and efficiently.
● Conducted quality assurance reviews of sales calls to ensure compliance with company standards and performance
expectations.
● Trained and supported Customer Service Representatives on processes, procedures, and customer service best practices.
● Developed and maintained Standard Operating Procedures (SOPs) for new processes and office procedures.
● Created and updated training manuals and reference materials for daily office tasks and operations.
● Provided direct administrative and operational support to the owner, assisting with day-to-day business operations and priorities
● Acted as a liaison between the company and key business partners, including Liberty Mutua,, ensuring clear communication and effective coordination.
November 2023 - August 2024
Specimen Accessioner Prince Laboratories, Deerfield Beach, FL
●Facilitated smooth operations by coordinating with laboratory staff and ensuring proper communication regarding specimen status.
●Expedited troubleshooting efforts for problematic samples, liaising closely with technical staff to achieve swift resolution and minimize impact on turnaround times.
●Promoted patient satisfaction with prompt resolution of inquiries related to specimen collection or testing procedures.
●Demonstrated adaptability in adjusting priorities according to changing demands while maintaining focus on accuracy and efficiency. February 2021 - November 2022
Sales/Verification/Processor Main Street Media, Deerfield Beach, FL
●Supported team members in their tasks, contributing to overall success.
●Maintained accurate records and ensured timely completion of all necessary paperwork.
●Boosted sales revenue by implementing effective sales strategies and building strong client relationships.
●Increased sales revenue by developing and implementing effective sales strategies.
●Managed high call volumes while providing exceptional customer support and maintaining professional composure.
●Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
●Developed expertise in various processing systems for increased efficiency and accuracy.
●Utilized strong analytical skills to identify potential risks or discrepancies within processed documents quickly.
January 2017 - May 2021
Senior Pharmacy Tech Walgreens, Deerfield Beach, FL
● Processed prescription orders accurately and efficiently while maintaining compliance with pharmacy policies and regulatory requirements.
● Assisted pharmacists with prior authorizations (PAs) by coordinating with insurance companies, healthcare providers, and patients to obtain necessary approvals.
● Submitted, tracked, and followed up on prior authorization requests to help minimize prescription delays and improve patient access to medications.
● Verified insurance coverage, processed prescription claims, and resolved billing and rejection issues.
● Provided training, guidance, and support to pharmacy technicians and new team members.
● Coordinated daily pharmacy workflow to ensure prescriptions were processed accurately and efficiently.
● Communicated with physicians’ offices, insurance providers, and patients to resolve prescription and insurance-related issues.
● Maintained accurate patient records and protected confidential health information in accordance with HIPAA requirements.
● Assisted pharmacists with medication-related administrative tasks while prioritizing patient safety and quality service.
● Supported inventory management, medication ordering, and stock organization to maintain adequate medication availability.
● Delivered professional and compassionate customer service while addressing patient questions and concerns.
● Assisted with workflow management and served as a senior resource for technicians during high-volume periods.
(July 2016-October 2017)
●Head of Processing Department/ Administration SLS- Student Loan Savior,Deerfield Beach, FL -> ADC- American Debt Consolidation (June 2015-June 2016)
● Managed and supervised the Processing Department, overseeing loan consolidation applications and ensuring accurate, timely submission of all required documents
● Trained and supported staff in client communication, document handling, and program guidelines to maintain compliance and efficiency
● Conducted welcome and verification calls, collected proof of income, and clearly explained loan consolidation options and payment timelines to clients
● Delivered excellent customer service by resolving inquiries, managing email correspondence, and coordinating with internal departments for smooth client transitions
(June 2015-June 2016)
Phone Sales Agent ADC- American Debt Consolidation, Boynton Beach FL
● Provided exceptional phone-based support by answering calls, setting appointments, collecting payments, and clearly explaining program options to clients
● Accurately processed and verified client information, coordinated welcome and verification calls, and ensured seamless handoff to the processing department
● Skilled in using various CRMs, resolving client issues efficiently, and effectively communicating and selling services over the phone in a fast-paced office environment
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