Brittany Gray
Palmdale,CA
Summary
Passionate and dedicated Medical Customer Service professional with 7+ years of experience in providing exceptional service and support to patients, healthcare providers, and insurance companies. Skilled in handling a variety of inquiries, resolving issues promptly, and ensuring patient satisfaction. Strong background in medical terminology and some knowledge of insurance processes. Proven ability to multitask, prioritize workload effectively, and work collaboratively with healthcare teams to deliver high-quality patient care. Adept at maintaining confidentiality, maintaining accuracy in documentation, and upholding compliance with healthcare regulations. Seeking to leverage my expertise and customer service skills to contribute to a reputable healthcare organization.
Overview
8
8
years of professional experience
Work History
Technical Representative
Quest Diagnostics
06.2017 - Current
- Demonstrated strong communication skills in handling inquiries received by telephone, fax, or email regarding reporting of patient results, inquiries of tests and services, concerns of service failures and other duties to provide superior service.
- Report laboratory results to clients and patients using established protocols
- Contact the client to resolve routine matters related to patient testing and result reporting
- Provide education and guidance to clients about Quest Diagnostics lab processes
- Lead by example in demonstrating "gold standards" behavior.
- Skilled in QLS, ADT, Five9, Quanam, and Salesforce systems.
- Managed accounts for technical support, addressing customer inquiries and concerns in a timely manner.
- Cultivated strong relationships with clients through regular communication and follow-up to ensure satisfaction and address any concerns promptly
- Implemented client feedback to improve services and offerings, resulting in increased client retention and loyalty
- Collaborated with cross-functional teams to streamline processes and enhance the overall customer experience
- Followed strict laboratory protocols and safety procedures to ensure accurate and reliable test results
- Maintained accurate records of test results and communicated findings to physicians and healthcare providers for patient care
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Maintained up-to-date knowledge of product and service changes.
- Investigated and resolved customer inquiries and complaints quickly.
- Cross-trained and backed up other customer service managers.
- Trained new personnel regarding company operations, policies and services.
- Trained staff on operating procedures and company services.
Education
Certification - Pharmacy Technician
Florida Gulf Coast University
Fort Myers Beach, FL11.2012
Skills
- Problem Solving Skills
- Communication Skills
- Customer Service
- QLS System
- ADT System
- Quanam
- Salesforce System
- Microsoft Excel, Word & Powerpoint
- Team collaboration
- Call center experience
- Task prioritization
- Appointment scheduling
- Critical thinking
- Punctuality and reliability
- Problem resolution
- Staff training
Timeline
Technical Representative
Quest Diagnostics
06.2017 - Current
Certification - Pharmacy Technician
Florida Gulf Coast University
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