Brittany Farrer
Sheridan
Summary
Professional customer service expert with focus on delivering exceptional support and resolving issues efficiently. Known for strong team collaboration and adaptability to changing needs. Skilled in communication, problem-solving, and maintaining customer satisfaction. Reliable and results-driven, always aiming to achieve positive outcomes.
Experienced with resolving customer inquiries efficiently and effectively. Utilizes strong communication skills to ensure customer satisfaction. Track record of adaptability and teamwork in dynamic environments.
Overview
15
15
years of professional experience
Work History
Customer Support Representative
Akroa Customer Solutions INC
Pine Bluff, AR
05.2018 - 07.2021
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
- Managed escalated calls with professionalism, ultimately resolving complex issues to the satisfaction of both the client and company.
- Balanced multiple priorities while maintaining a focus on excellent communication skills and attention to detail.
- Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
- Provided empathetic support for customers experiencing difficulties or dissatisfaction, resulting in improved loyalty.
- Utilized CRM tools effectively to track customer interactions, maintain records, and provide personalized assistance when needed.
- Liaised with internal teams to resolve customer concerns, escalate issues and serve as company ambassador.
- Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
- Supported sales efforts by offering knowledgeable insights into product offerings during upselling opportunities.
- Maintained comprehensive knowledge of products and services, ensuring accurate information was provided to customers.
- Contributed ideas for process improvements at team meetings, leading to enhanced departmental performance overall.
- Managed high call volumes with focus on quality and efficiency, ensuring customer inquiries were resolved promptly.
Medical Assistant
JRMC- Neurology Associates of South Arkansas
Pine Bluff, AR
11.2016 - 05.2018
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Obtained client medical history, medication information, symptoms, and allergies.
- Implemented patient education program on preventative care, enhancing community health awareness.
- Facilitated patient education on treatment plans and medications, improving understanding and compliance.
- Administered medications and injections as prescribed, adhering strictly to protocols for patient safety.
- Assisted in minor surgical procedures, ensuring sterile environment and patient comfort.
- Checked patient insurance, demographic, and health history to keep information current.
- Maintained current and accurate medical records for patients.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Helped patients complete necessary medical forms and documentation.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Managed multi-line phone system and pleasantly greeted patients.
Medical Records and Health Information Technician
Health Port
Pine Bluff, AR
08.2015 - 10.2016
- Managed the release of information process, safeguarding sensitive patient data while adhering to legal requirements.
- Acted as a liaison between departments, coordinating efforts to achieve efficient interdepartmental communication concerning health information management.
- Enhanced patient care by accurately organizing and maintaining medical records and health information.
- Trained fellow technicians on best practices for managing health information, fostering a high-performance team environment.
- Maintained confidentiality of all medical records and sensitive information to comply with HIPAA regulations.
- Reviewed charts and flagged incomplete or inaccurate information.
- Processed medical records requests from outside providers according to facility, state, and federal law.
Medical Receptionist/Assistant
Alliance Cancer Center
Pine Bluff, AR
07.2012 - 05.2015
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Checked patient insurance, demographic, and health history to keep information current.
- Helped patients complete necessary medical forms and documentation.
- Maintained strict confidentiality of patient information, adhering to HIPAA regulations and medical office policies.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Managed high call volumes, directing calls to appropriate departments while maintaining a polite and professional demeanor.
- Managed multi-line phone system and pleasantly greeted patients.
- Provided compassionate customer service, creating a welcoming atmosphere for patients and their families.
- Maintained current and accurate medical records for patients.
- Developed strong relationships with patients, fostering loyalty and trust in the practice''s services.
- Transcribed phone messages and relayed to appropriate personnel.
- Organized essential medical documents, streamlining access to vital information for healthcare providers during appointments.
Medical Assistant
South Ar Urology Associates
Pine Bluff, AR
04.2006 - 07.2012
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Obtained client medical history, medication information, symptoms, and allergies.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Performed medical records management, including filing, organizing and scanning documents.
- Built strong relationships with patients through effective communication skills that foster trust in the clinic''s commitment to quality care.
- Enhanced clinic efficiency by assisting physicians with routine procedures and diagnostic tests.
- Verified insurance of patients to determine eligibility.
- Communicated with insurance providers to resolve denied claims and resubmitted.
Education
Medical Assistant
Daytona State College
Daytona Beach, FL09-2012
GED -
Arkansas GED
Pine Bluff, AR06-2004
Skills
- Customer success management
- Data management
- Customer service excellence
- Organization and recordkeeping
- Inbound call answering
- Software troubleshooting
- Problem-solving
- Teamwork and collaboration
- Microsoft windows and office
- Online chat support
- Support services
- Database management
- Help desk support
- Call center operations
- Staff education and training
- Medical office procedures
- Initiative-taking
- Healthcare industry
- Patient check-in and check-out
- Medical receptionist experience
- Front desk operations
- HIPAA compliance
- Office administration
- Patient scheduling
Timeline
Customer Support Representative
Akroa Customer Solutions INC
05.2018 - 07.2021
Medical Assistant
JRMC- Neurology Associates of South Arkansas
11.2016 - 05.2018
Medical Records and Health Information Technician
Health Port
08.2015 - 10.2016
Medical Receptionist/Assistant
Alliance Cancer Center
07.2012 - 05.2015
Medical Assistant
South Ar Urology Associates
04.2006 - 07.2012
Medical Assistant
Daytona State College
GED -
Arkansas GED