Brittany Roberts Email & Phone Number

Dallas, Tx, Us

• Leads, develops, and oversees a team of 20 representatives, creating an amazing healthcare professional experience by leading and coaching team members, managing inbound and outbound activities, contributing to the company’s strategic initiatives, and supporting our providers.• Strategizes with departments, such as Recruitment, Account Management, Credentialing, Clinical, Payroll, Billing, and Client/Clinician Contracts, in the execution of team goals and priorities, thereby improving business efficiency and inter-department handling of objectives.• Collaborates with leaders and subject matter experts cross-functionally to drive improvements in overall customer satisfaction, while effectively using knowledge workflow, training aids and quality programs.• Manages day-to-day contact center operations by monitoring call/case volume, quality metrics, resolution times, queue and team performance and outsourcing functions.• Identifies key metrics that quantify and measure performance by generating business reports to diagnose potential opportunities and ensure team goals and objectives are met.• Interprets department and division engagement survey results in partnership with Human Resources to develop, cascade and implement action plans that increase rational and emotional commitment.• Reviews and processes insurance to verify medical necessities and coverage under policy guidelines (clinical edit logic).• Facilitates claims investigation, negotiate settlements, interpret medical records, respond to Department of Insurance complaints, and authorize payment to claimants and providers.

• Introduced process enhancements that improved claims processing efficiency by 15%, optimizing workflow and reducing turnaround times.• Provided guidance to a team of customer service representatives, facilitating their professional development and contributing to a cohesiveand productive work environment.• Exceeded team's customer service response rate targets, increasing effectiveness by 10% and reducing wait times to under 1 minute.• Developed comprehensive onboarding program, resulting in 30% greater customer satisfaction ratings within the first 60 days.

• Created schedules for the facility by using Excel and Google Sheets in order to set up an on-call rotation system for staff.• Hired over 15 employees with onboarding process met by 100% compliance. Reduced turnover rate by 20%.• Implemented new processes and systems to improve patient registration accuracy, inventory control and employee satisfaction. Reducedspending on supplies by 8%.

Bachelor'S Of Science, Health Studies

Education record