Brandy Williams

Brandy Williams Round Rock, TX, 78665 | --| linkedin.com/in/brandy-williams-2a427a105 Professional Summary Highly Effective Customer Support Specialist with 20 years of experience providing excellent customer service, eager to contribute to team success through hard work, attention to detail and a clear understanding of identifying and assessing customers' needs to achieve satisfaction and build sustainable relationships as a Customer Service Representative. Core Proficiencies Customer Service| Call Center| Written Communication| Data Entry| Critical Thinking| Research| Active Listening| Problem-Solving| Medical Terminology| Microsoft Office| Excellent Rapport| Phone Etiquette| Technical Knowledge| Empathy| Interviewing Skills| Teamwork |Typing |Verbal Communication| Organization and Scheduling| Attention to Detail| Salesforce| Data Analysis| Interpersonal| Emotional Intelligence| Detailed Oriented| Life -Long Learner| Patient Registration| Energetic| Word Processing| Investigative| Conflict Management| Flexibility| Analytical Skills EXPERIENCE Contact Center Specialist I Jul 2021 - Sep 2021 Baylor Scott and White Clinic, Round Rock, TX ● Scheduled up to 50 new patients and return appointments per day in Epic computer system in accordance with physician and/or office guidelines. ● Handled electronic medical records while remaining HIPAA-compliant. ● Took the frontline responsibility for problem identification and elimination. ● Ensured a positive and exemplary experience with all customers by focusing on customer satisfaction and resolution. ● Prepared and communicated appointment details and necessary financial information to facilitate timely arrival, appointment preparedness, preparation testing, and optimal reimbursement, in accordance with system and operating guidelines. ● Worked collaboratively with providers, clinical staff, and other departments to ensure patients' needs are met. ● Identified emergent health situations based on caller information and coordinated immediate triage. Caregiver May 2020 - Jul 2021 Homemaker, Round Rock, TX ● Provided help to Autistic child with daily tasks and teaching while learning remotely. ● Administered medications as prescribed two times daily. ● Provided help with grooming, prepared three meals a day, and taught independent living skills to child. ● Coordinated with teachers to best approach with teaching at home. ● Researched other tools to implement to assist child in their leaning development. ● Attended virtual meetings with teachers, assistant principal, and school counselor on best direction for learning during COVID-19. ● Tutored and assisted with writing, reading, and basic math. Cancer Support Specialist/Remote and In Office Mar 2000 - Apr 2020 American Cancer Society, Round Rock, TX ● Interviewed clients, families, or groups to assess situations, limitations and issues and implement services to address needs. ● Explained medical care options to help families make informed healthcare decisions. ● Responded to patient concerns, answered questions with compassionate and knowledgeable service. ● Utilized knowledge of available resources to help patients select appropriate assistance to obtain relevant support. ● Collected, reviewed patient information to assess eligibility for special programs. ● Entered details into computer systems and managed database of client demographics. ● Educated patients on chemotherapy, radiation, surgery, and other treatments, pertaining to their diagnosis. ● Identified medical insurance concern. ● Identified and escalated priority issues for resolution. ● Handled 140 calls per week to address patients' inquiries. ● Aided cancer patients, caregivers, doctors, social workers, and other healthcare professionals to understand needs, build rapport and provide excellent customer service. ● Schedule rides to patients' medical appointments and lodging stays. ● Troubleshooted any issues with rides, lodging, and other transportation requests. ● Maintained the Patient Resource room at the Southwest Regional Cancer Center in Austin, TX, provided help with nurses to get 15 patients set up with services in the area. EDUCATION Bachelor of Science (B.S.) - Community Health Education Lamar University, Beaumont, TX LICENSES & CERTIFICATIONS Nutrition Health Coach (CNHC)- July 2022 National Coaching Institute Sep 1993 - May 1999