Brittani Terry
Jr. Customer Success Associate at Florence Healthcare- Claim this Profile
Click to upgrade to our gold package
for the full feature experience.
Topline Score
Bio
Credentials
-
Data Science and Analytics
Georgia Tech Boot CampsNov, 2021- Sep, 2024
Experience
-
Florence Healthcare
-
United States
-
Software Development
-
100 - 200 Employee
-
Jr. Customer Success Associate
-
Apr 2022 - Present
• Conducts triage of user inquiries through phone, email, and chat channels and develop detailed reports documenting issue and solution steps • Serve as customer success subject matter expert by demoing products and providing feedback, leading customer roundtables, webinars and other types of events to engage customers and support product development and UX design analysis • Collaborated with cross-functional teams including Product, Development and Quality Assurance teams to resolve escalated issues, identify how to improve the eBinders experience, develop project plans, implement new systems, and review user experience goals • Designed and implemented workflow processes that increased productivity, ticket resolution, and customer satisfaction • Led the development of standard operating procedures (SOPs) to ensure department operational effectiveness and knowledge transfer during onboarding for new employees • Maintain compliance with regulatory and local, state, and federal guidelines, such as CSR Part 11, benefits management, and overall liability • Developed internal communications with cross-functional partners to inform key stakeholders of customer report trends, risks, and successes • Developed customer satisfaction surveys and assessed data to identify trends and gaps in customer success with a 27% increase in one quarter • Utilized tools such as Jira, Zendesk, Mailgun, Playvox, Smart sheet, Google suite, Adobe, and Microsoft Excel to manage projects, analyze data, and engage effectively with customers Show less
-
-
-
Wellstar Health System
-
Hospitals and Health Care
-
700 & Above Employee
-
Client and Patient Engagement Specialist
-
Mar 2020 - Apr 2022
• Created new workflow process for patient intake and client engagement process which led to a 45% increase in team efficiency and a 55% increase in patient satisfaction with intake wait time• Triaged 100+ calls a day to increase patient volume • Developed and analyzed patient satisfaction survey and developed satisfaction analysis dashboard for deep-dive analysis and goal setting • Develop data analytics training for new hires and provide in the moment data analysis support to co-workers• Lead the development and review of legal and regulatory requirements to ensure department compliance and developed standard operating procedures (SOPs)• Develop internal communications with cross-functional partners relating to healthcare information, operations, and regulatory deliverables to support stakeholder engagement and staff knowledge transfer • Reviewed medical records to ensure key patient identifying information was effectively processed in data gathering and met all HIPPA and legal requirements • Lead clerical duties associated with health information management such as productivity logging, inpatient/outpatient record analysis, project management office file collection and organization, HIPPA regulation adherence • Maintain compliance with regulatory and local, state, and federal guidelines, such as HIPAA, benefits management, and overall liability• Designs and implements workflow processes that increases productivity, output, and operational costs reduction Show less
-
-
Wellstar Vaccine Clinic- Operations and Intake Coordinator
-
Jan 2021 - May 2021
• Created and implemented workflow to maintain clinic efficiency for 400+ patients during global Covid-19 pandemic to ensure timely vaccine distribution roll-out and operational planning • Appointed to this short-term specialized role based on excellent performance and customer satisfaction in engagement specialist role • Increased patient vaccination count to 90% through the development of a specialized intake workflow • Managed and identified issues and concerns regarding patients and vaccines• Analyzed vaccination rates and created dashboard for team wide analysis and planning Show less
-
-
-
-
Front Office Operations Coordinator
-
Jun 2019 - Mar 2020
• Reviewed medical records to ensure key patient identifying information was effectively processed in data gathering and met all HIPPA and legal requirements • Developed patient triaging system and triaged 100+ calls daily • Developed operational plan for each quarter and conducted leadership planning review sessions • Lead clerical duties associated with health information management such as productivity logging, inpatient/outpatient record analysis, project management office file collection and organization, HIPPA regulation adherence • Maintain compliance with regulatory and local, state, and federal guidelines, such as HIPAA, benefits management, and overall liability Show less
-
-
-
Primrose Schools
-
United States
-
Education Administration Programs
-
700 & Above Employee
-
Lead Teacher
-
Aug 2015 - Mar 2020
• Created and implemented rigorous objective-driven lesson plans and assessments for 130 students with a goal of 85% mastery • across the grade level • Served as Grade Level Chair overseeing curriculum development, collaboration, and data analysis implementation • Achieved 70% student academic growth for first year, and 90% during the second year, performing in the top 10% of district • Created and facilitated trainings on data-driven instruction and differentiated learning • Developed student self-analysis and tracking method for data to ensure students’ success and understanding of personalized goals • Received exemplary rating as an educator from evaluations and student surveys Show less
-
-
Education
-
2021 - 2022
Mercer University
Master's degree, Health Informatics -
2021 - 2021
Georgia Tech Boot Camps
Certificate, Data Science and Analytics -
2018 - 2020
Reinhardt University
Bachelor's degree, Healthcare Administration -
2016 - 2018
Chattahoochee Technical College
Associates, Health/Health Care Administration/Management
Community
