Brandice Dobbins
Katy,TX
Summary
Dedicated and results-driven healthcare support and customer service professional with 16 years of experience in high-volume call center environments, patient interaction, and insurance-related services. Skilled in healthcare administration, claims and billing processes, and Medicare-certified service workflows. Recognized for strong decision-making, analytical abilities, and effective problem-solving within fast-paced, high-stress settings. Adept at communicating clearly with patients, referral sources, and cross-functional staff, while delivering exceptional customer service. Proficient in Microsoft Office and modern healthcare technologies, with the ability to learn new systems quickly, and manage complex tasks independently. Demonstrates consistent accuracy, professionalism, and adaptability, supported by a solid foundation in administrative operations, and a commitment to maintaining efficient, patient-focused service.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Claims Specialist
Gieco
05.2025 - Current
- Investigate and Analyze Coverage and Liability: This involves thoroughly examining insurance claims related to auto and property damage.
- Work with the Claims Specials Investigations Unit(SIU): While collaborating on addressing potential fraud or misrepresentation in claims or policy inception.
- Interpret policies: Understand insurance policies for various states and use this knowledge to guide investigations Identify and interview Witnesses: Locate and interview individual's who may have claim information relevant to the claim. This could include obtaining recorded statements and police reports.
- Evaluate the loss and associated exposures. Communicate claim outcomes ans status's to all parties.
- Assisted with 60 plus queue activity a day, while taking 30- 40 calls daily.
- Collaborate with Property Damage and Auto Damage adjusters to assess and resolve physical damage, using processes such ass reviewing photo's videos and statements.
- Proactively Communicate with Customer's Maintain clear and open communication with customers thought the claims process,setting expectations and keeping them informed.
- Manage Complex claim involving multi-vehicles and parties involved maintained quality, state regulations an metrics.
Behavioral Health Intake Specialist
Centene Corporation
10.2022 - 05.2025
- Conducted comprehensive assessments to identify behavioral health needs and tailored interventions.
- Utilized electronic health record systems to document patient interactions and treatment plans accurately.
- Maintain performance and quality standards based on established call center metrics, including turn-around times. Research and identify any processing inaccuracies in claim payments, and route them to the appropriate site operations team for claim adjustment.
- Respond to telephone or written correspondence inquiries from members
and/or providers within established time frames utilizing current reference
materials and available resources - Assist with 60-80 Inbound calls daily.
Customer Service Representative
PENNYMAC
04.2022 - 10.2022
- Provide general account information to customers, including, but not limited to, inquiries regarding payments, escrow, taxes, payoffs, and loan documents.
- Process customer payments via phone.
- Interact with other servicing departments to solve customer requests and resolve issues.
- Examines insurance policies and other records to determine insurance coverage.
- Managed escrow transactions, ensuring compliance with regulations and company policies.
- Maintained up-to-date knowledge of ever-changing regulations within the escrow.
Claims Representative
Cigna
07.2019 - 03.2022
- Processed claims efficiently, ensuring accurate documentation, and adherence to company policies.
- Assisted clients in understanding claim procedures, providing clear guidance on coverage options.
- Analyzes coverage that may or may not be applicable to the claim by policy status.
- Adhere to the organization's compliance program.
- Analyzed claim data to identify trends, and recommend process improvements for increased efficiency.
- Maintain patient confidentiality in accordance with HIPAA.
- Assist claimants with inquiries, as well as updates on disability. Assist 85 to 95 customers per day.
- Discuss financial responsibility with patients, collect payments, and document accordingly.
Customer Service Representative
Kohl's
05.2015 - 02.2021
- Provided solutions, recommendations, and replacements, using empathetic
approach and demeanor - Assistant claimants with inquiries as well as updates on disability claims
Insure HIPPA regulations are applied to each call. Notate each call
efficiently - Research Active disability claims for needed information
Implemented best practices in fostering exceptional customer care support
and satisfying customers. - Managed high-volume calls while maintaining professionalism and accuracy in responses.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Education
Bachelor of Science - Business Administration and Management, General
Strayer University
Online Campus4 2024
High School Diploma - Basic studies
Mesquite High School
Mesquite, TX06-2009
Skills
- Microsoft PowerPoint and Office
- problem-solving skills
- Claims management
- Verbal communication
- Active listening
- Critical thinking
- Conflict resolution
- Relationship building
- telephone Skills
- Microsoft Office
Certification
- Texas All Lines Pre-Licensing Insurance Adjuster's - CORE
- Texas All Lines Pre-Licensing Insurance Adjuster's Course - Texas content
- Adjuster-All lines
Timeline
Claims Specialist
Gieco
05.2025 - Current
Behavioral Health Intake Specialist
Centene Corporation
10.2022 - 05.2025
Customer Service Representative
PENNYMAC
04.2022 - 10.2022
Claims Representative
Cigna
07.2019 - 03.2022
Customer Service Representative
Kohl's
05.2015 - 02.2021
Bachelor of Science - Business Administration and Management, General
Strayer University
High School Diploma - Basic studies
Mesquite High School