Hope Spenard
Customer Advocate
Rock Hill,SC
Summary
Empathetic and results-driven Customer Service & Healthcare Support Specialist with over 15 years of experience in remote client services, benefits navigation, and claims processing. Adept at managing high-volume calls, resolving complex issues with empathy, and ensuring HIPAA compliance. Strong cross-functional collaborator who thrives in fast-paced environments. Passionate about improving health outcomes and leveraging technology to streamline support operations.
Hard-driving business leader offering skill in strategic business planning and team development. Skillfully recruit and train employees at all levels to meet customer and business demands. Articulate, forward-thinking and resourceful in meeting unique needs.
Professional with deep expertise and readiness for leadership. Proven track record in driving business growth and operational efficiency. Strong focus on team collaboration and delivering impactful results. Known for reliability, adaptability, strategic vision, and effective problem-solving. Skilled in business management, financial planning, and customer relations.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Owner & Operator – Licensed Childcare Provider
Hope’s Home Daycare
01.2018 - Current
- Managed day-to-day operations, care planning, and compliance with state regulations for up to 5 children
- Developed age-appropriate learning activities; supported cognitive and emotional growth
- Maintained clear documentation of health protocols and family communications
- Built trust-based relationships with families and independently solved operational challenges
Customer Service Representative (Remote)
Healthline Support Services
01.2015 - 01.2018
- Handled 60–80 daily inbound calls assisting patients and providers with pharmacy and health benefit inquiries
- Processed prior authorizations and verified eligibility using multiple systems
- Escalated complex issues to Tier 2 support; maintained HIPAA-compliant documentation
- Consistently exceeded performance targets for first-call resolution and customer satisfaction
- Collaborated remotely with cross-functional teams to resolve cases efficiently
Early Childhood Educator
Gateway Academy
01.2010 - 01.2015
- Delivered individualized support in a structured, nurturing classroom environment
- Coordinated closely with staff and families to track developmental goals and learning milestones
Education
Associate of Arts -
York Technical College
Rock Hill, SCSkills
- Microsoft Office Suite
- Google Workspace
- Salesforce
- Epic
- CRM & CMS Platforms
- Customer relations
- Small business operations
- Relationship building
- Verbal and written communication
Certification
- Psychology coursework – Focus on human behavior & communication
- CPR & First Aid Certified
Additional Qualifications
- Strong written and verbal communication
- Self-motivated and growth-focused
- Remote work experience with professionalism and reliability
Core Competencies
- Remote Customer Service
- Claims Processing & Eligibility Verification
- Healthcare & Pharmacy Benefits Navigation
- HIPAA & Compliance Protocols
- High-Volume Call Resolution
- CRM & EMR Platforms (Salesforce, Epic)
- Prior Authorization Processing
- Data Entry & Documentation
- Time & Workflow Management
- Analytical Thinking
Timeline
Owner & Operator – Licensed Childcare Provider
Hope’s Home Daycare
01.2018 - Current
Customer Service Representative (Remote)
Healthline Support Services
01.2015 - 01.2018
Early Childhood Educator
Gateway Academy
01.2010 - 01.2015
Associate of Arts -
York Technical College
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