Imani Brown
West Monroe,LA
Summary
Detail-oriented Healthcare Support Specialist with 10+ years of experience providing customer service, application support, healthcare operations assistance, and issue resolution in fast-paced environments. Skilled in managing client inquiries, troubleshooting system issues, supporting clinicians and healthcare providers, and maintaining accurate documentation within CRM and healthcare systems. Proven ability to coordinate communications, resolve workflow concerns, manage multiple priorities, and deliver exceptional client experiences while maintaining confidentiality and compliance. Strong knowledge of healthcare operations, EMR systems, medical terminology, customer support, and process improvement initiatives.
Overview
1
1
Certification
9
9
years of professional experience
Work History
Claims Specialist
Coast Professional Inc.
01.2024 - Current
- Analyzed claims data to identify trends and variances, ensuring accurate reporting and compliance.
- Reviewed and processed insurance claims efficiently, improving turnaround times for customer resolutions.
- Collaborated with cross-functional teams to streamline claims handling processes, enhancing operational effectiveness.
- Provided training and mentorship to junior staff on claims procedures and best practices, fostering team development.
- Facilitated claims processing for disability insurance, ensuring compliance with regulatory standards.
- Evaluated policyholder eligibility, maintaining accuracy in documentation and assessment procedures.
- Collaborated with cross-functional teams to streamline application workflows and improve customer service efficiency.
Medicaid Billing Specialist
Abbeville General hospital
02.2021 - 01.2024
- Assisted patients and healthcare providers with scheduling, account updates, insurance verification, and service inquiries
- Maintained confidentiality of protected health information in accordance with HIPAA guidelines
- Utilized healthcare software systems to update records and resolve account concerns
- Coordinated communication between departments to support patient care initiatives
- Delivered compassionate and professional customer service in a fast-paced healthcare setting
Healthcare Applications Support Specialist
VXI Global Solutions(Overnight)
02.2021 - 06.2023
- Serve as the primary point of contact for healthcare providers, clinicians, and clients regarding application support and service issues
- Troubleshoot workflow concerns, system access issues, documentation discrepancies, and application-related problems
- Manage support requests through CRM systems while maintaining accurate records and timely follow-up
- Coordinate communication between providers, clinical teams, and internal departments to ensure issue resolution
- Consistently meet service level agreements (SLAs), quality standards, and customer satisfaction goals
Clinical Support Coordinator
Ragsdale vision center
03.2019 - 02.2021
- Assisted clinicians, patients, and providers with healthcare system navigation, workflow support, and account management
- Maintained accurate documentation and case notes within EMR and CRM systems
- Researched and resolved healthcare-related inquiries while ensuring compliance with organizational policies.
- Escalated complex issues appropriately and monitored resolution progress
- Supported operational efficiency through strong organization and attention to detail
Customer Support Representative
Adecco
11.2017 - 03.2019
- Responded to inbound calls, emails, and support tickets in a high-volume customer service environment
- Provided technical support, troubleshooting assistance, and issue resolution for customers and internal users
- Documented interactions and maintained detailed support records within ticketing systems
- Collaborated with team members to improve workflows and customer experiences
- Achieved productivity, quality assurance, and customer satisfaction targets consistently
Education
No Degree - Healthcare Management
University of Phoenix
Tempe, AZHigh School Diploma -
Acadiana High School
Lafayette, Louisiana05-2016
Skills
- Claims
- Claims processing
- Claims investigation
- Verbal communication
Certification
- Certification - August 2016 - Arkansas Baptist college, Little Rock, Arkansas
- Certification - October 2018 - Unitech training academy, Lafayette Louisiana
- HIPAA Privacy & Security Certification
- Electronic Health Records (EHR) Fundamentals Certification
- Customer Service Excellence Certification
Timeline
Claims Specialist
Coast Professional Inc.
01.2024 - Current
Medicaid Billing Specialist
Abbeville General hospital
02.2021 - 01.2024
Healthcare Applications Support Specialist
VXI Global Solutions(Overnight)
02.2021 - 06.2023
Clinical Support Coordinator
Ragsdale vision center
03.2019 - 02.2021
Customer Support Representative
Adecco
11.2017 - 03.2019
High School Diploma -
Acadiana High School
No Degree - Healthcare Management
University of Phoenix