Stephanie Brooks
Frisco,TX
Summary
- Manage inbound and outbound customer interactions, assisting with insurance, billing, and service-related inquiries
- Explain insurance benefits, coverage, and financial responsibility in a clear, customer-friendly manner
- Resolve customer concerns efficiently, including billing discrepancies, claim issues, and service delays
- Document all customer interactions accurately in internal systems to ensure continuity and compliance
- Maintain strict adherence to HIPAA guidelines when handling sensitive patient information
- Collaborate with internal teams and insurance providers to resolve complex cases and improve service outcomes
- De-escalate customer concerns by actively listening and providing timely, effective solutions
- Support workflow efficiency by maintaining organization and meeting productivity and accuracy standards
- Provide informal guidance to team members to support consistent service quality
Overview
10
10
years of professional experience
Work History
Healthcare Insurance Specialist/Optician
Walmart
Frisco, TX
02.2016 - Current
Customer-focused Healthcare Support Specialist with 10+ years of experience delivering high-quality service in fast-paced, high-volume environments. Skilled in handling inbound and outbound customer interactions, resolving billing and insurance inquiries, and guiding patients through complex processes. Proven ability to communicate clearly, de-escalate concerns, and maintain accurate, HIPAA-compliant documentation. Strong attention to detail with a commitment to delivering an exceptional customer experience.
Education
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Northwest Louisiana Technical Community College
Shreveport, LASkills
- Customer Support & Relationship Management
- Handling (Inbound/Outbound) calls
- Billing & Insurance Inquiry Resolution
- CRM Systems & Documentation
- HIPAA Compliance & Confidentiality
- Problem Solving & Conflict Resolution
- Data Entry Accuracy & Attention to Detail
- Cross-Functional Team Collaboration
Timeline
Healthcare Insurance Specialist/Optician
Walmart
02.2016 - Current
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Northwest Louisiana Technical Community College