Stephanie Molina
Laredo,TX
Summary
Experienced professional with expertise in outbound member outreach, healthcare and insurance knowledge, and conflict resolution, coupled with a strong track record in CRM systems and HIPAA compliance. Adept at fostering empathetic communication and delivering tailored solutions to meet complex customer needs. Seeking to leverage skills as a Customer Service Advocate to enhance client satisfaction and team performance.
Overview
8
8
years of professional experience
Work History
Prior Authorization Specialist
Andres Garcia Zuniga, P.A.
Laredo, TX
06.2022 - 05.2026
- Processed prior authorization requests, ensuring compliance with regulatory standards and internal policies.
- Collaborated with healthcare providers to gather necessary documentation for approval processes.
- Analyzed denial trends to identify areas for improvement and streamline workflows.
- Developed training materials for new staff on prior authorization procedures and systems.
- Served as a liaison between insurance companies and clinical teams to resolve complex authorization issues.
- Analyzed medical records and other documents to determine approval of requests for authorization.
Patient Support Representative
PAD Specialists
Laredo, TX
02.2021 - 06.2022
- Handled high call volume daily, scheduling appointments and addressing inquiries with empathy and efficiency.
- Performed outbound outreach to patients for appointment reminders and follow-ups.
- Coordinated between patients and providers to resolve scheduling conflicts and billing questions.
- Consistently met performance goals related to call response, accuracy, and customer satisfaction.
- Facilitated communication between patients and healthcare providers to enhance care coordination.
- Managed patient inquiries and concerns, ensuring timely resolution and satisfaction.
Inbound Call Center Representative
Concentrix
Laredo, TX
01.2018 - 02.2021
- Delivered front-line support for customer inquires in fast- paced retail environment.
- Managed incoming calls, customer complaints, and escalations with professionalism.
- Maintained accurate customer records and supported management with administrative tasks.
- provided bilingual support to enhance customer experience for english and spanish speaking clients.
- Provided exceptional customer service by addressing inquiries and resolving issues promptly.
- Utilized CRM software to track interactions and manage customer relationships effectively.
Education
High School Diploma -
United South High School
Laredo, TX05-2012
Esthetician Certificate - Esthetician
Laredo Chi Academy
Laredo, TX06-2025
Skills
- Outbound Member Outreach
- Healthcare & Insurance Knowledge
- HIPAA & Compliance Adherence
- Call Documentation & Case Management
- De-escalation & Conflict Resolution
- Time Management & Multitasking
- Empathy & Active Listening
- CRM & Call Center Systems
- Call center experience
- Adaptability and flexibility
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Prior Authorization Specialist
Andres Garcia Zuniga, P.A.
06.2022 - 05.2026
Patient Support Representative
PAD Specialists
02.2021 - 06.2022
Inbound Call Center Representative
Concentrix
01.2018 - 02.2021
High School Diploma -
United South High School
Esthetician Certificate - Esthetician
Laredo Chi Academy