Healthcare Customer Service Specialist with Data Mastery

LORI BROWN

Arlington, TX ***** 817-***-**** *********@*****.***

PROFESSIONAL SUMMARY

Performance-driven healthcare and customer support professional with 6+ years of experience in high-volume, metrics-based environments. Proven ability to manage 60–80 daily interactions while maintaining 95%+ quality assurance standards and strict HIPAA compliance. Skilled in resolving complex inquiries, processing eligibility and assistance applications, and delivering compassionate, solution-focused service in fully remote settings.

CORE COMPETENCIES

Customer Relationship Management (Salesforce CRM) • Five9 Dialer

Healthcare & Benefits Administration • Eligibility Verification

HIPAA & Confidential Data Protection • Quality Assurance (95%+)

High-Volume Call Management (60–80 Daily) • Case Documentation

Process Improvement • Training & Team Support • Microsoft Office

PROFESSIONAL EXPERIENCE

Customer Service Agent (Remote)

RemX McKesson Novartis Patient Assistance Foundation 2024–2025

• Managed 60–80 inbound calls daily supporting patients, pharmacies, and healthcare providers nationwide.

• Processed 30+ patient assistance applications weekly, ensuring accuracy and timely approvals.

• Maintained 95%+ quality scores while documenting detailed case notes in Salesforce CRM.

• Ensured full HIPAA compliance when handling sensitive medical and financial information.

• Resolved escalated and complex cases while consistently meeting performance and call metrics.

Clerk II / EBT Eligibility Specialist (Hybrid)

Texas Health and Human Services Commission 2018–2021

• Processed 40+ public assistance and healthcare applications daily in a fast-paced government setting.

• Conducted eligibility determinations and clearly communicated benefit guidelines to clients.

• Maintained strict compliance with HIPAA and state confidentiality regulations.

• Reduced processing delays by assisting clients with complete and accurate documentation.

Quality Control Specialist / Trainer (Warehouse)

DHL eCommerce 2017–2024

• Performed daily quality audits on 200+ shipments to ensure operational accuracy and compliance.

• Trained and mentored new hires, improving workflow efficiency and team performance.

• Supported leadership with performance tracking and documentation reporting.

EDUCATION

Bachelor of Science, Human Development and Family Studies

University of Arkansas at Pine Bluff 2016

High School Diploma

Lee Senior High School 2010

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