Katy Brown

I’m a detail-oriented Medical Information Specialist with extensive experience managing complex caseloads, handling high-volume inquiries, and ensuring strict regulatory compliance. I’m known for clear communication, accurate documentation, and maintaining confidentiality under HIPAA expectations.

In my current role, I manage inbound/outbound calls about medical and behavioral health plans and employee health concerns. I explain medical information and filing requirements, review documentation for completeness, and coordinate with healthcare providers, case managers, and employers to drive timely claim resolution.

Previously, I served as a Texas Works Advisor across multiple levels, where I developed and maintained detailed records while ensuring accuracy and confidentiality. I applied policy interpretation and compliance standards, collaborated with community agencies to support clients, and documented services to meet agency, state, and federal requirements.

Earlier in my career as a Senior Customer Service Advocate, I resolved complex inquiries and complaints with tact and diplomacy. I bring strong de-escalation techniques, escalation management, quality assurance, and customer service excellence—backed by a proven ability to prioritize, multitask, and consistently deliver high-quality support.