From Maryland to Tennessee
Originally from Maryland, Bruce has called Franklin, Tennessee, home for the past 30 years. His journey from the East Coast to the heart of Tennessee (with a stop in Louisiana) has been filled with enriching experiences that have shaped his personal and professional life.
Role at HealthLock
As the Customer Care Manager at HealthLock, Bruce plays a crucial role in assisting customers as they navigate the complexities of medical insurance. “Our goal is for them to get claims into their HealthLock portal and then save them money,” Bruce explains. His dedication to customer satisfaction ensures that HealthLock members receive the support they need to make the most of the services offered.
Bruce has been with HealthLock for six years, focusing on the HealthLock product. His experience and deep understanding of customer needs have made him an invaluable asset to the team.
One of Bruce’s most satisfying experiences involves helping older members connect their insurance and pull claims during customer care chats. “This process can be challenging for members, especially older ones who have the most medical claims,” Bruce shares. His ability to make a difference in these moments highlights his commitment to providing exceptional customer service.
Vision for Healthcare Reform
If Bruce had a magic wand, he would address several key issues in the healthcare system. He believes that reducing the influence of trial lawyers, cutting regulations that prevent smaller healthcare and RX companies from entering the marketplace, and simplifying the overall medical process are essential steps. “Patient safety is imperative, but we need to make medical care simpler, not complex like the IRS and taxes,” he says.
Why He Loves Working at HealthLock
Bruce appreciates the great people he works with and the collective effort to build a service that helps customers through the confusing and frustrating world of medical insurance. “Striving to build a service to help customers is what makes this place special,” Bruce states.
Bruce is motivated by productivity and the accomplishment of goals that help both the company and his community. “Being productive and accomplishing tasks that benefit the company paying my salary or the community I live in drives me,” he explains.
Concerns About Fraud and Overbilling
Bruce is concerned about the slow and restrictive nature of medical insurance companies when it comes to paying bills. “Insurance companies often deny a certain percentage of claims just to hold up payment,” he notes. Additionally, overbilling by providers, whether intentional or due to restrictive contracts, is a significant issue. “Providers often overbill to make ends meet because of the restrictive fee schedules they must adhere to,” Bruce adds.
Family and Personal
Outside of work, Bruce enjoys a variety of activities, including church, house maintenance, biking, spending time with his grandkids, enjoying bourbon, and playing cards. His active lifestyle keeps him engaged and connected to his community.
Bruce is married and has two daughters and seven grandchildren. A funny story he shared involves his grandfather, a Methodist preacher, who married his wife’s parents after Bruce and his wife, Donna, became engaged. Despite not living in the same town or attending the same college, Bruce and Donna met at their first job in Maryland, where they were introduced by Nuns at a Catholic hospital. “As a matter of fact, Donna and I were introduced by Nuns. We worked at a Catholic hospital and both had Nuns for bosses,” Bruce recalls with a smile.
Appreciation from HealthLock
HealthLock is proud to have Bruce as part of the team. His dedication, expertise, and compassionate approach have made a significant impact on the company’s success and its customers’ satisfaction. Bruce’s efforts and contributions exemplify the spirit of HealthLock, and the company deeply appreciates his commitment to excellence. His presence enhances the quality of service HealthLock provides, making a meaningful difference in the lives of those he serves.
