Brianne Brooks
Henderson,USA
Summary
Dynamic customer service representative with a proven track record in claims resolution and patient advocacy. Expert in navigating complex reimbursement processes while delivering exceptional customer service. Adept at fostering relationships and ensuring compliance, I excel in problem-solving and critical thinking to enhance patient access to therapies. Detail-oriented professional with a strong background in customer service and patient support. Known for effective communication and empathy, ensuring seamless coordination of services and support for patients.
Overview
8
8
years of professional experience
Work History
Support Coordinator
TekSystems - Mercalis
05.2024 - 03.2026
- Coordinated access to therapies, conducted appropriate follow up, and facilitated access to appropriate support services.
- Determined patient’s eligibility and conducted patient enrollment activities; (patient assistance programs and copay assistance programs).
- Performed reimbursement related activities such as benefits investigations, prior authorizations, appeals, etc.
- Confirmed active coverage, copays, deductibles, coinsurance, and patient responsibility estimates.
- Placed outbound calls to physicians and/or nurses for clarification on prescriptions.
- Reported Adverse Events and Product Complaints that are experienced by the patients in accordance with pharmaceutical requirements.
- Recognized a product quality complaint and forwarded caller/written information to manufacturers.
- Acted as a single point of contact and voice for all providers and patients.
Customer Service Representative
Covance (Labcorp)
05.2023 - 05.2024
- Identified patients’ needs, clarified information, researched all issues, and provided solutions and alternatives.
- Maintained strict confidentiality of patient information in systems as established by the appropriate protocol and procedures.
- Resolved questions, requests, and problems promptly and courteously utilizing the company CRM system.
- Prepared prior authorization requests received by validating prescriber and member information.
- Corresponded to patient and physicians’ questions regarding EOB’s, patient balances, copays, deductibles, write-offs, etc.
- Answered incoming calls in reference to assistance with specialty medications such as oncology injectables.
- Processed cases/applications and determined coverage eligibility to ensure patients have access to prescribed therapy/medications.
Healthcare Customer Service Representative
Remx Specialty Staffing - McKesson
02.2021 - 05.2023
- Assisted members with pharmacy benefit inquiries.
- Supported the organization’s mission and purpose by providing front-line customer support for a diverse portfolio of customers.
- Handled inbound telephone inquiries from members, pharmacies, and prescribers in our National Customer Care Center.
- Coordinated scheduling of pick-ups and drop-offs of refrigerated medications as well as durable medical equipment (DME).
- Remained in compliance with established performance metrics that support the optimal customer experience.
- Provided real-time support to pharmacies with point of service inquiries.
- Educated prescribers on formulary and prior authorization processes.
- Entered customer data and other relevant information into our documentation tool.
- Effectively communicated issues and resolutions to customers and appropriate internal staff.
Customer Service Representative
Xerox Services – Right Source
Raleigh, USA
02.2018 - 11.2020
- Suggested generic alternatives for medications to patients to help save on prescription copayments.
- Completed medical and/or pharmacy benefit investigations.
- Identified and requested submission of required documentation for payer/plan.
- Reviewed for prior authorization, step edit identification and appeals according to program standard operating procedures.
- Maintained knowledge of the different types of payers including private, commercial, and government insurances.
- Determined coverage availability and coordinated the final aspects of services to ensure patients have access to prescribed therapy.
- Built sustainable relations and engaged patients by taking the extra mile.
Education
High School Diploma -
Wakefield High School
Skills
- Customer Service
- Claims Research
- Conflict Resolution
- Multitasking
- Adaptability
- Teamwork
- Interpersonal Skills
- Communication
- Claims Resolution
- Critical Thinking
- Attention to Detail
- Documentation
- Data Entry
- Product Complaints
- Problem-solving
- Provider Support
- Time Management
- Adherence to Standards
- Empathy
- Compliance
- Adverse Events
Timeline
Support Coordinator
TekSystems - Mercalis
05.2024 - 03.2026
Customer Service Representative
Covance (Labcorp)
05.2023 - 05.2024
Healthcare Customer Service Representative
Remx Specialty Staffing - McKesson
02.2021 - 05.2023
Customer Service Representative
Xerox Services – Right Source
02.2018 - 11.2020
High School Diploma -
Wakefield High School