Summary
Overview
Work History
Education
Skills
Timeline
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Brooke Mays

Colorado Springs,CO

Summary

Prescription Benefits Manager at CVS Health with over 8 years of administrative experience in the healthcare sector. Demonstrated ability to enhance service quality through innovative prescription management solutions, meticulous documentation, and streamlined data processes. Proficient in MS Word, Excel, and PowerPoint. Motivated, resourceful, flexible, multitasker with a proven track record of improving customer experience and reducing processing errors, ensuring compliance and efficiency in fast-paced environment.

Overview

9
9
years of professional experience

Work History

Prescription Benefits Manager

CVS Health
Chandler, Arizona
08.2022 - Current
  • Ensured accurate documentation of patient’s medical history and insurance details, reducing processing errors
  • Maintained up-to-date member account information, improving customer experience
  • Streamline pharmacy data management, enhancing patient service efficiency
  • Successfully identified member dissatisfaction and assisted member in filing grievances after thoroughly researching the cause of the dissatisfaction and educating the member on possible solutions when available
  • Selected for A.I project testing automated inbound system within 6 months of being hired
  • Selected as a Learning Advocate to help train New Hire class of 12 regarding providing customer service for Med D Client (NEJE)
  • This included assisting the Trainer, providing answers in the Source, coordinating side by side call listening with tenured representatives to ensure adequate coverage and learning
  • Consistently met quality goals for member service for the past 12 months and continued to improve scores
  • Provided excellent customer service by assisting member who were calling in with complex questions and problems with their Med D prescription drug plan and effectively using multiple tools (People safe, Source, Compass, MHK, CMS) thoroughly researched and helped resolve the members questions or concerns
  • This included reaching out to other areas of the company, (CD&A, Clinical) as well as doctors and pharmacies to fully resolve the issue and exceed member’s expectations
  • Consistently achieved 100% SQM scores
  • Maintained above 90% first call resolution scores

Restaurant Expo/Expediter

Bigs American Sports Bar and Grill
Peoria, Arizona
10.2022 - 05.2023
  • Organize and prioritize orders from the kitchen, ensuring the right dishes are prepared in the correct sequence
  • Communicate with chefs to make sure all components of an order are ready to be served simultaneously
  • Expedite special orders, dietary requests, or modifications to ensure they are correctly fulfilled
  • Inspect every dish for accuracy, presentation, portion size, and quality before it leaves the kitchen
  • Ensure that food is served at the correct temperature (hot dishes hot, cold dishes cold)
  • Verify that all special requests, such as allergies or specific modifications, are followed precisely
  • Monitor ticket times to ensure that food is being prepared and served within the desired timeframe
  • Coordinate with the kitchen staff to manage the timing of orders during busy periods and avoid delays
  • Ensure all plates for particular table go out at the same time, maintaining consistency in service
  • Serve as the primary point of contact between the kitchen and the waitstaff
  • Relay important information about food preparation times, substitutions, or issues to the front-of-house staff
  • Inform servers when an order is ready for pick-up and ensure they deliver the food quickly
  • Address any issues with incorrect orders or missing items promptly
  • Communicate with the kitchen of there are any mistakes or delays, ensuring a swift resolution
  • Adjust the flow of orders during rush times to keep the kitchen and serving process running smoothly
  • Keep the expediting station clean and organized, ensuring all utensils, plates, and garnishes are in place
  • Ensure the pass-through area is free of clutter to avoid confusion or delays in service
  • Help organize plates and silverware for servers to take to the dining area
  • Occasionally assist with inventory checks or managing stock related to the expediting station (garnishes, sauces)
  • Fill in for other staff if required, helping with basic kitchen or front-of-house tasks

Medical Administrative Assistant

Arizona Medical Weight Control
Phoenix, Arizona
05.2016 - 07.2022
  • Greet patients and visitors as they arrive at the office
  • Manage patient check-ins, verify appointment details, and ensure proper sign-in procedures
  • Answer phone calls, schedule appointments, and handle inquiries
  • Organize and maintain patient medical records, ensuring they are up-to-date and accurately filed
  • Enter patient data into electronic health record systems (EHR) systems
  • Ensure the confidentiality of patient information in compliance with HIPAA regulations
  • Explain billing procedures and assist patients with payment options
  • Responsible for invoicing patients to include correct products & amounts and reconciling clinic inventory daily with patient billing
  • Schedule patient appointments, follow-ups, and medical procedures
  • Respond to patient inquiries regarding treatment, scheduling, or billing
  • Order office supplies and ensure medical office equipment is properly maintained
  • Handle office mail, incoming and outgoing, and ensure timely distribution
  • Manage patient waiting areas and ensure a clean, welcoming environment
  • Input accurate prescription data into ModernMed to ensure compliance with the State Pharmacy Board
  • Act as a point of communication between patients and healthcare providers
  • Relay important information or instructions to patients regarding prescriptions, test results, or procedures
  • Maintain proper documentation and tracking of office procedures and patient-related interactions

Secretary

Amaysing Construction
Fullerton, CA
04.2021 - 07.2021
  • Communicate project timelines and updates to the relevant parties
  • Manage the contractor’s calendar and schedule appointments or site visits
  • Organize and maintain project documents, contracts, blueprints, and other important information
  • Assist in preparing reports, presentations, or cost estimates as needed
  • Occasionally assist with basic construction tasks, such as moving materials or assisting workers
  • Help prepare invoices, purchase orders, and track payments from clients
  • Maintain contract files with required documents (electronically and hard copies)
  • Performed walk-thru with General Contractor creating detailed notes and procedures needed to meet client’s needs
  • Scheduled meetings and appointments: prepared and edited correspondence, reporting, and presentation

Executive Administrative Assistant

Grace Charm & Hustle, Family
Brea, CA
02.2016 - 04.2021
  • Coordinate and organize meetings, including preparation of agendas and materials
  • Schedule and coordinate virtual pop-up events, product launches, and collaborations
  • Set up photoshoots, fashion events, or marketing campaigns
  • Manage the owner’s inbox responding to emails from customers, vendors and partners
  • Draft and proofread communications, including marketing emails, newsletters, and social media posts
  • Act as a liaison between the owner and customers, influencers, or suppliers, handling inquiries and ensuring timely responses
  • Assist with creation and scheduling of social media content for the boutique across platforms like Instagram, Facebook, Tiktok, and Pinterest
  • Track engagement metrics and monitor responses from followers or potential customers
  • Oversee the boutique’s online inventory, ensuring that stock levels are accurate and up-to-date
  • Coordinate with suppliers to restock sold-out items or plan for new product drops
  • Help manage product listings on the boutique’s website and other ecommerce platforms (Etsy, Shopify)
  • Assist with processing online orders, ensuring that they are fulfilled and shipped on time
  • Respond to customer inquiries regarding products, shipping, returns, and general questions
  • Handle any customer service issues, such as complaints, returns, or exchanges, and ensure they are resolved promptly
  • Help with set up and running virtual events, handing platform management (live streams on Facebook live, Instagram live)
  • Coordinate marketing efforts for pop-ups, including email blasts, social media posts, and influencer partnerships
  • Processing invoices, payments, and receipts for vendors, influencers, or contractors
  • Track and process orders and returns, ensuring accurate financial records for boutique
  • Help maintain the boutique’s e-commerce site, updating product listings, prices, and descriptions
  • Ensure the website is user friendly, and regularly monitor for any technical issues or glitches
  • Assist the owner in managing new projects such as launching new collections, collaborations, or seasonal promotions
  • Analyze customer feedback and market trends to assist in product development or future collections
  • Shipping, Processing, Marketing, Customer Service, Inventory
  • Responded to emails and other correspondence to facilitate communication and enhance business processes
  • Produced accurate office files, updated spreadsheets and crafted presentations to support executives and boost team productivity

Education

Bachelor's Degree - Pre- Allied Health & Care

Ottawa University
Ottawa, KS
05.2024

Associates Degree - Liberal Arts And Sciences

Santiago Canyon College
Orange, CA
05.2016

Skills

  • Problem Solving
  • Teachable
  • Leadership
  • Proactive
  • Flexible
  • Communication

Timeline

Restaurant Expo/Expediter

Bigs American Sports Bar and Grill
10.2022 - 05.2023

Prescription Benefits Manager

CVS Health
08.2022 - Current

Secretary

Amaysing Construction
04.2021 - 07.2021

Medical Administrative Assistant

Arizona Medical Weight Control
05.2016 - 07.2022

Executive Administrative Assistant

Grace Charm & Hustle, Family
02.2016 - 04.2021

Bachelor's Degree - Pre- Allied Health & Care

Ottawa University

Associates Degree - Liberal Arts And Sciences

Santiago Canyon College

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Brooke Mays