Open To Work
Brooke Thornton
McKinney,TX
Summary
Dynamic Pharmacy & Healthcare Services Advocate with a proven track record at Advantage PHC, adept at resolving complex issues and enhancing member experiences. Skilled in insurance benefits and effective communication, I successfully preserved over $211,000 in premium revenue through tailored solutions and proactive engagement, ensuring satisfaction and compliance.
Overview
10
10
years of professional experience
Work History
Pharmacy& Healthcare Services Advocate
Advantage PHC
11.2023 - 05.2025
- Resolved complex pharmacy-related issues, including insurance denials, prior authorizations, and manufacturer program enrollment, enhancing member access to necessary medications.
- Educated members on formulary options and cost-saving programs, improving medication adherence and overall health outcomes.
- Liaised between members and stakeholders, fostering understanding and satisfaction with pharmacy services.
- Documented and tracked member interactions with clear notes and resolution paths using internal tracking systems.
Conservation Specialist
Globe Life Insurance
02.2022 - 11.2023
- Proactively retained at-risk policyholders by identifying cancellation drivers and tailoring solutions, resulting in over $211,000 in preserved premium revenue for Globe Life Insurance.
- De-escalated complaints and clarified policy benefits, promoting continued enrollment through tailored messaging.
- Handled High-volume inbound and outbound calls to retain insurance policyholders and resolve payment –related concerns.
Medical Records Retrieval Agent
Cotiviti
04.2020 - 02.2022
- Contacted medical offices and third-party vendors to retrieve health records for audits and compliance.
- Ensured secure handling of PHI and tracked documentation status for medical reviews.
- Verified provider information and coordinated logistics to streamline record retrieval processes.
- Facilitated timely, complete documentation for multiple insurance clients during review processes.
Onsite Donor Center Platelet Coordinator
American Red Cross
06.2015 - 09.2020
- Coordinated donor communication to resolve scheduling and eligibility issues, enhancing the donor experience.
- Maintained precise records of interactions and preferences to prevent conflicts and ensure seamless engagement.
- Trained volunteers to foster loyalty and retention through clear, supportive communication.
Education
Associate of Arts - Early Childhood Education, Vocal Performance
Shaw University
Raleigh, NC01-2005
Skills
- Customer advocacy
- Member experience
- Pharmacy outreach
- Healthcare navigation
- Insurance benefits
- Claim resolution
- Quality assurance
- Compliance resolution
- Process management
- CRM software proficiency
- Database management
- Problem solving
- Coaching
- Attention to detail
- Effective communication
- Time management
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
RemoteSalary Range
$45000/yr - $200000/yrTimeline
Pharmacy& Healthcare Services Advocate
Advantage PHC
11.2023 - 05.2025
Conservation Specialist
Globe Life Insurance
02.2022 - 11.2023
Medical Records Retrieval Agent
Cotiviti
04.2020 - 02.2022
Onsite Donor Center Platelet Coordinator
American Red Cross
06.2015 - 09.2020
Associate of Arts - Early Childhood Education, Vocal Performance
Shaw University