Layla Brooks
Phoenix,AZ
Summary
Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.
Overview
11
11
years of professional experience
Work History
Appeals and Grievances Coordinator
Centene Corporation
Tempe, AZ
06.2020 - Current
- Reviewed documents submitted by customers in support of their claims before they are entered into the system.
- Analyzed complex cases to determine appropriate resolution in accordance with relevant laws, regulations and organizational policies.
- Collaborated with other departments within the organization to identify potential solutions for resolving customer disputes.
- Prepared written responses to customers regarding the status of their appeal or grievance filings.
Customer Service Representative Team Lead
Centene Corporation
Tempe, Arizona
09.2017 - 06.2020
- Promoted to leadership position in recognition of strong work ethic and demonstrated ability to provide exceptional internal and external customer service.
- Trained new team members on proper service methods and evaluated service delivery using quality assurance program.
- Assessed, motivated and empowered team members to work to build customer satisfaction and loyalty, to support retention.
- Monitored team performance metrics such as call wait times, average handle time and first call resolution rates.
Pharmacy Customer Service Representative
Express Scripts Incorporated
Tempe, AZ
07.2014 - 07.2017
- Processed prescriptions accurately and efficiently.
- Helped patients understand care, coverage, and payment responsibilities and rights by effectively answering questions via phone, chat, or email, suggesting effective solutions, and resolving issues quickly.
- Processed patient co-pays, deductibles, and other payments, ensuring accurate financial records.
Education
High School Diploma -
Cudahy High School
1996
Skills
- High-energy attitude
- Customer service
- Team leadership
- Attention to detail
- Problem-solving abilities
- Regulatory compliance
- Excellent verbal/written communication
- Problem solving
- Interpersonal skills
- Multitasking
- Team building
- Reliability
- Active listening
- Critical thinking
Timeline
Appeals and Grievances Coordinator
Centene Corporation
06.2020 - Current
Customer Service Representative Team Lead
Centene Corporation
09.2017 - 06.2020
Pharmacy Customer Service Representative
Express Scripts Incorporated
07.2014 - 07.2017
High School Diploma -
Cudahy High School