Summary
Overview
Work History
Education
Skills
Timeline
Generic

Parenthises Brown

Memphis,TN

Summary

Experienced remote call center representative skilled in handling high-volume inbound/outbound calls, researching issues, documenting interactions, and meeting performance metrics. Strong background in benefits verification, claims support, HIPAA-compliant communication, and multi-system navigation in remote healthcare and financial environments.

Overview

17
17
years of professional experience

Work History

Call Center Support Representative

American Home Shield Corporation
Grenada, Ms
08.2016 - 05.2026
  • Managed high-volume inbound calls relating to coverage, eligibility, authorizations, or claims
  • Met daily performance KPIs including AHT, QA, and first-call resolution
  • Documented call outcomes in CRM while ensuring HIPAA compliance
  • Educated callers regarding benefits, co-pays, deductibles, or pharmacy processes
  • Followed escalation workflows for complex clinical or billing issues
  • Resolved customer inquiries and complaints with empathy and efficiency.
  • Conducted follow-ups with customers to ensure satisfaction with resolutions.
  • Assisted customers with troubleshooting hardware and software issues.

Remote Benefits Support Specialist

Areotek
Memphis, Tn
08.2012 - 07.2016
  • Assisted members and providers with prior authorizations, plan coverage, and pharmacy claims
  • Entered clinical and plan data accurately across multiple healthcare platforms
  • Communicated determinations to providers, pharmacies, and members.
  • Researched rejected claims and provided resolution steps

Remote Customer Support Call Center Rep

ADP
Grenada, MS
08.2009 - 05.2012
  • Handled multi-queue incoming calls and online cases
  • Created support tickets and routed issues to correct departments
  • Maintained call statistics comparable to peers in fast-paced remote settings
  • Supported customer needs while maintaining compliance and professionalism
  • Processed service agreements and claims efficiently.

Education

Grenada High School
Grenada, MS

BBA - Business Administration- Pursuing

University of Mississippi
Oxford, MS

Skills

  • Inbound/Outbound Calls
  • Benefits & Eligibility
  • Prior Authorization Support
  • Claims/Pharmacy Support
  • CRM & Dialer Systems
  • AHT/FCR Metrics
  • Call Documentation
  • De-Escalation
  • HIPAA Compliance
  • Multi-System Navigation
  • Data Entry
  • Problem Resolution
  • Remote Productivity Tools
  • Medical Terminology

Timeline

Call Center Support Representative

American Home Shield Corporation
08.2016 - 05.2026

Remote Benefits Support Specialist

Areotek
08.2012 - 07.2016

Remote Customer Support Call Center Rep

ADP
08.2009 - 05.2012

BBA - Business Administration- Pursuing

University of Mississippi

Grenada High School
Parenthises Brown