Summary
Overview
Work History
Education
Skills
Timeline
Generic

Conrad M Brooks

Columbia

Summary

Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.

Overview

9
9
years of professional experience

Work History

Grievance Analyst/Remote

CarelonRx
Scottsdale
08.2024 - Current
  • Research resolve, and communicate any issues, questions, or concerns our members have about their coverage and benefits provided through Medicare Part D.
  • Work cross functionally with different departments within CVS Health to support the research into the member’s issues.
  • Responsible for outreach to each member with a verbal and or written response explaining the resolution of the issues.
  • Close grievances cases 15-20 cases daily and close all cases within 25 days while maintaining the highest quality standards.
  • Construct written formal communication to members, multitasking, and working with up to 15 various computer applications and documenting the issue and resolutions in the database, while adhering to the strict turnaround times established by the Center for Medicare and Medicaid Services (CMS).

Customer Service Agent/Remote

CarelonRx
Knoxville
12.2020 - 08.2024
  • Assist members with their pharmacy and prescription benefit plans.
  • Go above and beyond on every call to assure one call resolution.
  • Meet and or Exceeds on MPS, AHT and JK Assist Rate for my metrics.
  • Worked on projects such as Beehive and assisted with the updating of pharmacy and member information for a major client.
  • Assisted as a PAL/SME for several new hire training classes, 2024 Boot Camp, SME Subcommittee and Beehive Project.
  • Always adhere to HIPAA and governmental compliance as required in my role as a customer care agent.

Community Health Specialist/Phlebotomist

Wright Wellness Center
Columbia
05.2016 - 10.2020
  • Performance of HIV rapid testing and client counseling as well as phlebotomy services.
  • Proficient in Amazing Charts.
  • Maintenance and upkeep of client records.
  • Tested for HIV, Hepatitis B and C and syphilis by venipunctures.
  • Assistance with the provision of treatment adherence counseling, HIV 101, and psychosocial support to clients.
  • Identification, preparation and submission of grants and other funding opportunities.

Internship

Regional Medical Center
Columbia
05.2016 - 05.2016
  • Company Overview: Internship
  • Performed 100+ venipunctures on new soldiers processing into the Army.
  • Tested for HIV, STIs and immunizations on soldiers.
  • Managed high volume sticks with no complications or errors.
  • Internship

Education

National Certified Phlebotomist Technician - Phlebotomy

Centura College
Columbia, SC
01.2016

High School - English Literature

Lakewood High School
Sumter
01.1997

Some College (No Degree) - Social Work

Midlands Technical College
Columbia, SC

Skills

  • Strong listening skills
  • Counseling skills
  • Specimen collections
  • Specimen storage
  • Customer service skills
  • Data entry
  • Peoplesafe
  • Excel
  • Office Works
  • Perfect Works 51
  • Provide Enterprise
  • Power Point
  • Medhok
  • People Safe
  • Citrix
  • Marx
  • Verint
  • Amazing Charts
  • Cerner Electronic Medical Record System
  • EHR (Prime SUITE)
  • AS400
  • Compass

Timeline

Grievance Analyst/Remote

CarelonRx
08.2024 - Current

Customer Service Agent/Remote

CarelonRx
12.2020 - 08.2024

Community Health Specialist/Phlebotomist

Wright Wellness Center
05.2016 - 10.2020

Internship

Regional Medical Center
05.2016 - 05.2016

National Certified Phlebotomist Technician - Phlebotomy

Centura College

High School - English Literature

Lakewood High School

Some College (No Degree) - Social Work

Midlands Technical College

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Conrad M Brooks