Candace Brown
Roanoke Rapids
Summary
Dedicated and versatile professional with extensive experience in healthcare, social services, customer service, and data management. Skilled in Medicaid casework, patient-centered support, and coordinating services across clinical, community, and administrative settings. Proven ability to manage high-volume caseloads, resolve client inquiries, and maintain accurate documentation using systems such as NCFAST and Microsoft Office Suite. Recognized for strong communication, problem-solving, and collaboration skills that drive positive outcomes for clients, patients, and organizations.
Overview
27
27
years of professional experience
Work History
Income Maintenance Caseworker II
Halifax County Department of Social Services
01.2023 - Current
- Interview individuals for Medicaid redeterminations; explain policy and benefit changes.
- Gather and verify eligibility information via phone, mail, and in-person interviews.
- Perform case management duties and document cases in NCFAST system.
- Provide intake services for Crisis, CIP, LIEAP, and LIWAP benefits.
- Handle client inquiries, complaints, and policy questions for Family and Children Medicaid.
- Organize caseloads to ensure timely redetermination and recertification.
Qualified Mental Health Professional
Jakafi Behavioral Center
01.2017 - 01.2023
- Delivered intensive, solution-focused treatment strategies to clients and families.
- Assessed patient physical and mental status; documented findings.
- Coordinated care with service providers and identified additional resources.
- Prepared service plans, treatment updates, and discharge summaries.
- Responded to crisis situations and coordinated inpatient/outpatient care.
- Linked clients to external resources (housing, employment, health services, AA/NA, childcare, transportation).
- Completed progress reports and maintained compliance with agency standards.
Customer Service Representative
The Comfort Zone
01.2013 - 01.2015
- Handled inbound calls regarding products, services, and order status.
- Processed billing payments and resolved customer complaints to ensure satisfaction.
Customer Service Representative
Kelly Services / RBC Centre
01.2010 - 01.2013
- Assisted banking clients with account maintenance and documentation.
- Monitored accounts for fraudulent activity and processed service requests.
- Researched and resolved issues in savings, checking, and credit accounts.
- Maintained confidentiality of client records and directed inquiries to branch personnel.
Mental Health Paraprofessional
Professional Group Living
01.2007 - 01.2010
- Supported child and adult treatment teams with clinical interventions.
- Monitored and documented client progress toward treatment goals.
- Coordinated with collateral sources (parents, teachers, agencies) to build support networks.
- Ensured compliance with medication appointments and agency policies.
- Provided transportation, referrals, and liaison services for clients and families.
Data Entry Administrator
IBM Corporation
01.2004 - 01.2006
- Maintained data entry database for Matching Grant department.
- Responsible for daily entry of Matching Grant forms into database.
- Maintained electronic and paper log of all Matching Grand funds received.
- Researched and processed returned checks from external donors.
- Maintained files for eligible and ineligible institutions.
- Compiled statistical information for special reports.
- Created monthly reports for Department records and Directors.
CUSTOMER SERVICE REPRESENTATIVE
SPHERION/IBM CORPORATION
01.2002 - 01.2004
- Answered incoming calls that were received from multi-line phone system from IBM employees and retirees requesting information and material and regarding gift contributions to the IBM Matching program.
- Entered Matching Grant gift donations data into database daily.
- Assisted with maintaining financial records for the Matching Grant program.
- Processed correspondence for Matching Grant gift contributions.
CUSTOMER SERVICE REPRESENTATIVE
CINGULAR WIRELESS
01.2001 - 01.2002
- Answered incoming calls.
- Assisted customers with billing and account inquires.
- Processed customer bill payments.
- Provided limited technical support.
- Provided accurate and appropriate information in response to customer inquiries.
CASHIER
IF IT'S PAPER
01.1999 - 01.2001
- Assisted customers with items purchases and returns.
- Maintained store inventory.
- Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges.
- Computed accurate sale prices for purchases transactions.
- Interacted with customers and retail buyers to follow-up on shipping statues and expedited orders.
- Prepared and sold broad range of customized merchandise to individuals and commercial account holders.
Education
Bachelor of Science - Criminal Justice
LIBERTY UNIVERSITY
LYNCHBURG, VA10.2016
HIGH SCHOOL DIPLOMA - undefined
WELDON HIGH SCHOOL
WELDON, NC06.1994
Skills
- Healthcare Support Expertise: Hands-on experience assisting patients and families, coordinating services, and navigating healthcare systems to ensure timely access to care
- Call Center Proficiency: Skilled in managing high-volume inbound/outbound calls, resolving inquiries, and maintaining positive patient and client relationships
- Client-Centered Service Delivery: Adept at anticipating patient needs, identifying challenges, and implementing solutions that secure positive outcomes
- Technical Systems Knowledge:
- Microsoft Office Suite (Word, Excel, PowerPoint)
- Collaboration Tools (Microsoft Teams, Gmail)
- Specialized Healthcare Systems (NC FAST – North Carolina Families Accessing Services through Technology)
- Data Entry & Documentation: Experienced in accurate recordkeeping, updating patient information, and maintaining compliance with healthcare standards
- Cross-Functional Collaboration: Partnered effectively with clinical staff, patients, and external agencies to streamline care coordination
- Communication Excellence: Strong verbal, written, and telephonic communication skills ensuring clear, empathetic, and professional information exchange
- Customer Service Strengths: Recognized for delivering compassionate support, building trust, and fostering long-term patient satisfaction
Timeline
Income Maintenance Caseworker II
Halifax County Department of Social Services
01.2023 - Current
Qualified Mental Health Professional
Jakafi Behavioral Center
01.2017 - 01.2023
Customer Service Representative
The Comfort Zone
01.2013 - 01.2015
Customer Service Representative
Kelly Services / RBC Centre
01.2010 - 01.2013
Mental Health Paraprofessional
Professional Group Living
01.2007 - 01.2010
Data Entry Administrator
IBM Corporation
01.2004 - 01.2006
CUSTOMER SERVICE REPRESENTATIVE
SPHERION/IBM CORPORATION
01.2002 - 01.2004
CUSTOMER SERVICE REPRESENTATIVE
CINGULAR WIRELESS
01.2001 - 01.2002
CASHIER
IF IT'S PAPER
01.1999 - 01.2001
HIGH SCHOOL DIPLOMA - undefined
WELDON HIGH SCHOOL
Bachelor of Science - Criminal Justice
LIBERTY UNIVERSITY