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Skills

  • Schedule mastery
  • Call center experience
  • Technologically savvy
  • Complex problem-solving
  • Miscellaneous regulations knowledge
  • Contract development
  • System implementation
  • Promotional support
  • Microsoft Office expertise
  • Clerical support

Work Experiences

  • Took 3+ inbound calls per day and directed them to the appropriate people or departments.
  • Was in charge of the store's opening duties, which included counting cash drawers and inspecting all equipment for proper operation.
  • Ranked as the most effective in implemented out of 2 representatives.
  • Assessed customer needs and upsold products and services to increase initiative sales.
  • Improved operational efficiencies by developing organizational filing systems for confidential customer records and reports.
  • Achieved a high sales percentage with a consultative, value-focused customer service approach.
  • Determined accurate prices for standard customer services by searching for the best deals and prices for customers on a regular basis.
  • Looked at customer account information to figure out what was wrong and how to fix it.
  • Worked as a liaison between customers and retail buyers to expedite orders and meet customer demands.
  • Prepared and sold a diverse range of customized merchandise to both individuals and businesses.

Summaries

  • Pharmacy Call Center Representative with 9 years of experience resolving customer complaints and inquiries.
  • Mentoring and coaching skills in a dynamic professional.
  • Procedure regulations and procedures are second nature to me.
  • Service-oriented and quality-focused, with 2 years of Miscellaneous experience and a track record of success.
  • Expertise in insurance products, service, and customer needs has been demonstrated.
  • Well-versed in the products, services, and consumer trends of the Miscellaneous.
  • Professional who is cheerful and upbeat and has a track record of exceeding customer service expectations.
  • Managing paperwork, collecting payments, and resolving issues are all skills I have.
  • Effective Pharmacy Call Center Representative with 6 years of experience assisting customers and offering targeted solutions through active listening and customer needs assessment.
  • Customer service professional who is used to working in a fast-paced standard call center environment.

Accomplishments

  • Regularly monitored and updated call center protocols, achieving 48% compliance across all federal and state healthcare regulations.
  • Facilitated over 17 prior authorization approvals per week, reducing patient wait times by 57% through efficient case management.
  • Handled urgent pharmacy issues and resolved patient medication access inquiries within an average response time of 2 minutes.
  • Directed internal workshops on pharmacy customer service protocols, contributing to increased team productivity and a 55% reduction in training time.
  • Played an integral role in reducing average hold times by 80% by integrating automated call routing systems.
  • Achieved Scrum Master to enhance proficiency in healthcare communication and conflict resolution, contributing to a 31% increase in first-call resolution.
  • Specialized in managing escalations, successfully reducing elevated calls by 62% by implementing a new conflict resolution approach.
  • Proposed and implemented a patient callback system, decreasing missed appointment-related prescription call-backs by 49%.
  • Contributed to the pharmacy team’s success through multitasking, handling an average of 7 calls per hour, including complex prescription refill requests.
  • Processed an average of 6 patient insurance inquiries daily while maintaining a 54% error-free record.

Affiliations

  • Contributor, Call Center Process Improvement Initiative aimed at reducing patient escalations by 34%
  • Member, International Pharmaceutical Federation (FIP) - enhancing knowledge of global pharmacy practices
  • Active Member, Call Center Network Group, with focus on best practices in patient interaction and call escalation management
  • Member, Patient Support and Drug Information Network through Summit Group
  • Completion, Prescription Drug Plan Patient Assistance Program through category
  • Member, Healthcare Information and Management Systems Society (HIMSS)
  • Graduate, Specialized Pharmacy Training Programs via category 2015
  • Certification Holder, Health Insurance Portability and Accountability Act (HIPAA) Compliance 2024
  • Member, Healthcare Call Center Association (HCCA) - Networking with industry peers on customer service excellence
  • Member, National Pharmacy Technician Association (NPTA) since 2015

Certifications

  • Certified Lean Six Sigma Yellow Belt - Healthcare Focus - 2020 - Lakeside Partners
  • Call Center Excellence Certification - 2022 - Harbor & Co.
  • Cisco Certified Network Associate (CCNA)
  • CompTIA Security+
  • National Pharmacy Technician Certification (NHA-CPhT) - 2019
  • Cisco Certified Internetwork Expert (CCIE)
  • National Call Center Certification for Pharmacy Professionals - 2023 - Cedar Works
  • Pharmaceutical Sales and Marketing Certification - 2019 - initiative
  • Certified Medication Use Safety Specialist (CMSS) - 2016 - program
  • Pharmacy Law and Ethics Certification - Texas - 2020

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