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Competencies
Demonstrated experience with Customer Service.
Demonstrated experience with Prescription Processing.
Demonstrated experience with HIPAA Compliance.
Demonstrated experience with Roof Surveying.
Demonstrated experience with Member Support.
Summary
Professional profile
Experience
Call Center Representative - Pharmacy Technician
Handle approximately 150 patient calls daily, providing support for prescription requests, refill orders, pharmacy questions, and insurance-related issues while maintaining HIPAA compliance.. Process 200+ prescriptions daily, accurately entering patient and prescription information in accordance with Walgreens procedures and pharmacy guidelines.. Consistently meet the department’s 95% adherence goal, demonstrating reliable schedule adherence and performance in a high-volume call center environment.. Resolve third-party insurance rejections by reviewing plan requirements, gathering missing information, making corrections, and resubmitting prescriptions for processing.. Communicate with insurance providers and other stakeholders to obtain information, secure override approvals, and resolve prescription processing issues.. Support pharmacists across multiple locations by troubleshooting missing prescription information, interpreting medical abbreviations and SIG codes, and escalating issues to senior-level staff when appropriate.. Use Genesys to manage patient calls and the Walgreens Interactive Job Aid to research procedures, troubleshoot issues, and provide accurate support.
Roof Survey Technician
Performed comprehensive commercial roof surveys.. Utilized cutting-edge MANTIS technology for precise assessments.. Adhered to strict safety protocols to ensure a safe and secure work environment.. Managed teams during roof surveys and ensured they had the equipment and resources needed to complete assignments.
Customer Care Representative
Supported members with inquiries related to eligibility, benefits, complaints, and service-related concerns in a remote customer care environment.. Provided accurate and timely information to members, customers, patients, and providers, addressing questions and documenting interactions as required.. Built rapport with members while maintaining professional and consistent communication across customer interactions.. Utilized remote customer service processes and technology to manage member inquiries and provide appropriate assistance.
Shift Lead
Managed POS transactions and assisted customers with questions regarding store policies and rewards procedures.. Supported daily operations through inventory management, financial tasks, and back-of-house organization.. Served as a shift lead in a high-volume customer service environment, coordinating multiple responsibilities while maintaining efficient operations.
Student Enrollment Assistant
Responded to phone inquiries and assisted students with questions regarding enrollment and registration.. Assisted students with online course registration, providing guidance throughout the enrollment process.