Customer Service Office Manager
Resume:
Ricki Miller
Lynchburg, VA *****
ad3foa@r.postjobfree.com
My goal is to become associated with a company where I can utilize my skills and gain further experience.
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Office Manager
Groups Recover Together - Lynchburg, VA
June 2023 to Present
• Responsible for maintaining overall office appearance
• Responsible for opening and closing Groups offices
• Welcome everyone to the office and be the first contact for all members and visitors
• Provide exceptional customer service, in person, by phone and via video conference, and help members troubleshoot issues that affect their treatment
• Carry out administrative duties such as answering phone calls, responding to member texts, responding to emails, and troubleshooting general tech issues with members
• Manage member flow in the office and on virtual group meetings, including check-in/out, collecting payment, management and creation of prescriptions, submission of prior authorizations for medication, and drug screen collection
• Coordinate with medical providers on scheduling and member needs; troubleshoot day to day operational challenges that providers may face; and manage provider time tracking to ensure that leadership are able to enter time for payment in a timely manner depending on the state specific workflows
• Maintain accurate member information in the EMR including but not limited to demographic information, group appointment scheduling, individual appointment scheduling, ensuring appropriate prescription coverage for members and provider compliance scheduling
• Provide and review needed forms with members for electronic signature
• Collect insurance information, understand in-network insurance plans that are accepted, and collect co- pays/coinsurance as deemed appropriate. Connect members with the Member Access Team for member financial responsibility
• Work closely with local pharmacies to ensure no unnecessary disruptions to a member’s medication
• Answer general office level questions from members regarding program concerns, pharmacy issues, and/or other personal needs of the program (if unable to answer questions, will help the member find the correct point of contact)
• Manage petty cash fund (via PEX card) and help the finance department complete reports on a daily/ weekly basis through accurate record keeping
• Order and maintain adequate office supplies through office supply platform or purchasing from local retailers
• Ensure member Urine Drug Screens supplies are shipped, where applicable, and be available for member pick-up at the office at designated times
• Consistently meet/strives to meet office specific goals attached to key performance indicators (KPIs) to drive positive outcomes for our members
• Manage and maintain reporting trackers to drive member success and overall operational compliance
• Responsible for coordinating member medication counts, completing health/ safety drills, monitoring PDMP for state compliance, and adhering to office compliance standards.
• Proactively engage in community relations activities
• Distribute brochures, flyers, and written materials to community stakeholders to promote Groups and its mission
• Attend and participate in community meetings related to substance abuse and addiction topics
• Drive awareness of groups in your community by posting flyers in appropriate locations weekly or as requested by your area leader
• Performs other duties as assigned
Staffing Coordinator
Centra Health - Lynchburg, VA
October 2021 to July 2023
The Staffing Coordinator is responsible for the coordination of daily staffing and the maintenance of nursing employee schedules within the KRONOS system in accordance with hospital policies and accepted standards. Ensure staffing and scheduling coordination across the health system. Customer Service Representative
Sway communication - Greensboro, NC
November 2021 to June 2023
• Answering inbound calls ordering products, taking donations, prayer requests, prayer calls, and customer service requests
• Record customer information accurately
• Processing credit card payments
• Engage with customers in a friendly and professional manner while actively listening to their concerns
• Other project work may include digital chat assistance, customer reviews, email responses Mental Health Counselor
Centra (Psychiatric children hospital) - Lynchburg, VA February 2020 to December 2021
The Associate Mental Health Professional provides direct supervision to individuals of varying ages in a variety of clinical or educational settings. The Associate Mental Health Professional manages therapeutic milieu activities. This Professional functions under the supervision of the shift supervisor. Works well within multidisciplinary teams. Provides ongoing direct care including observation, monitoring, behavioral interventions, and supportive therapy. The Associate Mental Health Professional is a primary contributor to the quality of the therapeutic milieu
Residential Advisor
Old Dominion Job Corps Center - Monroe, VA
August 2018 to December 2021
A mental health counselor on six different dormitories that work with you males and females between the ages of 16-24.
Supervises students while in the dormitory and on Center sponsored activities. Supervises student and maintains
a clean, orderly, safe comfortable residence. Instruct students in social skills, including: Communication and interpersonal relations Personal conduct and social graces On-Center and off- Center conduct Conflict resolution and problem solving Personal hygiene and appearance Social responsibilities Facilitates the students'
reception of prompt and appropriate assistance in the event of injury, illness, emotional trauma, arrest, trouble at home or other traumatic experience. With Center provided training any administer first aid and emergency medical procedures,
such as CPR. Inspects dormitory areas; ensures cleanliness, safety and attractiveness; supervises housekeeping chores. Ensures confidentiality of student's personal information Maintains accurate and up-to-date records of student personal/social development plan. Maintains student accountability, including the completion of relevant records and reports. Conducts daily dorm meetings. Therapeutic Educational Assistant/ Behavior Assistant Laurel Regional School - Lynchburg, VA
August 2018 to October 2021
To assist classroom teachers or other professionals with the care of special population students and to assist professional staff in helping students achieve instructional objectives, and established student goals.
Supervises assigned groups of students engaged in independent study/play activities. Supervises individual students that are experiencing difficulties and the need to be isolated. Assists in the supervision of students arriving and leaving school. Assists in preparing meals, supervising, and/or feeding students during mealtimes. Assists in supervising/helping students during transition periods
(bathroom, playground, rooms, and jobs). Supervises large groups of students before school and during faculty meetings. Assists in supervising and working with students while on the playground. Performs clerical duties consisting of typing, duplicating, filing, recording data, distributing materials, preparing display materials, weighing and measuring children. Assists in maintenance of files containing student records, work and assessment data. Cleans and organizes room throughout the day and at the end of each day. Reacts appropriately and as directed in emergency situations. Handles information about students confidentially. Maintains courteous, professional and effective working relationships with all levels of employees. Works the days and hours necessary to perform all assigned responsibilities and tasks. Performs related duties as necessary
Residential Technician
Horizon Behavior Health
October 2015 to August 2019
Mental health technician focuses on supporting individuals progress towards reaching there goals in the local community. Help manage and support all resources with all health and safety. Residential Advisor
Old Dominion Job Corps Center - Monroe, VA
April 2014 to December 2016
A mental health counselor which coordinates and maintains a program within the community, which provide social, living, and positivity on dorm for students between the age of 16-24. Customer Service Representative
Inservice America - Lynchburg, VA
November 2010 to May 2015
Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
Check to ensure that appropriate changes were made to resolve customers' problems. Confer with customers by telephone to provide information about products or services, take or enter orders, handle prayer calls and enter prayer, or obtain details of complaints. Outbound: Contact customers if we have missed any calls due to a large call volume Voicemail: Listen and recorded information that was left to place an order or a prayer request Data Entry: Insert information that was not properly placed
Help Desk: Help agents with difficult calls
Pharmacy Technician
CVS
June 2010 to July 2011
Responsibilities: production of prescriptions with pharmacist supervision including label printing, medication counting, and accurate fulfillment, process customer orders in pickup and dropoff areas, provide excellent customer service.
Education
Bachelor's degree in Bachelor’s of Science Public Administration University of Phoenix-Online Campus
Present
certificate in Pharmacy Technician and became
National College - Lynchburg, VA
August 2011
Associate in General Studies
Central Virginia Community College - Lynchburg, VA May 2010
High School Diploma
Central Virginia Community College and E.C. Glass High School June 2009
Skills
• CSR
• Call Center
• Customer Care
• Customer Service
• Customer Support
• Time Management
• Special Needs
• Pharmacy Technician Experience
• Mental Health Counseling
• Order Entry
• Typing
• Experience Working With Students
Certifications and Licenses
National Pharmacy Technician Certification (PTCB)
Assessments
Customer focus & orientation — Proficient
July 2021
Responding to customer situations with sensitivity Full results: Proficient
Work motivation — Proficient
July 2020
Level of motivation and discipline applied toward work Full results: Proficient
Customer service fit — Proficient
July 2021
Measures the traits that are important for success for customer service roles Full results: Proficient
Attention to detail — Proficient
January 2022
Identifying differences in materials, following instructions, and detecting details among distracting information
Full results: Proficient
Scheduling — Proficient
March 2022
Cross-referencing agendas and itineraries to avoid scheduling conflicts Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
Additional Information
Professional Skills
Note Writing Beginner
Typing 45 WMP Competent
Communication Intermediate
First Aid/CPR Training Beginner
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