Customer Service Quality Assurance

Matthew Howard

Email: abpfql@r.postjobfree.com

Address: ***** *** ******

City: St. Petersburg

State: FL

Zip: 33716

Country: USA

Phone: 727-***-****

Skill Level: Experienced

Salary Range: $70,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

MATTHEW E. HOWARD

12000 4th St., St. Petersburg, FL 33716

(727) 537 - 0065

abpfql@r.postjobfree.com

EDUCATION

Bachelor of Science 2010

University of South Florida

Major: Biomedical Sciences

Minor: Public Health

PROFESSIONAL EXPERIENCE

PMSI, INC. - Tampa, FL

2011 - present

Clinical Program Deployment Team

Building relationships with a diverse group of professionals in order to better interface with multiple departments to accomplish the company's objectives. This role is a hybrid, designed to meet both our programs' operational and developmental needs.

Designing and operating pilot clinical programs. The writing of business requirements documents for information technology professionals; to facilitate the automation of these programs. Performing knowledge transfers with I.T. professionals to aid in program development. Then depending on the program, Quality Assurance and/or the User Acceptance Testing associated. Lastly, the writing of the policy & procedure guide on the program before transferring the responsibilities of day to day operations to another.

Performing analysis for the National Account Management team to support program operations. This includes but is not limited to the production of claimant/patient candidate reports for different product offerings based on multiple proprietary criteria that selects high risk claimants for an appropriate intervention and follow up analysis to evaluate the outcomes of the selected interventions.

Performing continuous quality improvements on our internal processes. This includes building templates to accelerate analysis, databases to track/manage interventions, refining methodologies, and the creation of ways to bypass recognized or newly identified problems.

CVS/Pharmacy - Seminole, FL

2003 - 2011

Last position: Pharmacy Technician

Providing compassionate care to patients while eliminating complexities and leading by example.

Continuously trained staff in multiple stores on the company's policy & procedures. Effectively managing inventory to ensure we didn't have to turn customers away.

Aided pharmacist in the filling of prescriptions. This was accomplished in many different ways: processing prescriptions, resolving third party billing rejections, preparing prescriptions for verification, proactively notifying patients of issues, and addressing customer service events.

TECHNICAL SKILLS

Excel: This has been my primary tool of analysis during my time at PMSI. I have used this program to make an entire clinical pilot program and regularly produce reports from analysis of 100,000+ records per client.

Access: I made several databases for variety of uses. Here are some of the things I have done commercially: database templates to input your data into in order to get your results, convert raw data from our vendors into client facing reports, and manage our orders.

SQL: I have worked extensively with PMSI's Business Intelligence (B.I.) Team on automated reporting via MicroStrategy. This would require many hours of reviewing queries with both the B.I. Architect & the B.I. Technical Lead to ensure what they were doing matched the original intent of the business.

PROFESSIONAL LICENSURE

State of Florida: RPT 17146 - Registered Pharmacy Technician

PROFESSIONAL ADDENDUM

HONORS & AWARDS

PMSI Business Priority Award

This award is given to a small group of employees that have made major contributions to aid the company in meeting its yearly priorities.

2012

CVS Regional Customer Service Award (awarded multiple times)

This is an award that given out only instances of service above the expectations of the company.

2003 - 2011

A full page national publication on my level of customer service.

CVS has an internal only magazine that it publishes and distributes to its associates nationwide. Upon request, I can make this available to you from the February 2008 Edition. 2008

MAJOR ACCOMPLISHMENTS

2012 - Aided in the creation of PMSI's Population Risk Scorecard

This is the first time in the workers' compensation industry that risks were being evaluated on and reported to clients at a population level.

2012 - Successfully retooled multiple client reports based on new client demand.

2012 - Exclusively built PMSI's infrastructure for their Nurse Progress Monitoring Program.

2011 - Exclusively built PMSI's Clinical Progress Monitoring program

2011 - Developed a case preparation system that lowered PMSI vendor costs by 20+ percent.

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