Customer Service Manager
Resume:
Tiffany Huntoon
Email: *********@********.***
Address: **** ****** **** ***# ***
City: Tampa
State: FL
Zip: 33614
Country: USA
Phone: 813-***-****
Skill Level: Entry
Salary Range: $48,000
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
PROFESSIONAL OBJECTIVE: To gain a leadership position within a new field of the healthcare industry while further developing my skills that I have acquired during my tenor as a SR Pharmacy Technician and Formulary Coordinator.
EXPERIENCE:
Pharmacy Formulary Coordinator
WellCare Health Plans
2009 to present
* Run weekly and biweekly meetings between the internal department and the Pharmacy Benefits Manager. Running these meetings entails organizational skills to update and maintain the working agenda and any notes or additional information needed for the agenda or upcoming meetings.
* Review reports that are sent to WellCare` s Pharmacy Benefits Manager for programming and run quality control test claims. This job function utilizes my investigative skills to determine if the medication is covered or not covered. Shows attention to detail while testing and reviewing the test claims.
* As quoted by my manager I am -an asset to the Formulary Team... and a stellar employee.-
* Manage the errors found in programming and work with the PBM to have them corrected. To perform this job function, I must investigate why claims reject to determine if an error has truly occurred so that it can be corrected in a timely fashion for our members.
* Assist my manager with the review and possible resolution of the Complaint Tracking Modules (CTMs). This job function determines issues that need to be addressed to improve customer service and works to make positive work flow changes as needed.
* Assist my manager and director with reviewing the Prescription Drug Event (PDE) claims that are received from CMS. To perform this job function, I must investigate why a claim adjudicated a specific way and determine if it was correct or not.
* Assist team members with questions and helps implement new policies and procedures on the team. This job function shows my communication, team work, and teaching abilities.
Pharmacy Technician
WellCare Health Plans
2007 to 2009
* Reviewed Coverage Determination Request Forms. Developed research and decision-making skills.
* Answered customer service phone calls for different lines of business. Ability to juggle phone calls for different lines of business back-to-back. Also, handled many escalated issues for my management team.
* Reviewed PFFS daily, weekly, and monthly productivity reports. This helped ensure no cases went out of compliance and held others accountable for ensuring cases were completed on time.
* Assisted upper management in my department with special projects when needed. These projects were often time sensitive and dealt with legal issues so I was able to work well under pressure and complete my work on time.
* Was lead back-up for my supervisor and assisted wherever needed when she was absent or in a meeting. Showed that I am trustworthy and dependable and shows I have strong leadership skills.
Senior Pharmacy Technician
Walgreens Pharmacy
2000 to 2007
* Assisted my manager with organizing the orders and keeping track of inventory. Responsible for tracking and maintaining inventory to ensure patients were able to receive their medication.
* Assisted patients and doctors with the filling of prescriptions and called on third party rejects and assisted insurance companies when they would call and need a claim resubmitted. Demonstrates problem-solving skills and the ability to follow-through on an issue.
* Developed a positive relationship with several of our regular customers who knew they could rely on me to help when needed. This demonstrated strong customer service skills.
* Assisted in audits for insurance companies or upper management when needed. Shows that I was held accountable for collecting any of the information being requested by the auditor by a specific date and time.
* Managed the schedule for all of the technicians and the pharmacists who worked in the pharmacy. Responsible to ensure the pharmacy is properly staffed at all times and all shifts were covered.
QUALIFICATIONS:
* Excellent ability to work well with minimal supervision.
* Efficient prioritizing and focusing on urgent business needs.
* Strong communicator with leaders and team members both within and outside of the department.
* Dedicated to gaining a larger knowledge base for better production.
* Efficiently able to prioritize and remain focused on the essence of an issue.
* Committed to providing excellent customer support and customer service skills.
* Skilled at learning new concepts quickly while working well under pressure.
* Dedicated to solving problems and following through on issues or questions.
* Awarded the Pharmacy Associate of the month award for February 2012 and received high ratings on two most recent annual reviews.
* Excellent ability to organize and establish filing systems.
* Strong leadership abilities.
EDUCATION:
University of Phoenix
Bachelors of Science in Health Administration (2012)
Associates of Arts in Health Communications Administration with an Emphasis in Pharmacy Practices (2010)
CERTIFICATIONS:
Pharmacy Technician Certification Board (PTCB) certified since November 30th, 2002
Registered with the Department of Health for the State of Florida since December 31st, 2010.
COMPUTER SKILLS:
Outlook, Excel, Word, Power Point, Xcelys, Pharmacy Benefits System (PBS), Zynchros, Clinical Pharmacology, Share Point.
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