Service Representative Customer

William Gabriel Matthews

* *********** ** (*nd floor) Phone: 412-***-****

Baldwin, PA 15210 ****************@*******.*********:**********@*****.***

mailto:**********@*****.***

mailto:**********@*****.***

Highlights:

●Responsive to inbound service calls in a fast-paced, high volume call center

●Demonstrates accuracy, attention to detail and ability to work well in a team environment

●Adept at both oral and written communication and computer usage Microsoft word, excel

●Familiar with insurance and Medicare products

●Bilingual English-Spanish

Qualifications:

Identify and anticipate needs of customers

Excellent computer skills and phone etiquette

Typing speed: 40wpm

Experience:

*CVS Specialty Pharmacy, Monroeville, PA

Pharmacy Service Representative January 2016- Present

●Services orders from start to finish for patients with chronic conditions with empathy and professionalism.

●Problem solves issues that arises day to day with unmet order delivery, high copays, insurance changes, and prescriptions.

●Provides interpretation for Spanish speaking patients at time of order for specialized departments and Pharmacists.

*UPMC-Community Care Behavioral Health Organization, Pittsburgh, PA

Customer Service Representative February 2007- January 2016

●Maintains comprehensive understanding of member benefits, covered benefits, limitations, exclusions, policies and procedures, computer screens and code definitions, and also maintained current awareness of plan changes and developments.

●Determines if the member needs intervention by the Care Manager for emergent or urgent situations as directed by protocol.

●Receives member and provider complaints, attempts resolution, and logs data

●Verifies eligibility

● May engage in the acquisition or transfer of structured clinical data, but does not engage in any activities that involve clinical evaluation or interpretation

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