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Customer Service Executive

Location:
Brandon, Florida, United States
Salary:
18.00hr
Posted:
April 30, 2019

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Resume:

Laronda Gillyard

PATIENT CARE ADVOCATE

Tampa, FL 33610

ac89id@r.postjobfree.com - 813-***-****

Authorized to work in the US for any employer

WORK EXPERIENCE

Senior Process Executive

Cognizant Technology Solutions - Tampa, FL - November 2016 to Present

Assist Medicaid members with thier benefits they have through New York State or The Marketplace, which

includes locating and assigning a participating provider, reviewing insurance benefits to ensure a good

understanding. Answering question for participating providers and ensuring the doctor has been assigned

properly at the memers request.

PATIENT CARE ADVOCATE

Express Scripts Inc - Tampa, FL - March 2007 to May 2015

Responsible for handling a high volume of incoming calls from members, doctors, nurses with coverage

inquiries. Provided a high level of customer service at all times to ensure a pleasant call experience.

Coverage explanation, pricing of medication, and specifics of obtaining authorization that may be needed

to obtain certain medications were provided on any given call. Responsible for ordering as well as tracking

medication for members. Updated insureds information into the system if any changes were

needed and reviewed billing to ensure a one call resolution was in place. Acted as liaison for members

that needed approvals from the client prior to having a medication covered while showing empathy to those

that were in non coverage situations as I listened closely to their concerns.

In the Floor Support roll I would coach, monitor and oversee a class of approximately

Express Scripts Inc - Tampa, FL - March 2007 to May 2015

Express Scripts Inc 5701 E Hillsborough Ave # 1300,

Tampa, FL

In the Floor Support roll I would coach, monitor and oversee a class of approximately 25 new hire agents,

Answer system related questions and assist with locating job aids and other necessary tools to make

transition into the roll of Patient Care Advocate was a smooth and seamless transition.

Customer Service Supervisor

US HIGHWAY - Tampa, FL - September 1996 to June 2004

Provided direction and supervision for 30 plus employees

Planned and organized a course of action that would ensure employees met specific goals and objectives

Established structure to ensure the team worked efficiently, always soliciting input to foster teamwork

Assessed staff performance and provided feedback to capture development

Mentoring Supervisor

US HIGHWAY - Tampa, FL - April 2000 to April 2002

As a Mentoring Supervisor my roll was to oversee the development of approximately 25-30 new hire

employees. Ensure comfort level was in place in locating the appropriate tools to be successful in their

duties.Take daily attendance, monitor calls and provide feedback to foster growth.

EDUCATION

Diploma in Business

Hillsboroughl High School - Tampa, FL

1983 to 1986

SKILLS

HIPPA CERTIFIED (10+ years), BLACK BELT IN CUSTOMER SERVICE (10+ years)



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