Customer Service Manager

Evan Pelser

Email Patient Care Advocate

*******@*******.***

Summary

Currently, I am attending school to earn an Associate of Applied Science in Health Information Technology and

wish to move on to obtain a Bachelor of Science in Technical Management with a Health Information

Management Specialization. I am looking to use my use my Customer Service/Trainer skills and knowledge I

learn from my degree studies to help physicians, medical facilities and patients with optimizing using Electronic

Health Records and ePrescribing to lower patient costs while maximizing physician and medical facility

efficiency to lower costs.

Experience

Email Patient Care Advocate at Express Scripts

November 2007 - Present (6 years 2 months)

Answer incoming email inquiries from members of a Prescription Benefit Manager and Mail Order

Pharmacy. Supply complete and accurate information concerning email inquiry, resulting in one email

resolution so the member does not have to institute multiple contacts. Answer inquiries ranging from

medication coverage and pricing, explain plan details, benefits of using Medco, place prescription orders and

support for website questions. Contact members by telephone if there are multiple contacts, member request

for call back or need to reach out directly to answer the member's inquiries. Assist Call Center in answering

telephone calls due to high demand and as needed. Protect the Individual Health Information of members by

ensuring what information can be revealed based on if the email was sent from the secure message center

from inside the member's website account pursuant to federal HIPAA Privacy standards and Medco Standard

Operating Procedure.

Position: Email Customer Service Reporting Coordinator

Responsibilities: This was a loan position, from December 2009 until September 2010, for a corporate project

to compile, consolidate and analyze data for the emails received each month for our members and responded

to by our representatives. In analyzing the data determine if there were any trends in turnaround time from

when an email was received and responded to. Generated additional reports needed for our clients and

research any anomalies that may show in the data. Research and report why contractual turnaround time to

respond to a member's email was missed for our client Microsoft. Reported how many emails did not use the

approved templates for our client Johnson & Johnson. Currently working on an as needed basis for this

position due to contractual rules in the Collective Bargaining Agreement, between company and union,

stipulating maximum length of time a loan position can be worked.

Patient Care Advocate at Express Scripts

March 2007 - November 2007 (9 months)

Answer the incoming phone inquiries from members of a Prescription Benefit Manager and Mail Order

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Pharmacy. Supply complete and accurate information concerning phone inquiry, resulting in one phone call

resolution so the member does not have to institute multiple contacts. Answer inquiries ranging from

medication coverage and pricing, explain plan details, benefits of using Medco, place prescription orders and

support for website questions. Protect the Individual Health Information of members by ensuring that the

member's information and the information of any covered dependents are protected under federal HIPPA

Privacy standards and Medco Standard Operating Procedure.

PBX Operator at Bally's Las Vegas Casino Hotel

August 2004 - March 2007 (2 years 8 months)

Answer all incoming calls for a major resort hotel and distribute calls to appropriate areas. Beep management

and casino hosts when they have calls. Monitor and place wake up calls to guests. Use NEC HCS

switchboard and software.

Reservations Host/Itinerary Planner at Walt Disney World Reservation Center

April 2002 - July 2004 (2 years 4 months)

Work in a high paced large volume Call Center, answering questions about the products and services of Walt

Disney World. Sell and book hotel room, tickets, airline tickets and package plans to guest's. Aid guest in

deciding which hotel and packages are correct for them. Input guest information and data into Siebel CRM

database. Book and confirm Dining Priority Seating arrangements, Golf Tee Times and Recreation

opportunities for guest. In addition, book and take payments for Cirque Du Soleil: La Nouba tickets. Take

payment for hotel and tickets over the phone. Handled sensitive information of guest in a professional manner

i.e., name, address, phone number, email and credit card numbers.

Position: Floor Walker

Responsibilities: During roll out of new software programs aided cast members' post training in questions

concerning software. Aided in questions in how to operate and use new software. Solve any error messages

they may encounter. When necessary would report all errors and system problems to computer support center.

In addition, I helped new cast members during training and post training in use of systems and answer

questions on procedures and on the computer programs that they use daily.

Guest Services Host at Disney's Animal Kingdom Lodge

June 2001 - April 2002 (11 months)

Position: Front Desk Host

Responsibilities: Assist guests in Checking In or Out of resort. Explain and assist the guest in choosing the

correct ticket media for their stay. Explain package plan and components to guest. Help guest with any

questions about Walt Disney World. Give guests all appropriate collateral that concerns their stay. Explain to

the guest the layout of resort and location of amenities. Collect any payments for all expenses occurred by

guest.

Position: Guest Services

Responsibilities: Assist guests in arranging Priority Seating arrangements for full service restaurants in Walt

Disney World. Issue and take payment for Dinner Show tickets. Help guest with questions about property,

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resort, area and food. Give guest directions needing help driving in the area.

Position: Key Runner

Responsibilities: Log and deliver packages, faxes, mail and flowers to guests. Help guests who are locked out

of their rooms. In addition, reprogram and interrogate Ving door locks.

Front Desk Host at Disney's Caribbean Beach Resort

October 1999 - June 2001 (1 year 9 months)

Assist guests in Checking In or Out of resort. Explain and assist the guest in choosing the correct ticket media

for their stay. Explain package plan and components to guest. Help guest with any questions about Walt

Disney World. Give guests all appropriate collateral that concerns their stay. Explain to the guest the layout

of resort and location of amenities. Collect any payments for all expenses occurred by guest.

Position: Guest Services

Responsibilities: Assist guests in arranging Priority Seating arrangements for full service restaurants in Walt

Disney World. Issue and take payment for Dinner Show tickets. Help guest with questions about property,

resort, area and food. Give guest directions needing help driving in the area.

Position: Phones Room Dispatcher

Responsibilities: Oversee the operation of front desk phone room. Watch over phone room Cast Members and

assist them with questions. Receive, log, and dispatch faxes mail, packages and flowers for guests. Issue

items to be delivered to the guest rooms to the key runner and log items in a spreadsheet computer program.

Act as liaison between front desk cast and Housekeeping staff in area and Duty Manager.

Position: Key Runner

Responsibilities: Log and deliver packages, faxes, mail and flowers to guests. Help guests who are locked out

of their rooms. In addition, reprogram and interrogate Ving door locks.

Position: Phone Room Operator

Responsibilities: Answered guest phone calls to the front desk and assisted them with questions and

transferred guest phone calls to appropriate areas.

Position: Trainer

Responsibilities: I assisted new or transferring cast members in learning the Disney Property Management

System. I taught Cast Member about the resort property and taught new Cast Member on how to help guest in

understanding and proper explanation of packages and ticket media.

Attractions Host at Rock 'N' Roller Coaster Staring AEROSMITH in Disney-MGM Studios

March 1999 - October 1999 (8 months)

Test and Adjust Crew

Responsibilities: Assisted Walt Disney Imagineering and Vekoma Rides Manufacturing in testing the ride

system during the preoperational testing period. Maintained pass log book to report maintenance problems. I

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aided in the development and implementation of the attractions Standard Operating Guidelines with the area

management.

Position: Attractions Host

Responsibilities: I Operated and monitored the operation of the ride system to insure the safety of guests. I

monitored and controlled guest flow into building and pre-show area through the use of queue's and FastPass.

I monitored and controlled the FastPass computer. I monitored pre-show movie and watched for the safety of

guest in pre-show area and give appropriate safety spiel and scripted spiels.

Attraction Host at Kilimanjaro Safaris in Disney's Animal Kingdom

February 1998 - March 1999 (1 year 2 months)

I operated a Free moving Ride Vehicle that held a capacity of 32 guests through animal habitat areas.

Entertained guests and educated them about animals through a prerecorded and interactive spiel, in addition,

through improvised animal facts. I maintained the safety of the guest and of the animals. I maintained the

flow of guests through the queue areas. Aided in the loading and unloading of guests from safari vehicles. I

interacted with Safari Truck Drivers as a performer in the Finale Scene.

Position: Trainer

Responsibilities: I Assisted new and transferring cast members in learning how to drive the Safari Trucks and

navigate ride path. I helped the cast member learn the various positions required to operate the attraction. I

helped the cast member learn the different animals and the appropriate animal facts. I also taught them how to

spiel appropriate message about the animals and Environmentality. I helped new Cast Member in memorizing

and proper delivery and timing of spiel.

Position: Night Safari Coordinator Responsibilities: Helped Walt Disney Imagining and area management in

developing and implementing the inaugural Night Safari. I helped in developing Standard Operating

Guidelines and coordinated the training of cast in Standard Operating Guidelines and scripted Spiel. I also

assisted in the daily transition from Day operations to Night Operations

Parking Host at EPCOT

August 1996 - February 1998 (1 year 7 months)

Control the flow of traffic and direct traffic to appropriate areas. Transport guests to and from parking lot and

main entrance by parking tram. Spiel appropriate information as to park hours and location of their car.

Collect parking fees. Cross trained to do area custodial, to maintain off stage and on stage areas. I participated

in Circle of Excellence and help institute Parking Status Board which the cast members and engineering

crews to know the status of operational and non-operational trams. Position: Trainer Responsibilities: Helped

new and transferring cast members in learning and understanding Standard Operating Procedures. Taught cast

members to drive trams safely, and to spiel appropriate information. Furthermore, taught how to control and

direct traffic.

Store Manager at Payless ShoeSource

October 1995 - May 1996 (8 months)

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Handle and maintain cash register receipts, open and close store, administrative responsibilities including,

scheduling, maintained a store logbook of daily sales totals, receive and process store stock. Assisted in

liquidation and closing of the store, deposit daily recipes. Assist the guest with their needs.

Position: Full Time Key Holder

Responsibilities: Handle and maintain a cash register, open and close the store, maintain administrative

paperwork, receive and process stock, deposit store receipts. Assisted guest with their inquiries and checking

stock for an item.

Projects

Email Patient Care Advocate Reporting

December 2009 to September 2010

Members:Evan Pelser

This was a loan position, from December 2009 until September 2010, for a corporate project to compile,

consolidate and analyze data for the emails received each month for our members and responded to by our

representatives. In analyzing the data determine if there were any trends in turnaround time from when an

email was received and responded to. Generated additional reports needed for our clients and research any

anomalies that may show in the data. Research and report why contractual turnaround time to respond to a

member's email was missed for our client Microsoft. Reported how many emails did not use the approved

templates for our client Johnson & Johnson. Currently working on an as needed basis for this position due to

contractual rules in the Collective Bargaining Agreement, between company and union, stipulating maximum

length of time a loan position can be worked.

Organizations

AHIMA

January 2012 to Present

HIMMS

January 2012 to Present

Sigma Tau Gamma Fraternity - Delta Sigma Chapter

President, Vice-President, Secretary

January 1993 to Present

University of South Florida Homecoming Comittee

Parade Committee Member

August 1993 to June 1995

Argos Events Council

President, Secretary

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August 1991 to February 1993

Courses

Bachelor of Science (BS), Technical Management

Specialization in Health Information Management

DeVry University

Intro to Business & Technology BUSN 115

Associate of Applied Science, Health Information

Technology

Devry University

Computer Applications for Business w/Lab COMP 100

Data Analysis with Spreadsheets w/Lab BIS 155

Fundamentals of Human Anatomy & Physiology w/Lab BIOS 105

Basic Medical Terminology HIT 110

Introduction to Health Services & Information Systems HIT 120

Health Information Process w/Lab HIT 141

Pharmacology and Medical Treatment BIOS 275

Health Information Fundamentals Practicum HIT 170

International Classification of Disease Coding 1 w/Lab HIT 202

Data Applications & Healthcare Quality w/Lab HIT 225

Ethic & Legal Issues in the Professions HUMN 232

Career Development CARD 205

Fundamentals of Pathophysiology BIOS 260

Introduction to Health Services & Information Systems HIT 120

International Classification of Disease Coding 2 w/Lab HIT 204

Current Procedural Terminology w/Lab HIT 211

Legal & Regulatory Issues with Health Information HIT 220

Health Insurance & Reimbursement HIT 230

Health Information Practicum Capstone HIT 272

Health Information Review Lab HIT 272L

Skills & Expertise

Call Center

Data Entry

Medical Records

HIPAA

File Management

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Phone Skills

10 Key

Fax

Outlook

Customer Service

Software Documentation

Team-oriented

Administrative Assistants

Call Centers

Training

Time Management

Medical Terminology

CPT

Healthcare Information Technology

Education

DeVry University

Bachelor of Science (BS), Technical Management Specialization in Health Information

Management, 2013 - 2016

Devry University

Associate of Applied Science, Health Information Technology, 2011 - 2013

Grade: 4.0

University of South Florida

Associate of Arts (A.A.), Theatre, 1991 - 1995

Activities and Societies: Argos Events Council, Homecoming Committee, Sigma Tau Gamma Fraternity

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Evan Pelser

Email Patient Care Advocate

*******@*******.***

Contact Evan on LinkedIn

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Contact this candidate