Mark D. Owens, LPN
**** ********* *****, ********, ** 28052
**************@*****.***
MEDICAL CALL CENTER SUPERVISOR
8+ years experience in a call center environment; 2 of those years focused
on supervisory duties
LPN since 2008 and upon graduation moved into a call center position
requiring nursing licensure to provide customer service with a strong
emphasis on medical charting of adverse event and/or product complaint
information for report purposes.
EXPERIENCE
TELERX, KINGS MTN, NC
Consumer Account Supervisor Apr 2013-Current
Currently supervises approximately 20-30 consumer call center agents.
Provides coaching, training, and monitoring to nurture staff into
successful phone agents.
De-escalate irate callers and sensitive situations.
Certified trainer, both performing and assisting with program utilized
computer systems training as well as program specific.
HCP Program Team Lead Aug 2010-Mar 2013
Supervised Critical Care, Oncology, and Musculoskeletal product agents.
Provided coaching, training, and monitoring to nurture my staff into
successful phone agents.
De-escalate irate callers and sensitive situations.
Certified trainer, both performing and assisting with program utilized
computer systems training as well as pharmaceutical procedural training.
HCP Customer Service Representative LPN Nov 2008-Aug 2010
Guided and managed contact with Healthcare Professionals and Consumers and
business partners.
Recognized and reported Adverse Events and Product Complaints to the
pharmaceutical safety department, which were reported to the FDA.
During this time, I also became an agent trainer and successfully mentored
many new hires into accomplished agents.
COUNTRY TIME INN, KINGS MTN, NC
CNA II / MED-TECH Oct 2007-Nov
2008
Distributed medications and providing general care for approximately 30
patients.
Managed the CNA staff as well as performing any supervisory issues that may
have occurred after normal business hours.
Performed staff training during our transition from paper medical charting
to electronic medical charting
MUTUAL OF OMAHA, GASTONIA, NC
Claims Examiner/Analyst 2001-2005
Processed medical claims on a private level as well as a governmental level
which required that I obtain a government clearance.
Reviewed claims, approving or denying appeals claims for hospital billing
as well as durable medical equipment.
EDUCATION
Gaston College
Licensed Practical Nurse - July 2008
CERTIFICATIONS
North Carolina CPR and AED Certified