Customer Service Manager

Terry, Shirley

**** ***** **. *******, ***** 214-***-**** ************@*****.***

QUALIFICATIONS SUMMARY

Capability to gain customer trust and provide exceptional follow-up, leading to increased repeat and referral business. Expertise in resolving escalated customer service issues. Able to work in a fast paced, multi-tasked environment. Proficient in handling escalated calls and researching issues. Proficient with Microsoft Office System (including Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft Access, and Microsoft Outlook.) Proprietary Pharmacy Systems: HIPAA Compliant, CPR+, STARS,AMOS,AS400- RxClaim, 3270-Recap, Mirena Hotline, Theracall, Centre Vu, OSRX, Pathpoint Rx, Contact Center Manager, Kronos Manager, Workday, Fieldglass.

Certified Pharmacy Technician

PROFESSIONAL EXPERIENCE

Supervisor usbioservices june 2013- DECEMBER 2014

RESPONSIBILITIES:

To meet our contractual obligations to the client and provide exceptional results.

Review phone reports and monitor phone calls to meet company metrics and ensure excellent customer service.

Support associate development and recognition activities to foster a positive and productive work environment.

Reduce turnover rate by educating and training any new staff and continue to monitor existing staff to verify proficiency in the system.

PCC Lead usbioservices November 2009-june 2013

RESPONSIBILITIES:

Training and mentoring team for further development

Monitor phone calls to meet company metrics and ensure excellent customer service

Lead reimbursement representative theracom august 2008-november 2009

RESPONSIBILITIES:

Verify coverage for the Mirena IUD with insurance companies including specific assignment.

Mentor reimbursement representatives and review their cases for quality and accuracy.

Assist with appealing claim denials.

Assign cases to representatives according to their ability and attendance.

Reimbursement representative II theracOm January 2008-August 2008

responsibilities:

Verify coverage for the Mirena IUD with insurance companies including specific assignment.

Train new hires and check their cases for quality and accuracy.

Assist with appealing claim denials.

Patient service representative II (Lead) caremark specialty pharmacy 2003-2008

responsibilities:

Provide support to a team that consists of 15 Patient Service Representatives

Assist the Pharmacy Services Supervisor to create strategic plans to enhance patient satisfaction.

Provide employees with tools to maintain and increase service levels to both internal and external customers.

Review representative’s documentation on a daily basis to ensure HIPAA compliance.

Schedule adequate phone coverage.

Delegate and follow up with projects that were assigned to the Patient Service Representatives to insure completion in the appropriate timeframe.

Facilitate quality checks.

Gather, analyze, and report daily/weekly/monthly performance and quality statistics.

Train new hires and check their cases for quality and accuracy.

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