Customer Service Microsoft Office

Andria Rogers

* ***** *****, ***** ** *****

Home: 609-***-**** - Cell: 609-***-****

acsz05@r.postjobfree.com

Summary

"Possesses a combined total of over 20 years experience providing quality services in the healthcare sector-Strong

understanding of communications between physicians and other health care professionals-Strong pharmacist support

skills, quality assurance/control and project support experience within a fast-paced atmosphere-Proven ability to align

organization's mission and values with business objectives-Adept at coordinating patient/physician/pharmacist relations

and clinical quality-Special strengths include making significant contributions in the areas of management and

team-building-Utilization of Microsoft Office: (Outlook, Word, Excel, Access, PowerPoint)-Web-based pharmacy

processing systems: Argus, Express Scripts, Caremark, Walgreens, Benecard PBF-Excellent leadership, time

management, customer service and interpersonal skills-Well organized and detail-oriented, great work ethic"

Highlights

Hiring and retention

Employee relations

New hire orientation

Meticulous attention to detail

Regulatory compliance

Recruiting

Social media knowledge

Affirmative Action compliance

Labor relations

Human resource laws knowledge

Personnel records maintenance

Education:

Administrative Medical Assistant, 2015

Mercer County Community College, Trenton, NJ

Bachelor of Arts: Psychology, 2010

Ashford University, Clinton, IA

Certifications:

Certified Pharmacy Technician (CPhT) Pharmacy Technician Certification Board, Inc. 2004

New Brunswick, NJ

Experience

2014 to 2015 Attended School

Manager of Clinical Operations

Benecard Services Inc., Lawrenceville, NJ December 2000 to September 2013

Coordinated with Supervisor of Clinical Operations on the day-to-day functions of the Clinical department-

Supervised and assigned general tasks and responsibilities to 25 clinical associates, located between 3 states- Coordinated attendance and time-off requests for employees

Structured and implemented programs and policies for company training

Monitored/Reviewed all Prior Authorization requests for Commercial and Medicare Part D members

Monitored patient profiles for drug interactions and duplicate therapies

Wrote monthly newsletter articles for RxTrainer and assisted on other patient-targeted clinical programs and projects

Assisted in-house pharmacists with approval and denial of drug coverage and claims

Experience in management of Medicare Part D coverage determination and Complaints, Grievance & Appeals

Served as liaison /advocate between the insurance provider, pharmacies, physicians and patients

Responded to member concerns via phone and written correspondence related to Prior Authorizations and requests for prescription drug coverage

Facilitated training classes for new and current employees on systems and new procedures

Provided semi-annual employee performance review to Prior Authorization technicians

Mentoring/coaching of new and current employees

Created monthly authorization reports for billing

Designed policies and procedures for the Clinical Department which are effective and compliant with legal regulations

Managed relations between the clinical, client relations and call center staff to improve the workflow

Assigned general tasks and responsibilities to the Customer Services Representatives

Processed manual reimbursements collaborated with CS Manager with administrative tasks.

Processed enrollments, eligibility changes and proofing of patient records, Answered calls regarding drug coverage and resolved pharmacy issues, Maintained database used to track COBRA members billed to 3rd Party Administrators, Appointed dedicated representative to 19 clients groups.

Processed manual reimbursements, ordered quarterly COBRA ID cards, maintained Coordination of Benefits data and enrollments, Served as back-up personnel for the submission of FTP (electronic files), Performed day-to-day functions on a need basis for Customer Service Dept.

Skills

Benefits, Billing, Call Center, CMS, Coaching, Client Relations, Customer Services, Database, Forms and Documents, Insurance, Legal, FTP (electronic files), Mentoring, Newsletters, Personnel, Policies, Proofing, Strategy, Structured, Supervisor, Technicians, Work-flow process, Staff training and development, Microsoft Office Suite expert, HR policies and procedures expertise, Maintains confidentiality, Highly skilled in coordinating schedules, answering phones, preparing agendas, Working knowledge of medical terminology, Able to build long-lasting relationship with patients, Ability to perform both clerical and administrative support tasks, Detail oriented with profound ability to work independently, Excellent communication and interpersonal skills, Understanding of ICD-9/ICD-10, Organizational Development, Alternative Dispute Resolution, Research, Multi-tasking Expert, Administrative support specialist, Compensation/payroll

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