Customer Service Microsoft Office

Shannon Lombardo

*** ******* *****, ************, ** 15051 724-***-**** *********@************.***

Summary

Analytical and decisive professional highly experienced in customer service care, pharmacy billing and insurance. Detailed-oriented, possess effective written communication, skilled at multi-tasking, working independently, and working with a team. Strong verbal and written communication skills and Customer service skills. I have a strong attention to detail and the ability to utilize analytical skills, ability to prioritize daily tasks. Experience in MS Office, specifically Excel, Outlook, and Word.

Experience

Millennium Pharmacy Systems, Inc. 2008 – Present

Billing Specialist

*Third party billing and follow-up associated with the dispensing of prescription medication via telephone, Internet, and in writing.* Transmit or submit claims (paper or electronic) to insurance payers for reimbursement. * Resolve insurance problems and patient issues that may have resulted from incorrect or incomplete information, therapy changes and pharmacy or shipping errors.* Maintain supporting chronological notes that detail action taken to resolve outstanding account balances. *Maintain patient demographic information and data collection systems, including all billing/collection reports, queues, or diversions while remaining in accordance with payer and company policy guidelines. *Contact patients and Physician’s offices as needed in order to expedite claims processing.

Lead Customer Service Call Center Representative

*Interviewing and training new Customer Service Representatives. *Prepared monthly schedules for the CSR team, tracking PTO and call offs to provide coverage as needed. *Prepared agenda for weekly meetings for the director. *Triage incoming calls and support requests to determine best possible solution. *Entering orders from the facilities when needed. *Maintain a strong knowledge of IT, Clinical and pharmacy requests to meet customer needs. * Maintain knowledge of pharmacy rules and maintain compliance at all times. *Monitor, record, and communicate as appropriate utilizing computerized documentation systems. *Track STAT and LOA orders to analyze trends to determine processes that may need to be modified to eliminate escalations with nursing home costumers.

Passavant Memorial Home 2003-2010

Independent Contactor Behavioral Specialist

*Observe, assess, and provide support to adults and children who have emotional or behavior issues. *Keep detailed records of patient behavior and use my observations to help address behavioral needs and improve school or work performance. *Conduct functional assessments that meet state regulations and are built upon the concepts of positive behavior supports. *Developed behavior support plans and interaction guidelines that utilize ethical, proactive, person centered approaches and meets State standards. *Develops methods of tracking effectiveness of behavior support plans. *Provided the necessary training (OIS, New Employee Training, individual plans, etc) to enable employees to effectively use behavior support plans and interaction guidelines. *Reviewed and analyzed data and make changes to plans as necessary. *Conducted person centered planning meetings and Personal Outcome interviews as needed. *Promoted self-advocacy and independence by encouraging each individual to identify his/her needs and preferences; and when necessary, provided advocacy on behalf of each individual to ensure appropriate treatment, training and protection of rights. *Provided timely and accurate documentation, in compliance with policies, procedures and local regulations. *Participated in organizational quality planning, assurance and enhancement processes.

McGuire Memorial Home 1994-2001

Program Specialist

*Completed day to day responsibility for all aspects of general individual care. *Fundraising (multi-million) for a large non-profit; plus sponsorship and donor growth.*Event planning and management (both large – over 400 participants – and small events throughout the greater Pittsburgh area). *Leadership of the development team, including budget management. *Develop and foster the McGuire volunteers and friends relationships. *Worked closely with the Board and Committee chairs in support of McGuire events. *Managed different procedures with feeding tubes, lifting, and caring techniques. *Maintained client’s goals, activities, showering, bed checks and safety checks. *Kept interaction going, teaching new things, then help feed, position, and transfer if needed.

Education

Youngstown State University

Studied Child psychology and physical development

Bachelor of Arts and Science

Skills and abilities.

Initiative and multi-task management

Effective communicator – verbally and in writing

Ability to work independently and lead others

Project management skills

Organizational and time management skills

Media and print development

Microsoft Office Suite

Ability to work in an office environment, work irregular hours if needed (including periodic weekends), and frequent travel to event sites (both short and long distance).

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