Customer Service Patient Care

ADAM WEINSHEIMER

*************@*******.*** • +1-412-***-****

Summary

With a robust background in specialty pharmacy operations and a proven track record of fostering strong partnerships with pharmaceutical companies, I am adept at navigating the complexities of the pharma industry. My expertise in project management, client relations, and technical skills positions me as a valuable asset for driving strategic account management and enhancing client experiences. My ability to research and implement high-level solutions has consistently resulted in improved operational efficiencies and client satisfaction.

Experience

Manager, SPECIALITY PHARMACY OPERATIONS May 2018-Current CVSHEALTH

•• Collaborated with pharmaceutical companies to streamline processes, enhancing medica- tion accessibility and client satisfaction.

• Led cross-departmental teams in creating innovative standard operating procedures, sig- nificantly improving operational efficiency.

• Developed and maintained empathetic client relationships, consistently exceeding service standard goals.

• Directed key projects, providing data analysis to executives, facilitating the successful implementation of process improvements.

BENEFITS VERIFICATION SUPERVISOR March 2016-May 2018 CVSHEALTH

•• Managed daily workflows, ensuring production and quality goals were met, enhancing client service delivery.

• Implemented procedural changes, resolving departmental issues, and maintaining high standards of operations.

• Developed client relationships, coaching and motivating staff to exceed service standards.

• Oversaw project implementation, tracking progress and analyzing performance statistics to drive improvements.

CUSTOMER SERVICE SUPERVISOR January 2014-March 2016 CVSHEALTH

•• Managed outbound refill calling operations, improving patient care and service levels.

• Acted as a client liaison, resolving escalated issues and maintaining high customer satis- faction.

• Supervised and trained up to 32 employees, fostering a team-oriented environment focused on quality service.

• Conducted performance reviews, reducing resolution time and enhancing customer satis- faction rates.

CUSTOMER SERVICE ESCALATION SPECIALIST December 2011-January 2014

CVSHEALTH

•• Trained customer service representatives, improving help line call efficiency and customer service quality.

• Worked directly with clients to resolve escalated issues, ensuring client satisfaction and loyalty.

• Effectively resolved insurance rejections and billing issues, contributing to smooth phar- macy operations.

• Assisted pharmacists with technical processes, enhancing patient care and medication dispensing efficiency.

INSURANCE RESALUTION ASSOCIATE August 2007-December 2011 CVSHEALTH

•• Resolved insurance rejections and billing issues, streamlining patient medication access.

• Performed technical pharmacy processes, contributing to efficient medication dispensing and patient care.

• Collaborated with Pharmacy Care Representatives to provide exceptional patient care, improving patient satisfaction.

• Organized workflow and prioritized tasks, increasing departmental efficiency and produc- tivity.

COUSTOMER SERVICE PRIOR AUTHORIZATION REPRESENTATIVE June 2006-August 2007

CVSHEALTH

•• Assisted customers with prescription benefit inquiries, enhancing customer understanding and satisfaction.

• Managed high-volume customer calls, resolving issues efficiently in a fast-paced environ- ment.

• Worked with doctor’s offices to secure medication approvals, facilitating patient access to necessary medications.

• Documented and resolved customer service issues, maintaining high standards of customer care.

Education

MASTERS OF BUSINESS ADMINISTRATION 2017-2019

CARLOW UNIVERSITY

•• Concentration in leadership and management

BACHELORS OF SCIENCE IN HUMAN RESOURCE -2006

INDIANA UNIVERSITY OF PENNSYLVANIA

•• Minor in Economics

Skills and Accomplishments

•• Process improvements, workflow optimization, and operations management

• Data analysis, liaison skills, and customer service excellence

• Technical proficiency in Avaya, Microsoft SharePoint, and pharmacy billing systems

• Strong project management, client relationship building, and strategic account manage- ment skills

• Proven ability to research and implement high-level solutions for clients

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