Pharmacy Technician Customer Service

JUSTICE CARPENTER

**** *** **** ** ***** Ann, MO 63074 314-***-**** ***************@*****.***

SKILLS & ABILITIES

Microsoft Outlook Microsoft Word Resolution/De-escalation Training

Microsoft Excel Multi-line Phone System

One-Call Resolution Practice

Typing 40+WPM Dual-Monitors Cross-trained Microsoft PowerPoint

Teams

Medical Billing and Coding ICD-10-CM, CPT, Inventory, Ordering, Medicaid, Medicare, DOD

Systems: eSD, CSP, Medco, ProPharm, Salesforce, Epic, Point and Click

TAP (Training Assistance Program): Review the basic elements of the position. Introduce new hires to required systems, assist with navigation and functionality. Present training materials in waves, basic customer service functions as phase 1 and complex procedures and Resolution as the subject of phase 2. Answer questions, give extra attention when needed for specific topics or rare occurrences.

Coaching/QA (Quality Assurance): As a part of the training program, review calls to assure agents provide quality service, avoid HIPPA violations and interruption of therapy. Grade agent based on compliance with company policies, tone, resolution, customer satisfaction.

SME (Subject Matter Expert): Assists new hires during on-the-job training with questions or concerns about caller requests and matters beyond the scope of training. Continues to be a point of contact once training is completed

CERTIFICATIONS

Pharmacy Technician

License Number: 201-***-****

03/01/2017- Current

BLS

License Number: 235*********

05/16/2020- 05/31/2025

EXPERIENCE

Insurance Specialist, AbbVie Endocrinology

Remote, MO. 4/29/2024- Current

· Process applications for financial assistance covering specialty medications

· Review financial documents for eligibility

· Communication with patients, healthcare providers, pharmacies, and insurance payors throughout application process

·Review prescriptions and verify dosing in accordance with FDA approved diagnosis and therapies.

Pharmacy Technician, Washington University in St. Louis. 03/01/2021- 4/1/2024

Saint Louis, MO

· Assist patients with questions, processing refills, scheduling appointments, and any other services provided

· Manage patient insurance information, assure understanding of medical and prescription coverage

· Assist patients with questions about prescriptions, medication usage, tablet identification and alternatives

· Manage inventory and order medications.

· Establish contact with providers, insurance, and other pharmacies for

Pharmacy Technician, Express Scripts 11/2016 – 02/2021

Saint Louis, MO

· Take and make both inbound and outbound calls to patients, insurance companies, hospitals and health care providers.

· Assist patients with questions, processing refills, scheduling home deliveries, and any other services provided through patient assistance.

· Process paperwork; applications, medication lists, prescriptions, income and any other documentation required for enrollment.

· Assist with referral Medicare and Medicaid applications

· Assist patients with questions about prescriptions, medication usage, tablet identification and alternatives

Manager, Kaldi’s Coffee 08/2011 – 08/2016

Saint Louis, MO

· Delegate tasks to team members and assure fulfillment of customer service standards.

· Assist customers with any questions and alleviate any issues.

· Place and process orders based on sales

· Perform managerial duties by placing orders, leading the shift, and arranging deposits.

EDUCATION

Nerinx Hall High School – Webster Groves – Diploma Received

–General Studies; basic college preparatory course work, graduated May 2013 3.8 GPA

PERSONAL STATEMENT

I’m a natural born leader and nurturer. I believe that success comes from the ability to adapt and learn from one another. Each and every individual I work with I learn from them just as I hope they learn from me. Providing a service, whatever kind it may be, you must be able to individualize it for whomever, make it exceptional so that they can have their best experience. The ability to be exceptional comes from open-mindedness and having no fear of disappointment just because you’re doing things differently.

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