Shawn Balk

480-***-****

adnocj@r.postjobfree.com

July 1st, 2021

Dear recruiter,

In my five or more years of experience, collectively, as a sales associate, an account manager, a technical support representative, and as a rep or insurance verifier at a pharmacy call center (at three pharmacies), I have acquired skills and was able to establish and/or maintain a business relationship between the [prospective] customer and the client/company. Often, such tasks where not executed by happenstance but required consistent engagement of customers, doctors, nurses, pharmacy staff members, and patients though effective communication skills. Learning how to use knowledge management systems, customer databases, and networks/technical systems was just as important as being able to wield soft skills with customers. Following security measures to prevent social engineering and fraud, and, at some jobs, remaining vigilant of HIPAA laws to protect PHI were integral. I was always vigilant in customer service to make sure that I was protecting our customers, our company, and/or patient information.

At my recent jobs, I have worked at specialty pharmacy call centers. I have received calls from patients, nurses, and caregivers, and I have assisted these callers in setting up deliveries of their specialty drugs. As a 1st tier rep, my duties often required me to interact with patients, insurance department reps, pharmacists, billing reps, and other reps while still allowing for a seamless caller experience.

I also recently worked for One Omnicare of Chandler as a Pharmacy Technician, where we served long term care facilities including assisted living facilities, skilled nursing facilities, and hospices. I processed refills, input new orders, put labels on drugs, and sometimes packaged tablets.

I also have an intermediate level of skill with Microsoft Excel and Word Visual Basic for Applications (VBA), and can create user forms, mine spreadsheets and Word documents and sort this information, and even use that information to change the features (options and prompts) on the user form for various situations, which can make templated work fast and easy.

Given my more than 6 years of customer service and/or sales experience and my ability to communicate empathy for those who are less fortunate health-wise and cognitively (after working in a hospital), but also my ability to be assertive, I can confidently say that I am fit for such a position.

Sincerely,

Shawn Balk

Shawn Balk

Cell: 480-***-****

adnocj@r.postjobfree.com

Education

B.S., Chemistry, Pittsburg State University, Pittsburg, KS

(August 2004 – December 2008)

Major GPA: 3.72 (Overall: 3.6)

Made the Honors list 7 semesters in a row

Awarded $10,000+ in education funding

Licenses and Certificates

Type: Pharmacy Technician Trainee License

Issuer: Arizona State Board of Pharmacy

Issued date: 02/14/2018

License number: T059884

Occupational Experience

Computers 15 years), Sales (6 years), Customer Service (6 years), Telephone Sales (3 years), Cashier (3 years), Biomedical/Basic Research (2+ years), Telephone Customer Service (2 years), Working with patients (2+ years)

Skills and Competencies

Lifting moderate weight repetitively for hours without really tiring, reading and following directions and protocols, optimizing the order of tasks to maximize efficiency, anticipating hazards and avoiding them (common sense), arithmetic, using Knowledge Management Systems and other custom applications, listening, building rapport with customers, quickly addressing questions, sales, meeting metrics, anticipating customer concerns, controlling calls, handling cash, counting back change, etc.

Employers

Participant Services Rep—Infosys via TalentBurst, Tempe, AZ

(November 2020 — Present)

Answered calls from 401K participants calling in for various reasons.

Assisted with withdrawals and loans

Assisted with terminations and rollovers

Initially was a 1st level rep but was promoted to a 2nd level rep

Pharmacy Technician—Walgreens, 3960 E Chandler Blvd, Phoenix, AZ 85048

(July 2020 — November 2020)

Worked drive through pickup and drop

Worked at the register for pickup and drop off

Filled Rxs

Stocked medication

Made outbound calls to patients

Answered inbound calls from patients

Closed sometimes which included a number of duties

Male Customer Service Rep — Averhealth, 1050 E University Dr #7, Mesa, AZ 85203

(November 2019 – April 2020)

Accepted payments and handle cash

Data entry

Called patients from waiting room

Administered observed drug tests (urine collection) and enforced drug testing procedures

De-escalated face-to-face confrontation

Collected specimens

Pharmacy Technician—Omnicare of Chandler, 6825 W Galveston St # 3, Chandler, AZ 85226

(October 2018 — November 2019)

Processed refills

Processed orders

Took inbound calls from long term care facilities

Put labels on medications to be shipped

Insurance Specialist – McKesson Specialty Pharmacy, 5601 N Pima Rd, Scottsdale, AZ 85250

(October 2018 – September 2019)

Called Pharmacies, Insurance plans, and Doctor’s offices to follow up on prior authorization requests for patient specialty drugs

Did some programming in VBA to make Microsoft Excel and Microsoft Word scripts that made some of our jobs easier by:

oTaking text with alternative splicing outcomes for numerous scenarios (which we were manually splicing by selecting/dragging and deleting text before) and recognizing the motifs to add user form objects (text boxes, dropdown lists, checkboxes, and labels [that either allowed the rep to input notes or make choices and informed the rep how to disposition the call data]), such that the user form adapted to what was in the document.

oI also added a feature that mined bookmarked sections in our policy for how to handle call scenarios so that when a rep had a question, they could click on the user form to have a list of bookmarked topics in a list box. When the user clicked on one of these and clicked “GoTo”, the original document was opened, and the desired bookmarked section was selected and highlighted. This made finding policy information accessible right away.

Patient Care Coordinator–Alliance Rx via Apex Systems – 8350 S River Pkwy, Tempe, AZ 85284

(February 2018 – October 2018)

Took inbound calls from nurses and patients who want to schedule delivery of specialty drugs.

Abided by HIPAA law and policies in protecting patient information.

On occasion, acted as a liaison between patients or nurses and the insurance department or pharmacists.

Made outbound calls to patients and physician’s offices

Patient Care Representative– For Optum Rx through Aerotek, 3003 N Central Ave STE 800, Phoenix, AZ 85012

(January 2015 – February 2018)

Received inbound calls from patients, nurses, doctors, and pharmacies regarding patient drugs prescriptions as a patient care representative.

Took from patients who were predominantly senior citizens, and I often had to be empathetic and patient to assist callers with their needs within the scope of my credentials, whether it be a question about the number of refills, the delivery turn-around time, the amount of their invoice, or coverage information.

Met metrics

Video Repair Rep- Charter Communications, 5720 Bandel Rd NW, Rochester, MN 55901

(2013--2015)

Assisted inbound callers with troubleshooting

Handled some billing issues

Set up appointments

Sold additional packages

Was allowed to work overtime because of performance

Research Technician II - Baylor College of Medicine, Houston, TX

(July 2010 – April 2013)

Studied silencing at the centromere core in S. pombe

Screened for possible mutants that had a lower frequency of unsilencing at the centromere core

Used pedigree analysis to actually measure the frequency and distribution of unsilencing events

Did pedigree analysis to find out if there was a correlation between “aging” and unsilencing in dissected lineages of great length

Was promoted from a Research Technician I after only 2 months

References

Daniel Evans

(Averhealth)

Supervisor at Averhealth

Cell phone number: 615-***-****

Email: adnocj@r.postjobfree.com

Caitlin Wittich

(Alliance Rx)

Trainer at Alliance Rx

Cell phone number: 480-***-****

Email: adnocj@r.postjobfree.com

Angela Shanahan

(Charter Communications)

She was my immediate supervisor at Charter Communications

Cell phone number: 507-***-****

Email: adnocj@r.postjobfree.com

Beth Young

(IASIS Healthcare)

She was my manager at Mountain Vista Medical Center

Cell phone number: 480-***-****

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