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Call Center Customer Support

Henderson, NC
November 28, 2022

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Amy D. Hicks CPhT, LHIA

**** ************ **** *** ***, RALEIGH, NC 27609



Highly dedicated and resourceful when new challenges arise - Excellent customer relations skills especially in difficult situations - Ability to work within a team as well as independently - Strong verbal and written communication skills - Proficient with Windows based applications - Strong computer aptitude and ability to learn new applications

Licenses & Certifications

National Pharmacy Technician Certification, Pharmacy Technician Certification Board

12/23/2013 – Current (Expiration: 03/31/2020), Certification Number: 10039261

North Carolina Board of Pharmacy Registration, North Carolina Board of Pharmacy

04/01/2016 – Current (Expiration: 12/31/2020), Registration Number: 44751


Pharmacy Technician I 12/2019 - Current

Amerihealth Caritas 8041 Arco Corporate Drive, Raleigh, NC 27617

Duties Include: Supports the organization’s mission and purpose by providing front-line customer support for a diverse portfolio of customers. Responsible for handling inbound telephone inquiries from members, pharmacies, and prescribers in our National Customer Care Center. Provide real-time support to pharmacies with point of service inquiries. Educate prescribers on formulary and prior authorization processes. Enter customer data and other relevant information into our documentation tool. Assist members with pharmacy benefit inquires. Adhere to standard operating procedures to ensure contact handling accuracy and operational effectiveness. Effectively communicate issues and resolutions to customers and appropriate internal staff.

Pharmacy Technician I 04/2017- 11/2019

Diplomat Specialty Infusion Group 140 Northway Court, Raleigh, NC 27615

Duties Include: Coordinates and facilitates new referrals as assigned. Reviews and verifies all new patient orders and documents appropriately in dispensing system. Communicates and collaborates with physicians, nurses, patients, families, and other team members to provide quality care for the patient. Maintains thorough and appropriate documentation in the patient record of all activities and communications with and regarding the patient. Coordinates patient care and performs patient follow-up within the appropriate timeframe as assigned. Coordinates and participates in the dispensing of all medications, related supplies, and equipment in accordance with federal, state, and local laws. Tracks and confirms deliveries. Processes and picks all medications, supplies and equipment prior to dispensing from pharmacy. Maintains pharmacy records in accordance with applicable laws and regulations. Assists with site inventory, maintenance, and other end of month activities. Collaborates with customer service teams regarding equipment, deliveries, and shipping.

Pharmacy Technician II 07/2016-04/2017

CareServices Oncall LLC 4505 Falls of Neuse Road, Raleigh, NC 27609

Duties Include: Assists and supports processing and delivery of medication orders. Properly manages inbound calls and any electronic or paper documents regarding medication orders and deliveries. Answers clients’ questions and concerns regarding medication orders, referring to a Pharmacist when required. Adheres to all quality control and medication safety policies and procedures to ensure transcription and medication transfer accuracy. Maintains accurate and complete records of all activities for admission, discharge, transfer, and medication orders, as required by Care Services On Call documentation standards. Complies with all Pharmacist verification processes before submission to fulfillment pharmacy.

Pharmacy Technician II 12/2014-03/2016

ACS, A Xerox Company 4924 Green Road, Raleigh, NC 27616

Duties Include: Work in a call center environment and answers questions on medical issues. Deal with open enrollment, membership, and billing issues for callers (members, providers, pharmacy and doctors) seeking answers to questions they have related to healthcare insurance and coverage as healthcare members. Handle inbound calls from member services/provider services. Provide information on complaints regarding specific healthcare/medical products and services. Complete call reports, logs, audits, intakes and issues. Resolve customer support related issues and provide customer with proper solutions. Perform customer verifications and process orders, applications, forms, and requests. Communicate benefits guidelines and protocols to pharmacies, members, and doctor offices.

Pharmacy Services Representative/Pharmacy Technician 08/2014-11/2014

CVS Caremark Specialty Pharmacy 10700 World Trade Blvd, Raleigh, NC 27617

Duties Included: Interacted with members who may have serious, chronic conditions as well as physician practices, insurance carriers, health plans and pharmacy operations teams. Took inbound calls from and placing outbound calls to patients, physicians, and/or insurance. Additional duties included assisting pharmacy services staff members with answering phones, triaging calls, filing, and other administrative support activities. Took prescription orders via phone, documented issues with administering medications, documented adverse reactions as well as mental and/or physical changes, and escalated these issues to a registered pharmacist per policy and procedures.

NC MMIS Pharmacy Technician 05/2013 – 05/2014

Computer Science Corporation 2610 Wycliff Road, Raleigh, NC 27609

Duties Included: Perform review of prior approval requests for pharmacy program; may assist in preparations mediations and hearings. Perform under North Carolina's approved criteria that outlines policies and requirements this position determines prior approval for specific procedures. Answer incoming customer calls regarding claim processing. Document claim and associated history. Evaluate available information to validate claims. Verify policyholder information, policy effective dates, premium status and verification of claim eligibility. Send claim form to claimant for updating, correction or completion. Investigate simple to moderately complex claims and determine level or resolution if appropriate; advise claimant of status; assist in negotiating settlement and resolution of claim. Identify need for additional information; contact appropriate source to obtain needed information. Verify beneficiary or claimant information if claim is warranted. Identify payment amount and obtains required management approvals for payment. Process payments.

Customer Care Assistant 09/2007 – 01/2013

ACS, A Xerox Company 4924 Green Road, Raleigh, NC 27616

Duties Included: Using a computerized system, responds to customer inquiries in a call center environment. Responds to telephone inquiries and complaints using standard scripts and procedures. Gathers information, researches/resolves inquiries and logs customer calls. Communicates appropriate options for resolution in a timely manner. Inform customers about services available and assesses customer needs. Provides functional guidance, training and assistance to lower level staff. Provides assistance, training, and troubleshooting support to lower level staff. Schedules work to ensure accurate phone coverage. Monitors priority of calls and shifts escalated calls to assure resolution to problems. Prepares standard reports to track workload, response time, and quality of input. Assists in planning and implementing department goals and makes recommendations to management to improve efficiency and effectiveness. All other duties as assigned.

Customer Service Pharmacy Technician 05/2006 – 09/2006

CatalystRX 4020 Wake Forest Road, Raleigh NC 27609

Duties Included: Provided customer support services. Served as the initial and main point of contact for clients and authorizations assistance. Communicate benefits guidelines and protocols to pharmacies, members, and doctor offices. Followed guidelines, accurately convey policy and procedures regarding medial plans. Utilize data entry skills, computer knowledge, and knowledge of drug therapy to provide excellent customer service.

Pharmacy Technician/DUR Coordinator 09/2003 – 03/2006

ACS, A Xerox Company 145 Technology Lane, Henderson, NC 27537

Duties Included: Answered calls in a call center environment. Received inquiries pertaining to fills and refills of customer prescription orders. Consulted with pharmacists on more complex issues involving pharmacy medicine and/or potentially hazardous pharmaceuticals. Assist pharmacy staff with dispensing pharmaceuticals consistent with prescription information. Utilized personal computer to provide data input, retrieve prescription information and access customer files related to relevant prescription/medical information. Provided administrative assistance to ensure the respective pharmacy’s customer files and records are maintained/organized. Received customer and doctor inquiries and referred medical/technical issue to in-house therapeutic consultation pharmacists for resolution. Provided general administrative support as required.

References Available Upon Request

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