Service Representative Call Center
Resume:
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PATRICIA
KEENAN
********@*****.***
Dublin, OH 43016
SUMMARY Personable and dedicated Customer Service Representative with extensive experience in pharmacy. Solid team player with upbeat, positive attitude and proven skills in establishing rapport with co-workers, supervisors, managers, clients, etc. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. SKILLS Inbound and outbound calling
Call center experience
High-energy attitude
Microsoft Office expertise
Active listening
Problem-solving abilities
Data evaluation
Clerical support
Conflict mediation
Adaptive team player
Courteous demeanor
EXPERIENCE PHARMACY SPECIALIST II
Corvel Pharmacy Solutions - Dublin, OH
Identified prescription bills that were non-compliant with the pharmacy benefit network.
Communicated with claims adjusters on claimant status and eligibility.
Utilized proprietary systems and softward to add and change claimant data.
Communicated with pharmacies to update processing information to ensure correct future billing.
Obtained prior authorizations from claims adjusters to approve non-formulary prescriptions.
Contacted adjusters for permission to extend eligibility of claimants' cases.
Assisted with additional department projects as needed and served as back-up when call volume was heavy.
CUSTOMER SERVICE REPRESENTATIVE
Medco Pharmacy Solutions/Express Scripts - Dublin, OH
Responsible for both inbound and outbound calls to schedule specialty medications for patients including completing assessments and setting up overnight delivery.
Assisted the Memphis Accredo supervisors with resolving no-go shipments.
Communicated closely with key personnel such as pharmacists, coverage review specialists and the billing department to ensure that patients received their critical medications in a timely manner.
Assisted pharmacists with several drug recall assignments.
Supported the supervisors as a SME (Subject Matter Expert) in many training classes as well as online.
EDUCATION AND
TRAINING
University of Kentucky - Lexington, KY
Some College (No Degree)
Franklin University - Columbus, OH
Some College (No Degree)
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Hilliard High School - Hilliard, OH
High School Diploma
06/1976
CERTIFICATIONS National Certified Pharmacy Technician.
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