Call Center Customer Service

EllenRose Zerlaynah Bouler

**** ********* ******

Indianapolis, IN 46231

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**********.******@***.***

******@*****.***

SUMMARY:

Seeking a position that will enhance my educational and technical skills. I am dedicated and can work effective within a team environment or independently.

EMPLOYMENT HISTORY:

Accredo Specialty Pharmacy Health Group, Inc. — A company of Cigna/Express Scripts

Jun 2007 — Jan 2023 > Customer Service Rep/Nursing

Outbound call point of contact to medical prescribers requesting signature on Home Health Certification/ Plan of Care forms and Nursing Orders. Right Fax or send forms via DocuSign for receipt within seven days. Once received the form is imaged via eFax into patients’ chart in Rx Home Citrix (JAVA) system.

Responsible for the completion of weekly nursing reports via Excel and Access Point. Image nursing visit notes in Rx Home system for reimbursement to nurses and/or home health agencies. Contact agencies to request overdue nursing visit notes as needed and assist in handling overflow of inbound calls for the Genesys Avaya Nursing Team.

Handled various state patient consent forms that were required for skill nursing in-home visits. Converted snap shots/ pictures/images of all such type documents received from patients or nurse managers/supervisors convert to a PDF doc and image into Rx Home system patient account file.

Coordinate patient education referrals and negotiate pricing with the agency for educational visits to administer, billing to insurance company, teach and access patients on new medications and therapies. Develop and maintain liaison relationships with various clients/agencies.

Prior job titles/responsibilities (at same location) handled in-bound/outbound calls while working in our Call Center. Pharmacy Customer Advocate 1, Il, Pharmacy Services Acting Lead (Temporary).

Vincennes University Aviation Tech Center, Indianapolis, IN Jun 2002 — Aug 2006 > Manager

Managed all general library functions within the media center such as administering student entrance exams, completing weekly budget reports, supervision of staff and overseeing technical equipment. Other duties included bookstore manager tasks for accounting/bookkeeping, inventory control and purchase of store items (textbooks, clothing, etc.). Conducted training sessions to assure staff maintained appropriate skills needed to meet basic qualifications required by the technology center.

TECHNICAL/TRAINING SKILLS:

Microsoft Office 201 6 (Excel, MS Word, Access, Outlook, PowerPoint), Internet Explorer, Snipping Tool, Skype for Business, Webex, SharePoint, Explorer, Mozilla Firefox, Google, Rx Home, SharePoint, and MS Edge.

Effective oral and written communication, customer service, student advising, training, mentoring, staff supervision, coaching, and problem solving.

EDUCATION:

Licensed Pharmacy Technician, Indiana Board of Pharmacy Training & Education Program.

Master of Science - Student Affairs Administration/Higher Education, Indiana University, Bloomington, IN.

Bachelor of Arts - Organizational Communications, Indiana University, Indianapolis, IN.

Associate of Arts & Humanities, Indiana University, Indianapolis, IN.

PROFESSIONAL AFFILIATIONS:

Board of Directors (Former Vice President) Indianapolis, IN, Silhouettes Kappa Alpha Psi Fraternity, Inc., (Active Member).

Eastern Star Church, Indianapolis, IN, (Active Member Musical Choir & Barnabas Ministry).

Gamma Phi Delta Sorority, Inc., Midwestern Chapter (Active) Golden Life Member.

HOBBIES:

Spending time with family.

Traveling & relaxing at home whenever possible.

Cooking & dining out.

Singing in my church choir & first point-of-contact with new parishioners.

Watching local weekly TV shows & movie channels.

Going to cinema movies.

Community Involvement:

Contributions to non-profit agencies through charitable works

various events (i.e., social, local, political, community, & religious).

References available upon request.

Contact this candidate