Customer Service Patient

EBONI CUNNINGHAM

**** *****-********* · Millington, TN 38053

*****************@*****.*** · 901-***-**** · 901-***-****

Experienced and reliable professional, with over 12 years of administrative and leadership skills, whose driven to provide quality service, which helps to deliver positive experiences through high-quality customer care.

EXPERIENCE

OCTOBER-2021 TO PERSENT

CUSTOMER SERVICE SENIOR ANALYST

Delivers specific delegated tasks assigned by a supervisor in the Customer Service job family. Responsible for investigating/resolving escalated and complex customer service issues/calls/complaints obtaining necessary information from policies, procedures, or practices. May serve as primary contact and liaison between one or more major customers, Health Plans, Service Centers, and/or functional areas. Determines best method to resolve problems ensuring customer satisfaction and adherence to company policies. May provide guidance, training and instruction to lower level representatives. Must have thorough technical knowledge of assigned products and excellent communication skills. Contributes to special projects and process improvements. Completes day-to-day Customer Service tasks without immediate supervision, but has ready access to advice from more experienced team members. Tasks involve a degree of forward planning and anticipation of needs/issues.

JULY-2020 TO OCTOBER-2021

ELIGIBILY SENIOR REPRESENTATIVE, EXPRESS SCRIPTS ( ACCREDO), MEMPHIS, TN

Acts as a liaison between both internal and external resources to reduce client abrasion, facilitate the timely processing of referrals and provide accurate status reporting to clients

Eligibility Senior Representative delivers straight forward administrative and/or other basic business services in Eligibility.

Implements and maintains eligibility for benefits

Ensures customer data is installed accurately and timely

JULY-2019 TO JULY-2020

PATIENT SERVICE COORDINATOR III, EXPRESS SCRIPTS ( ACCREDO), MEMPHIS, TN

Served as point of contact for providers, patients, and payors, during enrollment into the SP program.

Attended weekly Huddle Call meetings to address patient account issues

Provided account updates to the clients thru inbound calls and emails received.

Assisted patients with scheduling their medication and fax to physician office for special request

Assisted with enroll new patients, obtain insurance/PBM information, and assistance programs

MAY-2017 TO JUNE-2019

PATIENT CARE ADVOCATE, EXPRESS SCRIPTS ( ACCREDO), MEMPHIS, TN

Served as point of contact for providers, patients, and payors, during enrollment into the SP program.

Greeted customers in a timely fashion, while quickly determining needs.

Provided inbound/Outbound call support for the pharmacy department

Assisted patients with scheduling their medication and fax to physician office for special request

Assisted with enroll new patients, obtain insurance/PBM information, and assistance programs

Placed Outbound calls to obtain Prior Authorization, paid insurance claims statuses, and etc.

NOVEMBER 2016- MAY 2017

TRAY LINE ASSISTANT SUPERVISOR, TREZEVANT EPISCOPAL HOME, MEMPHIS, TN

Supervised meal cart operations, while also giving support to staff when employees called off.

Assisted with scheduling, and handled disciplinary actions of staff.

Provided guidance and counseling of staff as needed.

Assisted with preparing daily / weekly meal tickets along with the special dietary needs from the Cygnet Menu System accurately

FEBRUARY 2014- SEPTEMBER 2016

PATIENT SERVICE SUPERVISOR, METHODIST UNIVERSITY-DOWNTOWN, MEMPHIS, TN

Made on-call visits to the patients, to follow up on their care, on a daily basis

Supervised the operations of the department, while giving daily reporting and dietary census.

Assisted with scheduling, and handled disciplinary actions of staff.

Provided guidance and counseling of staff as needed.

SEPTEMBER 2011- FEBRUARY 2014

FOOD AND NUTRITION CATERING ASSISTANT,METHODIST HEALTHCARE (SOUTH) MEMPHIS, TN

Prepared trays, with utensils daily for patients.

Handled the deliveries of the food orders, to the patient’s room.

MAY 2008- SEPTEMBER 2011

INFANT CARE PROVIDER/FLOATER, JESSIE MAHAN CENTER INC, MEMPHIS, TN

Supported children’s emotional and social development.

Cared for children in an institutional setting.

Observed and monitored children’s activities.

Maintained records on individual children, daily meals served, and medications needed

Organized and participated in recreational activities

EDUCATION

October 2014 - December 2015 Webster University, Memphis, TN

Masters/ Management and Leadership

October 2012 - May 2014 LeMoyne-Owen University, Memphis, TN

Bachelor of Science Degree/Business Administration

oAlpha Kappa Mu 2012

oCum Laude

SKILLS

Client facing

Computer Proficient

Windows 2003, XP,

Microsoft Office, Word/Excel

PowerPoint

People Soft

Access

Accounting

Salesforce

Leadership skills

Goal Oriented

Multi-tasker

Team player

Oral and Written Communication

Professional Demeanor

Strong Work Ethic

Self-starter

Quality Customer Service

Core Strengths

Self-Management and Development

Relationship Management

Leadership and Team Building

Auditing and Scheduling

Problem Identification and Resolution

Contact this candidate