Rodney Franklin

Pittsburgh, PA *****

412-***-**** (primary)

adwuvt@r.postjobfree.com

OBJECTIVE

To obtain a position utilizing all of my skills to enhance the productivity of your company.

EXPERIENCE

REIMBURSEMENT COUNSELOR 11/2018 – 01/2020

CVS HEALTH

MONROEVILLE, PA

Help patients who due to financial constraints may have difficulty affording the medications they need. Assist patients in finding and securing financial assistance to start or continue life sustaining drug therapies. Expected to demonstrate excellent customer service to patients, healthcare professionals and insurance carriers in order to obtain financial assistance needed to process patient prescription orders in a timely manner.

Inbound Customer Service Representative 04/2018 – 11/2018

CVS HEALTH

MONROEVILLE, PA

Handle patients billing questions plus all requests made by the patient of CVS Health Specialty pharmacy billing in an attempt to ensure timely and accurate account payments for outstanding balances while demonstrating excellent customer service to patients, healthcare professionals and insurance carriers.

Receive inbound calls from patients with questions regarding bills received.

Provide excellent customer service to the patient by providing first call resolution to their needs

Resolve problems that may have resulted from incorrect or incomplete information

Work closely with internal departments to address patient billing questions

Patient Case Coordinator, Mindlance (Lash Group)

06/2017 - 10/2017

Monroeville, PA

Answers basic clinical and program questions

Coordinates access to therapies, schedules and conducts appropriate follow-up, and facilitates access to appropriate support services

Facilitates access to appropriate support services,including reimbursement counseling, nursing hotline, and support.

Processes incoming enrollment forms for programs

Follow up via phone, mail and/or fax for missing enrollment information

Supports payer research, health care policy library, and state management

Identifies other sources of health care coverage for patients through simple queries and use of PayerPlus database

Works on problems of limited scope. Follow standard operating procedures in analyzing data from which answers can be readily obtained.

Typically receives general instructions on routine work, detailed instructions on new projects or assignments

Rep 1 Benefits Splcty Mail / Reimbursement Counselor, APEX (CVS HEALTH)

10/2016 - 02/2017

Monroeville, PA

The primary responsibilities of a Rep 1 Benefits Splcty Mail (Benefits Verification Representative) are the verification of insurance coverage for potential new patients and re-verification of insurance coverage for existing patients in order to process patient prescription needs successfully and demonstrate excellent customer service to patients, healthcare professionals and insurance carriers. Research alternative options to assist patients on paying unaffordable co-payments for medications/services. Contact organizations, foundations to get information on programs to help patients. Provide assistance options to patients and pre screen for eligibility with patient (outbound/inbound calling).

Customer Care Rep, Aerotek

11/2015 - 03/2016

Pittsburgh, PA

Handle inbound calls for CVS Caremark members who has questions and issues about their prescription coverage and plan design. Place orders for refills and new prescription requests. Handle calls from prescribers and other agencies who call on behalf of members.

Sales Clerk, Cake It Easy

02/2015 - 11/2015

Pittsburgh, PA

Work the store front counter handling sales and order taking for the business. Cash register experience and answering phone calls. Handles stocking shelves and custodial work for store. Interact face to face with potential customer showing designs and going over pricing for product.

Small Business Sales Rep, CenturyLink

05/2014 - 09/2014

Phoenix, AZ

Handle inbound calls from small business owners for new product requests or trying to disconnect current service. Educate customers on benefits of maintaining services and cross selling/up selling products. Contributed to overall customer satisfaction, adhere to the company attendance policies in order to assist customers and contribute to meeting the department sales and company goals.

Technical Service Rep, Safellite Auto Glass

05/2013 - 09/2013

Chandler, AZ

Handle inbound calls from people who needed replacement automobile glass pricing. Scheduled appointments for installations and cross sell/up sell products. Contributed to overall customer satisfaction, adhere to the company attendance policies in order to assist customers and contribute to meeting the department sales and company goals.

Account Manager/Sales/Promotions, West Business Services

08/2012 - 03/2013

Mesa, AZ

Established a rapport with potential customers, asking pertinent questions, and interpret information in order to identify customer's needs. Performed to educated potential customers on service and rate information that best fits into their entertainment needs. Responsible for explaining billing as needed to give customer a clear understanding of charges. Contributed to overall customer satisfaction, adhere to the company attendance policies in order to assist customers and contribute to meeting the department sales and company goals.(DIRECTV WINBACK DEPT)

Customer Service Rep, Connection Inc.

01/2012 - 03/2012

Tucson, AZ

Handled inbound calls from customers to go over billing and product issues. Responsible for explaining billing as needed to give customer a clear understanding of charges. Contributed to overall customer satisfaction, adhere to the company attendance policies in order to assist customers and contribute to meeting the department sales and company goals.(Sprint)

Customer Service Representative, Dish Network

05/2009 - 08/2009

Pittsburgh, PA

Established a rapport with potential customers, asking pertinent questions, and interpret information in order to identify customer's needs. Perform to educated potential customers on service and rate information that best fits into their entertainment needs. Responsible for explaining billing as needed to give customer clear understanding of charges.

Customer Service/Technical Representative, Comcast

01/2008 - 12/2008

Pittsburgh, PA

Maintain the ability to establish a rapport with current/potential customers, ask pertinent questions and interpret information in order to identify a customer's need. Educate current/potential customers on all products, services and rate information in order to guide customers into service that best fits into their entertainment needs. Explain customer billing when needed in order to give customer a clear understanding of charges, billing cycles, prorates. Handle troubleshooting issues with video services. Achieved and exceeded individual sales/cross selling goals.

EDUCATION

Cheyney University

01/1979 - 06/1981

Credits Earned: 28

Cheyney, PA

Post-secondary education, no degree or certificate

Westinghouse High School

09/1974 - 06/1978

Pittsburgh, PA

High school graduate or equivalency certificate (GED)

SKILLS

• Responsible for explaining billing

• Prescriptions

• plan design

• Handle troubleshooting

• Cash register experience

• Bus Management

• Technical Service Rep

• Small Business Sales Rep

• Sales Clerk

• Customer Service/Technical Representative

• Customer Service Representative

• Account Manager/Sales/Promotions

• Diploma

• Research

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