Service Representative Customer

ALICIA JONES

**** ***** **** *****, ************, IN 46260 C: 601-***-****

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

Dedicated Customer Service Representative motivated to maintain customer satisfaction and contribute to company success. Highly enthusiastic customer service professional with 8 years client interface experience. Pharmacy Technician with 12 years of hospital and retail pharmacy experience. Self-starter with extensive knowledge of Medicaid and Medicare procedures.

Strong organizational skills

Active listening skills

Seasoned in conflict resolution

Sharp problem solver

Courteous demeanor

Energetic work attitude

Inventory control familiarity

Telephone inquiries specialist

Customer service expert

Adaptive team player

Strong background in FDA drug safety guidelines

HIPAA trained

Efficient and accurate

Strong decision-making ability

Customer Assistance

Worked with company systems such as Live Support and diligently

completed all assigned tasks, working overtime as needed.

Computed Data Reports

Provided required weekly, monthly and quarterly reports listing sales

figures and client track records.

Customer Service

Researched, calmed and rapidly resolved client conflicts to prevent loss

of key accounts.

10/2007 to 12/2015 Triage Pharmacy Technician

Omnicare Indianapolis, IN

Entered new patient profiles and prescriptions into medication input software

system. Worked closely with pharmacists and used medication input software

to safely and accurately dispense medication. Efficiently answered multi-line

phone and processed high volume of order requests from nurses, doctors and

pharmacists. Answered and screened phone calls for the staff pharmacist in a

friendly, efficient manner. Verified patient data and billing information. Verified

accuracy and completeness of information on prescription and refill

requests. Regularly completed paperwork and entered prescription and

insurance billing information into patient profiles. Strictly maintained customer

and patient confidentiality. Promptly referred all doctors' calls and customers'

medical questions to the pharmacist on duty. Communicated with all

customers and staff in a pleasant and professional manner. Consistently

upheld proper pharmacy and general safety procedures and

standards. Maintained proper pharmacy and general safety procedures and

standards, including department cleanliness. Followed state and federal record

keeping guidelines for legend drugs and controlled substances. Appropriately

resolved customer issues, complaints and questions. Extended patient

engagement with extra counseling and follow-up adherence calls.

10/2017 to 03/2022 Oncology Pharmacy Technician

Cigna Indianapolis, IN

Start referral/order process, call doctor offices for new prescriptions.

Work on special projects which include research, filing prescriptions, printed daily reports and checked phone messages.

Patent calls to explain co-pays and help get them in contact with copay assistance.

Patient calls to set up replacement deliveries.

Triage emails.

Prior Authorizations in getting them from start to finish

I have done many different functions so I have a experience in many different functions

03/2022 to 03/2023 Customer Service Associate Analyst (Physician Relationship Ambassador)

Serves as the main point of contact to assigned physician offices.; Providing the highest level of service on telephone calls and written inquiries

Ensures physicians request is processed in a timely manner and to the satisfaction of the physicians

Provides information to clients, participants, pharmacists and doctors regarding participants pharmacy benefit, drug coverage and provide accurate procedures for medication exceptions

Act as liaison service to other Accredo departments

Responsible for managing day to day activities for assigned region, including: working cross functionally with internal partners and stakeholders (i.e pharmacy, patient access, sales), fostering and developing prescriber and their office staff relationships, and interfacing with payer when necessary

Distributes work requests to team member and monitors for completion

Processes PA requests, new referrals and answer general questions

Follows prescription order from beginning of process to the end of processing

Leads the development and creation of customized scheduled reports for prescribers in assigned region.

Maintains reports

Educates physicians on Portal options

Upon request, will travel to assigned territory and collaborate with field sales force to provide general program information and concierge service.

Work closely with the Pharmacy Sales Team

Provide information to clients, participants, pharmacists and doctors regarding participants pharmacy benefit, drug coverage and provide accurate procedures for medication exceptions

LICENSES

Certified Licensed Pharmacy Technician

Contact this candidate