Service Representative, Sales

Lauren A. Stewart

Phone: 480-***-**** E-Mail: ************@*****.***

Objective

Customer Service with a heart! I would love to find a career environment with advancement opportunities where I can apply my numerous skills in production, Leadership, customer service and sales Qualifications

I bring a comprehensive set of skills that I believe will be helpful to any company. I possess an extensive skill set and knowledge in various computer programs and online services. I am also well versed in medical terminology and truly have a passion for educating patients. I am a people person which is an extremely needed qualification in any industry. I have over 20 years of customer service experience along with lead/supervision experience.

Experience

Eligibility Interviewer Department of Economic Security 04/2023 - Current Interviewer state benefits

● Work pending cases for the state of Arizona medical assistance program

● Handle time sensitive materials to help approve or deny clients

● Work with HEAPlus system to complete applications submitted

● Review sensitive documents received for information pertaining to account and application

● Make decisions on denials for clients through extensive training program from State of Arizona Brand Ambassador Nebula Nectars 07/2022 - 3/2023

Brand Ambassador/Marketing Assistant

● Set up tables at dispensaries on promotional days to educate on our products

● Contact management via emails, Google meet and Zoom at all dispensaries to schedule tables and promotions

● Assist with shop duties including production of products for deliveries

● Assist owner with marketing ideas and content creation for social media accounts

● Assist with deliveries including compliance paperwork and payment collection

● Assist owner with budtender Trainings teaching about our products and sales techniques to assist with sales

● Table at local events to promote products along with mocktail demonstrations Cannabis Advisory MUV 09/2021 - 05/2022

Receptionist/Cannabis Advisor

● Greet incoming patients and customers while checking state issued medical cards and ID

● Process sales for pick up orders including submitting all sales to AZDHS for all medical patients

● Stock products in FIFO order

● Help in back with weighing bulk inventory to half ounces and eighths and pre rolls

● Know and process all closing and opening procedures for front of house OG Zonka 07/2020 - 9/2021

Chocolatier/Sales (Closed Down)

● Make all items in the Zonka edible line from start to finish including infusion, cutting, wrapping and quality control, this included edibles, lunar rollies and RSO

● Deliveries for Zonka to all locations throughout Arizona along with collecting payments

● Conducted sales meetings with sample delivery to various dispensaries

● Ran budtender trainings for dispensaries carrying OG Zonka along with vendor days

● Processed invoices and manifests through LeafLogix and updated inventory, created labels per compliance for all products

● Updated LeafLink with all Zonka products and any new items or promotions UNDOO LLC 07/2019 – 04/2020

Brand Ambassador and Personal Assistant

● Work all local events including tabling and providing samples and assistance to mmj patients with questions or concerns

● Personal assistant to the CEO, helped process emails, book flights, obtain refunds along with many other clerical duties

● Processed sales meetings with dispensary agents when requested for sales of UNDOO softgels

● Assisted with emergency on call availability to patients when in need including delivery Southwest Medical Marijuana Evaluation Center/Dr Burns Releaf 01/2020 – 7/2020 Certification Customer Service Representative Temp Assignment

● Check In/Check out patients in person and via telemedicine for certification appointments

● Collect payments for patients’ appointments and balance end of night

● Request records from healthcare providers for patients’ certifications

● Run weekly reports to check all application statuses

● Answer incoming calls and process outgoing calls to assist patients with paperwork and any questions concerning the process for certification

● Submit applications to AZDHS for certifications

Valley Healthcare Group 6/2018 – 8/2019

Customer Service Rep and Resupply Specialist

● Take incoming calls in large volume from patients for resupply of CPAP supplies, process and create orders

● Outbound calls for follow-ups to doctor’s offices to verify information and documents needed

● Verify benefits and eligibility for new supplies or CPAP equipment per insurance guidelines

● Troubleshoot CPAP issues, oxygen equipment and all other DME related calls with patients.

● Work in person with patients who walk in for supplies and assist with any co-insurance questions along with supply usage

McKesson/Remx 4/2017 – 06/2018

Specialty Drug Case Manager Temp Assignment

● Complete cases and assist HCP office using Salesforce, running daily reports to determine the day’s SLAs

● Outbound calls for follow-ups on benefits and prior authorizations

● Conduct weekly meetings with PSL to discuss problem cases and work to keep patients in Personal Support Program

● Inbound and outbound calls, send and receive faxes, and daily use of Excel Comphy Co. 9/2016 – 02/2017

Web Lead – Bellingham, WA

● Work with Salesforce, Opencart, Auth.net and UPS website to handle all web customer’s needs

● Take incoming calls from customers to help with any orders they want to place or problems needing cases created to solve

● Make outgoing calls to customers or to UPS to resolve any issues with products or shipping the customer may have experienced.

● Handle large to small volume of incoming emails daily and process on a first come first serve basis unless high priority.

● Create cases for customers depending on the issue and analyze if the warranty will still apply depending on the situation. Issue refunds to my accounting department as necessary.

● Participate in meetings with staff and the owner on ways to improve Comphy Co website and increase sales and customer satisfaction

Banner Health, Banner Home Care 10/2015 – 7/2016

HME Client Intake Rep – Chandler, AZ

● Work with Mestamed and transitioning into TIMS system

● Take incoming calls from patients to assist with all forms of DME ordering and questions about troubleshooting O2 and CPAP

● Place orders for patient wound supplies, CPAP supplies, and O2 orders, along with many other items of DME

● Make outgoing calls to patients and doctor’s offices for follow-up when needed Nextcare Urgent Care/Accounting Principles 5/2015 – 9/2015 Temp Assignment – Mesa, AZ

● Cash poster, processing incoming payments from patients and insurance companies, attaching to each patient’s account

● Primary workload in Nextgen

● Light use of Excel spreadsheets daily

● Review incoming claim payments for accuracy, along with submitting for appeal for various issues Apria Healthcare 9/2013 – 5/2015

Suspended Billing Rep – Tempe, AZ

● Worked in ACIS on both inbound and outbound calls from patients and doctor’s offices

● Account research done to determine if all documents necessary for billing on hand, as well as eligibility per Medicare guidelines

● Tracked down CMN and face-to-face documents to determine patient qualification for testing, and advised doctors of what was needed, depending on ICD-9 codes of patient diagnosis

● Ensured compliance training completed to work with oxygen, CPAP and BiPAP, and other forms of respiratory equipment for billing purposes

Option 1 Nutrition Solutions 12/2012 – 8/2013

Medical Billing and Medicare Specialist – Temp Assignment

● Worked on customer accounts in Brightree creating CMNs and DIFs for Medicare accounts and billing, as well as updating patient files and obtaining doctor signatures as needed

● Located hard-to-find offices and information in a timely manner

● Contacted doctor’s offices and patients for clinicals and information needed for patient files for billing Medicare

● Reviewed new patient packets for Medicare qualifications while determining readiness for release to billing

● Daily follow-ups on requested medical documentation with account notation

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Education

Mesa Community College – Mesa, AZ 2012 to 2015

General Studies

Community work - Tom's Palms

Currently on the board and participating member

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