Customer service representative

Nancy A. Artigas

Phoenix, AZ C: 520-***-**** *********@*******.***

Summary

Enthusiastic customer service professional with eight years of experience in a high-volume call center providing patient and pharmacy support for multiple pharmaceutical prescription drug programs. Recognized as a team player and a top performer with consistent excellent ratings on scorecard metrics. Proven track record of building quality customer relationships and maintaining composure with an ability to de-escalate in adverse situations.

Skills

HIPPA Compliant

Conflict Resolution

Relationship Building

Inbound/Outbound Calls

Cross-Functional Collaboration

De-escalation Techniques

Client Communication

Maintains Composure

Phone Etiquette

Verbal & Written Communication

Customer Solutions

Customer Empathy

Training & Development

Team Leader

Transcriptions

Professional Experience

Senior Health Specialist 10/2015 – 03/2023*

McKesson Specialty Health, Scottsdale AZ

* Massive reduction in force due to office closure

High volume (800-1K daily) inbound calls for over 800 prescription drug copay programs with all major pharmaceutical manufacturers.

Provided claim support to pharmacies nationwide and all US territories.

Qualified and enrolled patients in prescription drug discount programs.

Advised callers on patient friendly program benefit information.

Processed an average of 15 mail-in and electronic patient rebate submissions.

Participated in outbound calling program to assist patients in pharmaceutical manufacturer’s follow-up coaching program.

Consistently tasked to call patients to de-escalate and resolve co-pay claim errors.

Selected to train new hires on inbound/outbound prescription drug programs.

Trained to recognize and report patient adverse events with medications.

Processed an average of 125 IVR transcription co-pay card activations daily.

Training Coordinator/Customer Service Manager 07/2011 – 10/2015

Wal-Mart Stores

Conducted new hire orientation and on boarding.

I-9 verification and setup in Human Resource Management System (HRMS).

Customer service manager, front end operations.

Associate training and development.

Education

Pima Community College

Medical Coding Certificate, 2015

44 credit hours, 2011 - 2015

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