Customer Service Call Center
Resume:
Zulma Kancso
Orlando, FL 321-***-**** adzd9q@r.postjobfree.com
PROFESSIONAL SUMMARY
Ambitious Project Liaison with 24 tenacious years of Health Care, and 17 years of Specialty Pharmacy Industry. Increasing hub services outcomes and manufacture relationships through persuasion and fantastic communication. Skilled at handling over 14 manufacture program accounts while answering incoming calls. Forward-thinking and resourceful with superior work ethic and leadership, problem-solving and. SKILLS
• Customer Service
• Hub Services
• Patient Financial Coordination
• Portal updates
• Staff training and development
• Process improvement
• Trade Relations
• Benefit Investigation
WORK HISTORY
2021 – Present Project Liaison, Pharma Relations, BioPlus Specialty Pharmacy – Altamonte Springs, FL
• Assist with educating patients on Pharma Programs and attempt to enroll the patients or warm transfer the patient to the hub as indicated in the program policy and procedures.
• Communicate program trends and stucks which may need to be communicated with the Pharma Account Manager team to then discuss with the Operational leaders.
• Troubleshoot and keep track of patient related to a Pharma program to expedite the Time to Ship and help company achieve higher service fees
• Conduct auditing of programs assigned to ensure we are following the contractual processes, such as meeting specific referral processing timelines, utilizing the proper progress notes, and BioAssessment Plus (BAP) in order to pull into invoice tool.
• Lead entire call center hunt group of incoming and outgoing calls
• Handling Field Representative inquires and providing them prescription updates
• Providing updates via portal of prescription PA, Enrollment, Free Drug outcomes.
• Training new hires
• Proficient in Rheum and Derm, HCV, and Oncology therapies. 2011-2021 Bioplus Specialty Pharmacy Altamonte
Spring, Florida
Customer Service Specialist Team Lead
• Responsible for telephonically assisting patient and pharmacies with question
• Routing prescription orders to the appropriate party.
• Data Entry
• Inbound call center with health insurance experience
• Frontline coordinating medication deliveries for patients and pharmacies
• Complied with HIPAA and PHI
• Promoted one call resolution
• Checking shipping board
• Working the no ship report
• Billing patients claim with insurance to obtain copay’s 2004 - 2010 CuraScript Pharmacy, Orlando,
FL
Customer Service Specialist
• Responsible for telephonically assisting patient and pharmacies with question
• And service needs As well as routing prescription orders to the appropriate party.
• Data Entry
• Inbound call center with health insurance experience 2002- 2004 Finkelstein & Partners, Newburgh,
NY
Receptionist Comprehensive secretarial
• Filing system implemented and maintained.
• Schedule appointments, meetings, make travel arrangements
• Screen calls and visitors to determine their needs and direct them to appropriate area.
• Heavy telephone traffic
• Managed all client correspondence.
1998 - 2002 Simon & Meyerowitz, New York,
NY
Receptionist Comprehensive secretarial, as well as routine administrative office support
• Coordination of schedules, appointments, meetings, and conferences.
• Screening of all calls and visitors to determine their needs and direct them to appropriate.
• Extremely heavy telephone traffic.
• Managed all correspondence and distribution
1995 - 1998 Mobilization for Youth Services, New
York, NY
Home Health Aide
• Assist the elderly by arranging doctor’s appointment
• Monitor medication distributed and assisted with all their care
• Assist patients as well as family with questions, concerns, and issues SKILLS
• Windows, Microsoft Word, Outlook, Turbo Cap, Compass Software, Excel, Teams
• EDUCATION
• Languages: Spanish and English
• Education: Seward Park High School, New York, NY
• References: Available upon request.
• ACCOMPLISHMENTS
• Presidents Club Committee Award, 2019
• Employee of the Month every month between 2011 - 2021
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