Customer Service Operations Staff
Resume:
SUMMARY OF QUALIFICATIONS
Professional healthcare experience with proven abilities in operations, program and account management, provider relations and member services. Vast healthcare knowledge and experience in private sector and non-profit environments.
Management experience
Supervisory experience
Business operations experience
PROFESSIONAL EXPERIENCE
2008 – Current Fortrea( formerly known as Lab Corp also Covance)
Operations Supervisor - Covance Market Access Services, Inc. – Gaithersburg, Maryland
Manage day-to-day operations and supervise staff of up to 120 agents.
Ensure that staff are knowledgeable and operationally effective.
Develop and execute strategies to ensure maximum operational efficiency, quality customer service, and foster staff satisfaction.
Manage, coach, supervise and mentor operations staff.
Manage and process timesheets for over 30 direct reports.
Serve as an advisor, write performance evaluations, and address personnel issues.
Work with Account Directors and Account Mangers to understand each client’s expectations of service levels, delivery, and operational procedures.
Routinely monitor performance in key areas (e.g., quality, availability, and accuracy) to ensure that customer expectations are met.
Provide strategic counsel to staff to ensure that work is completed in a timely, efficient, high-quality manner, and performance expectations were met.
Manage CMA programs, including copayment foundations, reimbursement hotlines, patient assistance programs, compliance programs and safety studies.
Manage program operations as well as daily interactions with CMA clients.
Manage day-to-day client requests and work to ensure that operations staff is knowledgeable and operationally effective.
Ensure performance metrics established on programs met.
Responsible for building and maintaining excellent business relationships with direct staff and clients.
Manage day-to-day program operations and daily interactions with the CMA on-site clients.
Ensure operations staff is knowledgeable and operationally effective and performance metrics established on program are met consistently.
Maintain healthy work relations with direct reports with monthly touchbase meetings.
2007- 2008 Covance
Program Associate - Covance Market Access Services, Inc. – Gaithersburg, Maryland
Monitored call quality performance standards from a technical and customer service perspective.
Developed and lead project trainings, client sales force training programs, site visits, and other programs.
Coached, mentored, and developed team members through feedback and training.
Actively participated in operations process to ensure the work was completed efficiently with high quality.
Analyzed project data and produced reports for clients and identified trends and opportunities.
Managed customer complaints including escalated calls.
Served as a subject matter expert and lent technical expertise to ITC programs.
Responded to inquiries from clients, operations staff, and patients regarding third party payment, patient assistance and other client specific programs.
Developed sales force training materials and provided other support for pharmaceutical companies.
Provided reimbursement support to providers by investigating benefits, resolving denials for payments, and monitoring payer markets.
Analyzed policies and reported on product-specific policy decisions and emerging reimbursement trends.
Screened applicants for coverage options including patient assistance programs and foundations to help make costly new treatments available to patients with limited or no insurance.
2002 – 2007 Covance
Reimbursement Specialist - Covance Health Economics and Outcomes Services - Washington, DC
Responsible for screening and processing patient assistance program applications
Worked with distributors and manufacturers to request and track product shipment.
Worked physician’s offices and staff to determine patient enrollment and product shipment status.
Responsible for updating computer systems on patient enrollment status and other caller requests.
Participated in team processes to ensure timely completion of task, efficient, high-quality manner, and expected team performance measures were met.
Provided feedback to team members and shared and communicated team needs and processes to other teams and management.
Conducted data entry of related materials per program specifications.
Coordinated mail process by sorting and distributing incoming mail, processing routine mail for programs.
Performed copying and faxing for programs.
Distributed incoming faxes to appropriate personnel according to the daily schedule.
Provided other program specific administrative support, such as checking program voicemails.
EDUCATION
University of Maryland Global Campus- Present
Strayer University, NW Washington DC
Prince George’s Community College, Largo, Maryland
AWARDS
June 2002 Covance Commitment & Scientific
Excellence
July 2004 Covance Quality and Customer Service
May 2006 Covance Creative Problem Solving
October 2008 Covance Team Player Award
April 2013 Covance Golden Apple Award
SHERRILL HYMES
PROFESSIONAL RESUME
Professional healthcare experience with proven abilities in operations, program and account management, provider relations and member services. Vast healthcare knowledge and experience in private sector and non-profit environments.
Management
Leadership
Business Operations
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