Customer Service Continuous Improvement Mngmnt Medical and restaurant
Resume:
Durham, NC
*****.*********@*****.***
Jacquelyn L Owens
OFFICE/CUSTOMER SERVICE MANAGER
EDUCATION
Florida Metropolitan University
Orlando, FL
AS in Criminal Justice
OBJECTIVE
As an assistant manager, my primary objective is to support the functioning of business operations by managing staff, coordinating operations, and ensuring exceptional customer service.
REFERENCES AVAILABLE UPON REQUEST
Manufacturing Associate
Coast Personnel 2024-Present
* Inspect transmission for any inconsistency and flaws* Maintain plant standards for safety, production, quality, and continuous improvement* Operate equipment, monitor output quality and quantity and making any necessary basic machine adjustments as required to keep machine in working condition* Perform routine inspection and monitoring activities to ensure product specifications are being met* requested* Perform daily housekeeping, waste removal.
Authorization Injection Coordinator
Raleigh Orthopaedic Clinic 2023-2024
*Complete drug authorization process ( benefit determination and pre-authorization with Insurance Companies).Detail documentation in the medical record. Communicate with patients to provide status updates and schedule injection appointments Coordinate. drug orders with Specialty Pharmacies. Work closely with Physicians and their clinical team to ensure that authorizations and appointments are completed in a timely manner. Detail knowledge of major insurance authorization requirement
Manufacturing Associate 2021 - 2023
Corning, Inc.
* Responsible for the safe and efficient manufacture of lab ware and pharmaceutical packaging products* Maintain plant standards for safety, production, quality, and continuous improvement* Operate equipment, monitor output quality and quantity and making any necessary basic machine adjustments as required to keep machine in working condition* Perform routine inspection and monitoring activities to ensure product specifications are being met* Completion of production records and maintenance of relevant data via electronic data entry to ensure accuracy and good documentation practices per company and Good Manufacturing Practices (GMP) standards* Utilization of inventory, quality, and production related software/databases* Stage raw materials, in-process product, and finished product per policy and procedure* Assemble, package, label, stage product per specifications and procedures* Perform routine inspection and testing functions for each lot as required or requested* Perform daily housekeeping, waste removal, and end-of-lot line clearance duties which sometimes requires the use of tools, cleaning equipment and chemicals, while maintaining all safety precautions* Specifically, in this position, I operate and program the AGV to pick up, remove the cassette from the dip rinse, and place it in dryer* Once that part of the process is complete, the AGV is programmed to remove the cassette from the dryer, where it is then transported to the assigned coating station per standard operating procedures* Finally, the PCF is completed
Deli Clerk 2019 - 2020
Harris Teeter
* Provided excellent customer service by using interpersonal and communication skills to maintain a high level of productivity and customer satisfaction* Followed sanitation guidelines, policies, and procedures and strictly adhered to CDC guidelines in relation to food prep and handling* Assisted with packaging, merchandising, and stocking of cold food items* Assisted customers with deli meat and cheese selections, slicing and packaging quality products as desired* Carefully prepared sandwiches and prepackaged food items following all sanitation procedures* Conducted daily food preparation of cold dishes and serving stations* Maintained order and cleanliness of deli area to ensure customer satisfaction* Part time
Assistant Manager 2017 - 2020
Arby's
* Worked diligently to train and develop managers and associates by careful coaching and demonstration of superb customer service* Anticipated the needs of customers to pre-emptively prepare for product orders* Focused my team on customer engagement and product/service quality that exceeded customer expectation* Routinely handled customer concerns and resolved issues in a professional and polite manner* Managed, ordered, and organized inventory and product and labor* Oversaw kitchen duties to ensure that customer orders were prepped, prepared, and delivered in a safe and swift manner* Nightly closing responsibilities included ensuring the store was adequately staffed, cleaned, and prepared for the next business day* Reconciling cash registers, counting, and preparing nightly deposit of restaurant cash
Pharmacy Technician/Medical Receptionist 2012 - 2016
Nebraska Medicine
* Provided outstanding customer service to 40+ patients weekly during all points of patient contact, from scheduling appointments to patient check in/out procedures, including processing patient payments and billing* Interpreted the terms of medical insurance policies to determine coverage and eligibility for all current and new patients* Communicated with insurance companies and benefits providers to obtain prior authorizations for prescriptions* Maintained patient database, including entering insurance and prescription information while protecting patient privacy* Reviewed and interpreted patient accounts to better help them understand their financial responsibility* Fulfilled customer orders as required per medical charts and treatment plans* Communicated and corresponded with other clinics and nurses regarding patient treatment* Fielded 50+ calls daily while completing all other administrative and specialized tasks/projects* Maintained compliance with all federal, state, and local regulations, including HIPAA
Pharmacy Technician/Triage Manager 2008 - 2012
United Pharmacy Services
* Successfully communicated technical information (pharmaceutical information) to a non-technical audience (customers and patients)* Utilized various computer applications to perform item entry tasks, such as patient demographics and prescription information, verify member benefits and eligibility, and processed pharmacy, medical, and third-party claims* Resolved billing and account discrepancies by researching and investigating customer accounts* Effectively corresponded with nurses and physicians regarding patient concerns, treatments, and prescriptions and relayed that information back to the patient* Regularly maintained and mailed the updated formulary documents to patients and customers* Complied with all company policies and procedures regarding patient privacy, and all federal, state, and local regulations.
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