Patient Care Team Lead

Darlene E. Fulmer

**** ****** ****, ********, ** 38632

541-***-**** ***********@*****.***

Objective

I am a devoted and committed individual seeking a career move where my strong skill set and a positive attitude will

make a difference.

Professional Experience

2022-2023 Accredo Health Group Resolution Team Lead Memphis, TN

2013-2022 Accredo Health Group Patient Care Advocate Memphis, TN

2011-2013 Randstad Temp Service/Accredo Patient Care Advocate Memphis, TN

2001-2007 Three Rivers Community Hospital ER Office Manager Grants Pass, OR

Accredo Health Group

● RTL (Resolution Team Lead)

o Handle escalated issues with patients, doctor’s offices, and insurance companies.

o Find resolutions to billing issues, missed medication shipments, legal and formal complaints

o Report adverse events

● Reports and work:

o MDS90 and processed max day supply calls

o CSO AOM Reduction Pilot Order Scheduling report

o Integrated New Patients

o Direct New Patients

● Back up Lead for the Offline Team

o Liaison between representatives and Business Units

o Update tools for departmental use and developed guidelines for new procedures

o Facilitate and develop training materials for representatives on process workflow

o Establish work schedules and assignments for staff, according to workload, space and equipment

availability

● Coordinate communication between patients, regulatory agencies or pharmacy staff

● Provide patients with appropriate health care services or resources

● Created and facilitated implantation of departmental processes (ATMS rescue calls, Flow Tool)

● Team Trainer for Rescue Calls

● Coaching

o Educate representatives on Express Scripts/Accredo processes and policies to ensure adequate

documentations are maintained

o Model and coach representatives on service excellence and exceeding expectations

● SME - Facility Trainer

● Maintain daily Inventory List for teams productivity

● Maintain urgent escalated requests via CERES, emails, instant message

● Maintain working rescue calls per contractual requirements

● Experience working On Boarding (welcoming) new patients

● Well-rounded working incoming calls

o Systems used:

ESD – RxHome

TMW

Flow Tool

OPS Insite

Enterprise Case Manager

Microsoft word

Excel

Outlook

Workday

Share Point

Web Ex

Three Rivers Community Hospital

● Created and facilitated implementation of departmental policies

● Experience maintaining budgetary control with a focus on implementing cost saving measures

● Managed capital, intermediate, and educational equipment expenditures.

● Responsible for 24/7 scheduling of a staff of over 90 employees and on call physicians

● Experienced in departmental hiring and orientation process.

● Maintained electronic filing of patient census log statistical data

● Payroll processing.

● Performed quality assurance chart reviews

● Created and maintained a monthly departmental newsletter:

Education

Jan. 2010 – June 2013

Southern Oregon University

Bachelor of Science – Forensics not completed

Sept. 2005 – March 2010

Rogue Community College

Associates Degree of Science

June 1987

Virginia Beach Vo-Tech

Legal / Medical Office Procedures

References

Sharie Smith – 901-***-**** Marilee Rodgers – 541-***-****

Curtis Rawlings – 901-***-**** Kris Lupold – 541-***-****

Chanel Cazeau - 312-***-**** Cathy Cutter - 901-***-****

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