Customer Service Pharmacy Technician

Evelyn Grayer

*************@*****.*** 601-***-**** Jackson, MS

SUMMARY

Pharmacy Technician with 5+ years of experience filling prescriptions, processing insurance claims, and maintaining customer relations in high-traffic pharmacies. Seeking to use a long-track record of excellent customer service, as well as advanced pharmaceutical knowledge and training, to fulfill the role at your pharmacy

WORK EXPERIENCE

McKesson Gulf South Medical Supply, Ridgeland, MS

Pharmacy Coordinator March 2022 – June 2025

•Managed inventory of pharmaceuticals and chemicals, ensuring secure storage and timely replenishment.

•Entered and updated comprehensive data for inventory and tracking purposes in the CRM, including prescriptions, purchase orders, disbursements, merchandise ordered, received, and shipped out.

•Implemented practice of utilizing pharmacy management software to perform online prescription refills, increasing monthly profits by 8%

•Mastered the intricacies of various medical insurance billing practices, reducing insurance billing issues by 34%

•Coached staff in customer best service practices, improving customer experience, and increasing customer retention rate by 18%

WellCare Health Plan Jackson, MS

Prior Authorization Representative (Pharmacy) Jan 2018 - Nov 2024

•Conducted detailed evaluations of medication requests for Medicare Part D, ensuring compliance with guidelines set by CMS.

•Processed prior authorization requests for specialty drugs and formulary exceptions sent in by the physician or the Pharmacy benefit manager. Ensuring that meds would be available in a 24-hour turnaround time frame.

•Assisted healthcare providers and patients in completing and submitting claims forms, UB92 and CMS1500, while ensuring beneficiaries had a precise understanding of their benefits and eligibility dates.

•Ensured adherence to state guidelines and supported payer research to maintain compliance with healthcare policies during open enrollment periods.

•Delivered exceptional customer service by using the one-call resolution for beneficiary requests and appropriately escalating issues such as grievances, complaints, and appeals.

Centene Magnolia Health Plan Jackson, MS

Provider Service Representative III and Prior Auth Rep (Pharmacy) Jun 2007 - Oct 2017

• Maintained consistent communication with healthcare providers and support staff via phone, fax, and email. Ensuring seamless information exchange

Assisted in the completion and submission of insurance claims forms, including the explanation of benefits, eligibility, and enrollment dates, aligned with state regulations set by CMS.

Exceeded the call center matrix by receiving a 100% average customer satisfaction rating for 6 months.

• Provided customer service by addressing beneficiary inquiries and efficiently routing complaints, appeals, and grievances to relevant departments

EDUCATION

Highschool Diploma John W. Provine High School, June 1989

Phlebotomy Certification Second Chance Outreach Learning Center May 2025

Pharmacy Technician Certification Second Chance Outreach Learning Center June 2025

Pharmacy Technician Certification Townsend Pharmacy Institute May 2022

BLS Certification

AZ, MS, NH, TX, STATE BOARD OF PHARMACY LICENSE HOLDER

SKILLS

Well-Organized Excellent Communication skills with a focus on customer service 65 WPM Inpatient/Outpatient Pharmacy Tech. Claims Billing Epic EHR AS400 CRM Detailed Oriented

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