Patient Access & Customer Support Specialist

Orlando D. Gunn, Sr.

**** ******* **** ********, **. 33809 *******.*.****@*****.***

Summary: Self-motivated university graduate, Bachelor of Business Technical Systems Management Degree in Information Management Systems, with enhanced Customer Service experience.

Cencora – Conshohocken, PA

Patient Account Specialists December 2021 – February 2026

Under the general supervision of an Operations Manager, the Patient Access Specialist will be providing advanced services to patients, providers, and caregivers on behalf of patients for a specific manufacturer sponsored program or set of programs.

●Provides advanced services to patients, providers and caregivers. Services could include but not limited to:

●Billing and coding support.

●Claims assistance, tracking and submission.

●Prior authorization assistance and tracking.

●Coordination of benefits.

●Benefit verification result call.

●Welcome calls.

●Appeals/Denials.

●Intakes and reports adverse events as directed. Documenting details of all calls and customer interactions.

●Managing through multiple systems, programs, and screens simultaneously.

●Coordinates with internal and external service providers to ensure services are performed in accordance with program policy and within expected service level agreements (SLA’s).

Benefitfocus – Charleston, SC September 2021 – November 2021

Customer Care Representative

Provided customer support via phone and email and chat guiding and helping navigate customers through their benefits enrollment.

●Provided a high-level of customer service.

●Documenting details of all calls and customer interactions.

●Managing through multiple systems, programs, and screens simultaneously.

●Received inbound calls, and at times, will make outbound follow-up client calls.

●Worked independently with custom company software daily.

●Follow-up with customers if complications arise.

The Animal Inn – Las Vegas, NV June 2019 – March 2021

Pet Care Customer Service Representative

Coordinate day-to-day reservations and care of pets; conduct tours daily.

●Provide detailed billing assistance; ensure customers understand all pricing.

●Manage payment processing during check-in/check-out.

●Prepare, administer medication and food to the animals at scheduled times daily.

●Follow-up with customers if complications arise; administer first aid as needed.

●Ensure all animals are exercised daily; maintain their care and well-being daily.

TTEC – Las Vegas, NV July 2020 - Dec 2020

Inbound Customer Care Representative

Receive, manage day-to-day internal calls nation-wide handling customer phone connection services.

●Managed phone bill payments, purchasing devices, initiating, and disconnecting line services.

●Quickly assessed customer needs and provided sound solutions.

●Provided high-level of customer service.

●Documented details of all calls and customer interactions.

●Managed simultaneously through multiple systems, programs, and screens.

●Thoroughly explained prices and ensured that customers were well informed about devices they purchased.

●Creatively solved customer problems.

State of Nevada Governor’s Mansion – Carson City, NV March 2018 – April 2019

Assistant Executive Coordinator

Oversaw and coordinated the mansion maintenance and surrounding buildings, including care and upkeep of extensive grounds.

●Duties were fluid and wide-ranging; performed all tasks in determined, organized fashion.

●Planned and implemented meetings and events on a regular basis.

●Responsible for cooking duties, which included evenings and special dinners when dignitaries attended.

The Cosmopolitan Hotel & Casino – Las Vegas, Nevada May 2015 – July 2015

IT Desktop Support

Responsible for providing technical assistance and support related to computer systems, hardware, or software, provided multi-vendor IT services, delivered superior onsite and remote resolutions to IT hardware challenges.

●Responded to email messages for customers seeking assistance and support for incoming queries and issues. related to computer systems, software, and hardware.

●Resolved technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.

●Responded to queries either in person or over the phone, maintained log of daily performance of computer systems, performed audits, and produced reports to determine and resolve malfunctions.

DeVry University – Henderson, Nevada May 2013 – September 2014

IT Help Desk Technician

Responsible for providing technical assistance and support related to computer systems, hardware, or software. Responded to queries, performed diagnostic tests for programs and determined/ implemented solutions.

●Provided technical assistance and support for incoming queries related to computer systems.

●Resolved technical problems with Local Area Networks (LAN) and Wide Area Networks (WAN) systems.

●Responded to queries; maintained daily log of all computer system performance produced reports to determine and resolve all computer issues.

●Installed computer peripherals for users; performed inventory control asset-tagging of hardware.

●Installed, modified, and repaired computer hardware and software.

●Gained feedback from customers and followed up with them to ensure the issue had been resolved.

EDUCATION

DeVry University Bachelor of Business Technical Systems Management

Maintained a GPA of 3.5 and made the Dean’s List June 2014

St. Leo College Associates Degree/Liberal Arts and Sciences November 1998

MILITARY

United States Army 1982-2008

Honorable Discharge, First Sergeant, Retired

CERTIFICATIONS

Workday Cencora December 2021 - March 2026

Cisco Secure Client Cencora December 2021 - March 2026

Avaya One X Communicator Cencora December 2021 - March 2026

Calabrio One Cencora December 2021 - March 2026

Salesforce Cencora December 2021 - March 2026

Fusion Lighting Cencora December 2021 - March 2026

Next Generation Cencora December 2021 - March 2026

Pfizer SPRAC Adverse Reporting Cencora December 2021 - March 2026

Microsoft Work Station Cencora December 2021 - March 2026

Pfizer Co Pay Portal Cencora December 2021 - March 2026

Microsoft Teams, Genosys Benefifocus September 2021

Citrix Workspace, Cisco Webex, WorkHub TTEC December 2020

TS/SCI Security Clearance U.S. Army Current

Graduate of the First Aid Course Red Cross of Las Vegas, NV June 2012

Graduate/Leadership Management Course U.S. Army May 2002

Certificate/Senior Safety & Nodal Management Course U.S. Army June 2001

Graduate, Compartmental Security (COMSEC) Kessler Air Force Base May 2001

Managers Course Graduate/Logistics Mgmt. College U.S.A. Aberdeen Proving Grounds Nov 2001

Graduate, Pathfinder Course U.S. Army May 1992

Graduate, Jumpmaster Course U.S. Army May 1990

Graduate, Ranger School Course U.S. Army June 1985

REFERENCES FURNISHED UPON REQUEST

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