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References

  • Available upon request.

Summary

  • 7+ years of effective customer service, technical support and recent sales experience.
  • 4 years of Work Comp/Pharmacy Management experience with an extensive understanding of state regulations as they pertain to the carriers, Insureds, injured employees, doctors/pharmacies and HIPAA requirements.
  • Excellent communication and problem solving skills through active listening and creative thinking.
  • Familiar with most standard insurance carrier’s claim web-based systems and requirements, including excellent navigational ability with new software and program updates.
  • Ability to maintain a positive attitude and stay customer focused to ensure a quality product.
  • Remains organized while completing a multitude of tasks and still pays close attention to detail.
  • Strong analytical and organizational skills that assist with achieving performance goals.
  • Self motivated while working independently and will excel within a team environment.
  • Efficient with all web-based programs including all updated Microsoft applications: Works, Excel, and Adobe Acrobat.

Objective

Highly motivated individual looking to further my career with a fast-paced company that grows their employees with continual training and provides advancement opportunities while best utilizing my skills.

Work experience

Mar 2007Present

Help Desk Specialist/Client Services

Heathesystems, Inc

Daily activities include:

  • Identifying the individual needs of clients, work comp carriers/adjusters, doctor offices, patients and pharmacies through both live in-bound calls and outbound follow up calls and escalations.
  • Solely responsible for queue management for Real Time rejections and daily reporting.
  • Technical support for pharmacies to ensure proper processing of prescriptions and services.
  • Worked closely with Account Management to troubleshoot issues with online billing and the processes for each individual client.
  • Trained new employees how to navigate through our claim support systems and trained new hires on proper telephone protocol, paying close attention to each carrier’s individual needs.
Feb 2005Mar 2007

Call Center- Team Lead/Trainer

TMESYS, Inc

Duties included:

  • Managing in-bound calls from work comp carriers/adjusters, doctor offices, patients and pharmacies to ensure accurate prescription medication processing for billing purposes.
  • Lead a team of 4-8 representatives, managing their quality and service levels  while providing escalation assistance when needed.
  • Provided continual training for all customer service reps to ensure understanding of pharmaceutical updates based on state requirement changes.
  • Assisted Client Services with new customer on-line conversions from paper to electronic billing including technical support for our systems.
  • Teamed with management to interview and train new hires on all systems, center practices and special handling instructions for each individual client.
Jun 2002Feb 2005

Assistant Manager

Brookestone

Responsibilities included:

  • Opening and closing the store, managing the timeliness of employees and overall store organization.
  • Daily cash handling including nightly deposits and ensuring the security of store funds.
  • Completing weekly inventory and product orders.
  • Working with management to set overall store and individual sales goals.
  • Provided excellent service to store customers by identifying each individual's needs and providing a product to meet those needs.
  • District Top Seller for 3 quarters

Education

HS Diploma

Sickles High School