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Click here or scroll down to respond to this candidateWork HistoryProfessional SummaryMulti-talented, seasoned Leader bringing extensive health insurance and pharmacy call center experience in inbound, outbound and blended environments. Strength in training and development, client relations and problem solving. Excellent reputation for time management, resolving problems, improving customer satisfaction, and driving overall operational improvements.Candidate's Name
Onco360 PharmacyDevelop relationships with charitable non-profit organizations and pharmaceutical manufacturers programs to secure financial assistance for under insured and uninsured oncology patients. Maintain confidentiality in matters relating to patient and family while serving as a liaison between patients, physicians, advocacy funds and other oncology pharmacies.Interact with patients with a variety of developmental and sociocultural backgrounds to counsel and educate regarding their benefit plan.Initiate communication with peers about priorities as well as collaborate with cross functional teams on operational and sales initiatives.Conducts job responsibilities in accordance with the standards set out in the Company's Code of Business Conduct and Ethics, its policies and procedures, the Corporate ComplianceAgreement, applicable federal and state laws, and applicable professional standards.2017-12 -CurrentPharmacy Program SupervisorRxCrossroadsHire, train, coach and develop agents (Average of 22-25 direct reports).Assign scheduled staff breaks, overtime, time off, and daily record of attendance and payroll.Assist clients and potential clients with enrollment to patient assistance programs through manufacturer and nonprofit organizations to help Oncology patients obtain financial assistance for their cancer medications.Train direct reports on how funding agencies, patient discount programs, and manufacturer programs work, including program specific eligibility criteria, limitations, and guidelines. Mentor staff on how to be an advocate for patients and demonstrate high professional integrity, empathy, confidentiality, and maintain the patient's dignity and respect always. Work with USPS to route and reroute packages to ensure integrity of temperature-controlled medications.Work escalations and error queues daily to ensure all front-end application issues and back-end medications areresolved/shipped.2015-01 -2017-12Senior Services Medicare Supplement SupervisorOptumHired, trained, coached, and develop staff. (Average of 18-22 direct reports).Effectively manage queue of high-volume inbound/outbound customer, provider, and broker calls.Assist and escalate customer issues regarding application status, membership, plan benefits, claims, and billing.Build out bi-weekly staffing schedule to include breaks, overtime and daily real time coding and workforce management. Compiled and analyzed raw data to improve first call resolution and member satisfaction survey scores. Presented findings directly to clients during biweekly meeting2012-01 -2015-12Specialty PharmacyAdvocacy CoordinatorNikkiKendallPersonal InfoAddress9325 Loch Lea LaneLouisville, KY, 40291PhonePHONE NUMBER AVAILABLEE-mailEMAIL AVAILABLESkillsEmployee EngagementExcellentRoot Cause AnalysisVery GoodFirst Call Resolution AnalysisExcellentAbility to work under pressureExcellentPharmacy and Medical ClaimsExcellentNon-Positive Survey AnalysisExcellentTime ManagementExcellentPatient Assistance ProgramsExcellentLeadershipExcellentTraining and DevelopmentExcellentConflict ResolutionVery GoodMentorExcellentMicrosoft Office SuiteEducationCertificationsAccomplishmentsImplemented innovative programs to increase employee loyalty that reduced attrition by 34%PsychologyJCTCGPA: 3.41, 54 credit hours1998-01 -2000-012015-2011 KY Registered Pharmacy Technician: PT00140542 Exp 3/31/ 2019-07 KY Life & Health License DOI# 958887; NPN# 18456763 Exp: 9/30/20 1 of 3 leaders chosen to represent entire Pharmacy Program across 6 sites for Root Cause Analysis project. We identified areas of opportunity to create/implement training/QA process that reduced amount of total errors on orders by 3% in 2 weeks, 12% in 5 weeks and 28% in 10 weeks.Created/implemented employee development plan resulting in 86% of my direct reports being promoted. This is the highest percentage ever for any leader to date.Numerous awards for: Leadership Champion Award Employee of the Month, Integrity, Performance, Leadership, Collaboration, 5 year Perfect Attendance, and Client KUDOS.ExcellentSoft SkillsExcellentEffective CommunicationExcellentMedicare Rules and ProductsExcellentPharmaceutical ManufacturerAssistance ProgramsExcellent |
