Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Acelyn Calderon

Greenacres,FL

Summary

Licensed pharmacy technician and bilingual healthcare customer service professional with 5+ years of experience supporting patients and members in pharmacy and healthcare settings. Proven ability to handle high call volumes, explain insurance benefits and EOBs, update member records, and resolve inquiries with empathy and accuracy. Skilled in using multiple software platforms, managing claims-related questions, and ensuring HIPAA compliance. Adept at working independently and collaboratively in fast-paced, remote environments.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Healthcare Customer Service Representative

MPB Health
08.2023 - Current
  • Deliver high-quality support to members navigating healthcare plans, enrollment, and benefits. Responsible for resolving issues related to insurance, coverage, and prescriptions while maintaining accurate records across multiple systems.
  • Handle 40+ inbound and outbound calls per day to assist with enrollment, RX quotes, and benefit navigation.
  • Accurately process member changes, benefit updates, and payments using CRM and internal platforms.
  • Interpret and explain plan coverage, deductibles, and cost-sharing to members in plain language.
  • Maintain detailed and compliant documentation in CRM; ensure all updates align with HIPAA regulations.
  • Provide real-time resolution and escalation support for insurance-related concerns.
  • Collaborate with administrative and concierge teams to ensure enrollment accuracy and seamless onboarding.
  • Demonstrate strong problem-solving and communication skills while working independently in a remote setup.

Pharmacy Technician - Physician Contact

Caremark RX
Deerfield, FL
11.2022 - 12.2023
  • Assisted pharmacists by managing prescription workflows and resolving insurance issues, achieving a 95% approval rate for prior authorizations.
  • Consulted with patients on medication regimens, providing clear instructions and support.
  • Implemented efficiency strategies that reduced prescription processing time by 30%.
  • Maintained a 95% customer satisfaction rating through effective provider communication and support.
  • Maintained daily performance metrics, including meeting a high-volume call requirement of 120 calls per day.

Lead Pharmacy Technician

CVS Pharmacy
Greenacres, FL
01.2022 - 11.2022
  • Oversaw medication dispensing and ensure accurate inventory management, reducing shortages by 40%.
  • Coordinated with healthcare providers and patients to ensure safe and accurate prescription fulfillment.
  • Developed team protocols that improved productivity by 15%.
  • Increased community access to health services, including COVID test kits and immunizations.

Manager

The Lost Stock
Lantana, FL
02.2019 - 11.2021
  • Supervised a team of 10 employees and maintained a 95% satisfaction rating over nearly 3 years.
  • Managed inventory and implemented systems to reduce unit costs by 10%.
  • Ensured compliance with safety and regulatory policies across all operations.

Education

Associate of Arts (A.A.) - Science

Palm Beach State College
Lake Worth, FL
12.2021

Skills

  • Medication Preparation
  • EOB Interpretation
  • Insurance Claims
  • HIPAA Compliance
  • Microsoft Office Suite
  • CRM Systems
  • Prescription Processing
  • Patient Advocacy
  • Crisis Intervention
  • Problem Solving
  • Team Collaboration
  • Customer Service
  • CRM management
  • Insurance verification
  • Conflict resolution
  • Patient consultation
  • Claims processing
  • Patient eligibility verification

Certification

  • Registered Pharmacy Technician, 2022
  • CPR/AED/First Aid Certification, 2022
  • Microsoft Technology Associate, 2023
  • Microsoft Office Specialist, 2023

Languages

Spanish
Native/ Bilingual

Timeline

Healthcare Customer Service Representative

MPB Health
08.2023 - Current

Pharmacy Technician - Physician Contact

Caremark RX
11.2022 - 12.2023

Lead Pharmacy Technician

CVS Pharmacy
01.2022 - 11.2022

Manager

The Lost Stock
02.2019 - 11.2021

Associate of Arts (A.A.) - Science

Palm Beach State College

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