ACURIA BRACKENS
San Antonio,TX
Summary
Successful at keeping plans in compliance with legal statutes, company frameworks, and best practices in the industry. Resourceful and hardworking in servicing accounts and improving both vendor and customer relations.
Overview
6
6
years of professional experience
Work History
Pharmacy Benefits Manager
CVScaremark
San Antonio, TX
08.2023 - 10.2024
- Managed the coordination of prescription drug services between healthcare providers, pharmacies, and insurance companies.
- Advised clients on strategies for controlling their prescription drug costs while maintaining a high level of service delivery.
- Assisted in the development of policies and procedures relating to pharmacy benefits management operations.
- Developed educational materials about the use of prescription drugs for both providers and patients.
- Worked with insurance companies to process claims, resolve problems and obtain payments.
- Entered and processed patient prescriptions in company system.
- Researched employee benefit and health and safety practices, recommending changes or modifications to existing policies.
- Participated in industry conferences related to pharmacy benefit management topics such as formulary design, managed care strategies and regulatory compliance.
- Provided assistance to members in placing prescription orders by handling inbound calls in a call center setting.
- HIPPA Certified
- Verified members' prior authorization status.
Dispatcher
Detmar Logistics
San Antonio, TX
05.2022 - 09.2023
- Answer telephone calls from drivers, stores, and carrier teams.
- updated records of driver locations, delays, and cancellations.
- Developed strategies for improving efficiency within the dispatch department.
- Organized paperwork associated with deliveries including manifests, bills of lading, packing slips.
- Provide delivery status to store personnel.
- Assigned drivers to appropriate routes based on customer needs.
- Follow up on email communication as needed and instructed.
- Ability to multitask in a fast-moving, high-stress environment that frequently experiences change.
- Performing outgoing communications to the travel department, store personnel, and driver.
- Accurately assess and escalate issues that may require CSA handling.
- Updated records of driver locations, delays, and cancellations.
Online Banking Representative
First Harvest Financial
San Antonio, TX
02.2019 - 12.2021
- Assisted customers with setting up online banking accounts, resetting passwords and navigating the website.
- Tracked incoming payments from customers ensuring accurate posting into respective accounts.
- Answered customer questions regarding bank policies, procedures, products and services.
- Strong problem-solving and negotiation skills.
- Conducted daily audits of account activity to ensure accuracy of data entry.
- Utilized specialized software programs to manage customer records and access information quickly.
- Generated statements for customers upon request containing account balances, transaction details.
- Actively participated in team meetings providing input on process optimization initiatives.
- Processed loan applications accurately and efficiently ensuring compliance with regulatory standards.
- Offered every customer exceptional service levels by remaining friendly and professional during every transaction.
- Performed special services for customers, ordering bank cards and checks.
- Balanced daily cash deposits and vault inventory with zero error rate.
- Good time management skills to maximize the number of clients that can be assisted while maintaining a high level of customer service
Healthcare Customer Service Representative
Carenet
San Antonio , TX
12.2019 - 02.2021
- Provided excellent customer service by responding to inquiries in a timely and professional manner.
- Verified patient demographic information in order to ensure accuracy of data entry.
- Managed incoming calls from patients and other healthcare facilities to provide information or schedule services.
- Scheduled appointments for patients using the electronic health records system.
- Processed patient responsibility estimate determined by insurance at pre-registration.
- Applied HIPAA privacy and security regulations while handling patient information.
- Experience with Electronic Records.
- Utilized medical terminology to effectively communicate with patients and healthcare professionals.
- Utilized CRM systems to manage patient inquiries and maintain accurate records.
Front Desk Receptionist
Urgent Care For Kids
Round Rock, TX
06.2018 - 03.2019
- Answered multi-line phone system and managed calls by routing to proper extensions or taking messages.
- Explained policies and procedures to visitors.
- Received incoming calls and coordinated with staff to fulfill customer requests.
- Managed multi-line telephone system, directing calls to appropriate departments.
- Scheduled and confirmed appointments for clients and staff.
- Greeted visitors entering establishment to determine nature and purpose of visit.
- Maintained client accounts by obtaining, recording and updating personal and financial information.
- Supplied callers with office address and directions, employee email addresses and phone extensions.
- Operated telephone switchboard to answer, screen and forward calls to appropriate personnel.
Education
High School Diploma -
George Gervin Academy
San Antonio, TX06-2011
Skills
- Computer skills
- Good Telephone Etiquette
- Multitasking Abilities
- Customer service
- Recordkeeping
- MS office software
- Salesforce training
- Driver communication
- Data entry
- Insurance verification
- Great communication skills
Timeline
Pharmacy Benefits Manager
CVScaremark
08.2023 - 10.2024
Dispatcher
Detmar Logistics
05.2022 - 09.2023
Healthcare Customer Service Representative
Carenet
12.2019 - 02.2021
Online Banking Representative
First Harvest Financial
02.2019 - 12.2021
Front Desk Receptionist
Urgent Care For Kids
06.2018 - 03.2019
High School Diploma -
George Gervin Academy
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