Aeisha Mitchell-Ross
Chandler,AZ
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
14
14
years of professional experience
Work History
Specialty Pharmacy Coordinator
Mckesson
10.2018 - 09.2023
- Monitored pharmaceutical stock to determine inventory level, anticipating required medications and supplies as well as placing and expediting orders.
- Acted as liaison among staff, physicians and volunteers in service matters.
- Assisted patients with dispensing, counseling and advising.
- Analyzed and summarized data to support and develop efficient workflow operations.
- Developed and implemented initiatives to maintain pharmacy's continual readiness.
- Managed drug and supply inventories.
- Dispensed and verified patient prescription orders, conducting necessary utilization reviews.
- Entered data into various computer systems accurately
- Updated account information to maintain customer records.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Processed customer service orders promptly to increase customer satisfaction.
- Managed timely and effective replacement of damaged or missing products.
- Investigated and resolved accounting, service and delivery concerns.
Health Concierge
Aetna
09.2014 - 08.2018
- Maintained full and current understanding of available plans, products and services.
- Provided information such as copay and premium details, pre-approval procedures and available products.
- Handled more than 100 plus daily inbound calls from health plan customers.
- Helped members navigate enrollment process and choose appropriate options.
- Verified patient insurance eligibility and entered patient information into system.
- Provided excellent customer service to patients and medical staff.
- Followed document protocols to safeguard confidentiality of patient records.
- Trained new staff on filing, phone etiquette and other office duties.
- Responded to inquiries by directing calls to appropriate personnel.
- Compiled and maintained patient medical records to keep information complete and up-to-date.
- Engaged with patients to provide critical information.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Assisted individuals, families and small businesses with acquiring health, vision, life and dental insurance.
- Resolved problems related to benefits, eligibility and claims.
- Utilized HIPPA rules and regulations in providing optimal member privacy while handling sensitive member information on a daily basis.
- Send daily, monthly, quarterly, and year to date statistics for quality, adherence, availability and calls per hour to the team.
- Conduced coaching sessions via side by side peer to peer coaching for quality, claims and benefits.
Customer Service Team Lead
UT Physicians
10.2013 - 06.2014
- Obtained authorizations for patients to see various specialists.
- Assure all insurance information has been completely and accurately obtained.
- provided scoring through quality assurance program.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
- Took cash and credit card payments via phone, in person, and through email.
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Handled day-to-day customer contact via phones, faxes, and emails.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Evaluated customer service staff performance and provided constructive feedback.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Responded proactively and positively to rapid change.
- Educated customers about billing, payment processing and support policies and procedures.
- Trained new personnel regarding company operations, policies and services.
Customer Care Specialist
Magellan Health
05.2012 - 07.2013
- Took ownership of customers issues to follow problems through to resolution.
- Verified accuracy of customer account information and updated when necessary.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Used exceptional communication to connect with customers, assess needs and present solutions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Directed customers to appropriate departments for additional support.
- Communicated with customers to identify needs and expectations.
- Maintained and managed customer files and databases.
- Responded to customer inquiries via phone, email and web-based platforms.
- Developed and implemented customer care policies, procedures and regulations necessary to satisfy customer base.
- Assisted in training new employees and participated in cross-training with other departments.
- Navigated multiple computer systems and applications to find information.
- Logged call information and solutions provided into internal database.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
Medical Assistant
Wisconsin Family Practice
02.2010 - 03.2011
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Obtained client medical history, medication information, symptoms, and allergies.
- Performed medical records management, including filing, organizing and scanning documents.
- Collected and documented patient medical information such as blood pressure and weight.
- Called and faxed pharmacies to submit prescriptions and refills.
- Documented vital signs and health history for patients in clinic and hospital environments.
- Scheduled appointments, registered patients, and distributed sample pharmaceuticals as prescribed.
- Assisted with routine checks and diagnostic testing by collecting and processing specimens.
- Assisted physicians with minor surgeries, including preparing operating room and sterilizing instruments.
- Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.
- Taught patients about medications, procedures, and care plan instructions.
- Collaborated with medical and administrative personnel to maintain patient-focused, engaging and compassionate environment.
- Verified patient insurance coverage and collected required co-payments.
- Obtained and documented patient medical history, vital signs and current complaints at intake.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Prepared lab specimens for diagnostic evaluation.
Education
Certificate - Medical Assisting
Kaplan College
Milwaukee, WI2007
High School Diploma -
Riverside University High School
Milwaukee, WI2005
Skills
- Customer Service
- Team Leadership
- Organizational Skills
- Attention to Detail
- Pharmaceutical Knowledge
- Time Management
- Quality Assurance
- Decision Making
- Multitasking
- Problem Solving
- Conflict Resolution
- Insurance Billing
- Interpersonal Communication
- Computer Proficiency
- Side Effect and Usage Education
- Relationship Building
- Patient Referrals
- FDA Drug Safety Guidelines
- Heartsaver CPR AED (CPR AED)
- Specialized Pharmacy Services
- Confidentiality and HIPAA
- Insurance Coordination
- Medicare and Medicaid Process
- Patient Medical Histories
- Data Entry
- HIPAA Compliance
Timeline
Specialty Pharmacy Coordinator
Mckesson
10.2018 - 09.2023
Health Concierge
Aetna
09.2014 - 08.2018
Customer Service Team Lead
UT Physicians
10.2013 - 06.2014
Customer Care Specialist
Magellan Health
05.2012 - 07.2013
Medical Assistant
Wisconsin Family Practice
02.2010 - 03.2011
Certificate - Medical Assisting
Kaplan College
High School Diploma -
Riverside University High School