Alicia Williams
APPOINTMENT SCHEDULER
Saint Paul,MN
Summary
4+ years of being a Pharmacy technician at Walgreens and Expert Global Solutions/Optum RX .Enthusiastic about helping patients get necessary medical support by obtaining authorizations, scheduling procedures and coordinating paperwork. Detail-oriented and proactive with good relationship-building skills, a hardworking nature and an adaptable approach. Proficient in [Epic, Citrix, MN-ITS Software].Excellent customer service, data entry skills and telephone etiquette. Detail-oriented and focused on accuracy and efficiency. Patient focused, driven and always striving to help anyone to the best of mine ability and excelling in job experiences. Highly trained Health Systems Specialist providing advice and assistance to employees on clinical matters. Offering a strong background in reporting, maintaining confidential data and implementing effective solutions.
Overview
10
10
years of professional experience
19
19
years of post-secondary education
Work History
Patient Service Representative (PSR)
Noran Neurological Clinic
Minneapolis, MN
01.2023 - 03.2023
- Used [Epic, MN-ITS, Citrix, etc] to schedule appointments.
- Managed 50+ patient calls/inquiries in person, via telephone and through email.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Entered patient demographic and insurance data into electronic medical record system.
- Developed and implemented customer service policies and procedures.
- Answered incoming calls, scheduled appointments and filed medical records.
- Verified patient insurance eligibility and entered patient information into system.
- Compiled and maintained patient medical records to keep information complete and up-to-date.
- Followed document protocols to safeguard confidentiality of patient records.
- Managed patient registration process, confirming data accuracy and completeness.
HEALTH SERVICES
Blue Cross Blue Shield Of Minnesota
Bloomington, MN
11.2021 - 09.2022
- MEDICAL RECORD RETRIEVAL OPS SPECIALIST BLUECROSSBLUESHIELD REMOTE,
- Coordinate and implement activities supporting accurate and timely document management, adherence to tight project timelines, and protection of PHI
- Requesting, retrieving, processing, tracking and organizing incoming medical records which will be reviewed by clinical and/or coding teams
- Managed/maintained 50+ medical records repository daily
- Ensure accurate and timely record uploads, compliance with processes to protect PHI, and effective tracking of records and record requests
- Retrieval of medical records via fax, mail, remote electronic medical record access or onsite visits at provider location
- Assist internal team and provider groups to troubleshoot any logistical or technical issues regarding records requests, retrieval or storage
- Effectively communicate with team members and external providers to ensure adherence with challenging project timelines
- Identify process issues and contribute to design of solutions
- Proactively implement process improvements
- Complete additional tasks as required to support projects.
- Developed and maintained electronic record management systems to analyze and process data.
- Assisted with regulatory issues such as compliance.
MEMBER SERVICES
UCare Minnesota
MINNEAPOLIS, MN
03.2017 - 08.2021
- Answer, resolve, track and document telephone calls from members, providers, internal departments, and external agencies, in timely and professional manners.
- Research, resolve and communicate effectively with internal and external customers regarding member/provider concerns or issues
- Educate members and external customers on policies and procedures related to members’ health care program
- Research and resolve inquiries from internal /external customers including: Enrollment, eligibility, ID cards, clinic changes, demographic changes, benefit coverage, claims, payments, member reimbursement, and demonstrated knowledge of policies, procedures, and regulations
- Utilize appropriate resources to respond to member inquiries
- Answer, resolve, track and document 50+ telephone calls from members and providers in timely and professional manner
- Interpret member eligibility and coverage through thorough knowledge of contracts, policies and procedures
- Communicate with internal departments, members, providers and other customers regarding transportation benefit in both verbal and written form, including faxing rides to providers at appropriate times
- Identify trends/issues that emerge in calls/correspondence, and inform Team Lead or Supervisor
- Demonstrated and maintained thorough and complete working knowledge of appropriate UCare information management systems, and telephone system
- Maintain good working relationships and open communication with internal and external customers
- Scheduling trips for clients that require transportation to and from medical appointments
- Collects all data for trips and transcribe information through scheduling system
- Maintain accurate records and monitor work flow for scheduled appointments
- Obtain insurance verifications and authorizations
- Schedule, reschedule, and cancel trips as necessary and make general inquiries.
CUSTOMER SERVICE REP
3m
WOODBURY, MN
10.2016 - 10.2017
- Acts as primary liaison with 3M customers
- Communicates clearly and professionally with 3M personnel by telephone and/or written correspondence
- Educates and informs customer of various processes and directs customers to appropriate resources
- Handles non-routine and difficult inquiries
- Adapts differing techniques and methods to develop solutions for variety of complex issues
- Resolves non-routine and difficult customer complaints and ensures response to product and service inquiries - Has knowledge and understanding of current processing systems and can provide service to internal and external customers
- Handles internal and external customer inquiries, triages inquiries and complaints to others for resolution; interprets policies and regulations, investigates problems; and communicate with other departments and providers to research and resolve issues, identify and implement service solutions.
PERSONAL CARE ASSISTANT, PER DIEM
BEST HOME CARE
ST. PAUL, MN
01.2015 - 09.2016
- Performed transfers and ambulation
- Bathing, grooming and hair washing necessary for personal hygiene
- Dressing or undressing of client(s). Time spent averaged 6 hours increased case by case
- Assistance with eating, meal preparation and grocery shopping
- Accompanying to medical appointments
- Redirection and intervention for behavior, including observation and monitoring
- Report changes in client status
- Adhere to HIPPA privacy policies and procedures
- Maintain confidentiality of all information pertaining to clients, families and employees
- Maintain positive working relationships with clients, client families, providers and etc
- Timely and accurate completion of timesheets.
Pharmacy Technician
Expert Global Solutions/Optum RX
Mendota Heights, MN
09.2015 - 08.2016
- Responsible for providing excellent customer service via telephone for members, pharmacies, and providers
- Accountable for review of prior authorization requests using prior authorization guideline question and answer protocol
- Assisted pharmacies in prior authorization claims processing by giving information needed to process claims such as prior authorization number, medication information, etc
- Input call tracking notes with each call received or made throughout prior authorization process
- Provided information to 50+ members, physicians, and pharmacies regarding but not limited to co-pay info, plan design, and medication alternatives
- Maintained professional competence, knowledge, and skills necessary to effectively and accurately complete Medicare Part D responsibilities
- Established knowledge of current drug info and new releases of drugs or their generic
- Maintained average handling time of five minutes per call in which prior authorization was processed
- Maintained 98-100% audit scores for all phone calls
- Assisted in New Hire training process as mentor and auditor
- Processed 10 faxed in prior authorizations on daily basis
- Assisted trouble shooting requests that were incomplete.
Pharmacy Technician
Walgreens Pharmacy
St. Paul, MN
01.2013 - 10.2015
- Prepares prescriptions for dispensing by pharmacist by retrieving, counting, pouring, weighing, and at times mixing medication
- Makes requisitions for drugs and supplies with professional guidance from pharmacist on-site
- Orders, receives, and maintains inventory of drugs and chemicals, and ensures their security
- Verifies that information on prescription is complete and accurate
- Enters data in computer system, recording all prescriptions, purchase orders, requisitions, and disbursements
- Prepared insurance claim forms and performed general clerical duties.
- Prepared 100+ prescriptions daily
Education
CERTIFICATE OF TRAINING, PHARMACY TECHNICIAN, FROM MN -
BOARD OF PHARMACY
Saint Paul, MN 01.2012 - 05.2014
CERTIFICATE OF TRAINING, PERSONAL CARE ATTENDANT -
Ramsey County
Saint Paul, MN 02.2011 - 03.2023
MN DEPARTMENT OF HUMAN SERVICES -
Ramsey County
Saint Paul, MN 01.2011 - 05.2012
DIPLOMA -
Hammond High School
Hammond, IN 09.2004 - 06.2008
Skills
SKILLS/EXPERIENCES
Experience with medical records or in clinical setting
Team player with ability to build and also maintain relationships with cross-functional business partners, external partners, and others
Strong organizational skills, ability to prioritize responsibilities with attention to detail
Detail oriented, with ability to organize, track information ,documents
Experience in using Microsoft Office: Excel, Word, etc Adobe Pro, demonstrate ability to learn/adapt to computer-based tracking, data collection tools
Proficient with navigating, retrieving clinical information from electronic medical records
Timeline
Patient Service Representative (PSR)
Noran Neurological Clinic
01.2023 - 03.2023
HEALTH SERVICES
Blue Cross Blue Shield Of Minnesota
11.2021 - 09.2022
MEMBER SERVICES
UCare Minnesota
03.2017 - 08.2021
CUSTOMER SERVICE REP
3m
10.2016 - 10.2017
Pharmacy Technician
Expert Global Solutions/Optum RX
09.2015 - 08.2016
PERSONAL CARE ASSISTANT, PER DIEM
BEST HOME CARE
01.2015 - 09.2016
Pharmacy Technician
Walgreens Pharmacy
01.2013 - 10.2015
CERTIFICATE OF TRAINING, PHARMACY TECHNICIAN, FROM MN -
BOARD OF PHARMACY
01.2012 - 05.2014
CERTIFICATE OF TRAINING, PERSONAL CARE ATTENDANT -
Ramsey County
02.2011 - 03.2023
MN DEPARTMENT OF HUMAN SERVICES -
Ramsey County
01.2011 - 05.2012
DIPLOMA -
Hammond High School
09.2004 - 06.2008