Alinda DeBerry
Westampton
Summary
Professional with strong background in case management, prepared to make significant impact. Proven ability to collaborate with teams and adapt to changing needs. Skilled in client assessment, resource coordination, and crisis intervention. Reliable and results-focused, with commitment to achieving positive outcomes.
Overview
21
21
years of professional experience
Work History
Case Manager
Novartis Pharmaceuticals
10.2022 - Current
- Handle complex interactions and/or cases as it pertains to navigating insurances and financial assistance
- Prepare proper documentation, and notifications; perform proper escalation, tracking, and follow-up
- Ongoing case management once a patient is prescribed a Novartis therapy which includes, but is not limited to phone-based outreaches, case documentation, sending communications and answering questions
- Learn, utilize, and recommend enhancements of protocols to respond to customer phone, chat, fax, intelligent chatbot, SMS / text, mail, and e-mail inquiries as well as other communication channels in a prompt and courteous manner
Customer Service Specialist I
Seqirus CSL
01.2022 - 09.2022
- Responsible for answering all incoming customer calls via the toll-free line in accordance with Contact Center Quality Program criteria
- Verify all customer information including, but not limited to, shipping locations, licenses and contact information
- Log all details of each customer interaction, tracking the customer’s information and all details of the customer interaction
- Process sales documents for the Seqirus business which includes, but not limited to; orders, returns, credits and rebills via SAP
- Operate at a high level to consistently meet or exceed business unit quality and productivity standards
- Manage all Product Technical Complaints within 24 hours of customer informing of the issue
- Report on vaccine replacements, customer discrepancies and customer inquiry trends
Customer Care Representative
Amplity Health - Novartis Pharmaceuticals
12.2017 - 12.2021
- Answered all incoming calls, as well as email and white mail communication to the Client
- By professionally handling the telephone/email/white mail customer touch-points
- Strengthens customer relationships and creates consumer loyalty
- Responsible for answering product questions from consumers according to company policy, researching customer issues using all available tools, and identifying important issues for escalation
- The CCS is responsible for assisting healthcare
- Identify and properly report all Potential Adverse Events/Technical Complaints
- Also responsible for product replacements and reimbursement through SAP
Dispatcher and Customer Service Representative
Choice Home Warranty
07.2016 - 08.2017
- Manage several states and dispatch technicians in the area to service customers on Home warranties claims
- Averaging 30-40 claims and 250 outbounds calls a day
- Negotiate trip charges to service Customer's needs
Customer Service Representative I
LogistiCare LLC
10.2014 - 01.2016
- Responsibilities Handles incoming and outbound calls to Transportation companies on behalf of Medicaid clients
- Taking on average 100-200 incoming calls a week working through multiple queues
- Peer Trainer- responsible for training the new hires on the System and the paperwork necessary to perform successfully from day to day and help to get certified as a Customer Service Representative
- Acting Team Leader- assisting a team of 15 agents with questions and concerns
- Help manage the floor when supervisors are unavailable
- Accomplishment strained roughly 20 new hires who all passed their certifications with high scores
- Skills Used Great leadership
Customer Service Representative
Alvogen Pharmaceuticals
12.2013 - 03.2014
- Responsibilities
- Coordinated and managed customer request via inbound and outbound calls
- Operated multiple computer screens and navigating between multiple programs simultaneously
- Promoted a new generic drug to Medical Doctor’s office and Physician’s
- Pharmacovigilance trained
Speciality Pharmacy Rep
CVS Caremark
04.2013 - 10.2013
- Responsibilities
- Coordinated and managed customer request via inbound and outbound calls
- Refilled orders and information regarding changes in benefits and/or insurance
- Answered phones, triaging calls, filling and other administrative support activities
Customer Service Representative
One Call Medical
11.2005 - 09.2012
- Receive, coordinate and manage customer request via inbound and outbound calls
- Secure and clarify pertinent information
- Select service facility based on OCM protocols
- Assigning accurate pricing for both provider and payer
- Collected payment via Quick pay for Diagnostic exams
- Team Leader
- Assisted supervisor and staff by training, answering questions, and Quality Assurance monitoring
- Acted in the absence of the supervisor by overseeing and managing the daily operations of the team
- Addressed complaints by clients and properly transferred any customer inquiries to the appropriate party
- Processed Payroll for employees
Administrative Assistant
Wilson, Elser, Moskowitz, Edelman, Dicker LLP
10.2003 - 10.2005
- Duties entailed filing, heavy clerical work, data entry, billing, account receivables and the processing of invoices
- Responsible for answering a high volume of incoming calls, greeting clients, and directing them to the appropriate party
- Scheduled and organized inter-office meetings and deposition for the attorneys within the firm
Education
High School Diploma -
Clifford J.Scott
Skills
- Problem-solving
- Case management
- Time management
- Case documentation
- Care coordination
Timeline
Case Manager
Novartis Pharmaceuticals
10.2022 - Current
Customer Service Specialist I
Seqirus CSL
01.2022 - 09.2022
Customer Care Representative
Amplity Health - Novartis Pharmaceuticals
12.2017 - 12.2021
Dispatcher and Customer Service Representative
Choice Home Warranty
07.2016 - 08.2017
Customer Service Representative I
LogistiCare LLC
10.2014 - 01.2016
Customer Service Representative
Alvogen Pharmaceuticals
12.2013 - 03.2014
Speciality Pharmacy Rep
CVS Caremark
04.2013 - 10.2013
Customer Service Representative
One Call Medical
11.2005 - 09.2012
Administrative Assistant
Wilson, Elser, Moskowitz, Edelman, Dicker LLP
10.2003 - 10.2005
High School Diploma -
Clifford J.Scott
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