Alyssa Tucker
WAKE FOREST,NC
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Well versed in utilizing customer service best practices and competent in exploring different solutions to address customer needs effectively.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Patient Experience Specialist
Mercalis
11.2022 - Current
- Responsible for resolving inbound calls from both customers & pharmacies
- Provide website navigation support, updating patient accounts, and providing insight to more affordable copay options
- Contributed to a special project "TC Inbound Calls/Voicemails" to help reduce call volume for mail-in pharmacy
- Advanced to SME position within my PES team
- Responded to inquiries by directing calls to appropriate personnel
Outreach Agent
Ciox Health
10.2021 - 09.2022
- Managed over 20% conversions daily to meet business requirements and quotas
- Reviewed and contributed new ideas to manage additional calls per/hr to guarantee quick yet sufficient chart retrievals
Pharmacy Technician
Publix Pharmacy
07.2020 - 09.2021
- Communicated with prescribers to verify medication dosages, refill authorizations, and patient information.
- Maintained proper drug storage procedures, registries, and records for controlled drugs.
- Reviewed and verified customer information and insurance provider information.
- Resolved non-routine issues like third-party billing, computer system, and customer service issues.
- Restocked pharmacy shelves with current merchandise to drive consistent peripheral sales.
Education
Bachelor of Science - General Studies
Southeast Missouri State University
Cape Girardeau, MO05-2017
Skills
- Adaptable
- Problem Solving
- Critical Thinking
- Interpersonal Communication
- Complaint resolution
- Account updating
- Building rapport
- Positive and professional
- Digital Marketing
- Drug safety
- AE/PC Trained
- HIPAA
Accomplishments
- Promoted to SME for the last month and a half from PES for my team
- Collaborated with selected team members to take inbound calls/voicemails to help TC Pharmacy reduce call volume
Certification
- Pharmacy Technician License - 01/29/20 - 12/31/20
- Inbound Marketing Training - 6/4/24 - 7/4/26
- Social Media Training - 4/9/24 - 5/9/26
- Google Digital Garage Training - 9/29/2022
Timeline
Patient Experience Specialist
Mercalis
11.2022 - Current
Outreach Agent
Ciox Health
10.2021 - 09.2022
Pharmacy Technician
Publix Pharmacy
07.2020 - 09.2021
- Pharmacy Technician License - 01/29/20 - 12/31/20
- Inbound Marketing Training - 6/4/24 - 7/4/26
- Social Media Training - 4/9/24 - 5/9/26
- Google Digital Garage Training - 9/29/2022
Bachelor of Science - General Studies
Southeast Missouri State University
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