Amanda Cobb
Little Elm,USA
Summary
Accomplished healthcare professional with extensive experience at Walgreens Specialty Pharmacy, specializing in patient care coordination and healthcare operations. Proven expertise in database management (ICOMS, CBIS, SMe) and relationship building fosters exceptional patient satisfaction and operational efficiency. Recognized for meticulous attention to detail and innovative problem-solving abilities that elevate the quality of patient care.
Overview
27
27
years of professional experience
Work History
Patient Care Coordinator Enterprise Triage Team
Walgreens Specialty Pharmacy
08.2017 - Current
- Image index prescriptions that are triaged to us from Local Special Store, Orlando Call Center and Home Delivery making sure they are started in the right pharmacy location and that all the information sent to us goes in the necessary folders for other groups to have the information needed to process the RX as quickly as possible
- Take inbound calls from patients, local specialty pharmacies, and doctors to answers questions and give updates on prescriptions in all of our specialty locations, schedule is ready to schedule, get any additional information that may help with scheduling and make sure it gets emailed to the right department
- Make outbound calls to patients to schedule deliveries, call MDO to schedule deliveries or obtain additional information to reach patients and advise that we are having problems reaching patients when necessary
- Keep Local Special pharmacies updated and work closely with the patient’s they triage to us to get patients prescriptions processed as quickly as possible and have Local Specialty help us when necessary to get in touch with patient to schedule delivery of medication to them
- Triage prescriptions for all our sites we can’t fill to Local Specialty stores as much as possible when we are out of network
- Use triage tool to determine what local store carries the med and reach out to the patient to advise them we are transferring prescription to that local store then fax and email prescription to that pharmacy and also to the doctor
- Run PBM test claims
- Verify Major Medical insurance benefits
- Upload and run copay cards for financial assistance when provided by local specialty or the patient but not yet ran when the prescription gets to PCC so the patient doesn’t have to wait longer for us to send referral to PFS and it come back to PCC
- Help patients find copay assistance if copay is too high and local specialty hasn’t already addressed that for the patient
- Work through any issue the patient may be experiencing that is causing a delay in getting their medication to the best of my ability
Patient Care Coordination Inbound Fertility
Walgreens Specialty Pharmacy
01.2016 - 08.2017
- Take Inbound calls from patient to help patients in every way to get their medication delivered in a timely manner
- Advise patient of any issues that are noted on their patient profile that could be holding their order from shipping
- AR Balance, PA required, issue with their credit card declining, insurance rejecting, out of stock of the medication, insurance terminated, no longer their specialty contract for their insurance to cover with in network pricing, waiting on doctor to send us a new script
- Set up refills or schedule delivery of medication
- Email all necessary departments when patient calls and needs medication next day and RX is not in a stage that it is ready for delivery
- Imaging for Fertility prescriptions
- Make outbound calls to patient to try and get patients medications scheduled to delivered to them and advise them of any and all discount programs coupons available to help with the financial responsibility
- Reach out to MDO offices when necessary to coordinate medications to deliver to them when the patients insurance requires medication be delivered to the MDO
- I have knowledge and have worked with the WIN Bundle program and can provide back up when needed
- Help with Chronic Inbound calls if they need help and supervisor is ok with me working in both ques based on our work load
Lead Patient Care Coordination Inbound Chronic
Walgreens Specialty Pharmacy
12.2014 - 01.2016
- Assist supervisor with anything I can
- Assist inbound patient care coordinators with any questions
- Take supervisor calls for escalated patient issues
- Run and send out service level report
- Run and send out fill request report
- Run and send out Aux report
- Run and send out patient care coordinator daily stats
- Complete and print out order errors to patient care coordinators that impacted the patient
- Send orders back to patient care coordinators where error was caught before impacting patient
- Send RX’s that have been assigned to me to get approval to put on hold and once approved complete the referral to put RX on hold
- Monitor the call ques to help make sure that our group service level is staying where it needs to be to keep our company from getting fined
- Monitor patient care coordinators and making sure they adhering to their break and lunch times and the after call wait time so ensure they are available to help patients
- Work Ship mode error report and coach representatives when I see a trend of the same representative making the same error consistently
- Email representatives immediately with any changes in processes or procedures or with errors that other departments see our team making
- Assist with new hire training
- Keep moral and encourage team any way I can
- Help with interviewing new potential employees
- Work with other team leads and supervisors in figuring out ways to improve our processes that helps with our business needs as well as our patients
- Closing supervisor and Saturday supervisor once a month, in doing this responsible for making sure every order that is suppose to ship out that day makes it on the Fedex truck
Patient Care Coordination Inbound Fertility
Walgreens Specialty Pharmacy
01.2014 - 12.2014
- Take Inbound calls from patient to help patients in every way to get their medication delivered in a timely manner
- Advise patient of any issues that are noted on their patient profile that could be holding their order from shipping
- AR Balance, PA required, issue with their credit card declining, insurance rejecting, out of stock of the medication, insurance terminated, no longer their specialty contract for their insurance to cover with in network pricing, waiting on doctor to send us a new script
- Set up refills or schedule delivery of medication
- Email all necessary departments when patient calls and needs medication next day and RX is not in a stage that it is ready for delivery
Administrative Assistant
Premier Agent Group
08.2013 - 12.2014
- Answer phones and direct callers to proper person
- Proofread and correct agent contracts
- Fax and email contracts from agents over to the different insurance companies they wanted to be contracted to sell
- Help agents with their certifications for the different insurance companies they contract through
- Assist agent with computer issues and problems while trying to get through certifications
- Fax and email leads to agents in their prospective sales areas to assist in promoting their success
- Track leads issued and applications processed for 300 agents contracted through the agency
- Work up spreadsheets and reports on agents certification completion, leads and applications process to present to management
National Site Auditor/Carrier Billing Administrator
Suddenlink CAO/Business
04.2013 - 06.2013
- Manage all Carrier billing order entry into ICOMS, installs, upgrades and disconnects from cases in Salesforce.com
- Ensure accounts are created in billing to support their needs and internal reporting requirements
- Administer financial aspects for the Master Service agreement into billing (for example: outage credits, early termination fees)
- Liaison between customer, sales and back office for any billing issues and disputes
- Liaison with finance to answer any questions with carrier accounts and ICOMS to help with month end reporting
- Liaison with collections team to help in contract information, circuit information, and contact information for carrier and fiber customer’s to get accounts back to a current billing status
- Audit key reports to maintain national site address maintenance and dwell types to keep program cost to us correct and homes past count correct
- Run all penetration reports for MDU group across the entire Suddenlink footprint and keep MDUlog updated for manager and finance team
- Review and approve customer care supervisor adjustment batches daily to make sure proper codes are used and full descriptions are giving for reasons behind adjustments for auditing purposes
- Make sure all batches have been posted in the commercial site by month end for accounting purposes
- Post credit card batches daily for national site
- Liaison with tax group to ensure that correct tax exempt codes are being used on newly billed accounts as well as work on slowly cleaning up tax exempt codes on existing large customer accounts
- Liaison for local offices, support staff, and management for issues or questions with order entry for commercial customers in ICOMS
- Audit Suddenlink office accounts billing for phone and PRI to make sure they are billed and charges are properly adjusted off monthly
- Make speed changes to Suddenlink office accounts when upgrades are done in areas
- Add address and set up accounts for Suddenlink offices or headends in commercial site for testing purposes for video and data services
- Audit reports daily for large rate and large occurrence orders done in ICOMS to try and catch any discrepancies early so that error can be corrected in a timely manner not to affect monthly bottom line numbers or the customer’s billing
- Filter request for manual check request made for customer payment errors in commercial site
- Audit all accounts on commercial refund report weekly make sure refunds are legitimate (i.e.: that customer isn’t in a contract where early term fees should have been applied, customer doesn’t have write off balance that needs to be cleared)
Regional Outside Senior Sales Support Administrator/National Account Administrator
Suddenlink Business
08.2004 - 04.2011
- Responsible for pulling, reviewing, and correcting Outside Sales Commission Report for accuracy prior to sending to Sales Manager to figure Commission payouts for Texoma and Midsouth Regions
- Work with any Outside Sales Representative for Texoma and Midsouth regions in all areas for all work order entry for phone, video, data and fiber needed to get their customer handled in a timely manner
- Set up and maintain any customer upon Sales Representative’s request on 'Bill With' program
- Have approved commercial adjustments when manager was out on vacation
- Apply tax exempt codes for the outside sales reps customer’s for Texoma/Midsouth after customer provides tax exempt form and apply necessary adjustments to accounts
- Take care of billing and do manual electronic billing for one of Suddenlink's largest billing commercial account, ETMC
- One of a handful of people that maintain and add addresses for commercial accounts in the national site of ICOMS billing system
- Correct any discrepancies between the national database and regional database addresses from report ran monthly
- Member of the team that handles all QC and order entry for outside sales commercial customers in the Texoma and Midsouth regions for commercial phone
- One of the points of contact for all local offices for any help and questions they have regarding orders for Commercial customers or any questions with codes in the national site
- Point of contact for all Outside Sales Support Representatives to answer questions and assist them in making sure all their sales representative’s customers are handled properly and orders are scheduled correctly
- Work as a liaison between Outside Sales Managers, Sales Representatives and their support person to ensure a good balance and working relationship to help achieve team goals
- Work with sales representatives, dispatch, and customer to obtain workable solutions for all with last minute install issues to get customer up and working
- Work with field techs when a problem arises in the field to ensure proper codes are on account to get commercial customer up and working
- Have been the national account support rep to enter all orders for the national accounts and still continue to back up and help with those accounts when their current support rep is out
- Enter all fiber orders for Texoma and Midsouth outside sales agents
- Enter carrier orders and billing for any of the Texoma/Midsouth outside sales team that are currently selling carrier services as well as their regular commercial products
- Helped the carrier team with any questions they had regarding ICOMS and entering orders and billing in ICOMS
- Have been an active part of the conversion team that assist in getting any commercial customers converted from a different billing system to ICOMS when Suddenlink acquires new areas that are billing on something other than ICOMS
- Was an instrumental part in the commercial conversion of all commercial accounts from the residential billing sites to site 100 commercial billing site
- Worked with National account sales team to do all correspondence with national accounts to get site checks done
- Did all National account install orders and billing
- Took care of all National account billing issues and inquiries
Quality Assurance Advisor
Comcast
Dallas, TX
10.2002 - 03.2004
- Review and correct exception reports, random work orders, and dispatch request forms for accuracy prior to them being assigned to the field
- Work with field operations and dispatch to ensure all dispatch requests are handled in a timely manner
- Required to pull, analyze and report Dispatch Field Request Form accuracy to Supervisors and Managers
- Responsible for monitoring Customer Service Representatives and reporting results to Supervisor for review and coaching purposes
- Worked with Supervisors to develop effective training to improve the total customer service experience for customers and improve Customer Service Representatives skills and accuracy
- Communicate effectively with individuals/teams in the Customer Care organization to help them achieve expectations and results of quality scores and accuracy in entering work orders and dispatch request forms
- Stay current on internal processes, policies, procedures, packages and marketing offers for all lines of business
- Train New Hire Classes on Work Order Accuracy and our QA monitoring system Comcast Quality Experience
Customer Service Representative III
AT & T Broadband
Dallas, TX
07.1999 - 10.2002
Customer Service Representative
TCA Cable
Tyler, TX
07.1998 - 07.1999
Education
Stephen F Austin State University
01.1991
Associate of Business -
Kilgore Junior College
01.1989
Diploma -
Kilgore High School
01.1986
Skills
- PC/CRT Data entry
- ICOMS
- CBIS
- CSG
- Salesforcecom
- Experienced with Microsoft Office Suite
- Database coordination
- HIPAA protocol adherence
- Healthcare operations
- Medical record requests
- Healthcare
- Verbal and written communication
- Patient confidentiality
- Claims processing
- Creative problem solving
- Documentation
- Patient care coordination
- Quality assurance
- Insurance practices
- Patient care
- HIPAA compliance
- Scheduling
- Customer service
- Patient outreach and Follow-up
- Patient satisfaction
- Patient documentation
- Appointment scheduling
- Insurance verification
- Healthcare system navigation
- Attention to detail
- Patient relations
- Relationship building
- Multitasking
- Proficient in SMe
References
References available upon request.
Timeline
Patient Care Coordinator Enterprise Triage Team
Walgreens Specialty Pharmacy
08.2017 - Current
Patient Care Coordination Inbound Fertility
Walgreens Specialty Pharmacy
01.2016 - 08.2017
Lead Patient Care Coordination Inbound Chronic
Walgreens Specialty Pharmacy
12.2014 - 01.2016
Patient Care Coordination Inbound Fertility
Walgreens Specialty Pharmacy
01.2014 - 12.2014
Administrative Assistant
Premier Agent Group
08.2013 - 12.2014
National Site Auditor/Carrier Billing Administrator
Suddenlink CAO/Business
04.2013 - 06.2013
Regional Outside Senior Sales Support Administrator/National Account Administrator
Suddenlink Business
08.2004 - 04.2011
Quality Assurance Advisor
Comcast
10.2002 - 03.2004
Customer Service Representative III
AT & T Broadband
07.1999 - 10.2002
Customer Service Representative
TCA Cable
07.1998 - 07.1999
Stephen F Austin State University
Associate of Business -
Kilgore Junior College
Diploma -
Kilgore High School