Amber Dunbar

Experience

• Managed a high-volume call queue, exceeding service level goals for call quality and productivity.
• Performed telephonic outreach to Medicare Part D members, pharmacies, and providers, facilitating prescription medication adherence.
• Resolved complex member inquiries and complaints regarding Medicare Part D benefits and medication adherence.
• Collaborated with clinical pharmacy teams and healthcare providers to overcome barriers to medication adherence.
• Ensured accurate and complete documentation of all member interactions, maintaining strict HIPAA compliance.

Skills

Here's a more detailed breakdown:

• Outreach and Communication:The call center staff makes phone calls to Cigna Medicare members, pharmacies, and healthcare providers.
• Medication Adherence:They focus on helping members stay adherent to their prescribed medications by identifying and addressing any barriers.
• Collaboration:They work with the clinical pharmacy team, doctors, and other resources within the Medicare Health Plan to resolve issues and ensure members get their medications.
• Customer Service:They handle customer inquiries, complaints, and correspondence, striving to provide excellent service and resolve issues efficiently.
• Productivity and Quality:Call center staff are expected to meet service level goals, maintain high call quality, and meet performance expectations.
• HIPAA Compliance:They are required to adhere to strict HIPAA regulations to protect member privacy

Managed high-volume call queue, surpassing service level goals for quality and productivity.

• Facilitated medication adherence through telephonic outreach to Medicare Part D members and providers.
• Resolved complex inquiries and complaints regarding Medicare Part D benefits effectively.
• Collaborated with clinical pharmacy teams and healthcare providers to address medication adherence barriers.
• Maintained accurate documentation of all member interactions, ensuring strict HIPAA compliance.

• APPLICATION FACILITATOR: Call patients to get required information for application process and utilize information to complete applications and mail to patients. Update patients on status of applications and spreadsheets. Utilize company system to update needed information for application completion and submission. Assist patients with topics that allow them how to understand steps needed to help successful application submission.
• INFORMATION MANAGEMENT: Perform general project management, track issues and timelines, researching and resolving complex issues, and compiling required documentation for daily activities. Review processes and duties to reevaluate best practices. Supporting requests, questions, and referrals from internal business partners.
• CUSTOMER SERVICE: Answer complex questions from customers and pharmacists while ensuring a high level of service and maximizing productivity with minimum downtime. Handle customer correspondence, complaints, and inquires.
• 40 hours per week

• OFFICE MANAGEMENT AND CUSTOMER SERVICE: Renewing, credentialing, and maintaining all three Centerstone Pharmacy locations, major insurances, software vendors, state, and federal contracts. Maintain patient records, electronically and hard copy, in accordance with appropriate rules, regulations, and policies. Maintaining in-house charge account, invoices, accounts receivable. Verify deposits. Receive requests by telephone and greet visitors and patients. Administrative and clerical duties as needed.
• PHARMACY FACILITATOR: Utilizing healthcare software programs to enter, and/or retrieve information and data records to fill prescriptions accurately. Enter prescriptions into the computer system while reviewing profile for allergies, interactions, and duplicate orders. Provide patients with appropriate information on the proper use of medications. Pre-pack and compound medications. Review orders for compatibilities and additives. Mail and deliver prescriptions. Orientation and training of new employees.
• PARTNERSHIPS: Coordinator between long-term, transitional mental health, medically fragile residential facilities. Coordinate care with the Criminal Justice Liaison team for Centerstone Criminal Justice team. Part of client treatment teams.
• 40 hours per week

• OFFICE MANAGEMENT AND CUSTOMER SERVICE: Renewing, credentialing, and maintaining all three Centerstone Pharmacy locations, major insurances, software vendors, state, and federal contracts. Maintain patient records, electronically and hard copy, in accordance with appropriate rules, regulations, and policies. Maintaining in-house charge account, invoices, accounts receivable. Verify deposits. Receive requests by telephone and greet visitors and patients. Administrative and clerical duties as needed.
• PHARMACY FACILITATOR: Utilizing healthcare software programs to enter, and/or retrieve information and data records to fill prescriptions accurately. Enter prescriptions into the computer system while reviewing profile for allergies, interactions, and duplicate orders. Provide patients with appropriate information on the proper use of medications. Pre-pack and compound medications. Review orders for compatibilities and additives. Mail and deliver prescriptions. Orientation and training of new employees.
• PARTNERSHIPS: Coordinator between long-term, transitional mental health, medically fragile residential facilities. Coordinate care with the Criminal Justice Liaison team for Centerstone Criminal Justice team. Part of client treatment teams.
• 40 hours per week

• CUSTOMER SERVICE: Communicated and exercise sound judgment and organizational practices. Manage cashiers on the floor and all frontend associates. Filling out financial documents and handling large sums of money. Hire, train, and evaluate frontend staff. Enforce safety, health and security polices. Plan and prepare work schedules. Established and enforced profitability requirements, on credit polices and operating procedures.
• KEY ACCOMPLISHMENTS: -Transferred to pharmacy and trained to become a Certified Pharmacy Technician. Completing duties such as measuring, counting and filling prescription medications. Stocking shelves as required. Inventory control and shelf cleaning. Documentation completion. Overseeing and managing Walmart’s pharmaceutical department, preparing medicines, taking prescriptions, and interacting with customers and doctors.
• 40 hours per week