Amy Robertson
Spokane,WA
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
34
34
years of professional experience
1
1
Certification
Work History
Customer service Representative
Cigna/Accredo specialty pharmacy
10.2022 - Current
- Knowledge of the healthcare industry, Prescription Benefit Programs, pharmacy coverage, Reimbursement and Insurance processes to ensure patients get their specialty medication
- Manage constant inbound and outbound calls exemplifying the highest customer service standards to meet quality and production metrics
- Advanced technical skills to navigate through multiple systems, applications and screens simultaneously all while speaking on the phone
- Independent judgment in managing escalated patient or client complaints and discretion to escalate further if needed.
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Lead Customer Experience Manager
Premera Blue Cross Of WA
01.2021 - 10.2022
- Responsible for talking to providers and giving claim status and benefit information for their patients
- This is a remote position and currently work from home office
- Familiar with on Microsoft Teams with care management
- Product/services information, answer questions, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.
- Enhanced customer satisfaction by efficiently resolving complex issues and providing timely solutions.
- Engaged clients in person and over phone to answer questions and address complaints.
- Actively participated in interdepartmental projects aimed at improving overall organizational effectiveness.
- Responded to customer calls and emails to answer questions about products and services.
Nationally Certified Pharmacy Technician
North West Specialty Hospital-Post Falls ID.
11.2020 - 06.2022
- Responsible for corresponding with patients about their medication history
- Mixing infusions, audits of pulled narcotics by nursing staff, data entry, ordering medication stock, filling prescriptions for patients, deliver medication to OR during surgeries, scheduling, billing and credits, contacts pharmacies to acquire patients most current medication list
- Excel spreadsheets
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Enhanced patient care by accurately filling and dispensing prescriptions in a timely manner.
- Restocked pharmacy shelves with current merchandise to drive consistent peripheral sales.
- Maintained drug inventory levels by ordering necessary medications and supplies.
- Proactively addressed potential conflicts or discrepancies within the pharmacy team to maintain a positive work environment.
Pharmacy Technician III
Queen of the Valley Hospital
03.2010 - 11.2020
- Under direct supervision of a licensed pharmacist, assists in all phases of departmental operations including dispensing, repackaging bulk medications into unit dose packages, issues controlled substances and maintains records as required by law, sterile production preparation, unit dose medications and compounding, data entry, report generation, packaging, record keeping, stocking, billing, and clerical duties
- Responsible for interviewing all newly admitted patients to obtain the patients medication history including all prescription and non-prescription medication, entering data into meditech.
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Entered and processed patients' prescriptions into internal system.
- Maximized pharmacy efficiency through effective communication with staff members and adherence to procedures.
- Communicated with patients to collect information about prescriptions and medical conditions or arrange consultations with pharmacists.
- Reduced medication errors by diligently cross-checking medications against patients'' profiles before dispensing.
- Counted, measured and compounded medications following standard procedures.
- Maintained proper drug storage procedures, registries, and records for controlled drugs.
- Proactively identified potential issues or discrepancies in medication orders, collaborating closely with pharmacists to resolve them quickly.
Pharmacy Technician
Vetrans Hospital
02.1998 - 03.2001
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Stocked, labeled, and inventoried medication to keep accurate records.
- Enhanced pharmacy workflow by assisting pharmacists with medication dispensing, labeling, and packaging.
- Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality.
- Provided exceptional customer service, fostering positive relationships with both new and returning patients at the pharmacy counter.
- Entered and processed patients' prescriptions into internal system.
Pharmacy Technician
Albertsons Pharmacy
12.1989 - 01.1998
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Stocked, labeled, and inventoried medication to keep accurate records.
- Enhanced pharmacy workflow by assisting pharmacists with medication dispensing, labeling, and packaging.
- Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
- Promoted patient confidentiality by adhering to HIPAA regulations when handling personal information during transactions.
- Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems, and locating items.
- Counted and labeled prescriptions with correct item and quantity.
- Assisted in maintaining a clean and organized work environment, ensuring compliance with safety regulations.
- Increased overall pharmacy productivity by restocking supplies, organizing shelves, and maintaining cleanliness according to standards.
Education
Associate of Applied Science - Pharmacology
Napa Valley College
Napa, CA06.1987
Skills
- Excellent written and verbal communication
- Aseptic compounding techniques
- Strong background of pharmacy regulations
- Pyxis system
- IV Admixture practice
- Medication management Therapy
- Active Listening
- Problem-solving abilities
- Problem Resolution
- Critical Thinking
- Highly energetic and dependable with superb customer service
- Adapts easily to working independently with little to no supervision
License
- California, Certified Pharmacy Technician, 23130795
- Nationally CA., Certified PTCB, 6101-0701-0338-471
- Idaho, Certified Pharmacy Technician, C
- T50410, Skill
Certification
- CPhT - Certified Pharmacy Technician
Timeline
Customer service Representative
Cigna/Accredo specialty pharmacy
10.2022 - Current
Lead Customer Experience Manager
Premera Blue Cross Of WA
01.2021 - 10.2022
Nationally Certified Pharmacy Technician
North West Specialty Hospital-Post Falls ID.
11.2020 - 06.2022
Pharmacy Technician III
Queen of the Valley Hospital
03.2010 - 11.2020
Pharmacy Technician
Vetrans Hospital
02.1998 - 03.2001
Pharmacy Technician
Albertsons Pharmacy
12.1989 - 01.1998
Associate of Applied Science - Pharmacology
Napa Valley College
- CPhT - Certified Pharmacy Technician
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