Andrea Clark
Ravenna,OH
Summary
Highly organized and detail-oriented professional with years of extensive experience in customer advocacy, administrative support, and healthcare coordination. Skilled in communicating with providers, pharmacies, and insurance companies to ensure seamless patient care. Experienced in patient onboarding, handling insurance verifications, and preparing accurate medical documentation. Adept at problem-solving, multitasking, and maintaining HIPAA compliance in medical environments.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Freelance and Professional Development
Self Employed Services
01.2023 - Current
- Pursuing IT and Cybersecurity certifications through Global Lynx to enhance technical expertise.
- Gained hands-on experience with AI tools to improve efficiency in content creation, organization, and business processes.
- Developed strong expertise in Canva, designing social media banners, marketing materials, and website visuals to enhance online presence.
- Earned HubSpot Academy Email Marketing Certification, gaining knowledge in email engagement strategies, audience growth, and campaign optimization.
Quality Assurance Analyst
Cardinal Health
12.2020 - 12.2022
- Led team meetings and calibration sessions, ensuring alignment on quality standards and process improvements, amongst QA analysts.
- Developed and audited practices, programs, and reporting metrics, identifying and resolving issues to enhance productivity and workflow efficiency.
- Managed and evaluated over 40 agents monthly, conducting 10 evaluations per agent to maintain and improve compliance and service quality.
- Collaborated cross-functionally with teams via Zoom and Microsoft Teams, troubleshooting challenges and improving workflows.
- Analyzed customer interactions and developed SOPs, to streamline support processes and enhance efficiency..
- Utilized QA Tools, Speech Analytics & CRM Systems to track and organize data.
Patient Conversion Team
Cardinal Health
03.2020 - 12.2020
- Surpassed annual and monthly Quality Assurance benchmarks by achieving a yearly average of 97%.
- Drove client retention and sales conversions via targeted outbound calls, efficient use of Salesforce, and trading in insulin pumps.
- Maintained accurate customer records using CRM tools, tracking interactions and support history for improved service.
- Scheduled and coordinated customer follow-ups and callbacks, improving response times and satisfaction rates.
Managed Care Organization Transition Team
Cardinal Health
03.2018 - 03.2020
- Achieved an average score of 95% in Quality Assurance and surpassed the Adherence goal of 92%, demonstrating a commitment to maintaining high standards.
- Facilitated onboarding processes for transitioning patients by enhancing collaboration between stakeholders.
- Communicated with internal and external teams via email and virtual meetings, addressing support needs effectively.
- Created and maintained spreadsheets to track customer transitions, service schedules, and key performance metrics, improving workflow efficiency.
- Provided empathetic support, educating incontinence, diabetic and ostomy patients on insurance, supplies and available support.
- Contributed to Mentor Circles Program, fostering leadership growth through collaboration and strategic initiatives.
Customer Service Specialist
CVS Caremark
03.2017 - 03.2018
- Achieved a consistent track record of exceeding Quality Assurance targets with over 90% performance each month.
- Assisted Medicare Part D customers by assessing accounts, resolving inquiries, and providing detailed benefit and cost information in a high-volume call center environment.
- Adhered to Medicare and HIPAA regulatory requirements through meticulous documentation and record-keeping.
Education
Some College (No Degree) - Applied Communication (Some College)
Kent State University
Kent, OHSkills
- Data Entry
- Attention to Detail
- HIPAA Compliance
- Patient Onboarding
- Insurance Verification
- Medical Device Sales
- Prescription Processing
- Written & Verbal Communication
- Patient/Provider Account Management
- Quality Assurance Training & Call Monitoring
- Cross-Functional Collaboration & Team Support
- Microsoft Office (Word, Excel, Outlook, Teams)
Certification
- Adult Mental Health First Aid, National Council for Mental Wellbeing, 2022
- Email Marketing Certified, HubSpot Academy, 2023
- Introduction to Agile and Scrum Methodologies, EduCert Institute, 2025
Timeline
Freelance and Professional Development
Self Employed Services
01.2023 - Current
Quality Assurance Analyst
Cardinal Health
12.2020 - 12.2022
Patient Conversion Team
Cardinal Health
03.2020 - 12.2020
Managed Care Organization Transition Team
Cardinal Health
03.2018 - 03.2020
Customer Service Specialist
CVS Caremark
03.2017 - 03.2018
Some College (No Degree) - Applied Communication (Some College)
Kent State University
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