Andrea Villarroel
Scranton,PA
Summary
Resourceful Supervisor trained in resolution of critical issues within time-sensitive environment with successful track record of building and maintaining talented teams. Highly organized, energetic and versatile leader committed to continuous improvements. Proven history of motivating staff to work together to achieve targets.
Overview
28
28
years of professional experience
Work History
Care Navigator II
Novartis Pharmaceuticals
East Hanover, NJ
07.2023 - Current
- Provided guidance and support to individuals seeking assistance with copays, benefits, and programs available to patients on Cosentyx.
- Assisted patients in understanding their diagnosis, treatment options, and available resources.
- Facilitated communication between patients and care teams by acting as a liaison.
- Enrolling patients into the copay assistance program and Cosentyx Connect patient support program following the terms and conditions as well as providing
- Provided education regarding insurance benefits such as copayments, deductibles, coinsurance amounts.
- Counselled patients on potential financial liabilities and payment requirements.
- Explained policies, procedures and services to patients.
- Received patient inquiries or complaints and directed to appropriate medical staff members.
- Working cases as a back up to Care Navigators that are out for the day. Including, moving cases to next steps and actively communicating between different departments, patients, and health care providers.
- Answering inbound calls and maintaining my KPI’s as well as adherence with schedule.
- Identify and report possible adverse events and technical events through PVI tool.
Advocate Call Center Supervisor
Fliptrx PBM
Cranford, NJ
06.2021 - 12.2022
- Work with Salesforce, Paychex, Fast, Fliptrx application, Share Point, Power Point, Excel and Outlook.
- Keeping track of KPI’s and holding advocates responsible for meeting them in both department and team level.
- Responsible for call listening, grading, and coaching. Held 1 on 1s with direct team on a monthly bases. Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Organized and coordinated schedules, enabling consistent and adequate staffing for shifts.
- Identified, addressed and either resolved or escalated project issues.
- Payroll responsibilities such as correction to time cards, approving PTO, and approving time cards.
- Prepared and delivered new client training and resources in preparation for launch.
- Traveled to location to speak one on one with members to introduce the company and the changes they would experience when their insurance goes live.
- Performed presentations to both the client and the members in preparation of the changes to come in their plan coverage.
- Provided leadership, insight and mentoring for both existing and newly hired employees to support and improve quality of performance.
- Planned and led department meetings, and team meetings, to review business results and communicate new and ongoing priorities.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
Call Center Supervisor
CVS Caremark Specialty Pharmacy
Fairfield, NJ
10.2008 - 06.2021
- Tracking KPI's, call monitoring for coverage and proficiency purposes, call listening and grading to maintain quality and coaching opportunities.
- Established and enforced clear goals to keep employees working collaboratively.
- Realigned workflows with changing business demands by evaluating processes and employee strengths.
- Coached and mentored staff members through constructive feedback to develop long-term career goals.
- Conducted evaluations and reviews for employees. Improved productivity by providing CSR performance feedback for corrective action.
- Conveyed project information consistently and quickly to resolve issues and deliver constructive feedback.
- Defined and documented office procedures, using updated SOPs to provide thorough and comprehensive training for all administrative support staff.
- Planned Team meetings for on a weekly basis and coordinated availability of conference rooms.
- Trained employees on best practices and protocol while managing teams to maintain optimal productivity.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Upheld privacy and security requirements established by HIPAA
Call Center Team Lead
CVS Caremark Specialty Pharmacy
Fairfield, NJ
- Efficiently answered multi-line phone and processed high volume of order requests from nurses, doctors and pharmacists.
- Assisted supervisor with day to day operations for both inbound and outbound team.
- Responsible for high volume of escalations both via phone and email.
- Interacted professionally with customers, peers and supervisors, which helped develop articulate communication and active listening skills.
- Provided excellent and professional service to ensure patient and client satisfaction. Ensured customers received quality care through collaboration with the pharmacist.
- Mentored and coached pharmacy service representatives seasoned and newly hired.
- Worked closely with the pharmacy manager and supervisors to maintain day-to-day operations. Including working on numerous projects and assisting with training and mentoring.
- Created and implemented procedures to effectively distribute assignments.
- Strictly maintained customer and patient confidentiality.
SGT/CBRN SOLDIER
Army National Guard NJ
Somerset, NJ
03.2011 - 03.2019
- Perform duties, such as operating and maintaining equipment.
- Trained annually to guard and protect people and properties under threat.
- Trained annually in hazmat threats, disasters relief and emergency management efforts
- Squad Leader of a squad in three different platoons at a time.
- Making sure my soldiers were effectively communicating and receiving all important communication in a timely manner.
- Working with my soldiers to guide them in the steps needed to promote in grade
- Acting platoon SGT for 6 months.
- Assisting with administrative work needed for trainings, pay, and records
- Assisting with preparing the unit for audits
- Maintained my fitness level to the army standards.
Pharmacy Technician
Passaic Community Pharmacy
Passaic, NJ
07.2006 - 07.2008
- Worked with insurance companies to process claims, resolve problems and obtain payments.
- Created new customer profiles and updated changes such as demographics, allergies, and new medications in pharmacy computer systems.
- Maintained clean and organized pharmacy shelving and work areas.
- Refilled medications, provided exemplary customer service to patients, offered insight into over-the-counter products and verified insurance benefits.
- Performed a wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality.
Pharmacy Technician
Value Pharmacy
Passaic, New Jersey
12.2005 - 07.2006
- Assisted pharmacist with clearing high volume of prescriptions and responded to customer questions.
- Refilled medications, offered insight into over-the-counter products and verified insurance benefits.
- Maintained pharmacological practices by checking drug inventory, stocking medications and monitoring supplies.
- Inspected medication storage locations to monitor drug expiration dates and supply adequate inventory.
- Prepared prescription transfers to other pharmacies.
- Operated cash registers to accept payments from customers.
Pharmacy Technician
Medicine Shoppe
Saddle Brook, NJ
12.2002 - 02.2005
- Teamed with peers, technicians and pharmacists to prioritize and complete orders.
- Assisted pharmacist with clearing high volume of prescriptions and responded to customer questions.
- Refilled medications, offered insight into over-the-counter products and verified insurance benefits.
- Verified prescriptions and drug labels, documents and packages.
- Inspected medication storage locations to monitor drug expiration dates and supply adequate inventory.
- Prepared prescription transfers to other pharmacies.
Teller Manager
The Bank of New York
Lodi, NJ
09.2000 - 05.2002
- Controlled cash and carried out cash use forecasting to maximize availability while minimizing risk.
- Reviewed and approved transactions above limits and authority levels of teller staff.
- Oversaw daily actions of tellers, responded to escalated customer inquiries and assigned tasks to meet operational needs.
- Created teller team schedules to maintain adequate staffing.
- Drove daily operations through cash drawer balancing, counterfeit currency identification and vault cash management.
- Filed government-mandated reports related to large cash transactions and sale of monetary instruments.
Pharmacy Technician/Front Store Clerk
CVS Pharmacy
Garfield, New Jersey
05.1997 - 09.2000
- Assist Pharmacist with filling and dispensing prescriptions, including third party billing
- Handle high call volume to and from patients and physicians
- Patient counseling regarding OTC medications
- Frequent calls to third party insurance regarding patient coverage, rejected claims, medication coverage and day supply coverage
Education
Certification For Massage Therapy - Physiology
Massage Institute
Saddle Brook, NJ2005
High School Diploma -
Bergen County Technical Schools
Hackensack, NJ06.1999
Some College (No Degree) - Bio Chemistry - Some College/ No Degree
Montclair State University
Montclair, NJSome College (No Degree) - Culinary Arts - Some College/ No Degree
Hudson County Community College
Jersey City, NJSkills
- Detail-oriented
- Supporting pharmacy operations
- Problem-solving skills
- Processes and procedures
- Goal-oriented
- Decision-making
- Multitasking
- Organization
- MS Office
- Issue and conflict resolution
- Supervision & leadership
- Fluent in Spanish
- Microsoft Excel, Power point, Sales Force, Paychex, Outlook, Ring Central, Avaya, Sprx, Sparcs, HBS, Teams, PeopleSafe, Greenhouse, Sharepoint
Timeline
Care Navigator II
Novartis Pharmaceuticals
07.2023 - Current
Advocate Call Center Supervisor
Fliptrx PBM
06.2021 - 12.2022
SGT/CBRN SOLDIER
Army National Guard NJ
03.2011 - 03.2019
Call Center Supervisor
CVS Caremark Specialty Pharmacy
10.2008 - 06.2021
Pharmacy Technician
Passaic Community Pharmacy
07.2006 - 07.2008
Pharmacy Technician
Value Pharmacy
12.2005 - 07.2006
Pharmacy Technician
Medicine Shoppe
12.2002 - 02.2005
Teller Manager
The Bank of New York
09.2000 - 05.2002
Pharmacy Technician/Front Store Clerk
CVS Pharmacy
05.1997 - 09.2000
Call Center Team Lead
CVS Caremark Specialty Pharmacy
Certification For Massage Therapy - Physiology
Massage Institute
High School Diploma -
Bergen County Technical Schools
Some College (No Degree) - Bio Chemistry - Some College/ No Degree
Montclair State University
Some College (No Degree) - Culinary Arts - Some College/ No Degree
Hudson County Community College