Andy Rogers

Provided comprehensive support to healthcare providers and patients regarding program enrollment, eligibility, and benefits.

Resolved inquiries and concerns promptly and effectively, ensuring a positive experience for all patients.

Exceptional customer service skills with a focus on building positive relationships.

Utilized problem-solving skills to address inquiries and resolve issues efficiently.

Supervised non-routine calls and provided exemplary customer service to maximize positive consumer impact.

Supervised daily handling of both Medicare D and elite commercial accounts, engaging various software CRM programs.

Approved complex pharmacy overrides and assisted floor agents with numerous tasks, providing alternative guidance as needed.

Delivered exceeding customer care and maintained multiple assignments in a competent, accurate, and efficient manner.

Underwent multiple training programs to continue education and acted independently yet responsibly while servicing each member appropriately.

Delivered excellent service via inbound and outbound calling efforts, meeting established minimum targets.

Handled inbound calls from Aetna/CVS Health Med D members and provided assistance in resolving their issues.

Demonstrated empathy, built trust, and showed compassion to ensure outstanding customer satisfaction.

Educated Med D members on pharmacy plan benefits, coverage, and medication tiers.

Maintained HIPAA protocols while handling sensitive customer information.

Achieved the goal of first-call resolution and offered alternative solutions to ensure customer retention.

Maintained and exceeded performance and quality standards, meeting customer support objectives.

Escalated calls to solve problems and drive customer satisfaction.

Handled intakes and triage situations, making immediate life-saving decisions and taking personal responsibility for each life under my care.

Assisted veterinarians in emergency surgery, including but not limited to C-sections, prolapses, severe contusions, and amputations.

Ensured that techs were keeping up with specific treatments assigned to each patient by the veterinarian and documented supporting care for recording and liability purposes.

Worked the graveyard shift on evenings when there were overnight intakes to ensure each patient left in much better condition than they arrived.