Angelica McKinney
Lancaster,TX
Summary
CPhT certified professional since January 2025 with 10 years of customer service experience. Committed to delivering high-quality service and fostering strong customer relationships. Equipped to lead a team of customer service representatives with exceptional interpersonal skills and expertise in conflict resolution. Skilled in utilizing consumer feedback to enhance customer service processes. Well-versed in major customer service software and approach every interaction with a positive attitude.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Care Coordinator
Elevance
04.2022 - Current
- Preview weekly nursing schedule to anticipate incoming assessments and monitor to ensure receipt of reports
- Identify missing or deficient assessments, track receipt of assessment reports and communicate with outside agencies to expedite delinquent assessment report data and verify or request missing data points
- Assign assessments to pharmacy for care plan management and coordinating with administrative and work flow associates to prevent volume burden in fax cue
- Manage invoice and receipt documents, perform initial compliance checklist on operational invoices received from five dispensing sites, verify patient data, review billed hours and mileage/hours for accuracy and submit identified errors for further review
- Administer training classes, including arranging class schedule for nurse managers including location and refreshment set-up when warranted, maintaining training calendar and confirming receipt and storage of all relative certificates and documents per company policy
- Maintain continuous communication and follow up with agencies to obtain class rosters and participation affidavits for participating nurses
- Handle contract and nursing agency management which includes reviewing contracts due for renewal, sending requests for info and maintaining a master agency list and trained nursing roster, keeping all systems current and engaging IT to add new ancillary providers when needed
- Provide administrative support to Director, Nursing as requested
- Provide department telephone support
- Perform or assist with any operations, as required to maintain workflow and to meet schedules and quality requirements
- Participate in any variety of meetings and work groups to integrate activities, communicate issues, obtain approvals, resolve problems, and maintain specified level of knowledge pertaining to new developments, requirements, and policies
Patient Care Coordinator – Pulmonary
Alliance Rx Walgreens Prime Therapeutic
11.2017 - 04.2022
- Provide pricing, availability, and schedules information within established guidelines
- Receives inbound and outbound calls to patients or MD Offices regarding orders for medications, pharmacy services and all other inquiries
- Complete other stages of the order process as assigned including but not limited to scanning prescriptions, imagine indexing, preQA, load insurance information, run test claims, work issues and facilitate prior authorizations
- Complete Online Orders
- Complete & follow up on User Holds
- 50 to 70 calls handled daily
Customer Support Agent
IQOR
06.2017 - 10.2017
- Handle dissatisfied customers in a polite and professional fashion
- Track and follow-up all customer requests in a timely manner
- Maintain broad knowledge of all company products, services and promotions
- Identify and implement new process plan to improve customer support service
- Manage large volume of customer calls in friendly and courtesy manner
- Provide outstanding and exceptional customer service
- Greet and address customers in a friendly and respectful way
- Maintain procedures and processes for first level problem determination
- Work with product and sales teams to address and resolve customer issues efficiently
- Return customer calls in a timely manner to ensure customer satisfaction
Dispatcher
Greyhound
06.2016 - 04.2017
- Answering an average of 120 calls daily addressing driver inquiries, solving problems and providing dispatch information
- Resolves all operational issues, handles escalated or adverse communications with drivers and or field management
- Directs/guides the dispatch supervisors on a day-to-day basis
- Communicate over the phone frequently with drivers to dispatch trip plans and verify location status
- Handling equipment breakdowns and sending rescue relief
Education
Certified Pharmacy Tech -
Stepful
Dallas, Tx01.2025
Texas Southern University
Houston, TX05.2012
High School -
Lancaster High School
Lancaster, TX06.2006
Skills
- Effective communication
- Claims professional
- Quality scoring
- Claims jurisdiction
- Liability
- Investigating
- Customer Service
- Claim Handling Skills
- Alpha/Numeric Data Entry
- 10-key by touch
- Computer generated customer correspondence
- Microsoft Office 365
- Google Workspace
Certification
CPhT
Timeline
Care Coordinator
Elevance
04.2022 - Current
Patient Care Coordinator – Pulmonary
Alliance Rx Walgreens Prime Therapeutic
11.2017 - 04.2022
Customer Support Agent
IQOR
06.2017 - 10.2017
Dispatcher
Greyhound
06.2016 - 04.2017
High School -
Lancaster High School
Certified Pharmacy Tech -
Stepful
Texas Southern University
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