Anna Ramsay

(Contract) PC REQ 5622—assignment ended due to insufficient workload available.

• Kept projects on schedule by managing deadlines and adjusting workflows.
• Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
• Liaised between departments to facilitate communication and keep appropriate parties updated on project developments.
• Managed competing demands and professionally adapted to frequent change, delays and unexpected events.
• Reviewed documentation reports for compliance with SLAs and legislation to troubleshoot quality control issues for client services.
• Problem solving through data analysis, reviewing reports for cause and reaction, and developing policy based on analysis results.

• Contract work/small jobs
• Worked with FedEx - seasonal jobs

• Serve as lead point of contact for all customer support matters (inbound and outbound support via phone, email, chat, and text)
• Build relationships with pharmacies, courier companies, and pharmacies. Collaborate with leadership to identify and expand opportunities in territory.
• Strengthen client relationships and corporate accounts by being fully engage and main point of contact
• Track key account metrics (e.g., daily deliveries, volume fluctuations, etc.) and maintain team performance and evaluates criteria and metrics
• Complete daily reconciliations of orders with our courier partners
• Ensure that engagement practices scope of business, activities and ways of working are known and aligned between different stakeholders
• Set priorities and problem-solved workflow issues to maintain rapport with customers and managers

• Provide phone, email, and chat support for system or content issues, addressing and escalating as needed. Record interactions in CRM system.
• Coordinate closely with Finance to develop /manage annual budget timeline and develop executive leadership readouts as to performance
• Identify and document resolution to reoccurring inquiries
• Participate in projects and as well as process improvement initiatives
• Provide general reports to management as requested
• Participate in product testing and review as required; cross-train on other products and systems
• Secure and keep confidential product and customer data; created reporting process for core KPIs specific to team.
• Completed and filed returns with tax departments at local, state, and federal levels

• Provide exceptional end-to-end service for customers and doctors via four channels of communications (phone, text message, email, and chat)
• Master internal systems including development of pharmacy and pharmacy insurance knowledge
• Navigate complex pharmacy issues, such as prescription refills, transfers, prior authorizations managing day to day courier and pharmacy operations and more
• Partner with Product Development, Sales, and Marketing teams to ensure each experience is fast, friendly, and effortless
• Cultivated customer loyalty, prompted repeat customers, and improved customer relations
• Other administrative/clerical duties as needed.

• Ensure timely and thoughtful communication with referral source, physician, and patient for coordinating services and equipment as per prescribed start of care or discharge dates.
• Adheres to out-of-network qualification standards to align pricing with CareCentrix client reimbursement when working with Providers outside of CareCentrix network.
• Requires dynamic ability to prioritize multiple times throughout day, as well as excellence in time management
• Demonstrate critical thinking skills and utilize appropriate documentation to ensure URAC core and HUM metric standards are met
• Proficient in computer-based environment with excellent communication, problem-solving skills, and strong values of accountability, consistency, and engagement.

• Perform administrative and accounting tasks including research, billing support, accounts receivables, logs, reports, supply maintenance, customer billing, claims and insurance handling.
• Instrumental logistics and billing coordinator for rental business for Atlanta’s 2nd busiest airport; PDK Airport (5+ FBOs - $334,000 Annually)
• Monitoring and managing customer transactions for timely and accurate resolution, and overseeing associate productivity and customer service levels for quality and satisfaction.
• Identifies and resolve/analyzes all customer issues and provides guidance in timely manner.
• Managed and oversaw daily logistics and operations of branches; workforce management, budgeting and forecasting
• Developed new relationships and maintained current relationships with customers, corporate contracts with different vendors, and clients