Annette Spurlock
Buffalo,NY
Summary
I have worked in customer care and supportive roles in pharmacy, finance and retail for 10 plus years, ensuring customer satisfaction and striving for one call resolution
Overview
12
12
years of professional experience
Work History
Billing Specialist
Saveon SP
2023.03 - Current
- Safeguard business objectives by demonstrating sound judgment in approving or denying claims in alignment with corporate quality care standards
- Audit member information including validating medication payment and copay assistance eligibility
- Resolve patient billing issues by partnering with pharmacies to clarify communication.
Patient Service Representative
SaveonSP
2020.10 - Current
- Ensured proper medication copay assistance enrollment by fielding inbound and outbound member calls to resolve inquiries
- Enabled timely prescription shipping by partnering with specialty pharmacies to resolve member claims
- Maximized member satisfaction with accurate data entry to maintain account information.
Customer Care Representative
OnTrac, Inc.
2019.04 - 2019.10
- Delivered quality customer service from meticulous data entry capturing mission-critical demographic information to accurately processing inbound phone calls for frontline operations
- Educated callers regarding benefits and best practices of insurance coverage and core product lines
- Maintained member satisfaction by ensuring transfer to the appropriate department, following up on inquiries to verify resolution, and delivering timely responses about products and services.
Captioning Agent
Caption Call
2017.06 - 2018.06
- Verified caption accuracy of calls by leveraging technical expertise to navigate a computer system
- Processed incoming client calls on time, earning customer satisfaction rating
- Navigated information systems in a fast-paced environment to effectively analyze and resolve situations.
Care giver
2016.03 - 2017.04
- During this time I was not employed due to caring for my mother out of state during a time of severe illness.
Collections Specialist
Target Corporate Services
2014.01 - 2015.11
- Verified 100% compliance with corporate collections procedures during the processing of incoming and outcome customer calls, increasing payment opportunities
- Empowered account management with accurate data entry that enabled tracking of customer activities
- Enabled timely payments and refunds by researching billing inquiries and claims.
Customer Service Representative
CVS Caremark
2013.01 - 2014.12
- Delivered prior authorization guidance and appeal assistance to ensure brand loyalty through customer satisfaction and retention ratings
- Addressed patient concerns while serving as a communications liaison with departments
- Leveraged computer system expertise to research, write up, and resolve customer inquiries.
Education
High School Diploma - General Studies
Skills
- Escalation Management
- Medical Coding
- Medical Terminology
- Customer Service
- Data Entry
- Technical Support
- Time Management
- Upselling
- Medical Billing
- Account Management
- Inside Sales
- Technologies Microsoft Office (Word, Excel)
- Cold Calling
- Salesforce CRM
Timeline
Billing Specialist - Saveon SP
2023.03 - Current
Patient Service Representative - SaveonSP
2020.10 - Current
Customer Care Representative - OnTrac, Inc.
2019.04 - 2019.10
Captioning Agent - Caption Call
2017.06 - 2018.06
Care giver -
2016.03 - 2017.04
Collections Specialist - Target Corporate Services
2014.01 - 2015.11
Customer Service Representative - CVS Caremark
2013.01 - 2014.12
Lackawanna High School - High School Diploma, General Studies