Antoinette Lawson Jenkins
Pharmacy
Orlando,FL
Summary
To secure a challenging position in a growth oriented, esteemed organization that will utilize my knowledge to drive excellent customer service. Diligent Caregiver focused on providing optimal support to clients through personalized assistance and care required to manage diverse medical conditions. Proficient in organizing medications, doctor appointments and personal activities. Caring, organized and friendly with excellent interpersonal skills.
Overview
16
16
years of professional experience
Work History
Care Manager
IQVIA
10.2022 - Current
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Educated clients and families on community resources, treatment options and health care services to better manage conditions.
- Assessed clients and developed plans to meet needs.
- Developed strong rapport with patients and families through empathetic listening and compassionate communication techniques.
- Provided crisis intervention services when necessary by assessing risk levels promptly addressing safety concerns collaboratively with the treatment team.
- Established and maintained relationships with clients, families and community partners to coordinate services to meet client's needs.
- Managed complex caseloads, ensuring timely assessment, intervention, and documentation for optimal care outcomes.
- Communicated with healthcare providers to facilitate continuity of care.
- Maintained detailed records in compliance with agency standards and regulations.
- Participated in team meetings and trainings to stay updated on best practices and new developments in care management.
- Served as a liaison between patients, families, physicians, insurance providers, and other healthcare professionals for seamless care coordination efforts.
- Maintained strict adherence to professional ethics and confidentiality guidelines, safeguarding sensitive information and promoting trust.
- Responded to emergency situations and provided support to promote client safety and wellbeing.
- Utilized electronic health records systems proficiently for efficient documentation of clinical information according to regulatory standards.
Member Services Representative
Catamaran RX
08.2013 - Current
- Handle customer service inquiries from members, Pharmacy providers, physicians and internal and external clients related to pharmacy benefits
- Work to research and resolve problems in a timely manner
- Assist members in understanding and maximizing the use of their pharmacy distribution program
- Use computerized system to gather information and respond to questions
- Document issues and resolutions in a common database
- Escalate issues as necessary.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Verified customer identification and documentation for compliant transactions.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Promoted a positive work environment by fostering open communication between colleagues and supervisors.
Patient Care Advocate
Accredo & Express Scripts
10.2010 - 10.2013
- Handle customer service inquiries from members, providers, physicians and internal and external clients related to pharmacy benefits
- Work to research and resolve problems in a timely manner
- Assist members in understanding and maximizing the use of their pharmacy distribution program
- Use computerized system to gather information and respond to questions
- Document issues and resolutions in a common database
- Escalate issues as necessary.
- Developed strong relationships with local pharmacies to expedite prescription refills and prevent gaps in medication therapy.
- Demonstrated empathy toward diverse patient populations, building trust through compassionate interactions.
- Resolved problems with communication and billing to foster seamless services.
- Coordinated referrals to specialists, facilitating seamless continuity of care for patients with complex needs.
- Managed effective communication between patients and providers by serving as a liaison for questions or concerns.
- Provided emotional support to patients and families, fostering a positive atmosphere during challenging situations.
- Evaluated effectiveness of current strategies with interdisciplinary team and utilized recommendations to make permanent improvements to care standards.
- Stayed calm under pressure to and successfully dealt with difficult situations.
Career Specialist
Soft Rock
06.2013 - 10.2013
- Currently serve as a representative of Gigats - a national job matching service that utilizes revolutionary SoftRock technology to match job seekers with employers
- Create applicant profiles by reviewing the job seeker's area of interest, experience level and educational background while displaying excellent communication skills and data entry to quickly evaluate candidates and determine their best career options.
- Organized successful job fairs that connected employers with skilled candidates seeking new opportunities.
- Established strong relationships with local organizations to create a network of resources for client referrals and support services.
- Managed a caseload of clients from various industries, providing timely support throughout their job search journey.
- Promoted a positive work environment by fostering teamwork among staff members while driving continuous improvement initiatives.
Customer Service Professional
Gozan Corp
10.2011 - 06.2013
- Custer service professional
- Marriott account member's skill 5-skill19 handle travel reservations, car & air travel
- VIP- concierge member services, handled Platinum, hold & basic credit card renewals and dining & leisure discounts
- International & domestic travel.
- Assisted customers by answering questions and responding to inquiries.
- Consistently met performance metrics by setting personal goals and seeking feedback from supervisors for continuous improvement.
- Delivered exceptional support during peak periods, effectively managing high call volumes without compromising service quality.
- Implemented best practices in complaint handling, reducing escalations and ensuring prompt problem resolution.
- Balanced competing priorities under pressure by effectively multitasking while remaining focused on delivering exceptional customer support.
11th Grade Student Advocate
Harlem Children Zone
12.2011 - 12.2012
- Promote academic, social, and personal success for 25-30 students
- Schedule school visits, met with guidance counselors and teachers
- Organized weekly advisement/counseling sessions with students
- Developed curriculum and wrote lesson plans for career and college prep workshops and seminars
- Maintained student files and drafted case notes to document student progress.
Assistant Teacher/Registrar
Innovations Middle School
08.2010 - 12.2011
- Managed office admissions and records for Innovations Middle Charter School student body
- Monitored and reported changes in enrollment to Orange County Public Schools to determine the level of school funding
- Provided database management for admissions
- Advised students regarding academic options
- Prepared lesson plans and classrooms for teaching and learning activities
- Administered, prepared and conducted tests and assignments
- Maintained accurate and complete student records as required by laws, district policies, and administrative regulations
- Provided documentation of students referred to alternative programs based on student's history files
- Mentored at-risk students on social and behavioral issues
- Provided crisis intervention to students when difficult situations occurred at school.
Assistant Teacher/School Bus Driver
Summit Charter School
08.2008 - 08.2010
- Elevated special needs pupils to grade level curriculum
- Created a positive learning environment where children developed core skills and personal confidence
- Contributed toward raising behavioral standards
- Responsibilities included teaching English Reading class, Extensive Reading, Social Studies and transporting students.
Education
A.S. - General Studies
Columbia College
Columbia, Missouri12.2009
Skills
- Ability to analyze and synthesize situations
- Strong Organizational skills
- Detail Oriented
- Care Planning
- Clinical Documentation
- Policy Adherence
- Resource Utilization
- Workflow Coordination
Projects
Women of Class, Orlando, FL, Active member and officer Women's health and Entrepreneurship Derby Expo, 09/01/12 Walk against breast cancer, 10/01/12 Advocate Against Domestic Violence, 11/01/12
Relevanttraining
- E Care customer service training
- Learning Management Systems (LMS)
- MCM Training with RSO Certification
- Pharmacy Benefit Management
- Rx Homes, ESD, Citrixs, Medic, Ceres, Drug scheduling guide, Macros for on demand task
Timeline
Care Manager
IQVIA
10.2022 - Current
Member Services Representative
Catamaran RX
08.2013 - Current
Career Specialist
Soft Rock
06.2013 - 10.2013
11th Grade Student Advocate
Harlem Children Zone
12.2011 - 12.2012
Customer Service Professional
Gozan Corp
10.2011 - 06.2013
Patient Care Advocate
Accredo & Express Scripts
10.2010 - 10.2013
Assistant Teacher/Registrar
Innovations Middle School
08.2010 - 12.2011
Assistant Teacher/School Bus Driver
Summit Charter School
08.2008 - 08.2010
A.S. - General Studies
Columbia College