April Flora
Jeffersonville,IN
Summary
Efficient and dedicated customer service supervisor with over 15 years of experience in healthcare and administrative roles. Proven expertise in managing patient cases, processing enrollments, and enhancing customer satisfaction through effective communication. Demonstrated leadership as a team lead and supervisor, driving operational success and mentoring staff. Skilled in data entry and case management, consistently achieving high levels of client engagement and support.
Overview
18
18
years of professional experience
Work History
Case Manager II
PharmaCord
04.2023 - Current
- Inbound/outbound calls to patients and healthcare providers
- Manage my assigned territory by processing each case until the case is approved/denied, and notifying each patient, and healthcare providers of the outcome
- Managed incoming phone calls from patients or healthcare providers seeking information about our programs or requesting prescription refills
- Ensured compliance with HIPAA regulations by maintaining confidentiality of patient information during all interactions.
Customer Service Supervisor Healthcare Pharmacy
Chewy
04.2022 - 04.2023
- Take inbound calls to help customers get their pets medication shipped
- Contact veterinarians to get prescriptions after an order is placed
- Maintained a high level of attention to detail while inputting medication orders and dosage instructions
- Managed a large volume of incoming prescriptions daily, prioritizing tasks based on urgency and patient needs
- Maintained strict confidentiality when handling sensitive patient information in compliance with HIPAA regulation
Membership Specialist/ Administrative Assistant
Absolute Overhead Door Service
01.2022 - 04.2022
- Make outbound calls to members or potential members to sell/renew memberships.
- Explaining the value of a membership and mail out marketing material.
- Assist around the office as needed.
- Make trips to the post office to mail out marketing material.
Team lead/Apprentice Optician
LensCrafters
10.2020 - 01.2022
- Performed accurate measurements of patients' eyes
- Prepared and dispensed eyeglasses, or contact lenses
- Ensured proper fitting of eyewear by adjusting frames, nose pads, and temple arms
- Assumed managerial responsibilities in the absence of the manager, overseeing all aspects of operations
- Resolved customer complaints or concerns promptly, ensuring high levels of customer service at all times
- Managed cash handling procedures, including opening/closing registers, preparing deposits, and reconciling discrepancies.
Field Sales Representative
Skyline Security Management
02.2018 - 03.2020
- Canvas residential areas knock on doors and speak to potential new customers, explain equipment and service terms, qualify, and set up new accounts.
- Conduct welcome calls and schedule installation, as well as recruit new sales associates to train and coach to be successful.
Store Manager
Check Into Cash
05.2017 - 02.2018
- Oversaw all aspects of store operations, including sales, customer service, inventory management, and staff supervision
- Provided training and guidance to new loan processing team members, contributing to the development of a knowledgeable and cohesive team
- Prepared and submitted loan files to underwriting for final approval, following established guidelines and procedures
Staffing Specialist
NESCO Resource Staffing
01.2016 - 05.2017
- Developed and implemented effective recruitment strategies to attract top talent for various positions
- Built strong relationships with hiring managers to understand their staffing needs and provide timely solutions
- Conducted thorough interviews to assess candidate qualifications, skills, and cultural fit within the organization
Assistant Store Manager/Sales Manager
Rent-A-Center
02.2015 - 01.2016
- Assisted store manager in opening store in daily operations
- Set up the Sales floor by placing furniture in a home-like setting.
- Assist customers to pick out household furniture, TVs, stereos, and appliances.
- Call references and verify employment to process the rent to own application.
- Set up delivery
- Make payment reminder calls and process payments.
- Make marketing calls to customers.
Assistant Regional Manager
BLUEJAY WIRELESS
06.2013 - 02.2015
- Assist the Regional Manager in the hiring process, train, and coach employees, send employees out to location to set up
- Make rounds to visit employees
- Distribute inventory as needed, provide support and supplies to each employee
- Report daily and weekly goals, collect number of sales, report total number of sales to regional and corporate.
- Push production with incentives.
- Help employees meet or exceed goals.
Housekeeping Supervisor
Self employed
10.2011 - 06.2013
- Pick up the crew, travel to each home that was scheduled to clean for the day
- Provide white glove cleaning service.
- Clean all corners from the ceiling to the floor as well as all baseboards in every room also would change sheets and make all the beds in the house.
CSR - Customer Service Representative
RXCrossroads Pharmacy
09.2007 - 10.2011
- Handled all inbound/outbound calls.
- Created new patient files.
- Place the order for refills, My entering the data in our system and sending it to the next stage.
- Contact healthcare providers and the patient to make sure medication was received in a timely manner.
Education
Certification in Nursing Assistant -
Louisville CNA School
Louisville, KY09.2005
Skills
- Communication skills
- Problem-solving
- Customer service
- Microsoft outlook, word, and Excel
- Customer focused
- Decision-making
- Excellent time management skills
- Training and mentoring
Personal Information
- Willing To Relocate: Anywhere
- Authorized To Work: US for any employer
Timeline
Case Manager II
PharmaCord
04.2023 - Current
Customer Service Supervisor Healthcare Pharmacy
Chewy
04.2022 - 04.2023
Membership Specialist/ Administrative Assistant
Absolute Overhead Door Service
01.2022 - 04.2022
Team lead/Apprentice Optician
LensCrafters
10.2020 - 01.2022
Field Sales Representative
Skyline Security Management
02.2018 - 03.2020
Store Manager
Check Into Cash
05.2017 - 02.2018
Staffing Specialist
NESCO Resource Staffing
01.2016 - 05.2017
Assistant Store Manager/Sales Manager
Rent-A-Center
02.2015 - 01.2016
Assistant Regional Manager
BLUEJAY WIRELESS
06.2013 - 02.2015
Housekeeping Supervisor
Self employed
10.2011 - 06.2013
CSR - Customer Service Representative
RXCrossroads Pharmacy
09.2007 - 10.2011
Certification in Nursing Assistant -
Louisville CNA School
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