Ashlea Rectenwal
South Bend,United States Of America
Summary
Knowledgeable individual successful at working in both team-based and self-directed capacities. Driven to maintain smooth operations through knowledgeable and skilled support. Experienced in major medical and pharmacy insurance benefits. Highly organized and detail-oriented with great multitasking and task prioritization skills. Known for creative thinking geared towards improving program accuracy and efficiency.
Overview
6
6
years of professional experience
Work History
Program Associate
Fortrea (Formerly Labcorp)
Greenfield, United States of America
07.2020 - 08.2024
- A Program Associate is expected to support the staff, program(s) and the Supervisor
- Provide agent training and coaching
- Stay current on the program’s latest procedures to ensure all training materials and reference guides remain in compliance
- Ensure that program training, quality, and audit requirements stay in compliance
- Responsible for leading training sessions for staff within assigned program and assisting in delivering training focused on the program’s available service offerings, standard operating procedures, and software systems if needed
- Responsible for monitoring new agent performance
- Serve as an ongoing coach and mentor once agent trainings have been completed
- Support Supervisors and the Program Manager, Service Delivery by listening to agent calls to assess customer service levels on program(s) and provide feedback
- Identify and escalate program trends based on the questions commonly received
- Contribute to recommendations to address issues as necessary
- Manage program call escalations, listen to customers, identify solutions, and follow through on next steps, as needed
- Prepare and interpret standard monthly and ad hoc reports for the program(s)
- Identify and communicate trends and noticeable issues to Supervisor regularly
- Proactively identify opportunities for program process and performance improvement
- Coordinate with Supervisor and Program Manager, Service Delivery to assess and implement changes, if necessary
- Thoroughly understand program processes to serve as the team lead/subject matter expert
- Lend technical expertise when needed
- Collaborate with client and/or client management when needed
- Maintain a thorough understanding of Major Medical and/or Pharmacy benefits
Program Specialist
Fortrea (formerly Labcorp)
Greenfield, United States of America
05.2018 - 06.2020
- Quickly and efficiently respond to incoming calls and faxes
- Identify how best to assist
- Document calls in appropriate tracking systems
- Handle/escalate calls per established procedures
- Conduct insurance verifications to understand if patient’s prescribed therapy is eligible for coverage
- Possibly coordinate prior authorizations, investigate alternative insurance coverage, or other funding sources on behalf of the patients per the program specifications
- Process patient applications of various complexities, and follow the programs specifications to determine their eligibility
- Place follow up calls and respond to enquiries from patients and/or healthcare providers as necessary
- Liaise with partner distributors and pharmaceutical manufacturers to request products per the program’s guidelines and track shipments
- Coordinate the order and transfer of prescriptions based on their degrees of urgency to specialty pharmacies as appropriate
- Be familiar with the market place and the insurance options available for patients
- Educate patients on the available options as appropriate
- Assist with training new team members by shadowing/reverse shadowing them and serving as a data checker by reviewing data entered in the program’s tracking system
- Maintain a professional, calm and friendly demeanor
- Express thoughts and instructions clearly in both verbal and written communication
- Use grammatically correct and concise language.
Education
Diploma - Core 40
James Whitcomb Riley High School
South Bend, Indiana05.2008
Skills
- Staff Support
- Creative Problem-Solving
- Data Entry
- Insurance Research (Major Medical and Prescription)
- Remote Working Experience
- Attention to Detail
- Organizational Skills
- Team Collaboration
- Strong Problem Solver
Therapeutic Experience
- Hepatitis C
- Multiple Sclerosis
- Crohn’s Disease
- Alzheimer’s Disease
Systems Experience
Microsoft Office Suite
SalesForce
Siebel
Awards
- Employee of the Quarter – Q3 2021
- Amazing Associate – November 2022
Timeline
Program Associate
Fortrea (Formerly Labcorp)
07.2020 - 08.2024
Program Specialist
Fortrea (formerly Labcorp)
05.2018 - 06.2020
Diploma - Core 40
James Whitcomb Riley High School