Ashley Bell
Lakeland,FL
Summary
Skilled Manager of Retail Pharmacy Support Services with 17 years of experience in the pharmacy industry. Committed to maintaining beneficial relationships with pharmacies and providers by providing premiere customer service and promptly responding to request.
Overview
5
5
years of professional experience
Work History
Manager of Retail Pharmacy Support Services
Publix Super Markets Inc
01.2022 - Current
- Increased team productivity by implementing streamlined processes and effective communication strategies.
- Manage approximately 400 plus incoming calls, and emails per day from retail pharmacies.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Determining appropriate staffing needs and recruiting, hiring, training, and managing top talent for Support Specialist and Lead Support Specialist positions.
- Maintaining appropriate knowledge levels to serve as subject matter expert (SME) to resolve escalated tickets or triage to other business areas as needed.
- Providing performance reporting from Avaya Performance Center, and Service Now for team performance monitoring, department reporting to leadership, and identifying opportunities for improvement in billing practices.
- Overseeing implementation of ~300 system edits through collaboration with external vendors as well as making internal system updates in Digital Decision Tree, to ensure optimal third-party billing and compliance.
- Performing testing and QA (quality assurance) to ensure proper performance before release of new edits or processes and procedures.
- Identifying and responding to trends that need immediate attention due to impact to efficiency and effectiveness of Pharmacy Support Desk.
- Developing chain-wide pharmacy communication and procedure guides to support education of personnel for applicable processes.
Third Party Billing Analyst
Publix Super Markets Inc
06.2019 - 01.2022
- Identify system, procedural, and operational opportunities to improve third-party profitability and processing efficiency.
- Assist with creating and updating Pub Edits.
- Resolve complex billing issues escalated from Pharmacy Support Desk.
- Assist with creating and maintaining retail pharmacy system (EnterpriseRx) plan billing parameters, to ensure claims are submitted correctly to reduce overall risk.
- Analyze AR and Change Health Care reports, to resolve billing errors.
- Analyze negative gross profit reports.
- Assist with NCPDP standard electronic code list (ECL) to ensure third-party communication complies with NCPDP standards.
- Establish relationship with vendors (Relay Health, Change Health Care, Inmar).
Education
Bachelor of Arts - Business Administration And Management
Polk State College
Lakeland01.2026
Associate of Arts - Liberal Arts And Sciences
Polk State College
Lakeland07.2022
Skills
- Excellent verbal and written communication skills
- Problem Solving
- Self Motivated
- Action Oriented
- Faster learner
- Highly dependable
- Excellent attention to detail
- Conflict resolution
- EnterpriseRx, Service Now, Relay Health Edit Manager, Optum Insight and Digital Decision Tree
- Microsoft Word, Excel, and Access
Timeline
Manager of Retail Pharmacy Support Services
Publix Super Markets Inc
01.2022 - Current
Third Party Billing Analyst
Publix Super Markets Inc
06.2019 - 01.2022
Bachelor of Arts - Business Administration And Management
Polk State College
Associate of Arts - Liberal Arts And Sciences
Polk State College