ASHLEY SLATTERY
Tampa,FL
Summary
Proactive Call Center professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
20
20
years of professional experience
Work History
Call Center Supervisor
Centene Corporation
11.2021 - Current
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Supervised 19 Pharmacy Technicians in providing excellent customer service to callers requiring assistance for medication reviews and internal insurance issues.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Developed process controls and metrics for daily management of call center.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
- Managed scheduling for agents and product specialists to foster increased productivity.
- Prepared agendas and took notes at meetings to archive proceedings.
- Collaborated with training team to boost product support and certification training initiatives.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Led daily team meetings to review performance, set targets and motivate staff.
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
- Analyzed customer feedback to identify improvement opportunities and develop action plans.
- Implemented innovative service strategies to improve customer experience and engagement.
- Established and oversaw performance targets for call center associates.
- Developed quality employees within call center to take over leadership positions.
- Scheduled call center staff to meet operational needs whilst remaining under budget.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
- Piloted and took point on new projects and developed quality assurance metrics for projects
- Managed the CMS mandated drug safety program.
Pharmacy Technician
Centene Corporation
09.2019 - 11.2021
- Run daily reporting for the staff.
- Assist supervisors with daily reporting and special projects as needed.
- Train new hires and help assist pharmacists with meetings and new hires.
- Take point on the rDUR training and workflow.
- Reskill the team for the dialer for the mid-day tasks and morning workflow.
- Answer incoming calls in the call center for the Healthy living program and transfer as needed.
- Schedule medications reviews with the pharmacists.
- Assist with daily tasks such as mail and obtaining new contact numbers for members.
- Make outgoing calls to provider offices to verify office information and member information for CMS mandated drug safety programs.
- Help train new hires virtually during the COVID-19 crisis
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Cross-trained and provided backup support for organizational leadership.
Billing Specialist
Salhab Pharmacy
04.2019 - 09.2019
- Manage and process new orders
- Answer telephone calls
- Process credit card payments for prescriptions
- Input credit card information for patients in profiles and add new patients in the system
- Call providers offices to obtain prior authorizations
- Print delivery slips and payment receipts.
- Provided excellent customer service, developing and maintaining client relationships.
- Worked with multiple departments to check proper billing information.
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Processed and verified invoices to secure accuracy of billing information.
Billing Clerk
Gulf Pharmacy Services
05.2018 - 04.2019
- Receive and manage phones calls from nurses, Physicians, LTC facilities and patients
- Verified all information is clear and on the prescription to include, name, DOB, Physician, drug and quantity
- Punched prescriptions as they come into a universal inbox to ensure timely dispensing of medication
- Reviewed and edited insurance claims for billing and researched any rejections
- Collaborated with Insurance Companies to verify insured persons, copays, and coverage
- Went on monthly cycle exchanges to assisted living facilities to exchange medications
- Handle monthly AR accounts for facilities and patients and post payments.
- Answered telephones and provided information about order status, store hours and pharmacy procedures.
- Assisted pharmacy staff with preparing medications and filling orders.
- Counted and labeled prescriptions with correct item and quantity.
- Updated computer system with current customer, payment and inventory information.
- Trained new pharmacy staff on computer system and drug management protocols.
- Supported operations with filing, copying and faxing.
- Organized client information into correct profiles while maintaining confidentiality.
- Tracked pharmacy inventory and reported medication numbers to lead pharmacists.
- Prepared bills for clients and submitted required paperwork to insurance companies.
Pharmacy Tech/Accounts
NovoPharm of Tampa
04.2017 - 05.2018
- Receive and manage phones calls from nurses, Physicians, LTC facilities and patients
- Verified all information is clear and on the prescription to include, name, DOB, Physician, drug and quantity
- Punched prescriptions as they come into a universal inbox to ensure timely dispensing of medication
- Reviewed and edited insurance claims for billing and researched any rejections
- Collaborated with Insurance Companies to verify insured persons, copays, and coverage
- Went on monthly cycle exchanges to assisted living facilities to exchange medications
- Handle monthly AR accounts for facilities and patients and post payments.
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems, and locating items.
- Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality.
- Resolved third-party billing, computer system and customer service issues.
- Set up and modified patient profiles to include current medications and insurance details.
- Managed opening and closing duties for pharmacy.
- Coordinated with physicians and insurance agency representatives for speedy resolution of prescription discrepancies.
Pharmacy Technician Supervisor
OMNICARE OF CHESTNUT RIDGE
01.2015 - 04.2017
- Oversee technicians to include training, performance improvement and disciplinary actions
- Manage workflow by meeting weekly with Pharmacists to ensure team is hitting 99% accuracy with 28 scripts/hour
- Manage weekly error reports in Excel resulting in proper dispensing procedures
- Manage clozapine/REMS program by monitoring blood draw results to meet federal guidelines for dispensing
- Receive and manage phones calls from nurses, Physicians, LTC facilities and patients
- Enter orders as they come into sorted inbox and clarify missing information on prescriptions with facility and Physician offices.
- Supervised 10 pharmacy technicians and coordinated day-to-day assignments.
- Trained pharmacy interns and newly hired pharmacy technicians.
- Designed and introduced leadership development, coaching and team management model, resulting in promotion of employees into increased levels of responsibility.
- Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
Pharmacy Technician
CVS PHARMACY
01.2010 - 01.2016
- Addressed and assisted the customer with phone consultations, inquiries, and follow up on issues
- Collaborated with Insurance Companies to verify insured persons, copays, and coverage
- Oversaw pharmacy inventory, for stock, allergic reactions, and interactions
- Managed daily log of activities and transactions by organization of proper paperwork, alphabetizing labels, and efficiency grouping common register transactions
- Managed overall maintenance to include cycle counts, par levels, and ordering.
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
- Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality.
- Performed various pharmacy operational activities with strong commitment to accuracy, efficiency, and service quality.
- Maintained proper drug storage procedures, registries, and records for controlled drugs.
- Resolved third-party billing, computer system and customer service issues.
- Managed opening and closing duties for pharmacy.
Order Entry Technician
Omnicare, A CVS Health
01.2014 - 01.2015
- Verified all information is clear and on the prescription to include, name, DOB, Physician, drug and quantity.
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Entered and processed patients' prescriptions into internal system.
- Communicated with patients to collect information about prescriptions and medical conditions or arrange consultations with pharmacists.
- Managed opening and closing duties for pharmacy.
- Helped pharmacist clear problematic prescriptions and address customer questions to keep pharmacy efficient.
Data Entry Technician
HUDSON REGIONAL LTC PHARMACY
01.2013 - 01.2014
- Punched prescriptions as they come into a universal inbox to ensure timely dispensing of medication
- Coded each individual for the long term care facility in which they reside
- Reviewed and edited insurance claims for billing and researched any rejections
- Received house stock orders from nurses and long term care facilities for facilities supplies
- Prepackaged drugs and maintain inventory ensuring par levels.
- Checked for accuracy by verifying data and records.
- Updated and maintained customer information, documents and records.
- Managed and organized documents for data entry tasks.
- Preserved customer confidence and protected operations by keeping information confidential.
- Followed data entry protocols, rules and regulations.
File Clerk
GATEWAY AREA MEDICAL CENTER
01.2004 - 01.2006
- Oversaw maintenance of files and organizational materials to include copying, filing and configuration
- Conducted general office errand and assisted in office daily operations.
- Maintained physical and computer-based filing systems.
- Assisted with document scanning and imaging projects to support accurate file back-up.
- Examined, categorized, and sorted incoming documents.
- Created, implemented and monitored filing systems for easy retrieval of records.
Education
Associate of a Science Degree - Equine Science and Management
MORRISVILLE STATE COLLEGE
Skills
- Process Updates
- User Experience
- Training Delivery
- Brand Awareness
- Escalation Management
- Handling Complaints
- Customer Care
- Corrective Actions
- Meeting Coordination and Support
- Employee Motivation
- Team-Building Exercises
- Quality Control Optimization
- Professional Relationships
- Project Planning
- Performance Tracking and Evaluations
- KPI Tracking
- Disciplinary Action
- Key Performance Indicators (KPIs)
- Document Management
- Employee Engagement
- Microsoft Office
- Workflow Processes
- Annual Performance Reviews
- Leadership and Change Management
- Quality Assurance
- Team Coaching
- Productivity Benchmarks
- Training Coordination
- Performance Improvement
- Benchmark Setting
- Technical Support
Timeline
Call Center Supervisor
Centene Corporation
11.2021 - Current
Pharmacy Technician
Centene Corporation
09.2019 - 11.2021
Billing Specialist
Salhab Pharmacy
04.2019 - 09.2019
Billing Clerk
Gulf Pharmacy Services
05.2018 - 04.2019
Pharmacy Tech/Accounts
NovoPharm of Tampa
04.2017 - 05.2018
Pharmacy Technician Supervisor
OMNICARE OF CHESTNUT RIDGE
01.2015 - 04.2017
Order Entry Technician
Omnicare, A CVS Health
01.2014 - 01.2015
Data Entry Technician
HUDSON REGIONAL LTC PHARMACY
01.2013 - 01.2014
Pharmacy Technician
CVS PHARMACY
01.2010 - 01.2016
File Clerk
GATEWAY AREA MEDICAL CENTER
01.2004 - 01.2006
Associate of a Science Degree - Equine Science and Management
MORRISVILLE STATE COLLEGE