Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

Audrey Lilly Gayle

PAP Navigator
Ocala,FL

Summary

Dedicated order management specialist with more than a decade of experience expediting, tracking, and optimizing orders. Looking for a position with growth and management opportunities. Authorized to work in the US for any employer

Overview

30
30
years of professional experience

Work History

PAP Navigator

Liviniti / Rx Compass
Natchitoches, LA
11.2022 - Current
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Responded to customer requests for products, services, and company information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
  • Analyzed customer service metrics to identify trends and develop strategies for improvement.
  • Developed feedback system for customers to share their service experience, leading to actionable improvements.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
  • Collaborated with product team to communicate customer feedback, resulting in product enhancements.

Controlled Substance Ordering Specialty III

ASRC Federal
Weston, FL
01.2020 - 09.2022
  • Ensure timely process through which call center problems are controlled and resolved
  • Conduct problem recognition, research, isolation, resolution, and follow-up steps, to resolve any issues
  • Provide guidance/training for less-experienced personnel and shall provide second-tier support to end users for issue resolution
  • Examine system applications, by simulating or recreating user problems to resolve operating difficulties that first tier cannot resolve
  • If unable to resolve, refer issue to management and/or IT technical personnel for restoration
  • Interact with network or software administrators, and/or applications developers to restore service and/or to identify and correct core issues and shall recommend systems modifications to reduce user problems
  • Responsible for answering inbound telephone inquiries, making outbound calls when necessary, processing orders, preparing and processing correspondence, and fulfilling all customer needs to ensure customer satisfaction.
  • Managed over 50 customer calls per day.
  • Perform daily office tasks such as communication with customers, filing, recording, maintaining records, copying, posting, and other similar duties, using computer terminal, and other word processors to accomplish assignments
  • Ensures that confidential documentation is secured in compliance with customer and companies’ policies and procedures
  • Handle telephone calls courteously and efficiently using proper telephone etiquette, including but not limited to following: prepare for incoming calls; speak clearly and properly; listen when taking incoming calls; be sensitive to needs and moods of callers; deal with irate callers; screen calls properly; give accurate information; transfer calls appropriately; take complete and accurate messages; conclude call courteously; handle high volume calls expertly
  • Enter accurate information in Oracle database - Manage customer calls through call queue(s) -
  • Solve problems using information researched and tools available such as specific web browser

Registered Pharmacy Technician III

AETNA CALL CENTER
Plantation, FL
01.2007 - 05.2019
  • High Volume call center and production unit
  • Evaluates and authorizes approval of pharmacy requests from prescriber received by telephone and/ or facsimile using client clinical criteria
  • Determines appropriateness for medications
  • Communicates decision to physicians, physician's office staff, medical management staff, patients, and/or pharmacists
  • May perform clinical research to support request
  • Utilizes various propriety systems to build, research, process and enter requests
  • Performs non-medical research including eligibility verification, COB, and benefits verification
  • Maintains accurate and complete documentation of required information that meets risk management, regulatory, and accreditation requirements
  • Escalates requests to Pharmacist when request requires extensive clinical review or denial
  • Manage over 50 customer calls per day
  • Promotes communication, both internally and externally, to enhance effectiveness of medication therapy management services
  • Protects confidentiality of member information and adheres to company policies regarding confidentiality
  • May communicate with Aetna Case Managers and Health Plan Staff
  • Process requests in compliance with various laws and CMS regulations and company policies and procedures
  • Sedentary work involving significant periods of sitting, talking, hearing, and keying
  • Work requires visual acuity to perform close inspection of written and computer generated documents as well as dual PC monitors.

Sr. Pharmacy Technician

Eckerd Pharmacy
Plantation, FL
01.1995 - 05.2007
  • Preparation of medications for patients
  • Receiving and verifying prescriptions
  • Pricing and filling of prescriptions
  • Obtaining pharmacist's approval
  • Completing patient paperwork related to filling of prescription
  • Assisting with insurance claims processing (usually pharmacist will handle this, but assistant's help will be needed - entire process is done online)
  • Stocking and pricing of medications in inventory
  • Ensuring availability of drugs by delivering them to patients or facilities
  • Maintaining pharmacy's (and its patients' employees') safety by adhering to infection-control procedures, policies and regulations
  • Managed over 50 customer calls per day
  • Increase sales by 10% by assisting customer per day

Account Receivables Specialist

American Pharmaceutical Services
Tucker, GA
01.1997 - 12.1999
  • Posts customer payments by recording cash, checks, and credit card transactions
  • Posts revenues by verifying and entering transactions form lock box and local deposits
  • Updates receivables by totaling unpaid invoices
  • Maintains records by microfilming invoices, debits, and credits
  • Verifies validity of account discrepancies by obtaining and investigating information from sales, trade promotions, customer service departments, and from customers;
  • Resolves valid or authorized deductions by entering adjusting entries
  • Resolves invalid or unauthorized deductions by following pending deductions procedures
  • Resolves collections by examining customer payment plans, payment history, credit line; coordinating
  • Contact with collections department
  • Summarizes receivables by maintaining invoice accounts; coordinating monthly transfer to accounts receivable account; verifying totals; preparing report
  • Protects organization's value by keeping information confidential
  • Updates job knowledge by participating in educational opportunities
  • Accomplishes accounting and organization mission by completing related results as needed.
  • Managed over 50 customer calls per
  • Increase sales by 20%
  • Conducted research, gathered information from multiple sources and presented results
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
  • Developed team communications and information for meetings
  • Proved successful working within tight deadlines and fast-paced atmosphere
  • Carried out day-to-day duties accurately and efficiently
  • Prepared variety of different written communications, reports and documents
  • Contacted clients with past due accounts to formulate payment plans and discuss restructuring options
  • Reviewed accounts on monthly basis to assess aging and pursue collection of funds
  • Compiled and analyzed data for review by senior management of loan loss reports to measure portfolio performance
  • Prepared and mailed invoices to customers, processed payments and documented account updates
  • Prevented impending loss and increased profitability by enforcing scheduled collection campaigns, consistently achieving targeted recovery rate
  • Managed monthly reconciliation schedules for assigned accounts
  • Researched and resolved customer claims related to shortages, discount violations and returns
  • Managed costs and billing and resolved financial discrepancies effectively through organizational management of account information using QuickBooks software
  • Applied more than 25 payments per week

Education

Associate of Science - Pre-Pharmacy

Broward College
Fort Lauderdale, FL
01.2011

Associate of Applied Science - Medical Billing and Coding

City College-Fort Lauderdale
Fort Lauderdale, FL
05.2011

Skills

  • Customer-oriented Telephone etiquette Claims investigation and Research
  • Skilled problem solver Excellent work ethic Exceptional time Management skills
  • MS Windows proficient Claims analysis Medical terminology Knowledge
  • Controlled substances understanding
  • Inventory ordering
  • Specialty in Federal law

Additional Information

  • Sterile compounding , Registered Pharmacy Technician

Timeline

PAP Navigator

Liviniti / Rx Compass
11.2022 - Current

Controlled Substance Ordering Specialty III

ASRC Federal
01.2020 - 09.2022

Registered Pharmacy Technician III

AETNA CALL CENTER
01.2007 - 05.2019

Account Receivables Specialist

American Pharmaceutical Services
01.1997 - 12.1999

Sr. Pharmacy Technician

Eckerd Pharmacy
01.1995 - 05.2007

Associate of Science - Pre-Pharmacy

Broward College

Associate of Applied Science - Medical Billing and Coding

City College-Fort Lauderdale

Similar Profiles

CREATE PROFILE
Audrey Lilly GaylePAP Navigator