Ayanna King
Spring Lake,NC
Summary
Clinical engagement center specialist with 6+ years of experience in customer care. Skilled in communication, empathy, and problem-solving. Able to effectively resolve customer issues and provide excellent service. Strong attention to detail and ability to work in a fast-paced environment. A leader with a strong ability to adapt and be attentive to details.
Overview
5
5
years of professional experience
Work History
REMS Specialist
Syneos Health
03.2022 - Current
- Complete follow-up for missing/updated information from stakeholders (patients, healthcare providers, pharmacies, etc.), including data entry processing, documentation, and safety reporting per program guidelines.
- Ensure document/data processing, data corrections and all communication are documented accurately, concisely and in a timely manner.
- Answer incoming calls in professional manner following client guidelines and business rules
- Perform outgoing calls in professional manner following client guidelines and business rules.
- Identify any areas that are potentially troublesome and follow up with the stakeholder to ensure that issue is resolved.
- Manage calls in a professional, systematic and organized manner
- Respond to stakeholder inquiries and provide education or information.
- Conduct pre and post call analysis of calls.
- Maintain a working knowledge of program guidelines, product or disease state information for the assigned program(s).
- Trained upcoming engagement center agents on the task list process
- Able to troubleshoot IT/ technical inquiries
- Assisted leadership with delegating tasks to other agents
- Provided education to stakeholders to ensure patient safety
- Led team group meetings to discuss ways to improve agent due diligence.
Virtual Personal Assistant
Go Squared Away
01.2020 - 10.2021
- Maintain a high level of confidentiality in handling sensitive information and communications
- Managing and updating calendar and scheduling appointments for the employer, ensuring efficient time management and prioritization of tasks
- Assisting with travel arrangements for business trips, including booking flights, hotels, and transportation, and providing detailed itineraries to ensure smooth travel experiences for the employer
- Monitoring and responding to emails and virtual messages in a timely manner, prioritizing urgent matters and ensuring efficient communication flow
- Researching and preparing presentations, reports, and documents for meetings and conferences, ensuring accurate and up-to-date information is presented in a professional manner
- Collaborate with the employer to develop and implement strategies for efficient time management and prioritize tasks based on business priorities and goals.
Travel & Clinical Coordinator
Aloha Care
08.2019 - 09.2021
- Responded to patients' questions, issues, and complaints and found appropriate solutions when needed
- Maintained operational proficiency in coordinating medical travel accommodations for patients, arranging for airfare as well as hotel and rental car reservations
- Incorporated medical terminology skills (including CPT and ICD-10 codes) to determine the need for each patient's medical request and provide accurate data entry
- Create and maintain a database of preferred travel agencies and vendors to ensure efficient and cost-effective coordination of travel arrangements for patients and healthcare providers
- Coordinate communication between medical providers, patients, and travel agencies to ensure timely and accurate travel arrangements
- Assist in the development and implementation of training programs for new Travel & Clinical Coordinators to ensure consistent and efficient coordination of travel arrangements for patients.
Education
Bachelor of Science -
University of Mount Olive
08.2018
Skills
- Client Engagement
- Time Management
- Communication
- Customer Service
- Innovation
- Administrative Support
- Client Advocacy
- Project Management
- Scheduling
- Detail Oriented
- Conflict Resolution
- Leadership
Personal Information
Title: ENGAGEMENT CENTER SPECIALIST
Timeline
REMS Specialist
Syneos Health
03.2022 - Current
Virtual Personal Assistant
Go Squared Away
01.2020 - 10.2021
Travel & Clinical Coordinator
Aloha Care
08.2019 - 09.2021
Bachelor of Science -
University of Mount Olive