Benjamin Calkins
Northglenn,CO
Summary
To obtain a leadership role within Member Services with the opportunity for growth. Dedicated Member Service professional with knowledge of service delivery and proven multitasking abilities. Reliable, Great Attention to detail. Committed to maintaining professional relationships to increase member satisfaction and retain and increase membership all while modeling the Value Compass.
Overview
18
18
years of professional experience
7
7
years of post-secondary education
Work History
Customer Service Representative Tier 1 and Tier 2
Kaiser Permanente
Denver, CO
01.2020 - Current
- Answered inbound calls from wide range of members
- Managed Continuous delivery of top quality membership support with meeting or exceeding Quality Standards every month.
- Running Team Huddles, Creating Powerpoint presentations, Flow sheets for processes, submitting suggestions for CSIR easing processes and increasing knowledge
- Complex problems accessed in an efficient, pleasant, patient focused manner.
- Assist with side-by-sides to coach and develop agents on a diverse range of standards that support the mission, vision and objectives of multiple business units.
- Resolved concerns with processes,benefits,and appropriate information to help with retention of members.
- Promoted to Tier 2 January 2021
Certified Pharmacy Technician
Kaiser Permanente
Aurora , CO
07.2014 - 01.2020
- Maintaining records of prescriptions, patient records, drug inventory and audits
- Assisted in the processing of prescriptions ensuring that each order is filled with the correct drug/supply item, strength, dosage form and quantity including compounded medications, billing issues, drug takeback processes, training
- Ordering Inventory for medication, Ordering Over the Counter, Managed inventories, rotated stock, returns of expired, recall medication, and resolved issues in drug discrepancies
- Maintaining strict patient confidentiality to adhere to HIPAA regulations and avoiding data compromises (PHI).
Certified Pharmacy Technician
King Soopers
Arvada, CO
07.2011 - 12.2014
- Maintaining records of prescriptions, patient records, drug inventory and audits
- Assisted in the processing of prescriptions ensuring that each order is filled with the correct drug/supply item, strength, dosage form and quantity including compounded medications
- Numerous accolades, Top Pharmacy Technician, Best Customer Service
Resource Planning Specialist
T-Mobile
Thornton, Colorado
10.2002 - 01.2010
- Analyzed and optimized inbound/outbound operations for 800 employees
- Reported profit and loss accountability
- Identified areas of opportunity to reduce overtime, devised strategies to increase productivity and efficiency
- Worked on After Call Work, Hold, Average Handling Time
- Scheduling staff, creating schedules, working through shift bid
- Top Resource Planning Specialist 2 years
Education
Pharmacy Technician Certification Program -
Front Range Community College
09.2010 - 12.2010
Bachelor of Science - Industrial Engineering
Colorado Statue University
Fort Collins 08.1985 - 12.1991
Skills
Exceptional Member/Patient Service
Computer and Technical Savvy
Excellent De-escalation Skills
Efficient Multi-tasker
Great Interpersonal Skills
Timeline
Customer Service Representative Tier 1 and Tier 2
Kaiser Permanente
01.2020 - Current
Certified Pharmacy Technician
Kaiser Permanente
07.2014 - 01.2020
Certified Pharmacy Technician
King Soopers
07.2011 - 12.2014
Pharmacy Technician Certification Program -
Front Range Community College
09.2010 - 12.2010
Resource Planning Specialist
T-Mobile
10.2002 - 01.2010
Bachelor of Science - Industrial Engineering
Colorado Statue University
08.1985 - 12.1991