Mary Kotomski
Lakeland,FL
Summary
Knowledgeable Customer Service Representative with solid background in support services. Successfully assisted customers by providing effective resolutions and enhancing service experiences. Demonstrated excellent communication and problem-solving skills in fast-paced environments.
Overview
10
10
years of professional experience
Work History
Patient support Services Representative
Eagle Pharmacy
08.2022 - 08.2024
- Averaged 60-80 calls per day
- Average Quality Assurance scores of 95%
- Enhanced customer satisfaction by efficiently addressing and resolving support issues.
- Reduced average call handling time with effective problem-solving techniques.
- Assisted mail order pharmacy patients with account inquiries, order tracking and investigated delivery issues, program enrollment and refill orders
Temporary Administrative Assistant
Elite Staffing
03.2022 - 06.2022
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Entered documentation from inbound trailers for product unloading
Patient Account Specialist II
Rotech
03.2017 - 02.2019
- Worked extensively with EIntake (Pharmacy software) and IMBS proprietary systems for the purpose of managing patient accounts
- Trained other employees, team lead, and members of the Customer Support Center for the purpose of managing and scheduling 36-month oxygen machine maintenance and service tickets
- Developed and maintained a working knowledge of current Medicare and Medicaid insurance regulations
- Maintained high levels of data accuracy with meticulous attention to detail in updating patient records.
- Promoted a culture of continuous improvement within the Patient Accounts team by participating in regular staff meetings, offering constructive feedback on department processes, systems, tools for achieving objectives more effectively.
Member Service Representative
SNI Companies
06.2016 - 09.2016
- Provided expertise and customer service to our valued members or providers relating to enrollment and refilling of prescription orders
- Interacted with members with refill orders, billing, and other issues, as well as physician practices, insurance carriers, health plans, and pharmacy operations team members
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
Customer Service Representative
Star Distribution
03.2014 - 05.2015
- Managed daily engagements with Star Distribution customers regarding orders, shipping, billing, and customer concerns with commitment to quick resolution on all activities
- Entered and calculated freight inbound billing accurately and in a timely manner
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Education
Bachelor of Science - Business Administration
Polk State College
Winter Haven, FLAssociate of Science - Medical Office Administration
Polk State College
Winter Haven, FLSkills
- Pharmacy Software
- Training/Development
- Research Skills
- Customer satisfaction
- Remote support
- CRM software
- Active learning
- Word
- Dispute resolution
Timeline
Patient support Services Representative
Eagle Pharmacy
08.2022 - 08.2024
Temporary Administrative Assistant
Elite Staffing
03.2022 - 06.2022
Patient Account Specialist II
Rotech
03.2017 - 02.2019
Member Service Representative
SNI Companies
06.2016 - 09.2016
Customer Service Representative
Star Distribution
03.2014 - 05.2015
Associate of Science - Medical Office Administration
Polk State College
Bachelor of Science - Business Administration
Polk State College
Similar Profiles
Gavin PaullGavin Paull
Pharmacy Technician at Eagle PharmacyPharmacy Technician at Eagle Pharmacy
Kimberly BordersKimberly Borders
Patient Support Representative at Eagle PharmacyPatient Support Representative at Eagle Pharmacy
Lacie CoxLacie Cox
Pharmacy Technician at Giant Eagle PharmacyPharmacy Technician at Giant Eagle Pharmacy