Caitlin Anzalone
PhilRx
Phoenix,AZ
1
Certification
11
years of professional experience
Patient support professional with comprehensive experience in enhancing patient care and improving service delivery. Skilled in team collaboration, conflict resolution, and performance optimization. Known for reliability, adaptability, and strong focus on achieving results. Expertise in patient communication, healthcare protocols, and care coordination.
Work History
Patient Support Manager
3 Years 1 Month- Led AI implementation of Amazon Connect, an AI-powered cloud phone system, overseeing
operational readiness, workflow design, call routing optimization, agent training, and
enterprise-wide adoption across a 175-agent Patient Support organization - Managed daily operations of a 175-agent remote call center, coordinating workflows across 140+ BPO agents and 5 team leads, and 2 managers improving team productivity through targeted training initiatives.
- Designed training materials and developed quality assurance scorecards for the Patient Support training department, resulting in the creation of monthly performance reports tracking trainee progress and identifying areas for improvement.
- Monitored team compliance with call center objectives and performance standards weekly, leading data-driven initiatives that increased team performance metrics and enhanced patient care outcomes.
- Monitored team compliance with call center objectives and performance standards weekly, driving data-driven initiatives that improved performance metrics and patient care outcomes.
- Collaborated with client success teams to resolve customer inquiries related to billing and product features, enhancing customer satisfaction and supporting new business development.
Billing Floor Manager
1 Year 1 Month- Led a team of billing specialists to achieve consistent accuracy and timeliness in claims submission, resulting in a 12% improvement in claim acceptance rates.
- Implemented a new billing software system that enhanced departmental efficiency, reduced processing times by 30%, and minimized human errors in claim submissions.
- Developed and delivered comprehensive training programs for new employees on billing procedures and software systems, ensuring team readiness and maintaining compliance standards.
- Conducted regular audits of billing records to ensure compliance with federal regulations and internal accuracy standards, identifying and resolving discrepancies proactively.
Billing Team Lead
2 Years- Managed and trained a team of billing specialists to ensure exceptional accuracy and efficiency in processing high volumes of invoices, fostering a culture of accountability and continuous improvement.
- Developed and implemented standardized procedures to streamline the billing process, reducing processing errors by 20% and improving overall operational efficiency.
- Collaborated with finance, customer service, and operations teams to resolve 95% of billing discrepancies, improving workflow efficiency and reducing resolution time.
- Oversaw high-volume accounts and successfully resolved complex billing issues, demonstrating a keen ability to prioritize and address critical challenges in a professional and timely manner.
- Delivered exceptional customer service and support by addressing client billing inquiries and disputes with empathy and efficiency, resulting in a 25% increase in client satisfaction scores.
Operations Manager
1 Year 8 Months- Managed a complex automation system encompassing 30+ pieces of equipment and over 21,000 canisters, ensuring seamless operations and optimal production efficiency.
- Implemented lean manufacturing principles to streamline workflows, reduce waste, and improve production efficiency, resulting in a 15% increase in overall productivity.
- Designed and led comprehensive training programs for new employees, equipping them with the skills to operate advanced machinery while providing ongoing mentorship to maintain high performance standards.
- Collaborated with cross-functional teams, including engineering, quality assurance, and supply chain, to optimize production schedules, address operational challenges, and ensure on-time delivery of products.
- Leveraged data-driven decision-making by analyzing key performance indicators (KPIs), identifying trends, and implementing actionable strategies to improve production output by 10%.
Certified Clinical Care Specialist
3 Years 5 Months- Partnered with peers, technicians, and pharmacists to prioritize and fulfill prescription orders, ensuring accurate and on-time delivery while adhering to strict HIPAA regulations to safeguard patient confidentiality and data security.
- Engaged in daily communication with prescribers to obtain prescription requests, verify insurance demographics, and ensure accurate medical coding, reducing processing delays and enhancing workflow efficiency.
- Created and maintained accurate customer profiles within Pharmacy OS, updating demographics, medical history, allergies, and medications to ensure precise record-keeping and support seamless patient care.
- Processed and managed prior authorizations, ensuring timely approvals and compliance with insurance requirements.
Education
High School Diploma
Skills
Cross-Functional Team Leadership
Performance Metrics
Strategic Planning
Quality Assurance
Staff Training and Development
Root Cause Analysis
Time Management
Communication Skills
Project Management
Change Management
Healthcare
HIPAA compliance
Certification
PTCB - Pharmacy Technician Certification Board Certified Pharmacy Technician, Arizona Board of Pharmacy
Timeline
Patient Support Manager
PhilRx
08.2023 - CurrentRead More
Billing Floor Manager
Amazon Pharmacy
08.2022 - 09.2023Read More
Billing Team Lead
Amazon Pharmacy
08.2020 - 08.2022Read More
Operations Manager
Amazon Pharmacy
12.2018 - 08.2020Read More
Certified Clinical Care Specialist
PillPack
07.2015 - 12.2018Read More
Merrimack High School
High School Diploma
Read More