Caitlin Duffy
Customer Engagement, Current Nursing Student
Pinellas Park,FL
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
18
18
years of professional experience
8
8
years of post-secondary education
Work History
Care management support specialist 3
Humana Care Support
11.2015 - Current
- I am responsible for assisting Care managers in closing gaps in care and providing a perfect experience in supporting our members through their well-being journey
- Care management case creation and tasking for appropriate disciplines
- Experience assisting members in finding providers and appointment assistance
- Experience conducting outbound Chronic Condition Management, SNP and Dual enrollment calls made on an auto-dialer with Medicare beneficiaries.
- Mentored junior team members in mastering complex technical concepts, bolstering the overall capabilities of the support unit.
- Experience with Pilot/project and team presentations
- Connecting members with community resources
- Completing telephonic consents for release of information
- Exceed at production, engagement, and quality metrics
- Experience in a high volume inbound/outbound call environment
- Advanced knowledge of Microsoft Word, Excel, Zoom, Outlook, SharePoint
- Received star awards for 100% Quality engagement
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Championed customer feedback initiatives that informed product improvements and feature enhancements over time.
- Monitored systems in operation and quickly troubleshot errors.
- Improved customer satisfaction by addressing and resolving technical issues swiftly and efficiently.
- Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
Sales and Lending Team Member
Value Pawn and Jewelry
12.2014 - 10.2015
- I was responsible for many duties for my company, most importantly upholding and following the mission statement for the company to be of service to our customers and help provide them with short-term loans and keep their valuables safe
- Expediting Sales and Loans in timely manner
- Courtesy calls to customers for sales and loans
- Personal organization of customer’s information searching for specific inventory
- Cleaning and Pricing merchandise for resale, including fine jewelry and apparel
- Provided coverage as needed at other locations
- Attended on the job training regarding jewelry and gun assessment.
Customer Service/Assistant Manger
Salvation Army Thrift Store
05.2012 - 08.2013
- I was responsible for using my skills in customer service to ensure customers, employees, and my employer recognized our mission statement was being accomplished
- Delegation of duties to employees in all departments of the store
- Made individual money drops and bank drops
- Created weekly schedules for employees
- Kept a clean and healthy environment for employees, customers, and myself
- Quality control.
Certified Pharmacy Technician
CVS/ Pharmacy
08.2006 - 06.2010
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Helped pharmacist clear problematic prescriptions and address customer questions to keep pharmacy efficient.
- Resolved non-routine issues like third-party billing, computer system, and customer service issues.
- Managed insurance billing and claims processing, streamlining the reimbursement process for patients and pharmacy.
- Performed regular audits to maintain compliance with state regulations and company policies.
- Collaborated with pharmacists to resolve medication-related issues, optimizing patient outcomes.
- Maintained drug inventory levels by ordering necessary medications and supplies.
- Trained new pharmacy technicians on proper procedures and best practices, ensuring consistent quality of service.
- Reduced medication waste by implementing proper disposal procedures compliant with environmental guidelines.
- Stocked, labeled, and inventoried medication to keep accurate records.
- Communicated with prescribers to verify medication dosages, refill authorizations, and patient information.
- Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems, and locating items.
- Counted, measured and compounded medications following standard procedures.
- Restocked pharmacy shelves with current merchandise to drive consistent peripheral sales.
- Consulted with insurance company representatives to complete claims processing, resolve concerns, and reconcile payments.
- Reviewed and verified customer information and insurance provider information.
- Collected co-payments or full payments from customers.
- Coordinated verification and filling of more than 500 daily prescriptions in high-volume retail pharmacy environment.
Education
High School Diploma -
St. Petersburg Catholic
St. Petersburg, FL 01.2001 - 05.2005
Associate in arts degree -
St Petersburg College
St. Petersburg, FL 01.2018 - 05.2019
Nursing focus - ASN - Nursing
St Petersburg College
St. Petersburg, FL 01.2022 - Current
Skills
Motivational interviewing
Incoming Call Management
Customer Service
Call Center Operations
Remote Support
Empathy and patience
Problem-Solving
Customer service expert
Teamwork and Collaboration
Attention to Detail
Multitasking Abilities
Customer Communication and Empathy
References
Available upon request
Timeline
Nursing focus - ASN - Nursing
St Petersburg College
01.2022 - Current
Associate in arts degree -
St Petersburg College
01.2018 - 05.2019
Care management support specialist 3
Humana Care Support
11.2015 - Current
Sales and Lending Team Member
Value Pawn and Jewelry
12.2014 - 10.2015
Customer Service/Assistant Manger
Salvation Army Thrift Store
05.2012 - 08.2013
Certified Pharmacy Technician
CVS/ Pharmacy
08.2006 - 06.2010
High School Diploma -
St. Petersburg Catholic
01.2001 - 05.2005
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