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Calandra Williams
Tampa
Summary
Detail-oriented healthcare professional with over 10 years of experience in high-volume operations within insurance, pharmacy services, and clinical intake. Expertise in data accuracy, eligibility verification, workflow optimization, and regulatory compliance. Proven skills in communication and problem-solving, with a focus on process improvement and collaboration across teams.
Overview
9
9
years of professional experience
1
1
Language
Work History
Account Service Representative
Centene / WellCare
Remote-Tampa
07.2019 - 09.2025
- Resolved 95% of urgent provider and patient requests within 24 hours.
- Verified eligibility and benefits for 120+ medical requests weekly, improving turnaround time by 25%.
- Completed referrals and authorizations using medical management systems, meeting 100% timeliness standards.
- Met and exceeded productivity targets to enhance overall team performance., achieving 110% of monthly targets.
- Utilized CRM software to track customer interactions and maintain accurate records.
- Coordinated appointment scheduling for multiple departments within the healthcare facility.
- Provided support during patient intake, verifying information and documentation accuracy.
- Assisted in checking patient's insurance eligibility prior to their appointment.
- Collaborated with billing, coding, and clinical documentation improvement specialists to streamline processes.
Customer Service Representative
Hiregy
Tampa
12.2018 - 06.2019
- Handled over 100 customer inquiries each day, maintaining 96% satisfaction rating
- Resolved escalations within 48 hours, reducing complaint volume.
- Processed 2,000+ monthly requests while meeting all productivity goals.
- Documented workflow processes for verifying customer accounts, ensuring adherence to established standards.
- Maintained Salesforce records with 100% audit accuracy.
- Updated patient and provider demographics with 99% accuracy.
- Researched and evaluated customer information for compliance with internal policies and procedures.
- Reviewed incoming documents for completeness and compliance with established standards.
Pharmacy Service Representative
CVS Specialty Pharmacy
08.2016 - 11.2018
- Educated 80+ patients weekly on prescription plans, improving adherence by 20%.
- Completed benefit verifications, resolving 85% of issues within one business day to enhance patient service.
- Processed 100+ prescription requests daily with 98% accuracy.
- Reduced turnaround times by 25% through collaboration with providers, improving prescription processing efficiency.
- Reduced processing errors by 15% through QA initiatives.
- Maintained 100% compliance in documentation and regulatory standards.
- Collaborated with pharmacists and other healthcare professionals to provide optimal patient care.
- Ensured compliance with HIPAA regulations pertaining to patient privacy rights.
Education
High School Diploma -
Hillsborough County Public School
Tampa, FLSkills
- Patient Eligibility Verification
- Provider Eligibility Verification
- Authorization Support
- Healthcare Intake Support
- Data Accuracy
- Documentation
- Quality Assurance
- Workflow Optimization
- Process Improvement
- Healthcare System Proficiency
- CRM Proficiency
- Regulatory Standards
- HIPAA Compliance
- Cross-Functional Collaboration
- Customer Service
- Client Relationship Management
Systems And Tools
- Salesforce
- Epic
- Zendesk
- SAP ERP
- Google Workspace
- Microsoft Office Suite
- QuickBooks
- CVS Pharmacy Systems
- SharePoint
- Tableau
- Xcelys
- Interaction Desktop
- Care Connects
- Omni
- Sententia
- CVS/COS Tool
- TruCare
- Portico
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Native language
Timeline
Account Service Representative
Centene / WellCare
07.2019 - 09.2025
Customer Service Representative
Hiregy
12.2018 - 06.2019
Pharmacy Service Representative
CVS Specialty Pharmacy
08.2016 - 11.2018
High School Diploma -
Hillsborough County Public School