Remote Customer Care Advocate
CVS/Carelone
08.2022 - Current
Hi, I’m
CAROL WHISNANT
SHELBY,NC
Summary
Accommodating Healthcare Advocate committed to facilitating resolution of patient complaints and grievances. Friendly and understanding professional with 10 years of experience following patients throughout continuum of care and responding to patient requests. Friendly Patient Detail-oriented, hardworking and reliable. Successful working with hospital, social service entities, pharmacy/medical insurance companies to achieve positive all-around outcomes. Personable demeanor with priority on care and service.
Healthcare Administration 8 years experience.
Home Health 8 years experience
Work History
CVS/Carelone
Remote Customer Care Advocate
08.2022 - Current
Job overview
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers and answered questions regarding prescription insurance, medication coverage and mail order prescriptions.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Logged call information and solutions provided into internal database, assisted members with their pharmacy benefit plans.
Medical Edge Recruitment
Temporary Remote COVID 19 Case Investigator
09.2021 - 05.2022
Job overview
- Communicated with documented COVID-19 patients and other exposed persons via phone call, text, e-mail and other platforms.
- Reached out to people newly diagnosed North Carolinians with COVID-19 to determine contact histories and potential exposures.
- Performed record keeping by logging client information within secure contact-tracing software.
- Provided educational and informational resources regarding isolation policies and quarantine measures.
- Used a scripted template to guide the interview process and assured all required questions are asked and interaction is conducted with professionalism and empathy to encourage forthrightness.
- Exhibited excellent interpersonal skills and ability to interact professionally with culturally diverse populations
- Worked remotely for Community Care of North Carolina contracted through Medical Edge Recruitment of Woodlands, Texas
- Temporary position due to COVID-19 Outbreak
First Staffing
Temporary COVID-19 Contact Tracer
08.2021 - 09.2021
Job overview
- Investigated and identified confirmed and suspected coronavirus cases, also documenting potentially affected contacts.
- Communicated with documented COVID-19 patients and other exposed persons via phone call, text, e-mail and other platforms.
- Provided educational and informational resources regarding isolation policies and quarantine measures.
- Notified and interviewed individuals to ascertain novel coronavirus exposure level.
- Temporary position due to COVID-19 outbreak
Bayada Home Health
Business Development Manager
08.2019 - 05.2020
Job overview
- Territory area Rutherfordton and Cleveland County)
- Generated referrals for home health by building relationships with physicians, long term care, independent and assisted living facilities and other community resources in Rutherfordton and Cleveland
- County Conducted market analysis, developed sales strategy, goals and plans
- Conducted sales calls, evaluated results and effectiveness
- Established strong relationships with new and existing referral resources.
- Layed Off due to COVID-19 WorkForce Reduction in Staff
Brookdale Senior Living Solutions
Administrator
10.2017 - 07.2018
Job overview
- Responsible for daily operations in a 72 bed Assisted Living Commmunity Developed Management Team, Conducted Orientation for New Hires, Developed relationships with referral resources.
- Conducted tours for prospective residents and their families.
- Developed positive relationships with residents and family members.
- Ensured financial performance of the facility.
- Adapted to workflow changes.
- Oversaw budget and tracked expenses against plan.
Victorian Senior Care
Administrator
10.2016 - 05.2017
Job overview
- Responsible for daily operations in a 165 bed Assisted Living and Memory CareCommunity Marketing of the Community, conducting tours for prospective residents and developing relationships with referral resources.
- Interviewing, hire and training new staff members.
- Developing current staff members including management team.
- Oversite of direct care staff.
- Developed positive relationships with family members.
- Increased positive morale of current staff members.
Carillon Assisted Living
Executive Director
12.2011 - 07.2016
Job overview
- Responsible for successfully running daily operations in a 96 bed facility that included 60 Memory Care Units and 36 Assisted Living Units.
- Achieved and maintained deficiency free survey for 3 consecutive years resulting in 4 star status.
- Marketed the facility to the community and ensured successful community partnerships.
- Implemented monthly budgets and ensured that all department heads were within assigned budget guidelines.
- Ensured the financial performance of the facility within or ahead of budget.
- Hired all management, oversite of hiring care staff, and supporting team members for Carillon.
- Maintained positive relationships with residents and families which is evident in the quarterly satisfaction survey scores.
- Compliant with NC Assisted Living Regulations, Health Department standards andOSHA guidelines.
- Oversee Marketing Director that all move-ins are completed within regulations including Medicaid residents.
- Partnered with the community to maintain referral sources.
- Excellent written, verbal, communication and leadership skills.
Fifth Third Bancorp Formerly First Charter Bank
Roving Assistant Manager/Loan Officer
09.2005 - 12.2009
Education
Associate of Science from Business/Marketing
Cleveland Community College
from Psychology
Johns Hopkins UniversityBaltimore, MD
Certified COVID-19 Contact Tracing – Johns
Central Piedmont Community College
Assisted Living Administrator Certificate
University Overview
Internship - Legacy Heights Assisted Living
Skills
- Leadership
- Professional Relationships
- Inbound/Outbound Customer Service
- Flexible & Adaptable
- Good listening skills
- Chronic illness understanding
- Supervisory experience
- Strong Telephone Etiquette
- Conflict Resolution Techniques
- Compassionate
Affiliations
Board Member for the Council on Aging, Neal Senior Center, Cleveland County, NC
Member Breakfast Rotary Club, Shelby, NC
Member of Social Workers Association of Cleveland County, NC
Member of Interagency Group, Neal Senior Center, Cleveland County, NC
Timeline
Temporary Remote COVID 19 Case Investigator
Medical Edge Recruitment
09.2021 - 05.2022
Temporary COVID-19 Contact Tracer
First Staffing
08.2021 - 09.2021
Business Development Manager
Bayada Home Health
08.2019 - 05.2020
Administrator
Brookdale Senior Living Solutions
10.2017 - 07.2018
Administrator
Victorian Senior Care
10.2016 - 05.2017
Executive Director
Carillon Assisted Living
12.2011 - 07.2016
Roving Assistant Manager/Loan Officer
Fifth Third Bancorp Formerly First Charter Bank
09.2005 - 12.2009
Associate of Science from Business/Marketing
Cleveland Community College
from Psychology
Johns Hopkins University
Certified COVID-19 Contact Tracing – Johns
Central Piedmont Community College
Assisted Living Administrator Certificate
Similar Profiles
Vishal AilineniVishal Ailineni
Claims Processing Associate at CareloneClaims Processing Associate at Carelone
Ravindra DhanisettyRavindra Dhanisetty
Technical Lead at Carelone Global Solutions Formerly know as Legato Health TechnologiesTechnical Lead at Carelone Global Solutions Formerly know as Legato Health Technologies
Yissel GorisYissel Goris
Operations Manager at CVS, CVS HealthOperations Manager at CVS, CVS Health
Jy'juan EskridgeJy'juan Eskridge
Pallet Sorter at Rehrig Pacific CompanyPallet Sorter at Rehrig Pacific Company
Matthew DelashmitMatthew Delashmit
Internet Sales Director at Renaldo Auto MallInternet Sales Director at Renaldo Auto Mall