Charnette Upshaw
Lincoln Park,MI
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
14
14
years of professional experience
Work History
MEDICAL SUPPORT ASSISTANT (CAMS)
VA Ann Arbor Healthcare System
11.2022 - Current
- Support office staff by fulfilling clerical tasks, facilitating appointments, and conducting seamless scheduling for both patients and medical staff.
- Generate, verify, and manage patient demographics, data records, and insurance via VistaGui, CPRS, and ICB Web.
- Coordinate with medical professionals to determine nature and urgency of patient requests and to refer patients to appropriate medical staff.
- Build and maintain positive rapport with patients to make patients feel comfortable during uncomfortable processes.
- Facilitate communication between medical and administrative personnel to ensure patient-focused engagement and compassionate environment.
CLIENT ADVOCATE (ORIGINATION/ REMOTE)
Rocket Mortgage
04.2021 - 05.2022
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity. Managed high levels of call flow and responded to Rocket Account technical support needs.
- Logged call information and solutions provided into internal database.
- Exhibited high energy and professionalism when dealing with clients and staff. Maintained positive office environment using active listening and prompt problem solving.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Translated complex technical issues into digestible language for non-technical users.
- Created user accounts and assigned permissions.
PHARMACY BENEFITS SPECIALIST
Henry Ford Health System
07.2019 - 04.2021
- Processed drug claim adjudicated issues, data entry, and prescription refill calls. Scheduled medication deliveries. Processed pharmacy benefit inquiries from patients, physicians, pharmacies, and other internal and external individuals.
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone interactions.
- Observed strict procedures to maintain data and plan participant confidentiality (HIPAA).
- Assisted with reminder phone calls to patients.
- Engaged patients to participate in MTM (Medication Therapy Management) model to ensure they are adherent to their medications.
CERTIFIED/ LICENSED INPATIENT PHARMACY TECHNICIAN
Detroit Medical Center- Detroit Receiving Hospital
08.2017 - 09.2019
- Performed various pharmacy operational activities with strong commitment to accuracy, efficiency, and service quality.
- Prepared intravenous solutions according to prescription information, making modifications as instructed by pharmacists and providers.
- Maintained proper drug storage procedures, registries, and records for controlled drugs.
- Prepared packaging and labels for prescriptions, verifying accuracy of dosage, side effects, interactions, and refill instructions.
- Dispensed and procured medicinal products and supplies used in hospital.
CERT/LICENSED LEAD OUTPATIENT PHARMACY TECHNICIAN
Henry Ford Health System Medical Center
06.2010 - 11.2018
- Coordinated verification and filling of more than 200 daily prescriptions in high-volume outpatient medical clinic pharmacy environment.
- Supervised 8 pharmacy technicians and coordinated day-to-day assignments.
- Liaised with other pharmacies to eliminate issues related to product expiration.
- Ordered medicines daily to replenish stock and increase inventory in anticipation of need.
- Set up and modified patient profiles in McKesson System to include current information such as medications and insurance details in accordance with HIPAA regulations.
- Consulted with insurance company representatives to complete claims processing, resolve concerns, and reconcile payments.
- Maintained proper drug storage procedures, registries, and records for controlled drugs.
- Coordinated with physicians and insurance agency representatives for speedy resolution of prescription discrepancies.
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Managed opening and closing duties for pharmacy.
- Prepared packaging and labels for prescriptions, verifying accuracy of dosage, side effects, interactions, and refill instructions.
- Collected co-payments or full payments from customers.
- Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems, and locating items.
- Communicated with prescribers to verify medication dosages, refill authorizations, and patient information.
Education
High School Diploma -
Academy of Michigan Vocational High School
Oak Park, MI06.2004
Skills
- Excellent Customer Care
- Critical Thinking
- Problem Solving
- Leadership Experience
- Patient Engagement
- Active listening / learning
- Team Building
- Communication
- Office Meetings/ Huddles
- Call Center Experience
- HIPAA Compliant
- Data Entry
- Computer Proficiency (MS Office, 55 WPM)
- Telephone Etiquette
License & Certification
- Michigan Pharmacy Technician License - 5/2016
- Certified Pharmacy Technician (CPhT)- 3/2013
Timeline
MEDICAL SUPPORT ASSISTANT (CAMS)
VA Ann Arbor Healthcare System
11.2022 - Current
CLIENT ADVOCATE (ORIGINATION/ REMOTE)
Rocket Mortgage
04.2021 - 05.2022
PHARMACY BENEFITS SPECIALIST
Henry Ford Health System
07.2019 - 04.2021
CERTIFIED/ LICENSED INPATIENT PHARMACY TECHNICIAN
Detroit Medical Center- Detroit Receiving Hospital
08.2017 - 09.2019
CERT/LICENSED LEAD OUTPATIENT PHARMACY TECHNICIAN
Henry Ford Health System Medical Center
06.2010 - 11.2018
High School Diploma -
Academy of Michigan Vocational High School
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