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
2022.11 - 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
2021.04 - 2022.05
- 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
2019.07 - 2021.04
- 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
2017.08 - 2019.09
- 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
2010.06 - 2018.11
- 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
2022.11 - Current
CLIENT ADVOCATE (ORIGINATION/ REMOTE)
Rocket Mortgage
2021.04 - 2022.05
PHARMACY BENEFITS SPECIALIST
Henry Ford Health System
2019.07 - 2021.04
CERTIFIED/ LICENSED INPATIENT PHARMACY TECHNICIAN
Detroit Medical Center- Detroit Receiving Hospital
2017.08 - 2019.09
CERT/LICENSED LEAD OUTPATIENT PHARMACY TECHNICIAN
Henry Ford Health System Medical Center
2010.06 - 2018.11
High School Diploma -
Academy of Michigan Vocational High School
Similar Profiles
Jack FaulknerJack Faulkner
Volunteer at VA Ann Arbor Healthcare SystemVolunteer at VA Ann Arbor Healthcare System
Anderson RileyAnderson Riley
Clinical Rotation at VA Ann Arbor Healthcare SystemClinical Rotation at VA Ann Arbor Healthcare System
Amanda DenoyerAmanda Denoyer
Advanced Medical Support Assistant at VA Dayton Healthcare SystemAdvanced Medical Support Assistant at VA Dayton Healthcare System