Cora Guerra
Orlando,FL
Summary
Certified Pharmacy Technician with a strong background in fast paced customer service environments. Skilled at managing teams, building employee-centric cultures, promoting positive morale and optimizing productivity. Motivating and positive with excellent interpersonal, coaching and communication skills. Ready to leverage training and experience to take on new professional challenges.
Overview
11
11
years of professional experience
Work History
Certified Pharmacy Technician II - WFH
Walgreens Pharmacy Care Center
09.2023 - Current
- Using Walgreens prescription data entry procedures and guidelines, processes new patient registration by entering data into appropriate system. Handles patient prescription requests within HIPAA guidelines and enters refill orders for processing.
- Handles correspondence to patients (inbound calls, chats, emails) and makes outbound calls to prescribers and patients as needed.
- Provides assistance to Pharmacists, both those in the facility and those at other locations. Identifies and communicates issues to senior level staff as appropriate.
- Serves as first escalation point for problem resolution. Anticipates client needs and proactively identifies solutions. Seeks guidance from supervisory or managerial staff only for the most complex or escalated questions or problems.
- Resolves Third Party Rejects by reviewing, gathering information, making corrections and resubmitting for processing according to individual plan requirements.
Function Lead
Walgreens Pharmacy Care Center
04.2018 - 09.2023
- Supervise daily activities of all team members for scheduled shift and provide feedback and coaching of team members according to quality standards
- Served as the point of contact for all questions or issues related to line of business
- Plans, prioritizes, organizes and completes work to meet established objectives
- Identifies areas where additional development is needed and makes recommendations on how to achieve necessary results
- Monitors team member performance by observing employee demeanor, technical accuracy and conformity to company policies
- Improves performance of the department by building team morale, motivating team members and using constructive coaching
- Responsible for ensuring compliance with federal, state, and local laws, as well as company and facility policies and procedures (e.g HIPAA guidelines/regulations, insurance and fraud abuse guidelines, required productivity levels, timeliness expectations, etc.).
- Performed various pharmacy operational activities with strong commitment to accuracy, efficiency, and service quality.
Customer Service Representative/Real Time Analyst
Inktel Contact Center Solutions
09.2017 - 07.2018
- Addressed and resolved customer product complaints empathetically and professionally
- Accurately documented, researched and resolved customer service issues
- Referred unresolved customer grievances to designated departments for further investigation
- Gathered and verified all required customer information for tracking purposes
- Responsible for real-time and/or intraday management of resources to ensure the correct number of agents at the right times are in their seats to answer an accurately forecasted volume of incoming calls at the desired service level.
Healthcare Customer Service Representative
Medicare/Medicaid - SYKES
11.2016 - 02.2017
- Guaranteed positive customer experiences and resolved all customer complaints
- Educated and reinforced plan, benefits and procedure with member and providers
- Assisted Members & Provider with detailed explanations of benefits for the status claims, dental, medical and drugs
- Maintained timely, accurate documentation for all appropriate transactions
- Placed outgoing phone calls to complete follow up on customer services request as necessary.
Instructional Paraprofessional
New York City Department of Education
09.2014 - 10.2016
- Planned and led activities to develop students' physical, emotional and social growth
- Instructed small groups of students in basic concepts such as the alphabet, shapes and color recognition
- Assisted in preparing reports and paperwork for parent-teacher conferences
- Reported student progress to parents.
Security Officer
Security Resources Inc
04.2013 - 10.2016
- Patrolled all grounds and manned post per security management
- Managed and recorded pedestrian and vehicle traffic at access points
- Made note of risks such as leaking pipes fire hazards damaged security doors etc
- Worked with EMS fire or police department as required during emergencies
Education
High School Diploma - Human Resources
Medical Assistant
Queensborough Community College
Bayside, New Yorkundefined
Murry Bergtraum High School
New York, NYSkills
- Team Player
- Excellent oral and written communication skills
- Adaptable
- Attention to Detail
- Process Optimization
- Team Development
- Performance Management
- Regulatory Compliance
- Quality Assurance
Timeline
Certified Pharmacy Technician II - WFH
Walgreens Pharmacy Care Center
09.2023 - Current
Function Lead
Walgreens Pharmacy Care Center
04.2018 - 09.2023
Customer Service Representative/Real Time Analyst
Inktel Contact Center Solutions
09.2017 - 07.2018
Healthcare Customer Service Representative
Medicare/Medicaid - SYKES
11.2016 - 02.2017
Instructional Paraprofessional
New York City Department of Education
09.2014 - 10.2016
Security Officer
Security Resources Inc
04.2013 - 10.2016
High School Diploma - Human Resources
Medical Assistant
Queensborough Community College
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Murry Bergtraum High School
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