Courtney Harmon
Fortrea (Formerly LabCorp)
Greenfield,Indiana
13
years of professional experience
Knowledgeable Program Assistant successful at working in both team-based and self-directed capacities. Driven to maintain smooth operations through knowledgeable and skilled support. Talented Certified Pharmacy Technician with demonstrated experience providing administrative support services in multiple settings. Experienced in using variety of software applications and calendar management. Excellent communication and interpersonal skills.
Work History
Program Associate
12 Years 1 Month- Agent Training and Coaching
- Stay current on the program’s latest procedures to ensure all training materials and reference guides remain in compliance
- Ensure that program training, quality, and audit requirements stay in compliance
- Monitored new agent performance
- Serve as an ongoing coach and mentor once agent trainings have been completed
- Coordinate with other functional teams/groups to maintain and update training programs as needed and stay current with business requirements
- Collaborate with other groups to identify training needs to ensure consistent call quality expectations are met
- Support Supervisors and the Program Manager, Service Delivery by listening to agent calls to assess customer service levels on program(s) and provide feedback
- Identify and escalate program trends based on the questions commonly received; contribute to recommendations to address issues, as necessary
- Manage program call escalations; listen to customers, identify solutions, and follow through on next steps, as needed
- Attend client meetings to support the program and Supervisor, as needed
- Reporting and Analytics
- Apply analytical critical thinking skills to address program issues and challenges
- Program Specific Knowledge
- Thoroughly understand program processes to serve as the team lead/subject matter expert; lend technical expertise when needed
- Identify team member program-specific knowledge gaps from agent calls; escalate issues to Supervisor and participate in working sessions to produce recommendations to improve
ED/Pharmacy Technician
1 Year 9 Months- Patient Care
- Medication Reconciliation
- Restocking supplies
- Assist the pharmacist
- Assist the clinical staff.
Education
Diploma
Skills
Prior Authorization
Precertification
Step Therapy Evaluation
Benefit Investigations
Administrative tasks
Policy analysis
Program records management
Driven and Outgoing
Multiple Priorities Management
Multi-Line Phone Systems
Group and individual instruction
Teamwork and Collaboration
Multitasking and Organization
Data Entry
Process Improvement
Document Control
Operations Support
Reliability
Organizational Skills
Effective Communication
Adaptability and Flexibility
Decision-Making
Task Prioritization
Self Motivation
Multitasking Abilities
Therapeuticexperience
- Angina
- Crohn’s
- Cystic Fibrosis
- Hepatitis B
- HIV
- Lymphoma
- Plaque Psoriasis
- Pulmonary Hypertension
- Ulcerative Colitis
Languagecapabilities
English
Other
430101080240768, ACTIVE, PTCB
67013272A, ACTIVE, Indiana Pharmacy Technician
Timeline
Program Associate
Fortrea (Formerly LabCorp)
09.2014 - CurrentRead More
ED/Pharmacy Technician
Hancock Regional Hospital
05.2011 - 02.2013Read More
Greenfield Central High School
Diploma
Read More