Courtney Harmon
Greenfield,Indiana
Summary
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.
Overview
13
13
years of professional experience
Work History
Program Associate
Fortrea (Formerly LabCorp)
09.2014 - Current
- 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
Hancock Regional Hospital
05.2011 - 02.2013
- Patient Care
- Medication Reconciliation
- Restocking supplies
- Assist the pharmacist
- Assist the clinical staff.
Education
Diploma -
Greenfield Central High School
Greenfield, IndianaSkills
- 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 - Current
ED/Pharmacy Technician
Hancock Regional Hospital
05.2011 - 02.2013
Diploma -
Greenfield Central High School
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