Summary
Overview
Work History
Education
Skills
Timeline
Generic

Cynthia Boudot

Orlando,FL

Summary

Proven Customer Representative with a strong background at IQVIA adept in insurance claim coverage and demonstrating exceptional team collaboration. Excelled in processing payments and enhancing customer service, achieving high satisfaction rates. Skilled in medication dispensing and HIPAA compliance, I bring a blend of technical proficiency and interpersonal skills to drive healthcare excellence. I am a passionate person who trains really well when it comes to new hires. I am a leader who works hard and my duties are met every time.

Overview

17
17
years of professional experience

Work History

Pharmacy Technician

Walmart Specialty
02.2021 - 06.2021
  • Consulted with insurance company representatives to complete claims processing, resolve concerns and reconcile payments.
  • Communicated instructions to patients or caregivers.
  • Resolved non-routine issues like third-party billing, computer system and customer service issues.
  • Reviewed and verified customer information and insurance provider information.
  • Answered incoming phone calls and addressed questions from customers and healthcare providers.
  • Coordinated with insurance representatives to process claims and calculate correct co-pay information for patients.
  • Obtained and logged accurate patient insurance and demographic information for use by insurance providers and medical personnel.
  • Prepared and distributed denial letters, detailing reasons for denial and possible appeal measures.
  • Fielded telephone inquiries on authorization details from plan members and medical staff.
  • Input all patient data regarding claims and prior authorizations into system accurately.
  • Reviewed insurance coverage for patients to determine which party was liable for payment.

Pharmacy Technician

Adventhealth Hospital
01.2019 - 02.2021
  • Verified patient data and billing information to discover and resolve erroneous bills due to system errors.
  • Helped pharmacist clear problematic prescriptions and address customer questions to keep pharmacy efficient.
  • Set up and modified patient profiles in cerner to include current information such as medications and insurance details.
  • Assisted patients in minimizing medical expenses by recommending generic alternative prescription medications.
  • Calculated dosage, filled prescriptions and prepared prescription labels with absolute accuracy.
  • Processed over 100 prescriptions per day in busy pharmacy achieving decreased customer wait times and maintaining excellent customer satisfaction.
  • Restocked pharmacy shelves with current merchandise to drive consistent peripheral sales.
  • Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems and locating items.
  • Answered incoming phone calls and addressed questions from customers and healthcare providers.
  • Reviewed and verified customer information and insurance provider information.
  • Collected co-payments or full payments from customers.
  • Counted and labeled prescriptions with correct item and quantity.

Pharmacy Clerk

Adventhealth Hospital
10.2018 - 02.2021
  • Counted and labeled prescriptions with correct item and quantity.
  • Communicated instructions to patients or caregivers.
  • Completed cash register transactions by handling credit and cash payments using pharmacy register system.
  • Boosted sales and delivered outstanding customer service by assisting customers with pharmacy services, product questions and general store information.
  • Guided and supported more than 100 customers via phone each day and night.
  • Handled inventory stock by counting inventory items, checking delivery quantities, reviewing medication expirations and ordering additional products.
  • Maintained records of prescriptions filled for patients by completing pharmacy log and updating customer accounts.
  • Regularly stocked shelves, rotated stock and checked for expired medications.
  • Cleaned equipment and work areas and sterilized glassware to maintain safe and sanitary conditions.
  • Correctly completed pharmacy paperwork, including daily and weekly reports.
  • Reconstituted oral liquids.
  • Verified and labeled prescriptions with 8 point check.
  • Performed technical processes required to dispense medications to patients.

Server

Florida Hospital
08.2014 - 10.2018
  • Examine trays to ensure that they contain require items.
  • Determine where patients would like to eat their meals and  help them get situated.
  • Remove trays and stack dishes for return to kitchen after meals are finished.
  • Place food servings on plates or trays according to orders.
  • Take food orders and relay orders to kitchens or serving counters so they can be filled.
  • Carry food, silverware, or linen on trays or use carts to carry trays.

Hostess

Orlando Regional Hospital
11.2007 - 08.2014
  • Maximized customer service by training staff, overseeing operations and resolve issues in a timely manner.
  • Developed and maintained positive working relationships with others to reach business goals.
  • Folded napkins throughout the day to maintain an adequate supply.
  • Established and maintained a positive work environment.
  • Assisted co-workers whenever possible.
  • Delivered trays to unit at scheduled time.
  • Prepared food trays for meals.

Customer Service Representative

IQVIA
11.2021 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Led quarterly customer service meetings to review performance and set goals for improvement.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Conducted training sessions for new hires, ensuring consistent level of service across team.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Accepted payments and updated accounts with latest information.
  • Maintained productivity and quality standards at all times.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Consistently demonstrated a strong work ethic, arriving punctually for shifts and maintaining focus on providing top-tier service throughout entire workday.
  • Participated in ongoing training programs to stay abreast of industry trends, emerging technologies, and best practices within the field of customer service.
  • Mentored junior team members, providing guidance and support as needed while helping them develop their customer service skills.
  • Trained new personnel regarding company operations, policies and services.
  • Cross-trained and provided backup support for organizational leadership.

Education

High School Diploma -

Oakridge High School
Oakridge, OR
05.2008

Pharmacy Technology

Online
07.2019

Skills

  • Stocking Shelves
  • Assisting Pharmacists
  • Typing Medication Labels
  • Answering Customer Questions
  • Processing payments
  • Medicare and Medicaid process
  • Medication dispensing
  • HIPAA
  • Compounding medications
  • FDA Drug Safety Guidelines
  • Cleaning
  • Cash Handling
  • Cash Register Operation
  • Good Telephone Etiquette
  • Customer Direction
  • Guest Services
  • Product Restocking
  • Confidentiality and HIPAA
  • Insurance Knowledge
  • Team collaboration
  • Customer Service leader
  • Trainer
  • Insurance Claim coverage
  • Lead

Timeline

Customer Service Representative

IQVIA
11.2021 - Current

Pharmacy Technician

Walmart Specialty
02.2021 - 06.2021

Pharmacy Technician

Adventhealth Hospital
01.2019 - 02.2021

Pharmacy Clerk

Adventhealth Hospital
10.2018 - 02.2021

Server

Florida Hospital
08.2014 - 10.2018

Hostess

Orlando Regional Hospital
11.2007 - 08.2014

High School Diploma -

Oakridge High School

Pharmacy Technology

Online

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