Danielle Lockhart
Cincinnati,OH
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
17
17
years of professional experience
1
1
Certification
Work History
SUPERVISOR, PROGRAM MANAGEMENT
EVERSANA
06.2024 - Current
- Responsible for the day-to-day operations for a team of employees including hiring, planning and directing workflow, scheduling as per program needs, performance management and team development
- Develop policies and procedures, along with recognizing and recommending operational improvements
- Ensuring work is accomplished effectively by managing employee performance, work processes and other resources
- Coach and develop direct reports which would include team huddles, and 1:1
- Serve as a point of escalation for any customer complaints that require a higher level of expertise
- Continually evaluate the efficiency, productivity and accuracy of the team and make improvements to attain high levels of achievement in each area
- Monitor key performance indicators to ensure compliance with client contract and customer satisfaction
CUSTOMER EXPERIENCE ANALYST
EVERSANA
04.2021 - 01.2024
- Performed call and case audits for accuracy to ensure client expectations are met
- Facilitated meetings with management to review monthly team performance
- Provided Ad-Hoc reports to management upon their request
- Presented Customer Experience and Drug Safety training to new hires or refresher training to current associates
- Lead call calibration meetings with management/client
- Identified and resolved process issues for Adverse Events and Product Complaints
- Implemented quality assurance measures to maintain high standards in all aspects of the customer journey.
- Developed training materials to ensure consistent delivery of exceptional customer service across the team.
- Conducted root cause analysis on recurring issues, driving proactive solutions that reduced future occurrences.
REGIONAL INFORMATION SUPPORT SPECIALIST
EVERSANA
07.2013 - 04.2021
- Assisted Sales Representatives with Reimbursement Assistance for long-term care patients
- Processed requests from retail pharmacies or long-term care facilities to help patients with medication cost
- Completed Benefit Verifications, Tiering Exceptions and Appeals for provider offices
- Submitted Prior Authorizations for Medicare patients into CMS system
- Reviewed patient applications to determine eligibility for Patient Assistance programs
SALES SUPPORT SPECIALIST
WALGREENS MEDICARE SUPPORT CENTER
11.2010 - 07.2013
- Managed customer accounts, responding to inquiries and resolving customer service issues
- Coached and trained sales agents to increase sales volume
- Gained extensive knowledge of HIPAA
- Boosted sales performance by providing timely and efficient support to the sales team.
- Made outbound calls to provider offices or pharmacies to verify patient information
- Processed new and refill diabetic supply orders for shipping
- Expedited product delivery times for enhanced customer satisfaction through close coordination with supply chain partners.
DEBT COLLECTOR
GENERAL REVENUE CORPORATION
06.2008 - 10.2010
- Collected on delinquent accounts to reduce overdue balances.
- Educated debtors about repayment options, enabling them to make informed decisions while preserving positive business relationships.
- Utilized various skip tracing tools effectively locating hard-to-find debtors, increasing opportunities for successful collections.
- Assisted borrowers with loan paperwork
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Gained extensive knowledge of FDCPA
TELESALES REPRESENTATIVE
FIFTH THIRD BANK CALL CENTER
01.2008 - 06.2008
- Delivered scripted sales tactics to customers reached via manual and automatic dialing systems.
- Increased sales by effectively identifying customer needs and presenting tailored solutions.
- Performed mathematical calculations to determine customers loan to value
- Completed loan applications over the phone
- Minimized lost sales opportunities, following up on leads promptly and maintaining open lines of communication with prospects.
- Supported new team members in adapting to company processes quickly, serving as a mentor for best practices in telesales operations.
Education
MBA - Healthcare Management, Business Administration
WESTERN GOVERNORS UNIVERSITY
REMOTE11-2021
BBA - Business Administration
UNIVERSITY OF TOLEDO
OHIO12-2007
Skills
- Microsoft Office
- SharePoint
- Smart Sheets
- Google Docs
- Confluence
- Calabrio
- Salesforce
- PioneerRx Pharmacy System
- Ad Hoc Reporting
- Training/Presentation Skills
- Coaching and Developing
- Communication
- Analytical Thinking
- Critical Thinking
- Decision-Making
- Process improvement
Certification
Nationally Certified Pharmacy Technician, CPhT, 07/01/14, 10055523
Timeline
SUPERVISOR, PROGRAM MANAGEMENT
EVERSANA
06.2024 - Current
CUSTOMER EXPERIENCE ANALYST
EVERSANA
04.2021 - 01.2024
REGIONAL INFORMATION SUPPORT SPECIALIST
EVERSANA
07.2013 - 04.2021
SALES SUPPORT SPECIALIST
WALGREENS MEDICARE SUPPORT CENTER
11.2010 - 07.2013
DEBT COLLECTOR
GENERAL REVENUE CORPORATION
06.2008 - 10.2010
TELESALES REPRESENTATIVE
FIFTH THIRD BANK CALL CENTER
01.2008 - 06.2008
MBA - Healthcare Management, Business Administration
WESTERN GOVERNORS UNIVERSITY
BBA - Business Administration
UNIVERSITY OF TOLEDO
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