Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Desiree Hancock

Raleigh,United States

Summary

  • Focused professional bringing top-notch skills in oral and written communication, active listening, and analytical problem-solving skills.
  • Highly proficient in accurately filling and labeling prescriptions, maintaining drug inventories, and updating pharmacy records.
  • Enhances customer experience by employing service-oriented behaviors, understanding customer desires, and providing customer solutions to build loyalty.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Pharmacy Services Specialist

Blue Cross NC
08.2024 - Current
  • Provides daily coordination of activities related to operations of pharmacy benefit management.
  • Provides support to staff and coordinates tasks regarding the research, development, implementation and evaluation of programs, projects and initiatives.
  • Serves as resource to staff and subject matter expert for assigned initiatives to provide input regarding pharmacy needs, impacts and projects.
  • Resolves issues and escalates to management as appropriate; assists management in addressing clinical and contractual issues.
  • Coordinates review, implementation, and quality assurance of benefit plan administration with internal stakeholders and PBM account team.
  • Resolves or coordinates the resolution of escalated customer service inquiries and grievances internally and with PBM, including researching and authorizing/making pharmacy claim adjustments as appropriate.
  • Coordinates the resolution of Pharmacy Coverage Determinations with Clinical Staff and/or external partners as appropriate
  • Coordinates the resolution of pharmacy claim reconsiderations and appeals with the Appeals department and/or external partners as appropriate.
  • Responsible for responding to and coordinating review and approval of RFPs, government program applications, and similar requests.

Pharmacy Technician

CVS Pharmacy
08.2023 - Current
  • Maintains accurate inventory counts. Maintains the accuracy of on-hand quantities including but not limited to basic departments, stockroom, and overstock locations.
  • Packages and labels prescriptions, ensuring accurate dosage, side effects, interactions, and refill instructions.
  • Provides administrative assistance and customer service in the processing of prescriptions orders and dispensing of medications for a high volume pharmacy.
  • Interacts with physicians offices to verify new prescription orders for potential fraudulent activity
  • Handles the processing of all insurance claims including workers compensation and reviewing outstanding claims.
  • Handles various administrative procedures including register close-outs and cash reconciliations.

Customer Service Representative

Blue Cross NC
09.2019 - 08.2024
  • New hire mentor for training sessions and skill development classes.
  • Lead training sessions for both new and existing employees in small groups.
  • Assisted in team chat
  • Collected information and records from customers, members, and providers.
  • Corrected incorrect claims submissions and inquiries about medical care and benefit details.
  • Provided information about available deals and guides customers on how to access relevant information.
  • Assisted providers and members with claims, benefits, and authorizations.
  • Created and implements waiver training materials.

Pharmacy Technician

Omnicare
07.2017 - 09.2019
  • Handled incoming calls and addressed customers' and healthcare providers' inquiries.
  • Ensured accurate medication dosages, filled prescriptions, and prepared labels.
  • Enter and processed incoming prescriptions, charges, and credits into the computer.
  • Made routine deliveries for filled medication orders and picked up new orders to be filled.
  • Maintained accurate prescription quantities and records of medications.
  • Consulted with insurance companies to assist with claims processing, address concerns, and payment reconciliation.
  • Packaged and labeled prescriptions, ensuring accurate dosage, side effects, interactions, and refill instructions.

Customer Care Professional

Xerox
09.2015 - 06.2017
  • Received a high volume of inbound telephone calls, chats, and emails, assisting Medicare beneficiaries.
  • Provided assistance to Medicare beneficiaries who needed help signing up for mail-order pharmacy services.
  • Recorded customers' information and service requests in the computer system.
  • Provided customers with information regarding available services and evaluated their individual needs.
  • Helped colleagues by providing assistance, training, and troubleshooting support.
  • Created reports to monitor workload, response time, and input quality as part of my standard tasks.
  • Resolved customer account issues during every phone call, while ensuring accurate documentation and research.

Education

Associate of Science - AS - Respiratory Care Therapy/Therapist

Henderson Community College
08.2019

Associate's - Health Services/Allied Health/Health Sciences, General

Kentucky State University
12.2014

High School Diploma -

Union County High School
05.2012

Skills

  • Customer Support
  • Prior Authorization
  • Insurance
  • Inventory Management

Certification

Certified Pharmacy Technician

Timeline

Pharmacy Services Specialist

Blue Cross NC
08.2024 - Current

Pharmacy Technician

CVS Pharmacy
08.2023 - Current

Customer Service Representative

Blue Cross NC
09.2019 - 08.2024

Pharmacy Technician

Omnicare
07.2017 - 09.2019

Customer Care Professional

Xerox
09.2015 - 06.2017

Associate of Science - AS - Respiratory Care Therapy/Therapist

Henderson Community College

Associate's - Health Services/Allied Health/Health Sciences, General

Kentucky State University

High School Diploma -

Union County High School

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Desiree Hancock