Summary
Overview
Work History
Education
Skills
Timeline
Generic

Diane J. Rhoads

Summary

Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.

Overview

16
16
years of professional experience

Work History

Patient Advocate I

CVS Specialty Pharmacy
11.2023 - Current
  • Take inbound calls from PSR's when they were unable to assist or resolve patient issues, demonstrating conflict resolution and customer service skills by showing empathy and active listening to de-escalate patient frustrations. I use problem resolution skills to effectively resolve customer issues.
  • As a Patient Advocate / Resolutions Specialist I provide a high level of customer service.
  • Facilitated patient access to specialty medications and resources.
  • Coordinated benefits verification and prior authorization processes for patients.
  • Responded to patient concerns and questions with compassionate and knowledgeable service.
  • Managed patient complaints professionally and efficiently while maintaining strict adherence to HIPAA regulations.
  • Educated patients on available resources and community programs, increasing their access to needed services.
  • Entered details into computer systems and managed database of information.
  • Assisted patients in navigating complex insurance processes, leading to successful claim resolutions and reduced financial burdens.
  • Educated patients and families on healthcare options and financial support resources.
  • Worked effectively with staff from all departments to coordinate resolutions.
  • Provided excellent customer service to patients and medical staff.
  • Engaged with patients to provide critical information.

Pharmacy Services Representative II

CVS Specialty Pharmacy
10.2020 - 11.2023
  • As a PSR II I interact directly with customers to answer questions, solve problems, provide education, and maintain the company's reputation for high quality service. I effectively handle incoming and outgoing phone calls to patients and clients while proactively gaining patient and order information.
  • During my time with CVS, I have been a member of following Center of Excellence Teams:
  • October 2020- September 2022 HealthPartners/ Virtual Careplus team
  • July 2022- 11/2023 The IUD Team
  • Sept 2022- 11/2023 The Synagis/Camzyos/Filspari Team
  • June 2023- 11/2023 The Wakix Team
  • Taking/Making inbound and outbound calls to patients regarding complex Specialty medication orders
  • Coordinate and process requests for refill/new order shipments
  • Verify eligibility, prior authorization, and other reimbursement requirements prior to shipment
  • Assist in enrolling and tracking new customer referrals
  • Provide explanation of CVS Specialty services to new customers
  • Transfer/escalate clinical questions and issues to the staff pharmacist
  • Assist with administrative and operational duties as required to include but not restricted to training and mentoring others, reports, and project work.
  • Work independently to resolve complex issues and display willingness to step out and assist as necessary to achieve objectives. Take escalated calls to assist positively in resolution.
  • Enroll new referrals and perform benefits investigation as needed and activate new referrals.
  • Serve as back up for supervisor and day-to-day resource to others.

Customer Service Representative Supervisor

Sitel
01.2010 - 11.2018
  • As a CSR Supervisor I was responsible for the direct daily supervision of customer service Supervised activities include those outlined in reporting employee essential duties and responsibilities. Critical responsibilities include participation in the hiring process, provision of guidance and direction to staff, schedule preparation and management, ensuring adherence to standard operating procedures, staff training, problem solving and follow-up, performance monitoring and evaluation, including corrective action, and data gathering and report preparation.
  • Supervised daily operations of customer service team, ensuring adherence to quality standards.
  • Trained new representatives on service protocols and effective communication techniques.
  • Implemented process improvements that enhanced customer satisfaction rates significantly.
  • Monitored performance metrics, providing feedback and coaching to optimize team efficiency.
  • Resolved complex customer issues by collaborating with cross-functional teams to deliver solutions.
  • Developed training materials and workshops to elevate staff skillsets and service delivery.
  • Conducted performance evaluations, identifying areas for development within the team structure.
  • Led initiatives promoting a positive work environment, fostering employee engagement and retention strategies.
  • Built positive rapport and relationships for high levels of customer satisfaction.
  • Coached and mentored service representatives to deliver polite, professional customer interactions.
  • Supervised large teams with guidance, support and direction for high-quality customer care.
  • Onboarded and trained customer representatives to meet performance and service goals.
  • Implemented company policies and procedures for professional, cohesive customer care.
  • Managed high call volume while maintaining exceptional quality standards in line with company expectations.
  • Monitored performance metrics to identify areas of improvement and implement necessary changes.
  • Facilitated open lines of communication within the team by holding regular meetings, promoting collaboration, and sharing best practices.
  • Reduced employee turnover by fostering a positive work environment and providing supportive leadership.
  • Balanced competing demands from customers while ensuring staff workload was manageable thereby reducing burnout.
  • Coordinated scheduling to ensure adequate staffing during peak hours, minimizing wait times for customers.

Education

Associate of Arts - Business Administration

Pennsylvania State University
Uniontown, PA
06-1989

Skills

  • Experienced in enhancing productivity with Microsoft Office
  • Proficient in Word, Access, Excel, PowerPoint, Adobe Acrobat Professional
  • Proactive issue resolution
  • Decision-making support
  • Clear and concise communication
  • Team collaboration
  • Team leadership
  • Proactive problem-solving
  • Organized nature

Timeline

Patient Advocate I

CVS Specialty Pharmacy
11.2023 - Current

Pharmacy Services Representative II

CVS Specialty Pharmacy
10.2020 - 11.2023

Customer Service Representative Supervisor

Sitel
01.2010 - 11.2018

Associate of Arts - Business Administration

Pennsylvania State University

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Diane J. Rhoads