Dominique A. Sherrard

• Serve as first point of contact for high-volume inbound calls, addressing client inquiries using approved scripting.
• Accurately document client information, service needs, and referral details in CRM systems.
• Schedule appointments and coordinate service requests while ensuring timely follow-up.
• Escalate urgent or complex concerns to appropriate internal teams.
• Maintain confidentiality of sensitive customer and account information.

CVS Pharmacy | 2020– 2023
• Assisted patients with prescription processing, insurance claims, and payment resolution.
• Collected and verified non-medical patient information accurately.
• Supported pharmacy staff by routing inquiries appropriately and managing intake workflow.
• Maintained compliance with HIPAA standards and company privacy policies.
• Delivered compassionate, patient-centered support in a fast-paced healthcare environment.

• Collects and verifies patient demographic and insurance information
• Submits prior authorization requests through payer portals and electronic systems
• Reviews documentation for accuracy and completeness
• Tracks authorization status and follows up with insurance companies
• Communicates authorization updates to providers and care teams
• Maintains confidentiality of protected health information
• Documents all activity accurately within electronic medical records

• Served as first point of contact for customers, managing inbound calls and service scheduling.
• Documented customer concerns and routed service requests to appropriate staff.
• Processed payments and maintained accurate service records.
• Provided professional front-desk support in a high-volume setting.

• Answers inbound calls from patients using approved scripting
• Collects and documents non medical patient information
• Schedules appointments and coordinates referrals
• Routes calls to nurses or clinical staff following call screening protocols
• Escalates urgent concerns according to policy
• Maintains patient confidentiality and HIPAA compliance
• Accurately documents all interactions in electronic systems