Overview
Work History
Education
Timeline
Generic

Elaine Marks

Millville,Massachusetts

Overview

15
15
years of professional experience

Work History

Analyst, Resource Planning Project Team

CVS Specialty Pharmacy
Massachusetts
12.2019 - Current
  • Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
  • Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
  • Increased efficiency by streamlining data analysis processes and implementing automation tools.
  • Managed multiple projects simultaneously while adhering to strict deadlines and quality standards.

Analyst Resource Planning Scheduler

CVS Specialty Pharmacy
Massachusetts
04.2017 - 12.2019
  • Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
  • Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
  • Assisted the Real Time team monitoring phone volumes and running Silverlink.
  • Schedule maintenance for Milford, Memphis and Troy sites.

PSR Team Lead

CVS Specialty Pharmacy
Massachusetts
08.2010 - 04.2018
  • Trained new team members by relaying information on company procedures and safety requirements.
  • Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
  • Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
  • Coached team members in techniques necessary to complete job tasks.
  • Worked different stations to provide optimal coverage and meet production goals.
  • Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.

Pharmacy Service Representative

CVS Specialty Pharmacy
Massachusetts
03.2009 - 04.2017
  • Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality.
  • Consulted with insurance company representatives to complete claims processing, resolve concerns, and reconcile payments.
  • Entered and processed patients' prescriptions into internal system.
  • Helped pharmacist clear problematic prescriptions and address customer questions to keep pharmacy efficient.
  • Coordinated with healthcare providers to verify prescription accuracy, preventing potential medication errors or adverse reactions in patients.
  • Recognized outstanding employee performance resulting from consistently receiving positive feedback from customers.
  • Maintained patient confidentiality through diligent adherence to HIPAA regulations when accessing and updating medical records.
  • Enhanced patient satisfaction by providing exceptional customer service in a fast-paced pharmacy environment.
  • Reduced wait times for customers by effectively managing multiple tasks simultaneously and prioritizing urgent requests.
  • Participated in continuous professional development opportunities to stay current on industry trends and best practices in pharmaceutical care.
  • Assisted in the training of new pharmacy staff members, providing valuable guidance and support as they acclimated to their roles.
  • Increased team productivity by collaborating closely with colleagues and supporting their needs during high-volume periods.
  • Managed phone lines professionally, triaging calls as necessary to ensure prompt attention from appropriate personnel.
  • Streamlined prescription processing by efficiently utilizing pharmacy software systems and maintaining accurate records.
  • Addressed customer inquiries promptly, demonstrating extensive knowledge of pharmaceutical products and services available at the pharmacy.
  • Operated pharmacy systems to obtain patient prescription status, communicating with prescribing physicians and in-store pharmacists to clarify orders and meet specifications.
  • Applied mandates of Health Insurance Portability and Accountability Act regulations and company policies complementing or supporting satisfaction of regulatory requirements.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Delivered prompt service to prioritize customer needs.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Responded proactively and positively to rapid change.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Trained new personnel regarding company operations, policies and services.
  • Managed timely and effective replacement of damaged or missing products.
  • Trained staff on operating procedures and company services.
  • Increased efficiency and team productivity by promoting operational best practices.

Education

Diploma -

Nius Regional Highschool
Mendon, MA

Timeline

Analyst, Resource Planning Project Team

CVS Specialty Pharmacy
12.2019 - Current

Analyst Resource Planning Scheduler

CVS Specialty Pharmacy
04.2017 - 12.2019

PSR Team Lead

CVS Specialty Pharmacy
08.2010 - 04.2018

Pharmacy Service Representative

CVS Specialty Pharmacy
03.2009 - 04.2017

Diploma -

Nius Regional Highschool
Elaine Marks