Emma Osbern

I started my position as an agent in member care. After one year as an agent, I was promoted to a team lead. Assisted members with understanding their policy. Completing three-way calls with members and provider offices to obtain processing information for claims. Working with our claims team, provider team, and clinical team to advocate for our members in receiving the care they need. Helping to find benefit amounts for services and CPT codes. Recommending providers for services and finding discount cards for our members to use toward prescriptions. Additionally, I am working with member care agents by answering their questions on our lead help line. Providing a high level of customer service on phone calls. Managing internal communication with our team and members through tickets and their member inbox. Handling escalated cases and a high call volume while demonstrating a high level of professionalism and empathy toward our members.

Completing prescription intake process including verification of insurance information. Coordinate prescription processing and delivery with dispensing pharmacies. Manage and triage high volume of customer service phone calls while managing day to day operations. Ensure proper documentation of process flow from prescription initiation through completion. Build relationships with physicians, manufacturer sales representatives, pharmacies, patients, and other team members to optimize workflow and achieve program goals. Provide timely updates to physicians, pharmacies, and manufacturers regarding prescription status

Filling prescriptions for patients. Calling patient's monthly to schedule medication deliveries. Packaging and shipping specialty medications. Enrolling new patients in specialty pharmacy services. Conducting and processing prior authorizations. Billing and processing insurance coverages as well as doing insurance coverage searches. Finding financial assistance for patient's, enrolling in financial programs as directed. Participating in interviews for clinical pharmacists, operational pharmacists, certified pharmacy technicians and interns. Creating and posting monthly technician schedule. Speaking to auditors during accreditation interview process. Making many new workflows, training documents and policies for a start up pharmacy. Training new technicians. All while maintaining daily operational tasks in a retail pharmacy setting.

Running pharmacy under the direction of licensed pharmacist. Duties include filling prescriptions, scanning, posting, and putting away orders, returning unwanted prescriptions back to stock, calling patients on regards to new therapy, late to fill prescriptions, and prescriptions that have not picked up. Also assisting patients with all pick ups and drop offs of new prescriptions. Including typing them and selling to patients after proper verification.