Summary
Overview
Work History
Education
Skills
Timeline
Generic

Erika Mitchell

Douglas

Summary

Dependable professional with a proven track record in process improvement and team development. Demonstrates strong attention to detail and a proactive approach to enhancing workflows. Skilled in training and motivating employees to achieve high performance and meet challenging targets. Experienced in managing teams effectively in fast-paced environments.

Overview

11
11
years of professional experience

Work History

Team Lead

IQVIA
02.2025 - Current
  • Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
  • Delegated tasks appropriately according to individual skill sets.
  • Reviewed completed work to verify consistency, quality, and conformance.
  • Assisted the manager in setting achievable goals for the team while monitoring progress towards them.

REIMBURSEMENT SPECIALIST

AllCare Plus Pharmacy
Northborough
01.2023 - 02.2025
  • Verified coverage with insurance companies to ensure accurate billing processes.
  • Reviewed rejection reports from carriers and collaborated with providers to resolve payment issues.
  • Communicated with insurance companies and patients to address billing discrepancies promptly.
  • Identified methods of payment for specialty medications to facilitate patient access.

INBOUND/DATA ENTRY TEAM LEAD AND TEAM TRAINER

AllCare Plus Pharmacy
Northborough
05.2018 - 01.2023
  • Collaborated with Program Manager to achieve departmental goals and enhance performance.
  • Planned, developed, and reviewed call flows for inbound team optimization.
  • Managed inbound phone queues while monitoring abandonment rates.
  • Coordinated with Program Manager to enforce necessary disciplinary actions.
  • Reviewed call recordings and completed scorecards to ensure team accuracy.
  • Ensured proper enrollment of patients in copay assistance and verified cap allowances.
  • Entered prescriptions during peak intake periods in collaboration with data entry team.
  • Trained inbound and data entry staff on new workflows as they emerged.

FRONT DESK ASSOCIATE

AMF Bowling
Auburn
11.2019 - 08.2020
  • Delivered exceptional guest care upon arrival at Bowlmor AMF.
  • Addressed guest inquiries and resolved complaints promptly.
  • Monitored walk-in customer flow versus reservations, managing waiting lists effectively.
  • Greeted guests in person and via phone, providing venue details and promotions.
  • Ensured cleanliness and organization of equipment; managed lane availability and usage.
  • Notified mechanics of pinspotter and pinsetter malfunctions, logging issues accurately.

CARE MANAGER

AllCare Plus Pharmacy
Northborough
05.2017 - 05.2018
  • Answered inbound calls, assisting customers with dedicated client-related services.
  • Contacted insurance companies to investigate benefits and verify coverage eligibility for client products.
  • Guided patients through enrollment in manufacturer copay assistance programs.
  • Delivered courteous and efficient service to all customers.
  • Participated in educational opportunities to enhance job knowledge and skills.
  • Collaborated effectively within a team to meet task requirements and objectives.

RETAIL STORE ASSOCIATE

Whittier Farm
Sutton
04.2014 - 04.2017
  • Managed cash register operations, ensuring accurate transactions and customer satisfaction.
  • Maintained reports and records according to store manual standards.
  • Assisted with special events, accommodating longer shifts and additional responsibilities.
  • Operated various kitchen equipment while maintaining a clean and safe workspace.
  • Addressed customer inquiries and concerns to enhance overall experience.
  • Completed additional tasks assigned by retail store manager as needed.
  • Consistently upheld cleanliness and safety protocols throughout the work environment.

Education

High School or Equivalent - Forestry

Norfolk County Agricultural High School
MA
01.2015

Some College (No Degree) - Wildlife Ecology

University of Maine
Orono, ME

Some College (No Degree) - General Studies

Quinsigamond Community College
Worcester, MA, US

Skills

  • Team leadership
  • Customer service
  • Performance monitoring
  • Employee training

Timeline

Team Lead

IQVIA
02.2025 - Current

REIMBURSEMENT SPECIALIST

AllCare Plus Pharmacy
01.2023 - 02.2025

FRONT DESK ASSOCIATE

AMF Bowling
11.2019 - 08.2020

INBOUND/DATA ENTRY TEAM LEAD AND TEAM TRAINER

AllCare Plus Pharmacy
05.2018 - 01.2023

CARE MANAGER

AllCare Plus Pharmacy
05.2017 - 05.2018

RETAIL STORE ASSOCIATE

Whittier Farm
04.2014 - 04.2017

High School or Equivalent - Forestry

Norfolk County Agricultural High School

Some College (No Degree) - Wildlife Ecology

University of Maine

Some College (No Degree) - General Studies

Quinsigamond Community College

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