Erin Cockerill
Summary
Pharmacy Technician with several years of experience and success in working in a fast-paced specialty pharmacy environment. Proficient in troubleshooting problems, handling complaints, and assisting with team members' questions with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Resolution Specialist
Optum Specialty Pharmacy
01.2021 - Current
- Handle incoming phone calls from fellow patient care coordinators, patients and Prescriber Offices
- Provides real time coaching and mentoring to fellow colleagues to further their knowledge of procedures.
- Utilize critical thinking skills to identify creative solutions for patients' concerns.
- Handles escalated calls calmly and professionally, ensuring that the caller felt heard and supported throughout the process.
- Resolve complex issues promptly and professionally.
Contact Center Lead
Diplomat Specialty Pharmacy
01.2015 - 01.2021
- Handle incoming phone calls from fellow patient care coordinators, patients and Physician's office
- Train new employees throughout employment
- Leader for a team up to 10 people
- Audit/checking employee's work
- Resolve escalated patient care resolution tasks
- Quality Call Monitoring and Error Reporting.
Clerical
Sherwood Creations
01.2003 - 01.2015
- Handled inventory and purchasing of inventory and supplies
- Worked extensively with Microsoft Office-Word, Excel, Outlook
- Customer Service
- Handled office tasks such as taking phone orders, directing calls and customer service
- Ensured the efficient day-to-day running of all business operations
- Handle financial matters, including Accounts Payable and Accounts Receivable
- Train and supervise up to 15 temporary and new employees throughout employment.
Education
Associates - Accounting/Computer Information Systems
Baker College
Flint, MI2006
Skills
- Critical Thinking
- Active Listening
- Assertiveness
- Customer Service
- Attention to Detail
- Professionalism
Certification
- LPhT - Licensed Pharmacy Technician
Timeline
Resolution Specialist
Optum Specialty Pharmacy
01.2021 - Current
Contact Center Lead
Diplomat Specialty Pharmacy
01.2015 - 01.2021
Clerical
Sherwood Creations
01.2003 - 01.2015
Associates - Accounting/Computer Information Systems
Baker College
- LPhT - Licensed Pharmacy Technician
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