Felicia Hercule
Dallas,GA
Summary
Dedicated professional with demonstrated strengths in customer service, time management and staying on top of demands in fast-paced environments. Good at troubleshooting problems and building successful solutions. Excellent verbal and written communicator with strong background cultivating positive relationships and exceeding goals. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Topnotch relationship-building and communication skills gained during 8 years of related experience.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Pharmacy Technician
ASPN Pharmacy
11.2022 - 07.2023
- Reviewed perspective and retrospective medical records of denied claims for medically necessary prescriptions
- Extrapolate and summarize medical records for external review you
- processed prior authorizations and supporting documents
- Liaise with physicians and insurance providers to investigate patient appeals for denied claims reviewed prospective and retrospective medical records of denied claims for medically necessary prescriptions
- Developed correspondences for patients' providers and regulatory entities
- Served as a subject matter expert on the implementation and interpretation of medical policy ensured the timely compliant fulfillment of patient deliverables
- Respected customers privacy by maintaining strict confidentiality and end upholding all local and HIPAA laws.
- Answered 100+ incoming phone calls and addressed questions from customers and healthcare providers.
Pharmacy Technician
Asembia | Remote
07.2021 - 09.2022
- Sought information from clients for claim processing
- Documented, researched insurance coverage
- Processed new claim hand-offs to other departments.
Pharmacy Technician
HGS
03.2020 - 02.2021
- Contacted clinics or physicians to request patient information
- Ran reports, checked data, and resolved discrepancies to manage records
- Contacted clinics or physicians to request patient prescription refills
- Researched and resolved dosage conflicts, potentially harmful drug interactions and insurance issues for patient safety and wellness.
Pharmacy Technician
CVS Pharmacy Inc
01.2018 - 01.2020
- Established and updated patient profiles, including lists of medications and insurance details
- Refilled medications, offered insight into over-the-counter products and verified insurance benefits
- Assisted pharmacist with clearing high volume of problem prescriptions and customer questions to maintain optimal team efficiency
- Created new customer profiles and updated information in pharmacy computer systems
- Worked with insurance companies to process claims, resolve problems, and obtain payments
- Dispensed and labeled over 500 prescriptions daily with expert accuracy in high volume pharmacy setting
- Placed orders for out-of-stock medications to ensure patients received their prescriptions on time
- Collaborated closely with pharmacist to deliver high level of quality care to patients and patrons.
Shift Manager
Yogli Mogli
01.2017 - 03.2018
- Coached and trained employees and created daily work schedules and assignments, boosting efficiency and enhancing operations
- Helped employees operate productively and stay on task to meet business and customer needs
- Greeted incoming customers and provided personable and knowledgeable service
- Counted product stock to maintain inventory records
- Counted drawers at start and end of shifts to validate daily records and uphold accounting accuracy.
Customer Service Representative
Verizon
08.2017 - 01.2018
- Handled high call volume to quickly answer inquiries, update accounts and resolve concerns
- Updated CRM system with call information and interaction details for future reference
- Offered customers current product and service information to enhance brand awareness
- Researched to provide accurate and complete information
- Met quality and service standards when responding to requests
- Assisted customers with troubleshooting and resolving technical issues
- Built rapport with customers through actively listening to maximize opportunities
- Processed orders and responded to order status inquiries using computer system.
Cashier Sales Associate
Walmart
04.2016 - 06.2017
- Maximized customer satisfaction by assisting customers complete purchases, locate items and sign up for rewards programs
- Kept check-out areas clean, organized, and well-stocked to maintain attractive store
- Presented friendly and positive attitude while communicating clearly with customers and colleagues
- Greeted incoming customers and provided personable and knowledgeable service.
Customer Service Representative
Domino's Pizza
01.2015 - 01.2016
- Greeted customers to facilitate services, determine service needs and accurately input orders into electronic systems
- Addressed customer service inquiries quickly and accurately
- Complied with safety and sanitation guidelines to maintain health and well-being of customers and other staff
- Communicated with customer to provide menu offering details and assist with decision-making
- Created from-scratch pizza dough daily in large quantities following authentic Domino's recipe.
Education
Bachelor's Degree -
Strayer University
Douglasville, GA2025
High School Diploma - Healthcare Administration
Hiram High School
Hiram, GA05.2016
Skills
- Prescription Review
- Medicare and Medicaid Processes
- FDA and HIPAA Compliance
- Payment Processing
- Dosage Calculation
- Pharmacy Terminology
- Attention to detail
- Policy and Procedure Adherence
- Communication and rapport building
Certification
- Licensed Pharmacy Tech
- Registered in state of GA
Timeline
Pharmacy Technician
ASPN Pharmacy
11.2022 - 07.2023
Pharmacy Technician
Asembia | Remote
07.2021 - 09.2022
Pharmacy Technician
HGS
03.2020 - 02.2021
Pharmacy Technician
CVS Pharmacy Inc
01.2018 - 01.2020
Customer Service Representative
Verizon
08.2017 - 01.2018
Shift Manager
Yogli Mogli
01.2017 - 03.2018
Cashier Sales Associate
Walmart
04.2016 - 06.2017
Customer Service Representative
Domino's Pizza
01.2015 - 01.2016
Bachelor's Degree -
Strayer University
High School Diploma - Healthcare Administration
Hiram High School
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