Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Frelecia Ivey

Southaven,MS

Summary

Experienced professional with a background spanning from client support, customer care, direct service coordination, and certified nursing assistance. Proven track record of providing exceptional service, leading teams, and building strong relationships in diverse care settings. Recognized for creating positive, family-oriented environments while maintaining high standards of integrity and professionalism. Seeking a position in a values-driven, integrity-filled business where I can contribute to a wholesome and supportive culture, ultimately improving client satisfaction and organizational success.

Overview

6
6
years of professional experience
2
2

Certifications

Work History

Customer Care Coordinator

EVERISE
09.2024 - Current
  • Provided exceptional, empathetic customer care to beneficiaries of a Medicare part D program using telephone and chat services. assisted members with rx benefit inquiries, including information regarding plan's formulary, coverage details, and Medicare status and submitting rx orders.
  • Resolved complex member issues related to medication coverage, drug cost, tier levels and pharmacy claims with in-network locations. placed mail delivery orders and reships for lost medications. Entered plan benefit overrides in members account.
  • Educated members on their prescription drug benefits status, co-pays, formulary changes, and cost-saving programs, alerted members on eligibility for payment plans increasing program utilization.
  • Assisted with the submission and tracking of prior authorizations, coverage determinations and plan applications, ensuring accurate processing and timely follow-up with members.
  • Maintained accurate records by documenting customer interactions and updated CRM systems to ensure compliance with company policies and HIPAA regulations.
  • Collaborated with pharmacy and claims teams to resolve complicated issues, improve service delivery, and ensure customer needs are met.
  • assigned to offer helpful & de-escalation tactics via chat to new hires and colleagues. assisted team members with complicated issues involving interactions with beneficiaries daily needs.

Direct Service Provider

Indev Supported Living
01.2023 - 06.2024
  • Assisted individuals with intellectual disabilities in daily activities of living (ADLs) to promote independence and well-being
  • Administered medication and monitored vital signs, such as blood pressure, ensuring adherence to health care plans
  • Prepared nutritious meals, accounting for dietary restrictions and preferences
  • Maintained cleanliness and organization of living spaces, involving clients in household tasks to enhance their skills
  • Provided reliable transportation for clients to attend appointments, retrieve monthly prescriptions, obtain usual necessities nd fulfill personal obligations
  • Accurately documented clients' daily activities and progress in the organization's digital records system
  • Delivered compassionate emotional support and guidance, adapting to clients' varying needs for positive behavioral reinforcement

Lead Direct Care Staff Member

Community Outreach Inc
06.2023 - 01.2024
  • Provided comprehensive support to individuals, focusing on fostering new experiences and personal growth
  • Facilitated goal-setting and imparted essential social and life skills
  • Ensured compliance with organizational and state requirements through timely completion of monthly reports and daily client documentation
  • Attained Medication Technician Certification, authorized to administer both controlled and non-controlled medications
  • adopted deescalation techniques and completed restraint training program to maintain a safe environment
  • Coordinated and executed transportation arrangements for client appointments and necessary errands
  • Contributed to daily operations by preparing meals and maintaining cleanliness in both communal areas and client living spaces
  • became a safe space for residents to feel welcomed and open to freedom of speech when voicing ideas and thoughts

Nail Technician

Vsl nail spa
10.2021 - 07.2022
  • Delivered expert nail care services, including manicures and pedicures, ensuring precise polish, cuticle care, and nail shaping
  • Consistently met the needs of 12 or more clients per day, maintaining high standards of service and customer satisfaction
  • Maintained a thorough understanding of spa services and products, effectively educating clients to enhance their treatment experience
  • Ensured guest satisfaction by providing prompt and accurate responses to inquiries and service requests
  • Contributed to team growth by assisting in the onboarding and training of new staff members

Customer Service Representative

Alorica
01.2021 - 02.2022
  • Provided comprehensive customer support for technical and mobile service issues, including troubleshooting, billing, and service inquiries
  • Managed a high volume of inbound calls, ensuring timely and effective resolution of customer concerns
  • Developed tailored solutions to meet the unique requirements of a diverse clientele, enhancing customer satisfaction
  • Honed active listening skills to fully understand customer needs and deliver service with empathy and professionalism
  • Demonstrated expertise in de-escalating tense situations, restoring customer confidence and maintaining positive relationships

Customer Service Representative

Xtend healthcare
01.2021 - 08.2021
  • Provided vital assistance to customers in scheduling COVID-19 vaccination appointments, ensuring efficient access to Moderna and Pfizer vaccines
  • Redirected inquiries to appropriate departments and facilities to effectively meet callers' specific healthcare needs
  • Offered customers multiple location options for appointment scheduling, enhancing convenience and accessibility
  • Responded to inquiries with informative answers and a well-curated list of Frequently Asked Questions to address common concerns
  • Demonstrated adeptness in de-escalating tense situations through the use of thoughtful communication and conflict resolution skills

Certified Nursing Assistant

Allenbrooke nursing home
02.2020 - 12.2020
  • Provided comprehensive patient care support, facilitating recovery through assistance with therapeutic exercises and mobility training for individuals recuperating from surgeries and severe injuries
  • Administered and monitored medication regimens for a diverse patient group, ensuring timely and accurate delivery of prescribed treatments
  • Communicated effectively with families, doctors, and other healthcare professionals to ensure seamless care and address any concerns regarding patients health status

Education

Diploma in Basic Core Education

Horn Lake High School
Horn Lake
05-2019

Skills

  • Collaborative Leadership
  • Care Plan Coordination
  • Analytical Resolution Skills
  • Health Compliance Management
  • Emotional Awareness
  • Risk Assessment and Mitigation
  • Organizational Skills
  • Ethical Professionalism
  • Client Relations Oversight
  • Team Skill Enhancement
  • Facilitated Patient Support
  • Conflict Resolution
  • Safety Regulation Knowledge
  • Microsoft Office Suite & Computer Proficiency
  • Organized Task Prioritization
  • Adaptbility & Continuous Learning

Certification

  • Certified nursing assistant, 01/01/20
  • Medication administration, 01/01/23

Timeline

Customer Care Coordinator

EVERISE
09.2024 - Current

Lead Direct Care Staff Member

Community Outreach Inc
06.2023 - 01.2024

Direct Service Provider

Indev Supported Living
01.2023 - 06.2024

Nail Technician

Vsl nail spa
10.2021 - 07.2022

Customer Service Representative

Alorica
01.2021 - 02.2022

Customer Service Representative

Xtend healthcare
01.2021 - 08.2021

Certified Nursing Assistant

Allenbrooke nursing home
02.2020 - 12.2020

Diploma in Basic Core Education

Horn Lake High School

Similar Profiles

CREATE PROFILE
Frelecia Ivey