Summary
Overview
Work History
Education
Skills
Timeline
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Gracie Lara

Copperas Cove,TX

Summary

Dynamic professional with a proven track record with previous employers, adept in multitasking and organization. Excelled in enhancing customer service through effective problem-solving, communication and empathy to build strong customer relationships. Skilled in data entry and maintaining confidentiality, demonstrating a strong work ethic and adaptability in fast-paced environments. Willingness to take on added responsibilities to meet team goals.

Overview

30
30
years of professional experience

Work History

Needs Coordinator

Clearwater Benefits
09.2022 - 01.2025
  • Conducted initial case assessment following internal SLA/SOP guidelines.
  • Submitted case reviews and recommendations to leadership.
  • Reconciled cases in IPS/Salesforce for payments and reimbursement on a continuous basis.
  • Handled multiple tasks such as navigating systems, taking notes on each call, and answering inquiries from customers.
  • Managed a high volume of customer calls daily, maintaining composure under pressure.
  • Negotiated cash pay medical rates with provider on behalf of the customer.

Claims Concierge

Hippo Insurance
03.2022 - 08.2022
  • Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction, ensuring minimal wait times for policyholder inquiries.
  • Responded to policyholder requests for claim status.
  • Coordinated with claims adjusters to expedite the process, ensuring policyholder needs were met in a timely manner.
  • Documented each interaction for accurate, up-to-date records.
  • Contributed to team meetings with insightful feedback, aiming for continuous improvement in customer service.

Compliance Specialist

Texas State Board of Pharmacy
05.2016 - 03.2022
  • Served as a point of contact for field inspectors seeking information on prior state inspections.
  • Stayed abreast of evolving regulations by attending conferences, and other professional development opportunities.
  • Data entered pharmacy inspections ensuring accurate documentation was maintained and followed according to regulatory requirements at all times.
  • Worked with legal counsel to address any instances of non-compliance or potential violations promptly.
  • Fielded in-bound calls from licensees on compliance-related issues.

Lead Pharmacy Tech

HEB Pharmacy
08.1994 - 05.2016
  • Answered incoming phone calls and addressed questions from customers and healthcare providers.
  • Stocked, labeled, and inventoried medication to keep accurate records.
  • Enhanced pharmacy workflow by assisting pharmacists with medication dispensing, labeling, and packaging.
  • Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
  • Promoted patient confidentiality by adhering to HIPAA regulations when handling personal information during transactions.
  • Solved customer insurance problems in-person or over telephone.
  • Provided exceptional customer service, fostering positive relationships with both new and returning patients at the pharmacy counter.

Legal Secretary

Travis County Attorney's Office
01.1998 - 05.2001
  • Answered and directed calls using multi-line switchboard.
  • Received and placed telephone calls to clients.
  • Prepared legal correspondence and wrote professional letters for attorneys.
  • Filed documents with courts on behalf of attorney.
  • Maintained strict confidentiality of sensitive information to protect client privacy and uphold professional ethics.
  • Facilitated communication between clients and attorneys, ensuring prompt responses to inquiries.
  • Supported attorneys during court proceedings by efficiently coordinating exhibits, witness interviews, and other essential tasks.

Education

High School Diploma -

Lampasas High School
Lampasas

Austin Community College
Austin, TX

Skills

  • Multitasking and organization
  • Highly adaptable
  • Problem-solving skills
  • Customer service
  • Strong work ethic
  • Confidentiality and HIPAA
  • Call center experience
  • Computer proficiency
  • Active listening
  • Professional telephone demeanor
  • Microsoft Office
  • Administrative support

Timeline

Needs Coordinator

Clearwater Benefits
09.2022 - 01.2025

Claims Concierge

Hippo Insurance
03.2022 - 08.2022

Compliance Specialist

Texas State Board of Pharmacy
05.2016 - 03.2022

Legal Secretary

Travis County Attorney's Office
01.1998 - 05.2001

Lead Pharmacy Tech

HEB Pharmacy
08.1994 - 05.2016

High School Diploma -

Lampasas High School

Austin Community College

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Gracie Lara