Hannah Foster
Phenix City,AL
Summary
Detail oriented Senior Member Advocate with extensive healthcare services background and strong work ethic. Well-versed in quality assurance and database management functions. Excels at identifying client needs and concerns to improve engagement strategies and overall service.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Senior Member Advocate
MedOne Pharmacy Benefit Solutions
08.2023 - Current
- Handled escalated, highly sensitive topics with care and compassion, turning negative situations into positive interactions.
- Collected and statistically analyzed large data sets, ensuring department KPIs are tracked accurately.
- Conducted quality assurance for up to 13 Member Advocates, providing constructive team feedback and ensuring excellent customer service standards are maintained.
- Contributed to a positive work environment by cooperating with colleagues and maintaining open lines of communication across departments.
Member Advocate
MedOne Pharmacy Benefit Solutions
03.2023 - 08.2023
- Consistently exceeded performance metrics for call numbers, answering up to 90 calls daily, while maintaining 100% issue resolution rates and overall customer satisfaction scores.
- Leveraged strong problem-solving skills to address complex member issues efficiently and effectively.
- Assisted in updating company policies as necessary based on feedback received from members directly or through ongoing trend analysis efforts within our team.
- Contributed to a positive work environment by cooperating with colleagues and maintaining open lines of communication across departments.
Project Coordinator
Guy's & St Thomas' NHS Foundation Trust
09.2018 - 09.2020
- Created, managed, and maintained a project database of over 500 patients, analyzing and reporting diagnosis and gene mutation statistics.
- Coordinated cross-functional teams through MDTs to achieve seamless collaboration in achieving project objectives.
- Produced, proposed, and implemented new patient self-referral systems in accordance with HIPAA guidelines.
Team Leader
Guy's & St Thomas' NHS Foundation Trust
04.2016 - 09.2018
- Demonstrated highly attentive customer service skills through face-to-face client interactions, inbound/ outbound phone calls, and written emails.
- Validated referral data, avoiding high fees by guaranteeing that patient NHS 18-week pathways were on schedule.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
Education
IB Diploma - Equivalent To Associate's Degree -
George Green's College
London, UK01.2014
GCSEs - Equivalent To HS Diploma: 8 A+ To C Grades Including English, Math, And Applied Business -
George Green's School
London, UK01.2012
Skills
- Medical/ Pharmaceutical Terminology
- Multi-Tasking
- Data Analysis
- Challenging Stagnation
- Critical Thinking
- Quality Assurance
- Written/ Verbal Communication
- Self-Management
- Emotional Empathy
- Problem-Solving
Certification
- Certified Pharmacy Technician/ CPhT, 03/2024 - PTCB
- Project Management Professional Certification, 10/2022, Online Course - Google
- Business Administration BTEC - Level 2 Diploma, 09/2016 - Pearson
Volunteer Experience
Sir William Borough Primary School, London, UK. 01/01/2013 - 01/01/2014
Assisted in facilitating after school sports activities
Timeline
Senior Member Advocate
MedOne Pharmacy Benefit Solutions
08.2023 - Current
Member Advocate
MedOne Pharmacy Benefit Solutions
03.2023 - 08.2023
Project Coordinator
Guy's & St Thomas' NHS Foundation Trust
09.2018 - 09.2020
Team Leader
Guy's & St Thomas' NHS Foundation Trust
04.2016 - 09.2018
IB Diploma - Equivalent To Associate's Degree -
George Green's College
GCSEs - Equivalent To HS Diploma: 8 A+ To C Grades Including English, Math, And Applied Business -
George Green's School
- Certified Pharmacy Technician/ CPhT, 03/2024 - PTCB
- Project Management Professional Certification, 10/2022, Online Course - Google
- Business Administration BTEC - Level 2 Diploma, 09/2016 - Pearson
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