Summary
Overview
Work History
Education
Skills
Timeline
Generic

Heather Griffin

Riverton

Summary

Experienced management professional with a proven track record of leading teams to success through collaboration, operational efficiency, and achieving measurable outcomes. Skilled in strategic planning, process improvement, and fostering a culture of accountability and excellence. Recognized for adaptability and consistently meeting changing organizational needs.

Overview

20
20
years of professional experience

Work History

Regional Adjudication Manager

Omnicare, a CVS Health Company
07.2010 - Current
  • Manage a team of 60+ adjudication associates and supervisors.
  • Ensure all denied pharmacy point-of-sale claims are worked timely and accurately.
  • Monitor for compliance with company policies and industry regulations.
  • Create team training documents.
  • Develop a strong relationship across departments.
  • Present various topics to a large group of colleagues.
  • Proficient in Microsoft Teams, Word, Excel and PowerPoint.
  • Managed and motivated employees to be productive and engaged in work.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Established team priorities, maintained schedules and monitored performance.
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Accomplished multiple tasks within established timeframes.

Customer Service Supervisor

Omnicare, a CVS Health Company
01.2009 - 07.2010


  • Coached employees through day-to-day work and complex problems.
  • Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
  • Enhanced team productivity through regular coaching, feedback, and performance evaluations.
  • Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
  • Coached team members to deliver hospitable, professional service while adhering to set service models.
  • Led regular customer service meetings to review progress identify challenges and provide feedback.
  • Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.

Pharmacy billing representative

Omnicare, a CVS Health Company
08.2005 - 01.2009


  • Worked effectively with pharmacy benefit managers such as Medicare, Medicaid, and commercial insurances to obtain timely and accurate payments.
  • Received incoming information and entered into database system.
  • Improved billing accuracy by thoroughly reviewing and verifying invoice data before submission.
  • Enhanced client satisfaction with prompt resolution of billing inquiries and disputes.
  • Assisted management with month-end close activities, ensuring accurate financial reporting within set deadlines.
  • Researched and resolved billing discrepancies to enable accurate billing.

Education

Associate of Science - General Studies

Salt Lake Community College
Salt Lake City, UT

Skills

  • Service excellence
  • Organizational time strategies
  • Workforce education
  • Employee performance evaluation
  • Schedule management
  • Effective communication
  • Policy development
  • Strategic revenue optimization

Timeline

Regional Adjudication Manager

Omnicare, a CVS Health Company
07.2010 - Current

Customer Service Supervisor

Omnicare, a CVS Health Company
01.2009 - 07.2010

Pharmacy billing representative

Omnicare, a CVS Health Company
08.2005 - 01.2009

Associate of Science - General Studies

Salt Lake Community College

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