Experienced professional with over 15 years in exceptional customer service for diverse patients. Demonstrates integrity, leadership, and problem-solving skills. Maintains focus on meeting others' needs, exemplifying professionalism and proper business etiquette. Proven ability to work effectively in a team with a positive attitude.
Overview
18
18
years of professional experience
Work History
Team Lead, GSK Program
PharmaCord
07.2024 - Current
Coordinated training for new team members, emphasizing our goal for patients to have access to life-altering medications: to get on and then to stay on therapy.
Served as a role model for the team by demonstrating commitment to exceptional customer service, professionalism, and adherence to company values at all times.
Influenced positive change within the organization through relationship management, innovation, and problem-solving abilities to coordinate maximum learning in minimum time.
Ensured all activities comply with healthcare regulations and PharmaCord standard operating procedures, including HIPAA verification and adhering to insurance guidelines.
Developed a strong understanding of medical terminology, coding systems (ICD-10 for diagnosis codes, CPT and HCPCS for billing codes) and insurance processes
Case Manager, GSK Program
PharmaCord
11.2023 - 07.2024
Supported patients through complex processes such as insurance verification, prior authorization, and appeals.
Communicated benefit coverage options and next steps in the patient journey using clear and patient-friendly language.
Identified and escalated adverse events, product complaints, and special situations as required by the program.
Documented all interactions within the Lynk system, maintaining detailed and accurate records.
Actively participated in team meetings and ongoing training to stay updated on policies and procedures.
Leveraged electronic tools to navigate and complete benefit investigations, ensuring payer coverage was secured for prescribed treatments.
Administrative Assistant
Advanced Global Communications
07.2023 - 10.2023
Produced dozens of documents to provide internal written guidelines and step-by-step procedures for co-workers in handling funds according to company policies.
Effectively communicated with customers and vendors via e-mail regarding expectations for how the anticipated payment of funds would be applied.
Developed and maintained filing systems to streamline document retrieval processes.
Administrative Assistant III
PDS Tech; Assigned to UPS Airlines
11.2022 - 06.2023
Arranged for over 200 pilots to be in compliance with international pre-entry COVID testing requirements, preventing loss of over $500,000.00 due to delays or possible dropped flights.
Coordinated with Occupational Health to track the return-to-work dates for dozens of pilots, via email communications and daily spreadsheets.
Conducted internal audits to ensure that quarantine paid time off remained within company guidelines.
Supported project management efforts by tracking deadlines, deliverables, and team communications.
Customer Service Representative
NexRep; Assigned to Priceline
03.2021 - 03.2023
Provided conflict resolution for customer account inquiries, and accurately provided information to solve or assist with customer product/service concerns.
Consulted with outside parties to resolve discrepancies and create effective solutions.
Worked within guidelines to effectively advise and assist customers with special needs.
Prioritized tasks and worked efficiently in a fast paced environment
Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
Administrative Assistant
Missoula Rural Fire District (MRFD)
05.2007 - 03.2021
Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
Facilitated communication between departments to support project alignment and collaboration.
Implemented office procedures that improved operational efficiency and reduced turnaround times.
Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
Coordinated travel arrangements and itineraries for executives, optimizing time management.
Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
Education
Bachelor of Arts - Psychology
Norwich University
Northfield, VT
12.1994
Skills
Attention to detail
Coaching and mentoring
Conflict resolution
Customer focus
Process improvement
Regulatory compliance
Relationship building
Accomplishments
2025: Collaborated with 4 Supervisors and 5 Regional Leads for a 3-month project, regarding the presentation and overview of program standard operating procedure, business rules, and work instructions for new Executive Case Managers.
2024: Coached and trained 90 agents during the AR (Annual Reverification) Season.
2023: Outstanding Leadership Award: for inspiring innovative solutions for UPS, by arranging for over 200 pilots to comply with international pre-entry COVID testing requirements, preventing loss of over $500,000.00 due to delays or possible dropped flights.
2009: Award of Excellence: for exceptional administrative support for The Missoula Rural Fire District (MRFD).
Accolades, Military Service, & Education
1998-02 – 2000-04 U.S. Army (National Guard): Chemical Officer Decatur, GA
1995-01 – 1998-02 U.S. Army (Active Duty): Chemical Officer Fort Stewart, GA