Isis Lynn
Orlando,FL
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
12
12
years of professional experience
Work History
Customer Service Advocate II
Centene
11.2019 - Current
- Assist to resolve missed visits or missed supplies - reaching out to Provider for status/update authorizations, as needed
- · Assist with all LTC (Member/Provider) calls.
- Provided guidance and support to program participants in navigating resources, services, and opportunities.
- Answered incoming calls from members and providers . provide assistance with product inquiries, billing questions, and other customer service related issues.
- Resolved members complaints in a timely manner to ensure customer satisfaction.
- Utilized knowledge base to answer inquiries from customers quickly and effectively.
- Determined medical necessity of requested services by reviewing members records and corresponding with providers as needed.
- Review authorizations and assist with correcting authorizations, as needed, to match the PCCP
- · Triage/Route calls correctly.
Customer Care Specialist
CVS Specialty Pharmacy
05.2016 - 10.2019
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Speak with patients , prescriber regarding prescription filling and work closely with pharmacy technicians to fill orders .
- Counseled patients on medication use and answered questions about drug interactions, side effects, and dosage.
- Performed meticulous checking of prescription and inventory to minimize errors.
- Ensure patients remain on track with medication regimen- outbound therapy/medication adherence checkups; secures refill prescriptions.
- Communicate with prescribers for set appointments date of orders to be delivered or reschedule .
- Verified insurance eligibility and coverage for patients. Received copayments and enter PAP into the system .
- Entered patient demographic and insurance data into electronic medical record system.
- Handled customer service inquiries in person, via telephone and through email.
Customer Service Representative
TTEC
04.2013 - 04.2016
- Maintained confidentiality of private banking information with discretion, diplomacy and professionalism.
- Assisted customers with banking needs and inquiries.
- Educated customers on online banking and mobile banking applications.Processed applications for new accounts.
- Executed wire transfers, stop payments and account transfers.
- Handled various accounting transactions.
- Calculated fees due, interest and change for customer transactions.
- Handled customer inquiries and suggestions courteously and professionally.
- Assisted customers with navigating bank systems, completing transactions and opening or closing accounts.
- Processed various transactions with accuracy and according to bank standards and legal requirements.
- Monitored transactions for compliance with regulations and identified supervisor of discrepancies.
Education
Diploma - General Studies
Parkview High School
Springfield, MO05.2011
Skills
- Microsoft PowerPoint
- Microsoft Word
- Microsoft Excel
- Active Listening
- Critical Thinking
- Problem-solving abilities
- Customer Service
- Scheduling
- Call Management
- Product Knowledge
- Appointment Scheduling
- Order Processing
- De-Escalation Techniques
Timeline
Customer Service Advocate II
Centene
11.2019 - Current
Customer Care Specialist
CVS Specialty Pharmacy
05.2016 - 10.2019
Customer Service Representative
TTEC
04.2013 - 04.2016
Diploma - General Studies
Parkview High School
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