JENNIFER AMICK
Chapin,SC
Summary
Service oriented with 25+ years in administration, medical, and insurance field.
Professional with strong track record in customer service and advocacy. Proven ability to enhance member satisfaction through effective communication and problem-solving skills. Adept at working collaboratively within teams to deliver results and adapt to changing needs. Skilled in conflict resolution, data management, and providing exceptional support
Overview
18
18
years of professional experience
Work History
Service Advocate
Aetna / CVS Health
05.2022 - Current
- Responsible for Outbound and Inbound calls
- Review benefits and assist members with calling their doctor, making appointments, questions on billing
- Answering any questions the member has, sending them educational material
- Help my manager with interviews and completed LIT (Leadership In Training) program
- Supported team members, fostering a collaborative and productive work environment.
- Demonstrated empathy and active listening skills when dealing with frustrated customers, diffusing tense situations effectively.
- Analyzed customers' issues and complaints and initiated corrective actions.
- Maintained detailed knowledge of company products and services to provide accurate information to clients.
- Exceeded performance metrics consistently by prioritizing tasks effectively and efficiently.
- Documented calls accurately in STARS and GPS systems maintaining organized records for future reference or escalation purposes if needed.
- Monitored trends in customer feedback to identify areas for improvement within the department or company-wide initiatives.
Business Office Associate
Lexington Medical Center LFP Irmo
07.2015 - 05.2022
- Front desk duties, billing, referrals, prior authorizations, and making appointments
- Train new employees on the Epic computer system
- Maintained confidentiality by securely managing sensitive documents and information.
- Greet patients, update all of their information into the computer, knowledge of different insurances, acts as a liaison to the clinical staff and doctors, assists patients with their concerns
- General office procedures
Pharmacy Technician
Rite Aid Pharmacy
10.2006 - 07.2015
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Stocked, labeled, and inventoried medication to keep accurate records.
- Completed paperwork, entering prescription and insurance or billing information into patient profiles.
- Communicated with prescribers to verify medication dosages, refill authorizations, and patient information.
- Consulted with insurance company representatives to complete claims processing, resolve concerns, and reconcile payments.
- Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems, and locating items.
- Collected co-payments or full payments from customers.
- Counted, measured, and compounded medications following standard procedures.
- Trained new pharmacy technicians on proper procedures and best practices, ensuring consistent quality of service.
Education
Edinboro University
Edinboro, PAHigh School Diploma -
Sacred Heart High School
Pittsburgh, PASkills
- Analytical Decision-Making
- Customer Service Experience
- Customer Complaint Resolution
- Advanced Problem-Solving
- Assertiveness
- Call handling
- Teamwork and collaboration
- Attention to detail
- Leadership skills
- Multitasking
- Reliability
- Critical thinking
- Organizational skills
- Active listening
- Effective communication
- Adaptability and flexibility
- Decision-making
- Patient confidentiality
- Supervisory experience
- Organized and detail oriented
- HIPAA guidelines
- Self motivation
- Medical terminology
- Conflict resolution
- Health service referral
- MS office
- Record keeping
- Training skills
- Problem-solving aptitude
Accomplishments
- Supervised team of 13 staff members.
- Achieved auditing compliance through effectively training patient service representatives.
- Documented and resolved customer service issues which led to increased patient / member satisfaction.
- Achieved high proficiency evaluations by completing daily work functions with accuracy and efficiency.
- Completed LIT (Leadership In Training) program.
Timeline
Service Advocate
Aetna / CVS Health
05.2022 - Current
Business Office Associate
Lexington Medical Center LFP Irmo
07.2015 - 05.2022
Pharmacy Technician
Rite Aid Pharmacy
10.2006 - 07.2015
Edinboro University
High School Diploma -
Sacred Heart High School
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