Jennifer French
King,NC
Summary
Dynamic and adaptable Pharmacy Customer Service Representative with a proven track record at Elevance Health. Excelled in insurance verification and customer service excellence, enhancing patient understanding and loyalty. Demonstrated exceptional problem-solving abilities and confidentiality compliance, contributing to a significant increase in customer satisfaction ratings.
Knowledgeable Customer Care Representative in a remote call center setting with solid history in providing excellent customer service within pharmacy sector or medical practice. Expertise in handling customer inquiries, managing transactions, and ensuring compliance with healthcare regulations. Demonstrated proficiency in communication and problem-solving, fostering positive customer experiences and efficient pharmacy or medical office operations. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. I am also confident working with Medicare and Medicaid as well as commerical insurance, getting prior authorizations, checking member benefits, proof of coverage, continuation of benefits, and working closely with other providers to get any necessary information needed for a patient, including working with manufacturer copay card assistance programs.
Overview
22
22
years of professional experience
Work History
Pharmacy Customer Service Representative
Elevance Health
11.2021 - 09.2024
- Assisted customers in navigating insurance claims, resulting in fewer denials and improved coverage understanding.
- Demonstrated adaptability through cross-training in various roles within the pharmacy setting to better serve customers as needed.
- Collaborated with pharmacists to resolve drug therapy issues, optimizing patients'' overall health outcomes.
- Ensured regulatory compliance by diligently adhering to pharmacy policies, procedures, and applicable laws during daily operations.
- Provided proactive solutions for common customer inquiries, leading to increased satisfaction ratings.
- Managed confidential patient records with meticulous attention to detail while upholding privacy standards.
- Delivered exceptional service during high-volume periods, maintaining composure under pressure while managing multiple tasks simultaneously.
- Increased customer loyalty by providing empathetic support during challenging medical situations or treatment transitions.
- Expedited prescription refills with timely coordination between patients, prescribers, and insurance companies.
- Strengthened relationships with healthcare providers by maintaining open communication channels regarding shared patients.
- Established and maintained patient profiles, updating organizational database with current information.
- Answered customer questions regarding prescribed medications, over-the-counter products, and insurance coverage.
- Confirmed customer information and insurance eligibility for prescriptions.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Investigated and resolved accounting, service and delivery concerns.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Met customer call guidelines for service levels, handle time and productivity.
- Increased efficiency and team productivity by promoting operational best practices.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Identified and resolved discrepancies and errors in customer accounts.
- This was for a specialty pharmacy Bioplus Specialty Pharmacy and a remote position.
- I worked with copay card manufacturers to assist with drug costs for my patients and to assist providers when needed to do the same.
- I worked in a very high volume call center remotely with no issue staying on task or under supervision and near perfect adherence.
- I handled medicaid, medicare, and commercial insurance plans.
- Prior to Bioplus I was handling Medicaid interactions for about 8 different states.
- This entailed both provider and patient interaction. Advising providers of PA status, benefit coverage and providing patients with status of medication and procedure approval status all including but not limited to getting both providers and patients to the correct area for further assistance if needed.
Optical Manager
Dr. James Branch MD
08.2015 - 05.2021
- Supervised and managed opticians using feedback, constructive conversations and leading daily activities on sales floor.
- Interacted with customers to help determine or suggest best products to meet eye wear needs and achieve desired look.
- Boosted team engagement and workplace satisfaction using managerial and motivational skills.
- Checked finished eye wear to maintain optical standards, customer requirements and special requests.
- Explained prescriptions, optical terminology and products to customers.
- Resolved escalated customer issues promptly and professionally, maintaining a positive brand reputation within the community.
- Enhanced patient experience by offering comprehensive frame styling consultations tailored to individual needs and preferences.
- Ensured compliance with industry regulations, maintaining accurate records and documentation as required.
- Implemented efficient inventory management systems, reducing overhead costs and ensuring optimal stock levels as this was an older practice this was all done by hand.
- Increased sales and profitability by implementing strategic marketing initiatives for the optical department.
- Assisted in the selection of appropriate lenses based on individual prescription needs, improving overall patient outcomes with their eyewear choices.
- Maintained up-to-date knowledge of industry trends and advancements in eyewear technology.
- Worked closely with insurance providers to ensure accurate billing procedures were followed while maximizing patient benefits.
- Proactively addressed any health or safety concerns within the optical department, maintaining a clean and safe environment for both staff and patients.
- Monitored general store systems, inventory databases by hand using color coded tabs and operations to quickly identify and resolve issues or concerns.
- Collaborated with vendors to negotiate favorable pricing on frame purchases, maximizing profit margins without sacrificing product quality or selection.
- Optimized store layout for improved visual merchandising, leading to increased foot traffic and higher sales conversion rates.
- Recorded measurements, adjusted eye wear, and made changes based on customer feedback.
- Improved customer satisfaction by providing personalized optical solutions and high-quality customer service.
- Discussed optimal lens, coating, and frame recommendations with customers to meet individual needs.
- Managed check-in and check-out procedures, verified patient information, and submitted lens orders.
- Adjusted and repaired new and previously purchased frames to satisfy customer demands.
- Maintained thorough records of customer information, prepared detailed work payments, processed insurance claims, and collected balances from customers.
- Educated clients about how to adapt to, wear, and care for eyeglasses.
- Helped clients try on and select new frames and recommended lens options to meet specific needs.
- Adjusted frames to fit patient faces by bending and shaping with hands, tools, and heat.
- Aided in selection of eyeglass frames based on customer preferences.
- Applied sales and service expertise to promote contacts, glasses, sunglasses and accessories to office customers.
Optical Manager
Summit Eye Care
02.2011 - 08.2015
- Interacted with customers to help determine or suggest best products to meet eye wear needs and achieve desired look.
- Checked finished eye wear to maintain optical standards, customer requirements and special requests.
- Explained prescriptions, optical terminology and products to customers.
- Supported practice growth through participation in local community events such as health fairs or vision screenings.
- Resolved escalated customer issues promptly and professionally, maintaining a positive brand reputation within the community.
- Established an effective referral network among local eye care professionals, positioning our clinic as a preferred destination for optical services.
- Enhanced patient experience by offering comprehensive frame styling consultations tailored to individual needs and preferences.
- Enforced HR policies and procedures to continually meet customer expectations and promote store productivity.
- Implemented loss prevention strategies, significantly reducing instances of theft or damage in the optical department.
- Ensured compliance with industry regulations, maintaining accurate records and documentation as required.
- Implemented efficient inventory management systems, reducing overhead costs and ensuring optimal stock levels.
- Increased sales and profitability by implementing strategic marketing initiatives for the optical department and bringing the optical to $1.400,000.00 in sales in my tenure there.
- Assisted in the selection of appropriate lenses based on individual prescription needs, improving overall patient outcomes with their eyewear choices.
- Maintained up-to-date knowledge of industry trends and advancements in eyewear technology.
- Worked closely with insurance providers to ensure accurate billing procedures were followed while maximizing patient benefits.
- Proactively addressed any health or safety concerns within the optical department, maintaining a clean and safe environment for both staff and patients.
- Monitored general store systems, inventory databases and operations to quickly identify and resolve issues or concerns.
- Collaborated with vendors to negotiate favorable pricing on frame purchases, maximizing profit margins without sacrificing product quality or selection.
- Optimized store layout for improved visual merchandising, leading to increased foot traffic and higher sales conversion rates.
- Developed strong relationships with eye care professionals to promote collaborative care for patients.
- Recorded measurements, adjusted eye wear, and made changes based on customer feedback.
- Improved customer satisfaction by providing personalized optical solutions and high-quality customer service.
- Discussed optimal lens, coating, and frame recommendations with customers to meet individual needs.
- Managed check-in and check-out procedures, verified patient information, and submitted lens orders.
- Adjusted and repaired new and previously purchased frames to satisfy customer demands.
- Maintained thorough records of customer information, prepared detailed work payments, processed insurance claims, and collected balances from customers.
- Educated clients about how to adapt to, wear, and care for eyeglasses.
- Applied sales and service expertise to promote contacts, glasses, sunglasses and accessories to office customers.
- Helped clients try on and select new frames and recommended lens options to meet specific needs.
- Adjusted frames to fit patient faces by bending and shaping with hands, tools, and heat.
- Aided in selection of eyeglass frames based on customer preferences.
- Performed basic vision testing for new patients.
Optical Sales Associate/Manager
Doctors Vision Center
02.2003 - 12.2010
- Collaborated with team members to maintain a clean, organized, and visually appealing store environment.
- Utilized custom software to prepare work instructions and orders for fabricating eyeglasses and grinding lenses.
- Educated customers on proper lens care practices to prolong the life of their eyewear investments.
- Enhanced customer satisfaction by providing personalized optical recommendations and fittings.
- Assisted customers in troubleshooting issues with eyewear or contact lenses, offering prompt solutions.
- Assisted customers in selecting frames and lenses based on their prescription needs and personal style preferences.
- Processed insurance claims accurately and promptly, minimizing wait times for customers.
- Efficiently managed inventory, maintaining appropriate stock levels to meet customer demands.
- Developed rapport with clients, resulting in repeat business and positive word-of-mouth referrals.
- Prepared patients for eyesight examinations by noting family medical histories, discussing vision problems and concerns and verifying insurance provider coverage.
- Provided informative consultations regarding contact lens options suitable for each customer''s lifestyle.
- Supported optometrist with pre-testing procedures, ensuring accurate results for prescription adjustments.
- Managed appointment scheduling for eye exams, maximizing efficiency for both staff and patients.
- Conducted thorough follow-ups with clients after purchases to ensure satisfaction and address any concerns or questions they might have had about their new eyewear products.
- Delivered exceptional service by conducting thorough frame adjustments tailored to individual comfort levels.
- Recommended specific frames, lenses and lens coatings to suit client needs.
- Streamlined daily operations by effectively coordinating tasks among team members during busy periods.
- Promoted company loyalty program benefits to encourage repeat business from satisfied clients.
- Continuously expanded industry knowledge to stay informed on the latest trends and products in the optical field.
- Maintained accurate patient records in compliance with HIPAA regulations, ensuring confidentiality and data security.
- Used pupilometer and PD measuring devices to measure clients' temple length, bridge and eye size, vertex distance, pupillary distance and optical centers of eyes.
- Coordinated timely processing of special orders for unique frames or customized lenses.
- Increased store revenue through effective sales techniques and product knowledge.
- Answered telephone calls to schedule eye exams and answer pre-screening questions or inquiries.
- Achieved sales goals by utilizing strong communication skills and understanding of customer needs.
- Explained benefits and features of available current eyewear to meet patient needs and preferences.
- Performed cash, card, and check transactions to complete customer purchases.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Listened to customer needs and desires to identify and recommend optimal products.
- Managed efficient cash register operations.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Created inviting environment for customers by maintaining store organization and cleanliness.
- Developed strong rapport with customers and created positive impression of business.
- Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
- Used in-store system to locate inventory and place special orders for customers.
- Prioritized helping customers over completing other routine tasks in store.
- Recommended complementary purchases to customers, increasing revenue.
- Monitored customers for signs of security concerns and escalated issues to management.
- Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions.
- Conducted product demonstrations to highlight features and redirect objections to positive aspects.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Developed and maintained relationships with customers and suppliers through account development.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Improved marketing to attract new customers and promote business.
- Increased market share with strategic business development efforts, expanding into untapped markets.
- Enhanced product quality by instituting rigorous quality control procedures, resulting in fewer customer complaints.
- Streamlined project delivery processes, significantly reducing time to market for new product launches.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Education
Medical Terminology - Medical Asst
National Business College
Bluefield, VA01-1998
No Degree - General Studies
Southwest Virginia Community College
Cedar Bluff, VA01-1993
High School Diploma -
Taxewell High School
Tazewell, VA06-1992
Skills
- Confidentiality Compliance
- Insurance Verification
- Pharmaceutical knowledge
- Pharmacy law knowledge
- Answering customer questions
- Patient confidentiality
- Data entry proficiency
- Insurance Billing
- Records Updating
- FDA and HIPAA compliance
- Resolving customer issues
- Customer Service
- Problem-Solving
- Problem-solving skills
- Time Management
- Attention to Detail
- Problem-solving abilities
- Multitasking
- Multitasking Abilities
- Calm and Professional Under Pressure
- Reliability
- Excellent Communication
- Understanding Customer Needs
- Customer service excellence
- Organizational Skills
- Team Collaboration
- Calm Under Pressure
- Active Listening
- Effective Communication
- Adaptability and Flexibility
- Teamwork skills
- Customer Relations
- Phone Etiquette
- Microsoft Office
- Call center experience
- Team building
- Data Entry
- Self Motivation
- Interpersonal Skills
- Customer Relationship Management
- Analytical Thinking
- Work Prioritization
- Product and service knowledge
- Conflict Resolution
- Professionalism
- Account Reconciliation
- Record-keeping
- De-Escalation Techniques
- Time management abilities
- Adaptability
- Written Communication
- Professional telephone demeanor
- Billing Procedures
- Customer Data Confidentiality
- Quality Assurance
- Continuous Improvement
- MS Office
- Issue and Complaint Resolution
- Information Gathering
- Computer Skills
Accomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate. I was one of 30 Opticians selected across the US to have 6 months first launce for a Transitions Vantage lens which was a polarized lens after the 6 months I was in second place only to Virginia Beach Virginia and I'm located in the Foothills of NC. If I am set a goal I strive to hit it then surpass it.
Additional Information
References
Brenda Hampton (336) 253-0767
Robert Winarsky ((919) 632-5964
Timeline
Pharmacy Customer Service Representative
Elevance Health
11.2021 - 09.2024
Optical Manager
Dr. James Branch MD
08.2015 - 05.2021
Optical Manager
Summit Eye Care
02.2011 - 08.2015
Optical Sales Associate/Manager
Doctors Vision Center
02.2003 - 12.2010
Medical Terminology - Medical Asst
National Business College
No Degree - General Studies
Southwest Virginia Community College
High School Diploma -
Taxewell High School