Jessica Guncay
Pikesville,MD
Summary
Dynamic Bilingual (English/Spanish) Certified Pharmacy Technician and Account Specialist with a rare blend of healthcare, customer service, and corporate experience. Over 10 years of proven success in hospital, retail, specialty, independent, and long-term care pharmacies, paired with expertise in account management, insurance verification, and high-volume client support. Known for building trust with patients and clients, resolving complex challenges with empathy and precision, and streamlining processes through technology (CRM, JIRA, Omnicell, MTS-350). Recognized as a versatile professional who thrives in fast-paced environments—whether ensuring patients receive life-saving medications or strengthening business relationships that drive growth.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Certified Pharmacy Technician
LifeLine Specialty Pharmacy
Columbia, Maryland
05.2024 - Current
- Processed and filled prescriptions for high-cost specialty medications, ensuring accuracy and compliance with federal and state regulations.
- Completed prior authorizations (PAs) by coordinating with insurance companies, physicians, and patients.
- Verified insurance coverage and benefits for specialty medications, resolving complex billing and claim rejections.
- Educated patients on medication schedules, storage requirements, and potential side effects.
- Assisted patients with financial assistance programs and manufacturer co-pay cards to reduce out-of-pocket costs.
- Managed and tracked cold-chain shipping for temperature-sensitive medications.
- Maintained accurate patient profiles, including allergies, medical conditions, and specialty drug history.
- Collaborated with pharmacists, nurses, and providers to ensure safe and effective medication therapy management.
- Handled high call volumes while providing empathetic, bilingual support to patients managing chronic conditions.
- Ensured compliance with HIPAA and specialty pharmacy accreditation standards (URAC, ACHC).
Bilingual Customer Service Representative
Rekor Systems Inc
Columbia, Maryland
07.2023 - 03.2024
- Provided efficient and effective service to customers and prospects on all patron based services to a variety of inquiries and customer needs
- Understands customer needs, determines the appropriate course of action to meet those needs
- Effectively managed high volume inbound and outbound calls
- Addressed customer complaints sympathetically, politely, and professionally
- Service both English/Spanish clients.
- Utilized strong bilingual communication skills to successfully assist customers.
- Answered incoming calls promptly, professionally greeting each caller.
- Managed high volumes of emails from customers in both Spanish and English.
- Provided customer service in Spanish and English to customers over the phone, responding to inquiries and resolving issues.
- Participated in training sessions designed to improve performance in customer service roles.
- Met or exceeded daily call quotas while maintaining quality standards.
Account Specialist
WebbMason Marketing
Hunt Valley, Maryland
07.2022 - 07.2023
- Act as the primary point of contact for assigned client accounts
- Build and maintain strong relationships with clients
- Collaborate with internal teams to develop and implement customized marketing strategies
- Develop a thorough understanding of clients' business objectives and marketing goals
- Address client issues and concerns in a timely and professional manner
- Update client accounts using internal Demand Bridge software
- Create tickets via JIRRA
- Utilized strong problem-solving skills to quickly resolve customer inquiries and complaints.
- Assisted internal and external customers with questions and concerns within assigned accounts.
- Demonstrated excellent communication, negotiation, and organizational skills in managing accounts receivable and payable.
- Researched customer inquiries related to past due invoices and payments received.
- Developed and maintained relationships with clients to ensure satisfaction with services provided.
- Collaborated with account managers to optimize pricing strategies.
- Prepared detailed reports for management summarizing account status and performance metrics.
Certified Pharmacy Technician
Rite Aid/Walgreens
Woodlawn, MD
09.2017 - 04.2023
- Filled prescriptions
- Monitor inventory on a daily basis
- Contacted doctors offices for prior authorizations, refill requests for patients, verify prescriptions when needed
- Communicated great with customers
- Processed insurance claims and payments for medications.
- Processed claims for third-party prescription services.
- Demonstrated excellent customer service and communication skills while assisting customers with their inquiries.
- Monitored inventory levels and maintained shelves, stocking with adequate supplies.
- Participated in team meetings to discuss workflow improvements.
- Reported prescription errors to pharmacist on duty.
- Processed prescriptions in accordance with state and federal regulations.
Certified Pharmacy Technician
Pharmscript
Columbia, Maryland
12.2020 - 12.2021
- Fill prescriptions by retrieving, counting, pouring, weighing, measuring, and packaging medication
- Verify prescription information by reviewing and interpreting physician orders and detecting therapeutic incompatibilities
- Dispense medication by preparing labels and verifying patient information
- Manage inventory by checking stock levels and ordering medications and supplies as needed
- Compound medication by mixing, measuring, and weighing ingredients
- Provide excellent customer service by answering questions, solving problems, and ensuring customer satisfaction
- Maintain customer records by entering and updating information in the pharmacy system
- Answer phone calls and respond to customer inquiries
- Assist customers in locating and purchasing over-the-counter medication and supplies
- Maintain cleanliness and orderliness of the pharmacy
- Used and maintained MTS-350 machine
- Connect and activate IVs.
Education
HIGH SCHOOL DIPLOMA - GENERAL STUDIES
Milford Mill Academy
Baltimore, MD08.2014
Skills
Healthcare & Pharmacy
- Medical terminology, Medical billing, Medicare
- Insurance verification, Order entry, HIPAA compliance
- Hospital experience, Medical office experience, Laboratory experience
- Certified in Basic IV preparation
Customer Service & Communication
- 10 years of customer service in healthcare and corporate settings
- Bilingual: Spanish interpreting & English fluency
- Strong telephone etiquette, Conflict resolution, Patient education
Technical & Administrative
- Data entry, Typing, Microsoft Outlook, Computer proficiency
- Accounting support, High-volume environments
- CRM and help desk software, Omnicell & MTS-350 machine experience
Certification
Certified Pharmacy Technician (CPhT)
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Pharmacy Technician, Rite Aid, Pikesville, MD, 09/2017 - 04/2023
- Church events during Flu season to administer Flu, Shingles, Pneumonia, Tetanus, & other vaccines for free.
Church Volunteer, St. Charles Borromeo, Pikesville, MD, 09/01/20-Present
- Assisted with weekly tasks to help church services run smoothly.
- Collaborated with church staff to plan and execute special events.
- Coordinated holiday concerts and gatherings to boost community interest in church activities.
- Cleaned and set up Sunday School classrooms before student arrivals.
- Demonstrated strong interpersonal skills by communicating with church members in a professional manner and providing information about upcoming events.
References
References available upon request.
Timeline
Certified Pharmacy Technician
LifeLine Specialty Pharmacy
05.2024 - Current
Bilingual Customer Service Representative
Rekor Systems Inc
07.2023 - 03.2024
Account Specialist
WebbMason Marketing
07.2022 - 07.2023
Certified Pharmacy Technician
Pharmscript
12.2020 - 12.2021
Certified Pharmacy Technician
Rite Aid/Walgreens
09.2017 - 04.2023
HIGH SCHOOL DIPLOMA - GENERAL STUDIES
Milford Mill Academy
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