Jessica Ross
Jacksonville
Summary
Pharmacy professional with thorough understanding of customer service dynamics in healthcare field. Brings history of positively impacting customer satisfaction through adept handling of inquiries and medication management. Known for strong collaboration skills and ability to adapt to changing demands, ensuring seamless team operations and reliable support. Key strengths include communication and multitasking.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Pharmacy Help Desk Representative (Cigna)
Sagility Health
04.2024 - Current
- Identified areas for improvement within the help desk department, implementing strategies to enhance service quality.
- Provided excellent customer service, empathizing with user concerns and resolving issues in a timely manner.
- Consistently met performance metrics, prioritizing and managing incoming support requests.
- Promoted patient confidentiality by adhering to HIPAA regulations when handling personal information during transactions.
Insurance specialists
McKesson/remx
11.2023 - 03.2024
- Prior authorization
- Insurance and medication verification
- Call center /remote
- Customer service
Driver
PRIORITY COURIERS
12.2022 - 10.2023
- Deliver medical supplies
- Developed strong relationships with customers by providing friendly service and responding to inquiries promptly
- Adhered to delivery schedules and deadlines
- Maintained accurate records of deliveries and pickups, including customer signatures and itemized lists
Medication Adherence Technician Temp
ADHEREHEALTH LLC
04.2022 - 12.2022
- Medication adherence
- Collaborated with other healthcare professionals in order to provide comprehensive care for patients
- Demonstrated knowledge of medical terminology, pharmaceutical calculations, and safety protocols when administering medications
- Communicated with patients and family members to drive care plan
- Identified and documented general reactions to medications to facilitate intervention
Customer Service Representative Temp
ALORICA
08.2021 - 04.2022
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers
- Developed positive relationships with customers through friendly interactions
- Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships
- Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints
Prior Authorization Technician Temp
UNITEDHEALTH GROUP
08.2020 - 08.2021
- Maintained up-to-date knowledge of insurance policies and procedures related to prior authorization requirements
- Provided superior customer service to members and providers by responding to inquiries in a timely, accurate, and professional
- Communicated with others to obtain and verify eligibility information
- Stayed current with changes in rules, laws and procedures to maintain timeliness and accuracy
- Interpreted and explained information such as eligibility requirements, application details, payment methods, and applicants' legal rights
- Communicated effectively both verbally and written with external customers including physicians, pharmacists, hospitals
Patient Care Advocate
SE GROCERS
07.2018 - 08.2020
- Assist with prior authorizations and third party exceptions
- Work closely with 340B providers and their patients
- Assist patients with copay assistance for costly medications
- Answer phones in a call center fashion; assisting patients with needs regarding prescriptions, billing etc
- Skilled with filling and shipping medications
- Familiar with specialty medications, CGM monitors and ipods
- Assist with typing prescriptions and refill request
- Familiar and work closely with insurance companies and understand insurance terminology
- Customer service
- Share of cost (Medicaid)
- Educated patients on their rights as well as available options for treatment or care
- Answered phone inquiries from patients regarding their healthcare needs
- Ensured compliance with HIPAA regulations when handling sensitive information related to patient records
- Verified patient insurance coverage before scheduling appointments or providing treatment
- Facilitated communication between patients and healthcare providers to ensure positive outcomes
- Coordinated communication between patients, family members, medical staff, administrative staff, or regulatory agencies
- Demonstrated strong organizational skills, including maintaining accurate records, scheduling appointments, and managing client files
Certified Pharmacy Technician
WALGREENS
12.2016 - 07.2018
- Adhered strictly to HIPAA regulations related to confidentiality of patient information at all times
- Answered pharmacy telephones to respond to questions or requests
- Managed incoming calls from physicians' offices related to prescription refills and new orders
- Performed administrative duties such as filing documents, answering phones, scheduling appointments, and handling customer inquiries
- Organized work flow in order to meet deadlines for timely completion of tasks
Education
DIPLOMA in PHARMACY TECHNICIAN -
EVEREST UNIVERSITY
Orange Park, FL07.2018
DIPLOMA -
EVEREST UNIVERSITY
Orange Park, FL08.2016
DIPLOMA -
ROBERT E LEE HIGH SCHOOL
Jacksonville, FL06.2013
Skills
- Remote support
- Documentation
- Application support
- Software knowledge
Certification
Pharmacy Technician Certification
Timeline
Pharmacy Help Desk Representative (Cigna)
Sagility Health
04.2024 - Current
Insurance specialists
McKesson/remx
11.2023 - 03.2024
Driver
PRIORITY COURIERS
12.2022 - 10.2023
Medication Adherence Technician Temp
ADHEREHEALTH LLC
04.2022 - 12.2022
Customer Service Representative Temp
ALORICA
08.2021 - 04.2022
Prior Authorization Technician Temp
UNITEDHEALTH GROUP
08.2020 - 08.2021
Patient Care Advocate
SE GROCERS
07.2018 - 08.2020
Certified Pharmacy Technician
WALGREENS
12.2016 - 07.2018
DIPLOMA in PHARMACY TECHNICIAN -
EVEREST UNIVERSITY
DIPLOMA -
EVEREST UNIVERSITY
DIPLOMA -
ROBERT E LEE HIGH SCHOOL
Pharmacy Technician Certification
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