Joshua Campbell
Greenwood,IN
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
16
16
years of professional experience
Work History
Program Associate
Fortrea (Formally Covance)
08.2021 - 08.2024
- The Program Associate is expected to support the staff, program(s) and the Supervisor
- Provide agent training and coaching
- Stay current on the program’s latest procedures to ensure all training materials and reference guides remain in compliance
- Ensure that program training, quality, and audit requirements stay in compliance
- Responsible for leading training sessions for staff within assigned program and assisting in delivering training focused on the program’s available service offerings, standard operating procedures, and software systems if needed
- Responsible for monitoring new agent performance
- Serve as an ongoing coach and mentor once agent trainings have been completed
- Support Supervisors and the Program Manager, Service Delivery by listening to agent calls to assess customer service levels on program(s) and provide feedback
- Identify and escalate program trends based on the questions commonly received
- Contribute to recommendations to address issues as necessary
- Manage program call escalations, listen to customers, identify solutions, and follow through on next steps, as needed
- Prepare and interpret standard monthly and ad hoc reports for the program(s)
- Identify and communicate trends and noticeable issues to Supervisor regularly
- Proactively identify opportunities for program process and performance improvement
- Coordinate with Supervisor and Program Manager, Service Delivery to assess and implement changes, if necessary
- Thoroughly understand program processes to serve as the team lead/subject matter expert
- Lend technical expertise when needed.
Program Specialist
Covance
11.2015 - 08.2021
- Quickly and efficiently respond to incoming calls and faxes, identify how best to assist
- Document calls in appropriate tracking systems, and handle/escalate calls per established procedures
- Conduct insurance verifications to understand if patient’s prescribed therapy is eligible for coverage
- Possibly coordinate prior authorizations, investigate alternative insurance coverage, or other funding sources on behalf of the patients per the program specifications
- Process patient applications of various complexities, and follow the programs specifications to determine their eligibility
- Place follow up calls and respond to enquiries from patients and/or healthcare providers as necessary
- Liaise with partner distributors and pharmaceutical manufacturers to request products per the program’s guidelines and track shipments
- Coordinate the order and transfer of prescriptions based on their degrees of urgency to specialty pharmacies as appropriate
- Be familiar with the market place and the insurance options available for patients
- Educate patients on the available options as appropriate
- Assist with training new team members by shadowing/reverse shadowing them and serving as a data checker by reviewing data entered in the program’s tracking system
- Maintain a professional, calm and friendly demeanor
- Express thoughts and instructions clearly in both verbal and written communication; i.e
- Uses grammatically correct and concise language
- Other duties as assigned.
Program Specialist
Randstad, USA
10.2014 - 11.2015
- Quickly and efficiently respond to incoming calls and faxes, identify how best to assist
- Document calls in appropriate tracking systems, and handle/escalate calls per established procedures
- Conduct insurance verifications to understand if patient’s prescribed therapy is eligible for coverage
- Possibly coordinate prior authorizations, investigate alternative insurance coverage, or other funding sources on behalf of the patients per the program specifications
- Process patient applications of various complexities, and follow the programs specifications to determine their eligibility
- Place follow up calls and respond to enquiries from patients and/or healthcare providers as necessary
- Liaise with partner distributors and pharmaceutical manufacturers to request products per the program’s guidelines and track shipments
- Coordinate the order and transfer of prescriptions based on their degrees of urgency to specialty pharmacies as appropriate
- Be familiar with the market place and the insurance options available for patients
- Educate patients on the available options as appropriate
- Assist with training new team members by shadowing/reverse shadowing them and serving as a data checker by reviewing data entered in the program’s tracking system
- Maintain a professional, calm and friendly demeanor
- Express thoughts and instructions clearly in both verbal and written communication; i.e
- Uses grammatically correct and concise language
- Other duties as assigned.
Customer Service Representative
Stericycle
10.2013 - 05.2014
- Provided excellent customer service
- Respond to inbound calls from customers and document calls in the appropriate database
- Placed outbound calls to customers and documented calls in the appropriate database
- Scheduled appointments for customers as needed.
Customer Service Representative
Maritz
01.2012 - 05.2013
- Provided excellent customer service
- Answered inbound calls from customers inquiring about credit card reward programs/points, ordered products, and exchanges/returns
- Data entry using programs such as SharePoint, Vault, and Banking Management Systems.
Warranty Department Representative
Convergys
06.2010 - 11.2010
- Provided excellent customer service
- Answered inbound calls from customers needing resolution with AT&T issues dealing with warranties of cellular devices and/or internet modems or return/exchange of purchase of cellular devices and/or internet modems
- Assisted customers with troubleshooting of their devices or ordering new devices
- Data entry using programs such as Mobility ordering systems and billing systems used by AT&T.
Customer Service Representative
Steak-N-Shake (Drive Thru)
12.2009 - 07.2010
- Provided excellent customer service
- Handled cash transactions
- Cleaned station.
Shift Leader
Foot Locker
12.2008 - 02.2010
- Provided excellent customer service
- Managed shifts
- Opened/closed store
- Made nightly deposits
- Counted inventory.
Education
High School Diploma -
Clyde C Miller Career Academy
St Louis, MOSkills
- Calendar Management
- Innovation and Creativity
- Teamwork and Collaboration
- Staff Support
- Research abilities
- Group and individual instruction
Therapeuticexperience
- Hepatitis B
- Human Immunodeficiency Virus
- PEP (Post-Exposure Prophylaxis)
- PrEP (Pre-Exposure Prophylaxis)
Languagecapabilities
English
Other
- Elementary Boys Basketball Coach, Indianapolis, IN, 10/01/23, 12/01/24
- Elementary Boys Basketball Coach, Indianapolis, IN, 01/01/22, 04/01/22
Timeline
Program Associate
Fortrea (Formally Covance)
08.2021 - 08.2024
Program Specialist
Covance
11.2015 - 08.2021
Program Specialist
Randstad, USA
10.2014 - 11.2015
Customer Service Representative
Stericycle
10.2013 - 05.2014
Customer Service Representative
Maritz
01.2012 - 05.2013
Warranty Department Representative
Convergys
06.2010 - 11.2010
Customer Service Representative
Steak-N-Shake (Drive Thru)
12.2009 - 07.2010
Shift Leader
Foot Locker
12.2008 - 02.2010
High School Diploma -
Clyde C Miller Career Academy
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