Jossy M. Estevez
Newark,NJ
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the medical industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Co-Director of Call Center
Schraft's 2.0 Fertility Pharmacy
Cedar Knolls, NJ
03.2021 - Current
- Supervisory role concentrating on staff members’ quarterly reviews,evaluations, and performance, while continuing to concentrate on daily patient care coordinator duties
- Worked with recruiting teams and human resources representatives to accomplish hiring objectives.
- Reviewed resumes and employment applications and interviewed applicants to evaluate work history and other qualifications.
- Managed 30 employees to reduce workflow stoppage and achieve on-time project completion.
- Maintained optimal staffing levels by tracking vacancies and initiating recruitment and interview processes to identify qualified candidates.
- Facilitated communication and coordination between employees and management to keep parties informed.
- Updated training processes by reviewing existing documentation, leveraging feedback from associates, and working with legal and compliance teams.
- Improved patient satisfaction ratings from 87% to 98% by creatine and implementing call center customer service 4-week training
program - Designed scheduling processes to achieve maximum productivity while cutting overtime by 60%
- Created medication waste management monitoring program saving patients over $1,000.000 annually while also serving a patient management program to record patients' progress during their fertility cycle
- Drastically improved company culture by instituting an environment of coaching and development
- Lead insurance and prior authorization teams and review and identifies denial patterns/trends that impact reimbursement
- Created and manage a database spreadsheet of formularies, savings programs, and manufacturer rebate programs patients may be eligible for as well as rebates the pharmacy is eligible for
- Worked with managers to achieve compliance with organizational policies, providing clarifying information and recommending necessary changes.
- Instructed senior leaders on appropriate employee corrective steps.
- Discovered and resolved complex employee issues that affected management and business decisions.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Developed quality employees within thecall center to take over leadership positions.
- Minimized workflow issues by cross-training staff on technical procedures, protocols, and customer service practices.
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
- Maintained call center equipment in good working order to maximize productivity.
Lead Patient Care Coordinator|Quality Assurance and Trainer
Schraft
Cedar Knolls, NJ
03.2019 - 03.2021
- Supervisory role concentrating on staff members’ quarterly reviews,evaluations, and performance, while continuing to concentrate on daily patient care coordinator duties
- Manage clients enrolled in the medication waste management program to increase cost saving
- Outlines and executes SOPs for patients with underlying chronic illness not limited to fertility
- Assists clients on a monthly basis after hours in emergency cases not limited to questions or concerns regarding medication storage, deliveries and pharmacy hours and address
- Provide weekly reports to clinics detailing the status of clients medication orders to ensure total compliance
- Answered patient assistance calls, assessed needs and offered qualified support
- Monitors all clients accounts for changes, discharge clients and provided financial receipts upon request
- Collaborated with store manager to maintain daily operations.
- Developed policies and procedures for effective pharmacy management.
- Certified team members provided high-quality care by scoring phone calls, SMS conversations and email correspondences
- Uphold call center call ratings above a 90%
- Developed a 4-week training program for new staff members
- Trained all staff, providing direct supervision, ongoing staff development and continuing education to duties
- Strategize ways to motivate staff to achieve positive client recognitions
- Designed and introduced leadership development, coaching and team management model, resulting in promotion of employees into increased levels of responsibility
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration and teamwork.
- Organized and maintained work environment to allow for maximum productivity.
Patient Care Coordinator
Schraft’s 2.0 Fertility Pharmacy
Cedar Knolls, NJ
04.2017 - 04.2019
- Worked as part of an experienced care team to provide exceptional service and care to clients undergoing fertility treatment
- Upholds company standards, answering calls within 15 seconds along with responding to texts and emails within 10 minutes
- Work as a team to manage over 500 client interactions on average per day
- Provides clients with exemplary customer service and received numerous positive recognitions from both clients and supervisors
- Ensures client's adherence by working with vendors and partner pharmacies to obtain limited drugs
- Promotes our Open the BoxTM program to all clients which resulted in the program’s nomination for the MM&M award for “Outstanding Contribution to Healthcare”
- Increased to and maintained a 9.8/10-star rating throughout all customer survey
- Acts as a liaison between patients and insurance companies to increase the patient’s understanding of their benefits
- Introduces cost savings programs to all patients leading to 50% savings each year
- Introduces patients to our care plan management program to guide them through their treatment
- Initiate and process all clients requests received by mail, telephone, and/or through direct patient contact
- Track shipments for successful delivery and resolve shipping issues within the same business day
- Maintained confidentiality of patient data and conditions to safeguard health information.
- Efficiently documents all interactions specific to the client's account
- Provides resolutions to any patient issues with; great problem solving when needed
- Directs calls to appropriate personnel while maintaining a high level of professionalism
- Established rapport and relationships with patients and external partners to cross-train and support medical staff.
- Reviewed each step of patient care and made proactive adjustments to avert issues.
- Managed prescriptions by sending electronic requests for new medications and refills.
- Evaluated effectiveness of current strategies with an interdisciplinary team and utilized recommendations to make permanent improvements to care standards.
- Measured effectiveness with the team and implemented recommendations for long-term improvements.
- Explained upcoming treatment preparation, instructions, and other facts to patients.
- Resolved problems with communication and billing to foster seamless services.
- Coordinated charitable, government, and community resources for patients.
- Worked closely with patients to deliver excellent and direct individualized patient care.
- Delivered excellent patient experiences and direct care.
Pharmscript Long Term Care Pharmacy
Somerset, NJ
04.2016 - 04.2017
- Long term care/Hospice billing specialist:
- Worked as part of an experienced billing team to provide accurate bills and account information to clients and patients
- Discharged inactive patients provided on a daily census for 10 long term care facilities
- Reviewed pharmacy insurance claims for 900 patients
- Handled 100% of facility and customer service inquiries regarding pharmacy billing for assigned facilities
- Maintained and fostered a positive work environment within the billing department
- Completed a full benefits analysis for all patients of prescribed medications
- Monitored and updated patients prescription, medical insurance and billing method
- Provides clients/patients with exemplary customer service by meeting deadline standards set by team manager
- Performed weekly maintenance of all accounts to ensure customer issues are resolved prior to end of month billing
- Resolved AR delinquencies by collecting payment but not limited to coordinating payment plans
- Revised patients account and properly billed hospice covered medications to the proper insurance plan
- Work closely with each Hospice Care to generate a medication list- Facilitated hospice medication formulary for each hospice facility
Patient
Robert Wood Johnson University Hospital
Somerset, NJ
10.2015 - 04.2016
- Worked as part of an experienced scheduling department to filter available appointments for all outpatient services and coordinate patient imaging with the hospital staff schedule
- Worked as a team to manage over 800 patient interactions on average per day
- Worked alongside medical offices to coordinate emergency imaging and testing
- Assisted long term care nurses in coordinating patient transportation to and from hospital for monthly or yearly imaging and testing
- Communicated with each department manager to obtain access to technician schedules and changes in order to properly schedule all patient imaging and testing
- Registered 100% of patients for required maternal counseling, diabetic counseling, catheterizations as well as same-day surgeries
- Scheduled 50% of inquires for required radiology, cardiology, vascular and nuclear medicine imagine and tests
- Obtained payment for 100% of scheduled outpatient imaging and testing
- Acquired knowledge and maintained up to date with ICD-10 codes
- Professional Profile
- Licenses and Certifications:
Education
ASHP Accredited Pharmacy Technician Program 900 hours Certified & Registered Pharmacy Technician -
Sanford-Brown Institute
05.2012
High School Diploma -
Susan E Wagner High School
Staten Island, NY06.2010
Skills
- Proven success in exceeding operational targets for revenue, profitability, efficiency, quality, and problem-solving
- Focused on patient health, safety, and adherence
- Leadership Training and Development Interprofessional Collaboration Time Management
- Customer Service Integrity Interpersonal Cooperation HIPAA Trained Strategic
- Bilingual-Spanish
- Management
- Detail-Oriented
- Verbal and Written Communication
- Staff Leadership
- Time Management
- Resolving Complaints
- Creative Thinking
- High-volume call centers
Certification
- CPhT - Certified Pharmacy Technician
- NJ Registered CPhT-28RW01809500
Languages
Spanish
Timeline
Co-Director of Call Center
Schraft's 2.0 Fertility Pharmacy
03.2021 - Current
Lead Patient Care Coordinator|Quality Assurance and Trainer
Schraft
03.2019 - 03.2021
Patient Care Coordinator
Schraft’s 2.0 Fertility Pharmacy
04.2017 - 04.2019
Pharmscript Long Term Care Pharmacy
04.2016 - 04.2017
Patient
Robert Wood Johnson University Hospital
10.2015 - 04.2016
ASHP Accredited Pharmacy Technician Program 900 hours Certified & Registered Pharmacy Technician -
Sanford-Brown Institute
High School Diploma -
Susan E Wagner High School
- CPhT - Certified Pharmacy Technician
- NJ Registered CPhT-28RW01809500
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