Kandice Stevens

• Gather information to create and maintain patient medication profiles
• Accurately enter patient's prescription information into the pharmacy software as well as maintain patient's medication profile updates.
• Investigate and solve data entry related escalations
• Accurately process and adjudicate prescriptions through Kroll pharmacy software
• Resolve issues related to adjudication
• Collaborate with other pharmacy team members to ensure that medication is being dispensed on a timely manner for continuation of therapies.
• Provide exceptional customer service over the phone and through other communication channels
• Address any billing and invoicing issues in a timely manner
• Support inventory control and inventory management
• Escalate complex situations as necessary
• Advocated for patient needs, ensuring access to medications and services.
• Coordinated care plans with healthcare providers to optimize patient outcomes.

• Resolved customer service issues concerning pharmacy benefits for members, providers, physicians, and clients.
• Researched issues to identify root causes and implement solutions.

Supported members in maximizing benefits from pharmacy distribution programs.

• Maintain detailed records of all inquiries to improve service efficiency.
• Coordinated shipment of home delivery medications.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.
• Assisted in medication dispensing, ensuring accuracy and compliance with pharmacy regulations.
• Collaborated with pharmacists to conduct medication therapy management consultations for patients.

• Training Junior Team Members 12/2016
• Customer Loyalty
• Maintain confidential patient, employee and company information in compliance with company policies and regulatory requirements.
• Reminder Calls
• Gather information, assess and fulfill callers' needs and educate on important policies and procedures.
• Demographics Information
• Identify, analyze and research systemic issues and made recommendations for resolution.
• Customer Experience
• Maintain designated portfolio of customer accounts by contacting customers behind on payment obligations.
• Payment Collection
• Support accounts receivable operations within assigned functions.
• Customer Service Management
• Patient Registration
• Enhanced customer satisfaction by providing accurate and timely information on health insurance policies and benefits.
• Provided ongoing support to clients throughout their policy tenure, addressing any concerns or changes in coverage requirements promptly and professionally.