Karen Dyson
San Diego,CA
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Eager to contribute to a dynamic team and support organizational goals.
Customer-focused individual with a passion for delivering exceptional service. A talent for effectively addressing concerns. Committed to improving customer satisfaction and driving positive outcomes.
Overview
29
29
years of professional experience
Work History
Customer Service Representative Team Lead
San Diego Veterinary Urgent Care
San Diego
07.2022 - Current
- Served as the primary point of contact for all internal and external inquiries regarding the company's services.
- Performed administrative duties, including scheduling appointments, handling billing inquiries, ordering supplies, scanning and filing paperwork, and answering phones.
- Provided excellent service and attention to patients when face-to-face or through phone conversations.
- Prepared itemized statements, bills, or invoices and recorded amounts due for items purchased or services rendered.
- Entered procedure codes, diagnosis codes, and patient information into billing software to facilitate invoicing and account management.
Management Team Member, Pharmacy Supervisor
CVS Pharmacy
Santee , California
03.2007 - 10.2019
- Supervised and led employees to maintain productivity and customer service levels.
- Managed daily workflow and scheduled staff for adequate coverage.
- Identified needs of customers promptly and efficiently.
- Completed opening and closing duties to facilitate business operations.
- Reviewed employee time sheets for accuracy prior to submitting them for payroll processing.
- Upheld company standards and compliance requirements for operations.
- Conducted weekly inventory.
- Pharmacy Duties.
- Performed data entry for patient profiles, insurance information, and prescription orders into the pharmacy software system.
- Provided customer service to patients by answering questions about medications and health-related topics.
- Processed insurance claims and handled billing inquiries to ensure patient satisfaction.
- Communicated effectively with doctors and insurance agencies to resolve prescription refills, questions, and coverage.
- Prepared medications for dispensing by counting, pouring, labeling, and verifying doses.
- Ensured compliance with all federal, state, local laws and company policies related to pharmacy operations.
Claims Auditor
MedImpact
San Diego , California
09.2004 - 09.2009
- Reviewed and audited claims to identify errors or discrepancies in the documentation.
- Audited various pharmacies across the US through on-site visits.
- Analyzed and validated claim data for accuracy, completeness, and compliance with applicable regulations.
- Conducted interviews with personnel involved in claims processing activities as part of the audit process.
- Provided detailed reports outlining audit findings and recommendations for improvement.
- Performed follow-up reviews to confirm that corrective action was taken on previously identified issues.
- Maintained up-to-date knowledge of relevant laws, regulations, and standards applicable to the industry.
- Remained professional at all times, especially when speaking to personnel or responding to messages to represent the company's high level of service.
Pharmacy Technician
Save-On-Drugs
El Cajon , California
11.1995 - 11.2006
- Created new customer profiles and updated demographics, allergies and new medications in pharmacy computer systems.
- Provided customer service to patients by answering questions about medications and health-related topics.
- Teamed with peers, technicians and pharmacists to prioritize and complete orders.
- Prepared medications for dispensing by counting, pouring, labeling, and verifying doses.
- Ordered drugs from wholesalers as needed and maintained records of incoming shipments.
- Collaborated with other healthcare professionals such as nurses or physicians regarding drug therapies or treatments for patients.
- Resolved customer complaints in a timely manner while maintaining professionalism at all times.
- Reported any discrepancies or errors in medication ordering or filling processes immediately to the pharmacist on duty.
- Maintained pharmacological practices by checking drug inventory, stocking medications and monitoring supplies.
Company Trainer
MedImpact
San Diego , CA
12.2000 - 10.2004
- Developed and delivered training programs for new employees on company policies, procedures, and systems.
- Monitored participant progress throughout the duration of each program and provided support as needed.
- Organized classroom logistics, such as scheduling, materials preparation, and room setup.
- Administered assessments during and after training, and provided leaders with feedback about individual strengths and training requirements.
- Boosted confidence of employees by providing skilled training to improve knowledge and productivity.
- Created interactive learning experiences through the use of e-learning modules, videos, and simulations.
Lead CSR
MedImpact
San Diego , CA
08.1998 - 09.2000
- Provided expert patient service and support to patients, clients, pharmacies, including troubleshooting technical, claims, copays, and coverage issues.
- Handled escalated customer complaints with professionalism and empathy.
- Managed workflow efficiently within a fast-paced environment, while maintaining high standards of accuracy and quality control.
- Kept records of all call interactions or transactions, thoroughly recording details of inquiries.
- Trained new customer service representatives on company policies and procedures.
- Monitored performance metrics, such as average handle time, first contact resolution rate, and call abandonment rate, are used to assess team performance against set goals.
Education
Pharmacy Technician
Health Occupation Center
Santee, CA01-1995
Some College (No Degree) -
Grossmont College
El Cajon, CASkills
- Appointment Scheduling
- Payment Collection
- Insurance Verification
- Patient Relations
- Office Administration
- Customer Service
- Patient Records Management
- Inbound and outbound calls
- Work Prioritization
- Confidentiality
- Office Organization
- Multi-Line Telephone Systems
- Telephone Etiquette
- Relationship Building
- Critical Thinking Skills
- Patient Care
- High level of integrity
- Team building
- Customer Communication and Empathy
- Multitasking
- Complaint Handling
- Team Management
- Payroll Administration
- Staff Monitoring
- Data Entry
- Issue Resolution
- Production goal setting
Timeline
Customer Service Representative Team Lead
San Diego Veterinary Urgent Care
07.2022 - Current
Management Team Member, Pharmacy Supervisor
CVS Pharmacy
03.2007 - 10.2019
Claims Auditor
MedImpact
09.2004 - 09.2009
Company Trainer
MedImpact
12.2000 - 10.2004
Lead CSR
MedImpact
08.1998 - 09.2000
Pharmacy Technician
Save-On-Drugs
11.1995 - 11.2006
Pharmacy Technician
Health Occupation Center
Some College (No Degree) -
Grossmont College
Similar Profiles
Annette GarciaAnnette Garcia
Emergency Critical Care Vet Assistant at Veterinary Specialty Hospital of San DiegoEmergency Critical Care Vet Assistant at Veterinary Specialty Hospital of San Diego
Madison SkerkisMadison Skerkis
Senior Veterinary Nurse at Truss Vet- Veterinary Urgent CareSenior Veterinary Nurse at Truss Vet- Veterinary Urgent Care
Allison CrisostomiAllison Crisostomi
Veterinary Technician at Veterinary Urgent Care CenterVeterinary Technician at Veterinary Urgent Care Center