Kassie Rittenour

• Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs
• Contributed to team discussions and case conferences actively, sharing insights and expertise with colleagues to optimize client support strategies.
• Coordinated services with other agencies, community-based organizations, and healthcare professionals to provide useful benefits to clients.
• Coordinated essential services for clients, resulting in improved overall well-being and higher adherence to treatments.
• Identified care needs of individual patients and coordinated responses based on physician advice, insurance limitations, and procedural costs.
• Referred clients to appropriate specialty pharmacies, foundation programs and organizations that offer financial help to patients diagnosed with rare health conditions who require specialty medication to meet treatment needs.
• Managed patient access programs focused on providing affordable treatment to patients having difficulties affording specialty medication.

Family owned boarding stable, with the main responsibility of ensuring boarders horses are properly taken care of daily.

• Enhanced overall facility cleanliness with thorough sanitation processes, regular inspections, and daily maintenance like cleaning stalls, removing debris from aisle ways, and picked up of any possible hazards.
• Monitored overall health and well-being of 11 horses, paying attention to signs of concern.
• Coordinated scheduling for veterinary visits, farrier appointments, and other essential services to maintain equine health and wellbeing.
• Maintained accurate records of each horse''s medical history, vaccinations, and routine care schedules for easy reference when needed.
• Sourced high-quality feed supplies at competitive prices, contributing to healthy horses and reduced costs by 4%
• Instructed group and private riding lessons for beginner and intermediate students, boosting overall revenue by $2000/mo.
• Evaluated prospective boarding clients based on compatibility with existing clientele as well as available barn space capacity constraints.
• Conducted regular assessments of farm infrastructure to identify necessary repairs or improvements that would enhance its functionality.
• Improved horse care quality by implementing a comprehensive health monitoring and maintenance program.
• Assisted in hosting equestrian events at the facility by coordinating logistics such as venue setup, participant registration, hospitality services delivery among others.
• Implemented effective feeding programs tailored to individual horses'' nutritional needs, resulting in improved performance and overall health.
• Established long-lasting relationships with clients by consistently delivering exceptional care for their horses and maintaining open lines of communication.
• Actively promoted the barn''s services through social media platforms, community outreach efforts, and networking with industry professionals.
• Managed budgets and financial matters related to the barn''s operation while maximizing cost-efficiency without sacrificing quality of care or services provided.

• Enhanced Assisted Veterans with applying, updating and appealing decisions from the VA as well as assisting in other VA benefits offered and ensuring they are receiving all that they are entitled to.
• Established strong relationships with local organizations to expand and improve and expand our Veteran support network and volunteering opportunities,
• Established a strong relationship with Butler Counties Director of Veterans Services and other service officers to ensure continuous updated knowledge in regards to federal regulations governing veteran benefits programs and implemented a Meet and Greet night with a rating benefits officer to assist with unanswered questions.
• 
  

• Act as a subject matter expert in ALL processes, procedures, conditions and products serviced by CVS Specialty by providing clear and accurate communication.
• Held and attended meetings both in person and remote with our CEO and Senior Executives to inform of quality trends and steps taken to correct. Follow -up's sent every 24 hours until resolved.
• Upheld a high level of professionalism and interpersonal communication skills when interacting with all levels of employees up to and including the company CEO, senior executive's, plan participants, account managers, and other SRU's. (Service Recovery Units)
• Managed and resolved any and all patient, client, care team and executive escalations that pertain to medications being handled by CVS Specialty, ensuring any mention of a patient being out of their medication is handled immediately. Entered escalation results and findings into quality tracking program.
• Used strategic thinking while analyzing all entries of the quality tracker and defined the root cause of the issue by using the 5 Why's technique and STAR Response method.
• Created and submitted daily, weekly, and monthly tracker audits and open cases for the executive office by entering in high detail the situation that occurred, defined tasks to be done, what actions were taken, and the outcome of the situation.
• Improved Customer relationships by completing patient outreach/reconciliation calls on issues/escalations that resulted from poor customer survey responses or media (i.e. Facebook, Twitter, Google review) addressed any unresolved complaints and submitted findings to the quality tracker.
• Implemented a Mentoring chat to support new hires and anyone else needing more assistance with a immediate response.
• Championed a customer-centric culture within the organization, leading by example through empathetic engagement with complainants and proactive problem-solving abilities.
• Managed high-stress situations calmly and professionally, reassuring customers that their concerns were being addressed promptly and effectively.
• Participated in quality assurance audits, reviewing complaint files for compliance with company policies and regulatory requirements.
• Reduced repeat complaints with thorough investigation of underlying issues and implementation of corrective actions.
• Increased first contact resolution rates by empowering frontline staff to handle complex issues effectively.
• Exceeded performance targets consistently by demonstrating exceptional problem-solving abilities and commitment to delivering outstanding customer service in every interaction.
• Collaborated with cross-functional teams to address systemic issues contributing to customer dissatisfaction.
• Maintained up-to-date knowledge of industry regulations and best practices in dispute resolution, applying this expertise to achieve positive outcomes for both customers and the company alike.
• Contributed to company reputation by consistently delivering exceptional service during challenging situations with dissatisfied customers.
• Conducted root cause analysis of recurrent complaints, developing targeted strategies to prevent future occurrences.
• Assisted supervisors with standardization of procedures, coaching, training, and dissemination of information to staff.
• Maintained detailed records of all escalated complaints, identifying trends and recommending improvements where necessary.
• Implemented regular feedback sessions with team members, promoting open communication and continuous improvement in complaint handling processes.
• Developed comprehensive training materials for new hires, ensuring consistent knowledge and skill levels across the team.

• Collaborated with healthcare providers to ensure optimal medication therapy outcomes for patients.
• Served as a mentor for new technicians, offering guidance on best practices within the specialty pharmacy setting.
• Supported pharmacists in conducting comprehensive medication reviews, improving patient safety and therapeutic outcomes.
• Assisted in managing specialty medications by tracking and monitoring patient progress throughout treatment courses.
• Delivered exceptional customer service, addressing questions or concerns regarding medications, insurance coverage, and co-payments in a timely manner.
• Aided in the implementation of new pharmacy procedures, leading to increased efficiency within the workplace.
• Reduced medication errors by consistently reviewing prescriptions for accuracy and potential drug interactions.
• Coordinated with insurance companies to resolve billing discrepancies or obtain prior authorizations for specialty medications promptly.
• Improved workflow efficiency with accurate data entry of prescription information into the pharmacy management system.
• Maintained patient confidentiality by adhering to HIPAA regulations and other privacy guidelines.
• Demonstrated strong analytical skills in identifying areas of improvement within processes or workflows leading to better operational performance.
• Ensured regulatory compliance by adhering to federal and state laws governing the practice of pharmacy.
• Participated in continuous professional development through training programs, workshops, and conferences to stay current with industry trends and best practices.
• Achieved recognition for outstanding performance, consistently exceeding established goals and expectations in the specialty pharmacy technician role.
• Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality.
• Performed various pharmacy operational activities with strong commitment to accuracy, efficiency, and service quality.

• Provided compassionate support during difficult situations such as end-of-life decisions or emergency visits, establishing trust with clients.
• Assisted veterinarians in providing timely care to patients through effective communication and coordination of services.
• Triaged incoming patients to determine treatment needs and urgency of care.
• Maximized appointment availability by effectively coordinating schedules between multiple veterinarians and clients.
• Promoted clinic services and products through knowledgeable recommendations to pet owners based on their specific needs.
• Fielded phone calls from pet owners, answered questions and took messages for veterinarians.
• Greeted pet parents with warm smile and pleasantly asked for sign-ins upon arrival.
• Answered owner animal health questions and advised on best care practices.
• Coordinated patient scheduling, check-in, check-out and payments for billing.
• Increased accuracy of medical records by diligently updating patient information during each visit.
• Monitored inventory levels and placed orders for office supplies when needed, ensuring uninterrupted daily operations.
• Boosted clinic revenue with accurate billing and invoicing procedures reducing unresolved claims by 30%
• Supported veterinary team with efficient management of supplies, ensuring all necessary materials were available for procedures.
• Kept waiting room neat and organized by stacking magazines, removing trash, and cleaning glass.