Katherine Schmalz
Chandler,USA
Summary
Customer service expert with proven ability to enhance satisfaction through effective communication and teamwork. Demonstrated success in addressing prescription inquiries and processing new orders efficiently. Committed to continuous improvement and professional growth, adapting swiftly to new challenges and environments. Customer-focused individual with a passion for delivering exceptional service. Strong interpersonal skills with a talent for effectively addressing concerns. Committed to improving customer satisfaction and driving positive outcomes. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Sr. Member Advocate
Aetna, a CVS Health
Chandler, Arizona
09.2021 - 03.2025
- Operated pharmacy software to manage prescriptions and patient records efficiently.
- Collaborated with healthcare professionals to ensure effective patient care delivery.
- Prepared prescription transfers to other pharmacies.
- Supported pharmacy operations by answering phone calls and directing queries appropriately.
- Entered patient and prescription information into pharmacy software systems with high attention to detail.
- Provided exceptional customer service, addressing patient questions and concerns with empathy.
- Collaborated with healthcare providers to clarify prescription orders and resolve medication discrepancies.
- Monitored prescription refill requests and communicated with patients regarding their status.
- Answered telephones to respond to questions or requests.
- Entered prescription information into computer databases.
- Received written prescription or refill requests, verifying information for completeness and accuracy.
- Communicated effectively with doctors and insurance agencies to resolve prescription cost discrepancies.
- Reviewed health insurance claims for accuracy and compliance with regulations.
- Assisted clients with enrollment processes and benefit inquiries.
- Collaborated with healthcare providers to resolve billing discrepancies.
- Analyzed policy documents to ensure clarity and understanding for clients.
- Educated clients on coverage options and eligibility requirements.
- Processed appeals for denied claims, ensuring timely submissions.
- Maintained up-to-date knowledge of industry trends and policy changes.
- Facilitated communication between providers and payers regarding payment issues or coding errors.
- Created training materials for internal staff on topics such as claim submission processes or coding updates.
- Provided customer service support to answer inquiries about health plans and benefits.
- Collaborated with other departments to provide accurate information about products, pricing, policies.
- Assisted clients with health insurance inquiries and policy information.
- Educated clients on coverage options and benefits available to them.
- Resolved customer complaints regarding policy issues and service delays.
- Answered phone calls promptly and responded to emails within 24 hours.
- Performed administrative tasks such as filing documents, updating databases, and preparing correspondence.
- Ensured compliance with all applicable laws, regulations and company policies relating to health insurance services.
- Participated in team meetings and provided input on ways to improve operational efficiency.
- Resolved customer complaints or escalated them as necessary in a timely manner.
- Monitored clients' insurance coverages to ensure changing needs were met.
- Utilized CRM systems to manage client records and interactions efficiently.
- Provided customer service support, including answering questions about policy provisions and benefits.
- Assisted members with inquiries and provided timely solutions.
- Handled member complaints with empathy and professionalism.
- Documented member interactions in the customer relationship management system.
- Drove customer feedback for process improvements.
- Worked closely with cross-functional teams to streamline operations.
- Maintained accurate records of all interactions with members.
- Provided guidance on insurance policies and procedures to members.
- Ensured compliance with industry regulations related to customer service.
- Resolved member complaints efficiently and effectively.
- Applied HIPAA privacy and security regulations while handling patient information.
- Addressed patient inquiries and concerns, resolving issues in a timely and empathetic manner.
- Handled high volume of incoming calls, providing exceptional customer service to patients and families.
- Contributed to team meetings, sharing insights and strategies for improving patient access services.
- Communicated with patients with compassion while keeping medical information private.
Neighbor solutions associate
RING
Tempe, AZ
08.2020 - 02.2021
- Oversaw multiple Technical troubleshooting projects
- Received inbound calls
- Tracked inventory in Ordering
- Used empathy for customer connection and trusted support
- Account management
- Notated every account
- Informed customers of better products/ upscale
Hostess/Server
Outback Steakhouse
Scottsdale, AZ
01.2020 - 03.2020
- Greeted customers
- Accommodated and managed private parties
- Uphold a high standard of customer service
- Cleaned and prepared tables
- Worked food expo as well as working in togo
Event Coordinator / Medical Assistant
Relentless Beats
Scottsdale, AZ
05.2017 - 11.2019
- As a promoter I represented the company through face to face promotion and marketing online
- Ticket sales/ distribution
- Medical assistant, formally called a Ranger. Provided medical care for minor injuries: bandaging, handing out water, providing direction for attendees.
Premier Support Specialist
AT&T
Mesa, AZ
10.2018 - 01.2019
- Premier tech support/ customer support
- Account assistance
- Multitasking with 3 monitors
- Able to use 4 systems at once while providing excellent customer service
Technical Support Specialist
Consumer Cellular
Tempe, AZ
01.2018 - 09.2018
- Became very knowledged on cellular software and account management.
- Provided the best customer experience by being the expert at solving their issue.
- De-escalated customers by providing statements of empathy, understanding, and assurance.
- Got promoted to lead CSR2 because of high survey numbers, reaching sales goals, and maintaining a good standing with attendance.
- Position Al loud more access in order tracking, service setting monitoring, leadership (providing answers and assistance to new hires) and appointment setting onsite for target mobile.
- Used simple browsing tools to provide answers to questions I was unsure of such as google, phone info, etc.
- Researched in Consumer Cellulars knowledge base website that consisted of procedures such as Access point name add/edit, Seem verification/ service reset/ seem reuse process/ new seem order placement, When customer qualified for credit/ how to apply credit, Compare/contrast phones features, How to add notes/ access and document accounts, Phone procedures on contacting accounts past due / taking those payments/ fee calculations, Accessing telegence (att service specific software) to edit software features, research coverage areas.
- Assisted customers with how to gain the most out of extra funding that they present me with.
General Manager
Silver Mine Subs
Scottsdale, AZ
07.2015 - 12.2015
- Very similar role to Jimmy John
- I dealt first-hand with the customers, customer services, and also was in charge of maintaining employee control.
- Undertook hiring full cycle for a new store; staffing needs were met based off of projected sales and labor costs.
- Surveillance monitoring of employees, pre open prep for employees I.e what they should expect, orientation information, maiming friendly environment, informing of open door policies.
- Assisted tax sheet breakdowns for I-9 and W-4, verifying payroll information, disability documentation, and specific employee needs.
- Scheduled employees based on areas of need, labor allowances, and dedication to job.
- Performed walkthrough during audits; one scheduled per month and one random.
- Setting store goals, meeting with employees, taking employee recommendations, creating an enjoyable environment.
- I partook in administrative responsibilities as well as inventory and sanitation control using daily checklists for goals and expectations.
phone order taker
Jimmy Johns
01.2014 - 07.2015
- Began as crew member
- Direct order placement, stalking deli products, cooking bread, laying out dough for new bread, stalking freezer/ fridge with pre-sliced items.
- Cashier role, drive through order taking, over the phone order taker, worked as part of both opening and closing crew.
- Worked up to become trainer.
- Initiated initial interviews with prospecting new hires.
- Called qualified applicants for interview scheduling.
- Maintained control of employees following correct auditing procedures.
- Answered questions regarding employee procedures.
- Promoted to assistant general manager.
- Tasks included: places direct food orders to Sysco (both deli and produce), Verified quality and delivery orders.
- Recorded employee hours using ADP and their system calculator.
- Processing payouts, product transfer from store to store, safe balancing, daily money drop sheet verification and bank drop of.
- Working directly with HR for employee related concerns such as: pro, employee concerns, audit scheduling, and employee satisfaction/ standing surveys.
- Maintaining the quality of every food order by verifying correct sandwich construction, food quality, and presentation.
- Maintained a well sanitized working environment by assigning daily tasks to employees.
- Running shift of upwards to 8hrs sometimes 6 days a week.
- Being on call always.
- Providing assistance to other locations that were short staffed.
- Data documenting in management files.
- Initiating security to lock the store after close and disarming system at open.
- Calculating projected sales and fulfilling the daily need before shift began.
Hostess/Server
Applebee's
Scottsdale, AZ
07.2013 - 12.2013
- Memorize and efficiently use a table layout sheet
- Provided exceptional customer service to ensure a positive experience for every guest
- Greeted and conversed with every guest to provide a warm inviting experience and family like atmosphere
- Took reservations
- Learned serving skills
- Started server training right before the restaurant closed
Education
Highschool Diploma - General Studies
Desert Mountain High School
Scottsdale, AZ05-2014
Some College (No Degree) - Psychology
Northern Arizona University
Flagstaff, AZSome College (No Degree) - Criminology
Maricopa Community Colleges, Scottsdale Community College
Scottsdale, AZSkills
- Customer Service
- Direct food handling
- Maintain food quality
- Food prep for daily needs
- Management
- Providing guidance for customers on the best way to utilize their money on tech
- Troubleshooting
- Call Center
- Scheduling
- Cellular software use
- System use of: Calabrio, workforce, adp, Telegence, knowledge base data search, Rio accounts (att), Uverse, and Applecom
- Administrative Duties
- Payment Processing
- Typing
- Customer de-escalation
- Documentation
- Expert pet handler/ dog walker
- Interviewing
- Event Planning
- Host/Hostess
- Technical Support
- Employee Orientation
- Leadership
- Microsoft Outlook
- Android
- IOS
- Mobile Devices
- Operating Systems
- Mac OS
- PC
- Microsoft Office
- Labor Cost Analysis
- Network Support
- Microsoft Windows
- Computer Networking
- Help Desk
- Remote Access Software
- Active Directory
- Microsoft Windows Server
- Linux
- Citrix
- Sales
- Telecommunication
- Microsoft Excel
- CRM software
- Microsoft Word
- Time management
- Hospitality
- Quicken
- Pharmacy software
- Prescription management
- Health insurance claims
- Customer relationship management
- Compliance monitoring
- Patient advocacy
- Problem resolution
- Effective communication
- Attention to detail
- Team collaboration
- Empathetic support
- Data entry accuracy
- Process improvement
- Assertiveness
- Customer follow-up
- Problem-solving
- Relationship building
- Formularies
- Insurance verification
- Policy understanding
- Medical terminology
- Patient education
- Verbal and written communication
- Quality assurance
- HIPAA compliance
- Insurance company billing
- Health insurance knowledge
- Customer service
- Multitasking and organization
- Healthcare systems navigation
- Electronic health records
- Medical coding
- Patient identity verification
- Phone and email etiquette
- Insurance billing
- Friendly and outgoing
- Strong empathy
Certification
Driver's License
Languages
Spanish, Intermediate
Assessments
- Veterinary Receptionist Skills, 06/01/20, Highly Proficient, Managing practitioner schedules and maintaining accurate patient records
- Scheduling, 06/01/20, Highly Proficient, Cross-referencing agendas and itineraries to avoid scheduling conflicts
- Customer Service, 06/01/20, Proficient, Identifying and resolving common customer issues
- Active Listening, 06/01/20, Proficient, Actively listening and appropriately responding in conversations
- Human Resources Skills: Recruiting, 06/01/20, Proficient, Managing the candidate sourcing and selection process
- Customer Focus & Orientation, 06/01/20, Proficient, Responding to customer situations with sensitivity
Accomplishments
- Recognized by Aetna for customer satisfaction and feedback, was in the top 25 of the entire company for compliments and member survey scores.
- Recognized by Ring for outstanding empathy and successful problem solving
Timeline
Sr. Member Advocate
Aetna, a CVS Health
09.2021 - 03.2025
Neighbor solutions associate
RING
08.2020 - 02.2021
Hostess/Server
Outback Steakhouse
01.2020 - 03.2020
Premier Support Specialist
AT&T
10.2018 - 01.2019
Technical Support Specialist
Consumer Cellular
01.2018 - 09.2018
Event Coordinator / Medical Assistant
Relentless Beats
05.2017 - 11.2019
General Manager
Silver Mine Subs
07.2015 - 12.2015
phone order taker
Jimmy Johns
01.2014 - 07.2015
Hostess/Server
Applebee's
07.2013 - 12.2013
Highschool Diploma - General Studies
Desert Mountain High School
Some College (No Degree) - Psychology
Northern Arizona University
Some College (No Degree) - Criminology
Maricopa Community Colleges, Scottsdale Community College
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