Citrix
Kayla Brown
Austin,Tx
Summary
Knowledgeable and dedicated customer service professional with experience in the Pharmacy Benefits Management industry. Solid team player with outgoing, positive demeanor. Motivated to maintain customer satisfaction and contribute to company success.
Overview
21
21
years of professional experience
Work History
Customer Service Representative
Elixir RX Solutions
03.2021 - 04.2022
- PBM (Pharmacy Benefits Management)
- Maintained confidentiality of patient information by following HIPPA guidelines and procedures.
- Answered 10+ incoming calls per hour, performed outbound calls to resolve issues from members, providers and pharmacies about member's prescription drug insurance plan.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business (re-enrolling members)
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Research required information using resources provided.
- Answered constant flow of customer calls with minimal wait times.
- Initiate conference calls when necessary, warm/cold transfer calls to the appropriate queue for further assistance.
- Process claims & rejection overrides for pharmacies.
- Document all call information and enter data accurately and timely.
- Process secure premium payments for members.
- Utilize multiple company database programs for accessing member information.
- Updated account information to maintain customer records.
- Achieved weekly individual performance goals for productivity and quality assurance.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Medical Office Assistant/Front Office Receptionist
SHARIAR COHEN MD
11.2012 - 08.2013
- Greet visitors daily, confirm purpose of visit, and direct them to appropriate staff.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Used Google Calendar to schedule appointments for doctor visits and procedures.
- Prepared patient charts by gathering and organizing medical records ahead of appointments.
- Maintained strict compliance with HIPAA regulations, ensuring confidentiality of sensitive patient information.
- Interview patients to complete documents, case histories, or forms, such as intake or insurance forms.
- Performed various administrative tasks by filing, copying and faxing documents.
- Received and routed messages or documents, such as laboratory results, to appropriate staff
- Compile and record medical charts, reports, or correspondence, using personal computer
- Transmit correspondence or medical records by mail, e-mail, or fax
- Maintain medical records
- Transcribe recorded messages or practitioners' diagnoses or recommendations into patients' medical records.
Phlebotomist Extern
Kaiser Permanente-Woodland Hills
04.2012 - 04.2012
- 10-day (80 hours) externship in which I gained extensive experience working with patients of all ages
- Collect fluid samples, using appropriate collection procedures
- Collected blood samples using vacutainer tubes, tourniquets, syringes, butterfly needles, and straight needles.
- Protected patients by following infection control, sharps disposal, and biohazardous waste disposal procedures.
- Documented route of specimens from collection to laboratory analysis and diagnosis
- Ensure proper cleaning of lab & equipment
- Setup Patient Care Area & stocked phlebotomy cart with appropriate supplies
- React calmly & effectively in difficult situations, adding a personal caring touch that immediately put patients at ease
- Completed 349 Venipunctures
- Received 5 "On the spot recognitions."
Tele Recruiter
American Red Cross Blood Donation Center
04.2001 - 08.2003
- Recruit blood donors via telephone
- Performed a high volume of outbound calls efficiently and professionally while remaining focused on the primary goal of identifying qualified candidates.
- Schedule donor appointments
- Streamlined recruitment process for faster turnaround times by utilizing efficient screening methods, conducting phone interviews, and maintaining organized records of candidates.
- Collect patient information using Electronic Medical Records
- Ensure daily donation quota were met.
Education
Certified Phlebotomy Tech 1 - Phlebotomy
Conejo Valley Adult School
Thousand Oaks, CA05.2012
Certified Front Office Medical Assistant - Medical Assisting
Conejo Valley Adult School
Thousand Oaks, CA05.2012
No Degree - Radio And Television Broadcasting
Langston University
Langston, OK05.2005
High School Diploma -
James Monroe High School
North Hills, CA06.2003
Skills
- Pharmacy Benefits Management/Customer Service
- Experience using PBM software: VPN, Citrix, Five Nine Calling Software & Webex
- Experience using Microsoft Office Suit
- Experience using multiple monitors simultaneously
- HIPAA Training
- Remote call center work experience
- Self-motivated
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Computer Proficiency
References
- Kim Perkins, Director, Human Resources, Elixir Solutions, 916-941-3516, kperkins@elixirsolutions.com
- Lauren Watson, Team Lead/Supervisor, Elixir Solutions, 916-477-0092, lawatson@elixirsolutions.com
- Tanya Williams, Office Manager, Dr. Cohen-Gadol, 213-322-6519
- Elder Cornelius Ward, Pastor/Mentor, 818-618-2275
Timeline
Customer Service Representative
Elixir RX Solutions
03.2021 - 04.2022
Medical Office Assistant/Front Office Receptionist
SHARIAR COHEN MD
11.2012 - 08.2013
Phlebotomist Extern
Kaiser Permanente-Woodland Hills
04.2012 - 04.2012
Tele Recruiter
American Red Cross Blood Donation Center
04.2001 - 08.2003
Certified Phlebotomy Tech 1 - Phlebotomy
Conejo Valley Adult School
Certified Front Office Medical Assistant - Medical Assisting
Conejo Valley Adult School
No Degree - Radio And Television Broadcasting
Langston University
High School Diploma -
James Monroe High School
Quote
"Just when the caterpillar thought it's life was over it turned into a butterfly."
Unknown
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimePart TimeLocation Preference
RemoteHybridImportant To Me
Work-life balanceCareer advancementHealthcare benefitsPaid sick leavePaid time offWork from home optionFlexible work hours401k matchCompany CultureAccomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Monetary Transactions - Handled credit and automatic debit card transactions with 100% accuracy.
Software
WebEx
Microsoft Office Suite
Five Nine
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