Keisha Bagsby
St Louis,MO
Summary
Dynamic Prescription Benefit Specialist at Cigna with proven expertise in customer service and problem-solving. Enhanced patient satisfaction through efficient prescription processing and meticulous data management. Skilled in relationship building and staff supervision, I successfully implemented automated systems, significantly increasing workflow efficiency while maintaining HIPAA compliance.
Overview
12
12
years of professional experience
Work History
Prescription Benefit Specialist
Cigna
St Louis, MO
05.2019 - 09.2023
- Assisted in reducing medication errors through diligent review of drug interactions and dosage requirements.
- Maintained high levels of data accuracy by meticulously updating patient records and ensuring HIPAA compliance.
- Supported pharmacists in providing optimal patient care, handling insurance claims, and managing medication inventory.
- Increased efficiency of prescription refill processes, implementing automated systems that saved time for both patients and staff members alike.
- Helped clients optimize their medication regimens by conducting thorough assessments of individual needs and available resources.
- Promoted a positive work environment through collaborative teamwork and clear communication among colleagues.
- Liaised between patients, healthcare providers, insurers, pharmacists, creating a seamless experience for all parties involved in the prescription process.
- Enhanced patient satisfaction by efficiently processing prescription orders and addressing inquiries.
- Safeguarded sensitive information through strict adherence to privacy policies and best practices for data security.
- Addressed discrepancies between prescribed medications, alerting medical professionals when necessary to prevent adverse reactions or negative outcomes.
- Developed strong relationships with pharmaceutical representatives to stay informed about new products and industry updates.
- Navigated complex billing systems with ease, ensuring accurate invoicing and prompt payment collection from insurers.
Customer Service Representative
Convergys
St Louis, MO
01.2016 - 03.2019
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Home Health Aide
Harmony Home Health Care
St Louis, MO
08.2012 - 12.2015
- Helped patients maintain personal hygiene through bathing, grooming, and toileting assistance when necessary for dignity preservation.
- Maintained a clean and safe home environment for patients, reducing falls and accidents.
- Assisted clients with daily living activities, enhancing their independence and quality of life.
- Performed light housekeeping duties including laundry linen changes sweeping vacuuming and mopping ensuring a clean and organized living space for patients.
- Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
- Provided mobility assistance such as walking and regular exercising.
Front End Supervisor
Restaurant Depot
St Louis, MO
11.2023 - 12.2024
- Maintained a clean and organized front-end area to ensure a pleasant shopping experience for customers.
- Managed customer returns and exchanges efficiently, ensuring a smooth process for both customers and employees.
- Monitored cashier performance metrics to identify areas for improvement and implement corrective actions as needed.
- Monitored cash drawers in Number checkout stations to verify adequate cash supply.
- Coached and mentored team members for better performance, leading to higher levels of productivity and job satisfaction.
- Enhanced customer satisfaction by effectively managing front-end operations and addressing customer concerns promptly.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Streamlined checkout processes for increased efficiency, resulting in shorter wait times for customers.
- Participated in regular meetings with upper management to discuss front-end performance metrics.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
Education
CNA - Nursing Education
BKA Medical
St Louis, MO06.2014
GED - General Education
Saint Patrick Center
Saint Louis, Mo05.2012
Skills
- Customer service
- Problem-solving skills
- Cash register operation
- Workflow management
- Complaint resolution
- Staff management
- Time management
- Staff supervision
- Cash counting
- Cash handling
- Sales coaching
- File management
- Goals and performance
- Relationship building and management
- Training and mentoring
- Systems and software expertise
- Word processing
- Team building
- Customer service management
- Multitasking and prioritizing
- Cash handling and reconciliation
- Handling complaints
- Team building and motivation
- Critical thinking
Timeline
Front End Supervisor
Restaurant Depot
11.2023 - 12.2024
Prescription Benefit Specialist
Cigna
05.2019 - 09.2023
Customer Service Representative
Convergys
01.2016 - 03.2019
Home Health Aide
Harmony Home Health Care
08.2012 - 12.2015
CNA - Nursing Education
BKA Medical
GED - General Education
Saint Patrick Center