Kiara Jackson
Groveland,FL
Summary
Pharmacy service professional with strong background in customer relations and pharmaceutical knowledge. Skilled in navigating complex systems, resolving issues, and ensuring customer satisfaction. Known for collaborative approach, adaptability, and consistent achievement of goals. Expertise in medication management, patient education, and communication. Reliable team player with focus on delivering results and maintaining high standards.
Overview
7
7
years of professional experience
Work History
Patient Care Associate
Accredo Health Group / Express Scripts-Cigna
09.2023 - Current
- Consistently exceeded performance metrics for call quality and customer satisfaction ratings.
- Managed high volume of incoming calls while achieving call handling targets.
- Resolved escalated customer complaints through active listening and appropriate solutions.
- Established and maintained patient profiles, updating organizational database with current information.
- Verified prescription information prior to entry in pharmacy computer system.
- Reduced wait times for customers with prompt prescription filling and effective communication between pharmacists and patients.
- Answered customer questions regarding prescribed medications, over-the-counter products, and insurance coverage.
Patient Service Representative
Aspen Dental
05.2022 - 09.2023
- Ensured positive first impressions for each patient with a friendly demeanor.
- Optimized appointment scheduling and confirmations for improved patient flow.
- Maintained a clean and welcoming reception area for patients, contributing to a positive dental visit experience.
- Collected co-payments while verifying insurance coverage for accurate processing.
- Meticulously prepared new patient charts to uphold organizational standards.
- Executed various administrative tasks as assigned by Office Manager for operational support.
- Addressed inquiries regarding billing and financial matters from patients effectively.
- Managed payment collection, posting, and receipt recording with precision.
- Facilitated clear communication between dentists, dental assistants, and patients to ensure optimal care coordination.
Medical Office Secretary
Family Medical Center
12.2021 - 05.2022
- Coordinated physician schedules for two or more providers, maximizing appointment availability.
- Responded to phone calls efficiently, providing accurate information to patients.
- Returned voicemails and emails via patient portal in a timely manner.
- Delivered outstanding customer service to support patient satisfaction.
- Demonstrated ability to multi-task in a fast-paced environment.
- Managed incoming faxes, ensuring timely distribution to appropriate staff members.
- Performed various duties as assigned, supporting overall clinic operations.
- Communicated with outside facilities for scheduling tests or surgeries.
Radiology Scheduler
SimonMed Imaging
10.2020 - 12.2021
- Showcased expertise in essential job functions relevant to varied customer groups and departmental services.
- Effectively scheduled and adjusted patient appointments to optimize service delivery.
- Kept designated account folders organized per departmental guidelines.
- Regularly communicated with referring offices and relevant sales personnel for coordination.
- Confirmed patient eligibility for diagnostic tests ahead of scheduling.
- Entered patient demographic data and insurance information with precision as required.
- Demonstrated understanding of common concepts, practices, and procedures applicable to the role.
- Followed established guidelines from management while executing other duties as assigned.
- Reduced scheduling conflicts and ensured timely execution of tasks through proactive rescheduling and resource allocation adjustments.
- Maintained high levels of customer satisfaction through diligent scheduling coordination, ensuring all deliverables were met within agreed timeframes.
Call Center Representative
Entertainment Benefits Group
04.2018 - 06.2020
- Provided exceptional assistance to guests by anticipating needs and exceeding expectations.
- Responded promptly and discreetly to all guest inquiries, both written and verbal.
- Maintained a professional and friendly demeanor while engaging with guests and vendors.
- Up-sold products when appropriate to improve guest experience.
- Ensured strict enforcement of privacy and confidentiality for all guest information.
- Entered data accurately into computer systems following established policies.
- Exhibited willingness to help guests, demonstrating genuine concern for satisfaction.
- Communicated efficiently with coworkers to support overall service quality.
Education
High School Diploma -
Maynard Evans High School
Orlando, FL06-2011
Skills
- Expertise in Microsoft Office Suite applications
- Patient confidentiality
- Computer networking skills
- Telecommunications expertise
- Typing speed: 40 WPM
- CPT coding expertise
- eClinicalWorks familiarity
- Software troubleshooting capabilities
- Multi-channel contact center operations
- Patient care knowledge
- HIPAA regulations understanding
- Medical scheduling skills
- Customer account proficiency
- Familiarity with multiple software applications and desktops
Timeline
Patient Care Associate
Accredo Health Group / Express Scripts-Cigna
09.2023 - Current
Patient Service Representative
Aspen Dental
05.2022 - 09.2023
Medical Office Secretary
Family Medical Center
12.2021 - 05.2022
Radiology Scheduler
SimonMed Imaging
10.2020 - 12.2021
Call Center Representative
Entertainment Benefits Group
04.2018 - 06.2020
High School Diploma -
Maynard Evans High School
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