KRISTEN SMITH
El Cajon,CA
Summary
Demonstrated ability in supporting complex projects and initiatives, increase effectiveness and customer satisfaction. Able to analyze problems and provide solutions. Collaborative team member, who is willing to roll up sleeves and get the job done. Passion for exceeding goals and working cross-functionally.
Overview
11
11
years of professional experience
Work History
Intake Coordinator/Scheduler
SmallTalk Pediatric Therapy
San Diego, CA
11.2023 - 06.2024
- Create supportive patient experiences.
- Ability to think quickly and respond quickly.
- Maintain accurate and up to date records. Submit corrections when needed.
- Schedule appointments for intake assessments.
- Schedule ongoing appointments after initial evaluation where possible.
- Document all communication with families and referral sources.
- Review and maintain waiting lists for services.
- Provide education to families on insurance and their responsibilities.
- Accurate registration of patient including the communication of policies, financial responsibilities and patient responsibilities.
- Verify insurance eligibility and authorization status for PPO’s.
- Conduct phone screenings with potential families.
Pharmacy Coordinator
FORTREA
SAN DIEGO, CA
11.2022 - 10.2023
- Quickly and efficiently respond to incoming calls and faxes, identify how best to assist. Document calls in appropriate tracking systems, and handle/escalate calls according to program procedures.
- Manage follow up calls and respond to inquiries from patients and/or healthcare providers as necessary.
- Process new prescriptions into Enterprise Pharmacy System and follow program specifications to fill / refill / and push orders.
- Liaise with partner distributors and pharmaceutical manufacturers to request products per the program’s guidelines and track shipments.
- Coordinate the order and transfer of prescriptions based on their degrees of urgency to specialty pharmacies as appropriate.
- Participates in the development of short and long-term goals of Pharmacy services in consideration of its mission, values, and its key business objectives.
- Assist with training new team members by shadowing/reverse shadowing them and serving as a data checker by reviewing data entered in the program’s tracking system.
- Maintain a professional, calm and friendly demeanor. Express thoughts and instructions clearly in both verbal and written communication; i.e. uses grammatically correct and concise language.
- Other duties as assigned.
Program Specialist
COVANCE / LABCORP
San Diego, CA
03.2020 - 11.2022
- Quickly and efficiently respond to incoming calls and faxes, identify how best to assist.
- Document calls in appropriate tracking systems, and handle/escalate calls per established procedures.
- Conduct insurance verifications to understand if patient's prescribed therapy is eligible for coverage. Possibly coordinate prior authorizations, investigate alternative insurance coverage, or other funding sources on behalf of the patients per the program specifications.
- Process patient applications of various complexities, and follow the programs specifications to determine their eligibility. Place follow up calls and respond to inquiries from patients and/or healthcare providers as necessary.
- Liaise with partner distributors and pharmaceutical manufacturers to request products per the program's guidelines and track shipments.
- Coordinate the order and transfer of prescriptions based on their degrees of urgency to specialty pharmacies as appropriate.
- Be familiar with the market place and the insurance options available for patients. Educate patients on the available options as appropriate.
- Assist with training new team members by shadowing/reverse shadowing them and serving as a data checker by reviewing data entered in the program's tracking system.
- Maintain a professional, calm and friendly demeanor. Express thoughts and instructions clearly in both verbal and written communication; i.e. uses grammatically correct and concise language.
- Other duties as assigned.
Mechandising Operations Coordinator
SHARI'S BERRIES / FTD COMPANIES INC.
San Diego, CA
05.2019 - 08.2019
- Adhered to Product Development and MPP (master planning) calendars and managed deadlines and deliverables with internal and external partners.
- Attended season kickoff and new product introduction (NPI) meetings and paid particular attention to product details that were discussed; ask questions if needed.
- Requested/build SKUs for all in-house/3rd party fulfilled SKUs in our warehouse management system.
- Dip berries for photoshoots.
- Collaborate with Merchandising/Product Development, Marketing, Planning, and PDM to execute requests for promotional PIDs, including updating product names, copy, retails and images.
- Executed cross-sell/up-sell changes on all seasonal & core, site & promotional product identification numbers (PIDs) according to merchandising plan.
- Provided new product information to FTD and Gifts.com teams upon request.
- Performed regular and seasonal site audits, audit SKUs for new or holiday changes; check for correct image, accessories, copy and page assignment.
- Executed site tests at the PID level: name, copy, retail, images, and cross-sell's/up-sell's, and price test related inquiries.
- Served as liaison between Gourmet Foods Merchandising and Customer Service teams.
- Monitored and responded to Service Desk queue for all copy, retail, image, cross-sell/up-sell, and price test related inquiries.
Customer Service Trainer & QA Specialist
PROVIDE COMMERCE INC.
San Diego, CA
11.2016 - 05.2019
- Served as facilitator/trainer delivering new hire training to our seasonal agents.
- Content included but was not limited to product knowledge, order entry systems, back office systems, policy and procedures.
- Managed the classroom to ensure agents were attentive, non-disruptive, able to meet the requirements of training and adhered to established break and lunch periods.
- Created an environment conducive to learning in order to deliver full training curriculum within a specified time period.
- Monitored and scored customer calls, both internal and outsourced calls, noting all key details and accurately entering notes into the QA form.
- Delivered feedback to the agent and wrote brief notes on that interaction.
- Attended calibration meetings with the QA team to ensure consistent scoring.
- Reported "red flag" issues to appropriate stakeholders.
- Audited orders to determine if there were spelling, grammar or other accuracy issues.
Administrative Assistant
FTD COMPANIES INC.
San Diego, CA
06.2016 - 05.2019
- Managed front desk daily and performed a variety of administrative and clerical tasks.
- Greeted and welcomed visitors and employees.
- Responsible for corporate shipping to include outgoing mail and packages.
- Coordinated company lunches and supply orders.
- Answered incoming calls and emails.
- Maintained an excel spreadsheet of employee personal balances, movie tickets and employee badges.
- Assisted Human Resources with new hire interviews and employment process.
Customer Experience Specialist
FTD COMPANIES INC.
San Diego, CA
01.2015 - 05.2019
- Assisted customer calls and emails effectively and efficiently in a complex, fast-paced and challenging call center environment.
- Made reasonable procedure exceptions to accommodate unusual customer requests.
- Addressed customer service inquiries in a timely and accurate fashion.
- Provided accurate and appropriate information in response to customer inquiries.
- Developed effective relationships with all call center departments through clear communication.
- Followed company guidelines for Quality Assurance measures.
- Accurately and thoroughly addressed, researched and resolved customer product issues.
Call Center Floor Supervisor
PROVIDE COMMERCE INC.
San Diego, CA
11.2013 - 05.2017
- Responsible for overseeing a team of Floor Walkers in a division of the call center floor.
- Available to answer questions and provide quick solutions.
- Liaising with Call Center Workforce Monitor to assist in the reallocation of on-floor resources to better assist customers.
- Helped Floor Walkers answer agent questions as quickly and efficiently as possible by reinforcing staffing of designated areas.
Lead Interviewer
PROVIDE COMMERCE INC.
San Diego, CA
10.2015 - 11.2016
- Assisted Human Resources with interviewing, touring and administering tests to seasonal customer service candidates.
- Presented a fair, realistic and positive impression of the company to prospective candidates for seasonal hiring.
- Adhered to established interview guidelines.
Education
Associate of Arts - General Studies: Social & Behavioral Sciences
Grossmont College
El Cajon, CA12.2019
Associate of Science - Nursing
Grossmont College
El Cajon, CACPC - Certified Physician Coder
Medical Coding Academy
Arlington, TXSkills
- Strong problem solving ability
- Ability to communicate clearly, concisely and
professionally to both internal and external
partners - Dedicated to process improvement
- Team Player, Comfortable building effective
relationships with business partners - Proficient in Microsoft Suite (Excel, PowerPoint,
Word & Outlook
- Proficient in SalesForce
- Proficient in Enterprise Pharmacy System
- Attention to detail, Ability to follow direction,
and Patience for tasks repetitive in nature - Strong Organizational and Time Management
Skills
Timeline
Intake Coordinator/Scheduler
SmallTalk Pediatric Therapy
11.2023 - 06.2024
Pharmacy Coordinator
FORTREA
11.2022 - 10.2023
Program Specialist
COVANCE / LABCORP
03.2020 - 11.2022
Mechandising Operations Coordinator
SHARI'S BERRIES / FTD COMPANIES INC.
05.2019 - 08.2019
Customer Service Trainer & QA Specialist
PROVIDE COMMERCE INC.
11.2016 - 05.2019
Administrative Assistant
FTD COMPANIES INC.
06.2016 - 05.2019
Lead Interviewer
PROVIDE COMMERCE INC.
10.2015 - 11.2016
Customer Experience Specialist
FTD COMPANIES INC.
01.2015 - 05.2019
Call Center Floor Supervisor
PROVIDE COMMERCE INC.
11.2013 - 05.2017
Associate of Arts - General Studies: Social & Behavioral Sciences
Grossmont College
Associate of Science - Nursing
Grossmont College
CPC - Certified Physician Coder
Medical Coding Academy
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