Laila Doctor
Atlanta ,GA
Summary
Dynamic Pharmacy Help Desk Representative at Everise, adept at delivering exceptional technical support and enhancing customer education. Proven expertise in remote support and documentation, streamlining processes to improve response times. Recognized for identifying recurring issues and implementing solutions, ensuring compliance with service level agreements for timely ticket resolution.
Overview
8
8
years of professional experience
Work History
Benefits Verification Specialist
VXI
Atlanta
04.2020 - Current
- Conducted thorough benefits verifications to ensure compliance with policies and procedures.
- Collaborated with healthcare providers to gather necessary documentation for benefit eligibility.
- Managed complex case reviews, ensuring accuracy in data entry and claims processing.
- Trained new team members on benefits verification processes and system navigation.
- Implemented process improvements that enhanced workflow efficiency and reduced error rates.
- Developed training materials for ongoing staff development in benefits verification standards.
- Led initiatives to streamline communication between departments, improving response times for benefit inquiries.
- Analyzed trends in benefit claims to identify areas for operational enhancements and cost savings.
Pharmacy Help Desk Rep
Everise
Atlanta Ga
02.2018 - 03.2020
- Provided technical support to customers via phone, email, and chat channels.
- Diagnosed and resolved hardware and software issues efficiently.
- Documented customer interactions and solutions in ticketing system accurately.
- Collaborated with team members to streamline support processes and improve response times.
- Assisted in onboarding new help desk staff through training sessions.
- Maintained knowledge base articles to enhance self-service options for clients.
- Monitored service level agreements (SLAs) to ensure timely resolution of tickets.
- Identified recurring issues and suggested improvements to reduce future incidents.
Education
Associate of Science - Nursing
Atlanta Technical College
Atlanta, GASkills
- Remote support
- Documentation
- Application support
- Software knowledge
- Customer education
- Technical support
- Security awareness
- Network fundamentals
- Escalation management
Timeline
Benefits Verification Specialist
VXI
04.2020 - Current
Pharmacy Help Desk Rep
Everise
02.2018 - 03.2020
Associate of Science - Nursing
Atlanta Technical College