LaKenya Jackson-Brown
Chesterfield,NJ
Summary
Motivated individual with experience in customer service and sales. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service.
Overview
22
22
years of professional experience
Work History
Account Manager
SGRX
Grosse Pointe Park, MI
08.2021 - Current
- Assists Account Executive (s) with an assigned book of business, focusing on day-to-day support, client trend management, and cultivating multi-level client relationships
- Builds and maintains client relationships by ensuring appropriate levels of service and operational support
- Actively supports members of the Account Team, and members of the extended team, in successfully meeting client needs
- Assist with system and reporting testing and system setup as requested.
- Research system issues and update information subsequent to client inquiries via phone or email
- Process enrollment and termination member eligibility requests.
- Cultivated strong client relationships to enhance customer satisfaction and retention.
- Strengthened communication channels between clients and internal teams to facilitate problem resolution.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
- Collaborated with sales team to identify potential upsell opportunities and expand client base.
- Established clear communication channels between clients and internal teams, ensuring seamless project execution.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
Medication History Advocate
Ascension Health Ministry
St. Louis, Missouri
08.2020 - 08.2021
- Interview patients, caregivers, or providers to obtain the most accurate medication history based on patient-specific factors (e.g., illness, cognition, literacy).
- Accurately uses and communicates with external resources to obtain pertinent information.
- Maintains knowledge regarding new medications and dosage forms that may be used in an outpatient/ambulatory setting.
- Monitors multiple patient queues from facilities or EMRs.
Pharmacy Technician
St John Providence Health System
Detroit, MI
04.2004 - Current
- Typing prescriptions for dispensing, filling of medications and stocking of pharmacy, insurance billing, and inventory.
- Rounds to deliver meds to patients and nurses, unload stock, pull outdates, etc.
- Assisting pharmacies & members on all issues related to the processing of pharmacy claims by determining the appropriateness of overriding pharmacy claims edits & translating error messages.
- Managed medication inventory, ensuring accurate stock levels and timely restocking of supplies.
- Stocked, labeled, and inventoried medication to keep accurate records.
- Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
- Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems, and locating items.
- Counted and labeled prescriptions with correct item and quantity.
- Assisted in maintaining a clean and organized work environment, ensuring compliance with safety regulations.
- Increased overall pharmacy productivity by restocking supplies, organizing shelves, and maintaining cleanliness according to standards.
- Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality.
- Improved patient satisfaction by efficiently processing prescriptions and managing inventory in a timely manner.
- Performed various pharmacy operational activities with strong commitment to accuracy, efficiency, and service quality.
- Supported inventory management initiatives through accurate record-keeping of received shipments and expired medications for disposal purposes.
- Collected co-payments or full payments from customers.
- Proactively identified potential issues or discrepancies in medication orders, collaborating closely with pharmacists to resolve them quickly.
- Maintained clean and organized work environment, adhering to health and safety standards.
- Conducted routine checks of pharmaceutical stocks to maintain quality control.
- Managed medication inventory, ensuring availability of all necessary drugs.
- Supported insurance claim processing, facilitating smoother patient transactions.
- Improved pharmacy operations efficiency with meticulous record-keeping of patient information and prescriptions.
- Developed patient education materials on medication management, contributing to community health awareness.
- Managed opening and closing duties for pharmacy.
- Conducted patient follow-ups to confirm medication effectiveness and address concerns.
- Set up and modified patient profiles to include current medications and insurance details.
- Prepared packaging and labels for prescriptions, verifying accuracy of dosage, side effects, interactions, and refill instructions.
- Liaised with other pharmacies to eliminate issues related to product expiration.
Pharmacy Assistance Coordinator/Data Entry Clerk
St John Providence Health System
Southfield MI
08.2009 - 08.2018
- Clearly communicates program requirements and timelines with enrollees, responsible for daily intake and re-distribution of medication for the program
- Data entry into various systems, guards confidentiality of patient information and records.
- Developed and maintained schedules for staff, ensuring optimal resource allocation.
- Trained new staff on procedures and best practices, fostering a collaborative work environment.
- Entered data, generated reports, and produced tracking documents.
- Enhanced customer satisfaction by responding promptly to inquiries and addressing concerns professionally.
- Managed vendor relationships to secure best quality of services and products for organizational needs.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Monitored front areas so that questions could be promptly addressed.
- Review and verify patient information for completeness, ensuring compliance with healthcare regulations.
- Collaborate with healthcare teams to resolve discrepancies in data entries, promoting operational integrity.
- Completed data entry tasks with accuracy and efficiency.
- Organized, sorted, and checked input data against original documents.
- Sorted documents and maintained organized filing process.
- Created and maintained data entry logs to track data entry activities.
- Communicated with supervisors and colleagues to process data quickly and resolve discrepancies.
- Maintained files, records, and chronologies of entry activities.
- Verified data files prior to entry to maintain high data accuracy.
- Checked for accuracy by verifying data and records.
- Followed data entry protocols, rules and regulations.
- Created spreadsheets for more efficient recordkeeping.
- Updated and maintained customer information, documents and records.
- Managed documents by organizing forms, making photocopies, filing records, preparing correspondence, and creating reports.
- Compiled, verified accuracy, and sorted information to prepare source data for computer entry.
Skills
- Account management
- Customer service
- Teamwork and collaboration
- Customer relationships
- Relationship building
- Account servicing skills
- Client meetings
- Order management
- Staff management
- Schedule management
- Employee mentoring
- Compliance requirements
- Account verification
- Complaint management
- Customer training
Timeline
Account Manager
SGRX
08.2021 - Current
Medication History Advocate
Ascension Health Ministry
08.2020 - 08.2021
Pharmacy Assistance Coordinator/Data Entry Clerk
St John Providence Health System
08.2009 - 08.2018
Pharmacy Technician
St John Providence Health System
04.2004 - Current