Laqueata Cheeseborough
Kissimmee
Summary
Results-driven Healthcare Operations Leader experienced in enhancing patient support and optimizing specialty pharmacy operations. Increased productivity and improved quality outcomes by managing teams of 9 to 20 employees through effective workflow optimization and performance management. Focused on leveraging leadership and operational expertise to drive program success and elevate patient experiences.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Supervisor
ASSISTRX
05.2026 - Current
- Promoted into leadership after beginning with AssistRx as an Account Care Educator (ACE), demonstrating exceptional performance, patient advocacy, and operational expertise.
- Advanced into a supervisory role responsible for overseeing daily operations, team performance, and service excellence.
- Lead and develop a remote team of 9-20 patient support representatives while fostering a culture of accountability, collaboration, and continuous improvement.
- Monitored productivity, quality metrics, adherence, and service levels to meet operational goals and client expectations.
- Analyze performance trends and implement coaching strategies that improve employee engagement and overall team results.
- Conducted one-on-one meetings, performance reviews, and development planning sessions to support employee growth.
- Partner with cross-functional departments to resolve escalations, improve workflows, and support program objectives.
- Manage workforce planning and staffing adjustments to align with business needs and service demands.
- Review customer interactions and quality metrics to maintain high standards of patient and provider support.
- Prepared operational reports and communicated performance insights to leadership to inform decision-making.
- Assisted with adverse event reporting and safety documentation.
Oncology Team Lead
CVS SPECIALTY PHARMACY
10.2023 - 04.2025
- Led and mentored a team of specialty pharmacy representatives supporting oncology patients and providers nationwide.
- Monitored key performance indicators (KPIs), service levels, quality metrics, and productivity standards.
- Facilitated onboarding, training, and continuous development programs for new and tenured employees.
- Served as the primary escalation point for complex patient, provider, and payer concerns.
- Collaborated with pharmacy operations, healthcare providers, and insurance carriers to improve patient outcomes and service delivery.
- Implemented workflow enhancements that increased efficiency and reduced processing turnaround times.
- Consistently drove employee engagement, accountability, and performance improvement initiatives.
Benefit Investigation Representative
CVS SPECIALTY PHARMACY
05.2020 - 10.2023
- Conducted comprehensive benefit investigations for specialty medications across medical and pharmacy benefits.
- Verified insurance coverage, prior authorization requirements, formulary restrictions, and step therapy protocols.
- Collaborated with healthcare providers, payers, and internal departments to reduce delays in therapy initiation.
- Maintained detailed and accurate documentation while ensuring compliance with regulatory requirements.
- Created process resources and job aids that improved team consistency and operational accuracy.
Copay Assistance Representative
CVS SPECIALTY PHARMACY
11.2018 - 05.2020
- Assisted patients in obtaining financial assistance through manufacturer copay programs, charitable foundations, and alternative funding sources.
- Guided patients and caregivers through affordability solutions to improve treatment access and adherence.
- Coordinated with internal teams, providers, and third-party organizations to expedite assistance approvals.
- Delivered compassionate, patient-focused support while maintaining high productivity standards.
Refill Representative - Patient Care Services
ACS PHARMACY
Orlando
03.2017 - 11.2018
- Acted as the primary contact for specialty pharmacy refill requests and patient inquiries, providing timely responses and issue resolution.
- Coordinated prescription fulfillment and shipment scheduling, enhancing therapy adherence through efficient processing.
- Verified patient information and ensured compliance with HIPAA and company standards.
- Identified adherence barriers and escalated clinical concerns to pharmacists and healthcare professionals, facilitating proactive patient care.
- Consistently maintained high customer satisfaction and service quality scores.
Education
Associate Degree -
Edison State College
Fort Myers, FLHigh School Diploma -
North Fort Myers High School
Fort Myers, FLSkills
- Healthcare Operations Management
- Pharmacy Management
- Insurance Verification
- Financial Assistance Coordination
- Regulatory Compliance & HIPAA
- Process optimization
- Cross-Functional Collaborations
- Team leadership
- Team management
- Employee Coaching & Mentorship
- Training & Onboarding
- Healthcare Software Systems
- Salesforce CRM
- RXConnect
- NovoLogix
- PeopleSafe
- Workforce Management Systems
- Microsoft Excel
- Microsoft Word
- Microsoft Outlook
- Microsoft Teams
- Microsoft PowerPoint
Certification
- Prior Authorization Certified Specialist (PACS)
- HIPAA Training (Current)
- Leadership Development Training - CVS Health
Technical Skills
Salesforce CRM, RXConnect, NovoLogix, PeopleSafe, Microsoft Excel, Word, Outlook, Teams, PowerPoint, Call Center Platforms, Workforce Management Systems, Performance Reporting Tools, Telephony Systems
Professional Highlights
- 15+ Years of Customer Service & Patient Support Experience
- 8+ Years in Specialty Pharmacy & Patient Access Programs
- Progressive Leadership Growth from Frontline Representative to Supervisor
- Managed and Developed Teams of 9-20 Employees
- Expertise in Oncology, Specialty Pharmacy, Benefits Investigation, and Copay Assistance Programs
- Strong Record of Driving Productivity, Quality, and Employee Development
Timeline
Supervisor
ASSISTRX
05.2026 - Current
Oncology Team Lead
CVS SPECIALTY PHARMACY
10.2023 - 04.2025
Benefit Investigation Representative
CVS SPECIALTY PHARMACY
05.2020 - 10.2023
Copay Assistance Representative
CVS SPECIALTY PHARMACY
11.2018 - 05.2020
Refill Representative - Patient Care Services
ACS PHARMACY
03.2017 - 11.2018
Associate Degree -
Edison State College
High School Diploma -
North Fort Myers High School