Larae Myers
Executive Patient Relations Team Lead
Harmony,PA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Builds relationships with co-workers though thorough training. Willingness to take on added responsibilities to meet team goals. Patient centric, building trust with callers.
Overview
25
25
years of professional experience
Work History
Resolution Specialist
CVS Specialty
04.2025 - Current
- Resolved complex customer inquiries through effective communication and problem-solving techniques.
- Handled escalated calls calmly and professionally, ensuring that even highly dissatisfied customers felt heard and supported throughout the process.
- Managed high volumes of customer inquiries for efficient resolution, enhancing overall client experience.
- Leveraged strong listening skills to fully understand the customer''s perspective, enabling tailored and empathetic responses during conflict resolution.
Executive Patient Relations, Team Lead
CVS Specialty Pharmacy
09.2024 - Current
- Led cross-functional teams to develop and implement strategic initiatives enhancing operational efficiency.
- Directed organizational change projects, aligning resources with business goals for sustained growth. Assisted with the start up COERT Team as well as headed the NCI projects with the onboarding of multiple new clients.
- Established performance metrics and KPIs to measure success of strategic programs and initiatives. My metrics and attendance are important to me.
- Developed innovative solutions to complex problems, resulting in improved organizational performance.
- Reviewed employee concerns and new opportunities to drive business strategies. Other Employees reach out for guidance on accounts and we work together to get a resolve.
- Handled problematic customers and clients to assist the Inbound Resolution Teams and maintain excellent customer service.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Evaluated staff performance and provided coaching to address inefficiencies.
Patient Advocate
CVS Specialty Pharmacy
10.2021 - Current
- Advocated for patient needs, ensuring timely access to healthcare resources and services.
- Led initiatives aimed at improving patient engagement strategies within healthcare settings for better experiences.
- Responded to patient concerns and questions with compassionate and knowledgeable service.
- Provided emotional support to patients and families during challenging medical situations, fostering trust and rapport.
- Assisted patients in navigating complex insurance processes, leading to successful claim resolutions and reduced financial burdens.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Provided excellent customer service to patients and medical staff.
Waitress
Zelienople Kountry Kitchen
Zelienople, PA
07.2000 - 03.2020
- Greeted new customers, discussed specials and took drink orders.
- Kept server areas clean and stocked to increase efficiency while working tables.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Collaborated with kitchen staff to correctly update customers on unavailable dishes and wait times.
- Bussed and reset tables to keep dining room and work areas clean.
- Used cash registers and credit card machines to cash out customers.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals and walk-in business.
- Delivered exceptional customer service, ensuring positive dining experiences for patrons.
- Trained new staff on menu items, service standards, and operational procedures.
Education
High School Diploma -
Seneca Valley High School
Harmony, PA06.1993
Skills
- Customer Service and Rapport
- Staff Training
- Cool Under Pressure
- Relationship Building
- Verbal and Written Communication
- Transactions and Cash Handling
- Conflict and Complaint Resolution
- Multitasking and Prioritization
- Detail-Oriented
Reliable and Responsible
Timeline
Resolution Specialist
CVS Specialty
04.2025 - Current
Executive Patient Relations, Team Lead
CVS Specialty Pharmacy
09.2024 - Current
Patient Advocate
CVS Specialty Pharmacy
10.2021 - Current
Waitress
Zelienople Kountry Kitchen
07.2000 - 03.2020
High School Diploma -
Seneca Valley High School