Larika Ritchie

Responded to customer inquiries via phone, email, direct mail, fax, and chat.

Adhered to quality standards and company-specific procedures regarding privacy and security.

Utilized approved FAQs and discussion guides to address product-related questions.

Engaged callers professionally, assisting with comprehension of medical terminology.

Identified and processed potential adverse events and technical complaints per client documentation.

Escalated customer issues to resolution, collaborating with various functions for compliance.

Performed administrative duties to enhance departmental efficiency.

Provided comprehensive support for pharmaceutical companies and their products.

• Guided members to appropriate specialists based on individual preferences.
• Captured detailed data regarding members' specific needs.
• Engaged with members through technology to extract insights into their requirements.
• Provided comprehensive information on health plan options and benefits packages.
• Simplified complex health plan features for better member comprehension of coverage.
• Handled member communications via calls and emails, addressing care-related inquiries.
• Maintained accurate and up-to-date member records.
• Managed claim processing and resolved related inquiries efficiently.

• Facilitated communication among clinical teams, patients, and families regarding care recommendations.
• Processed new and amended enrollments to ensure accurate member records.
• Coordinated collaboration across clinical, patient, and family departments to enhance service delivery.
• Addressed member needs through effective handling of calls, emails, and diverse requests.
• Assisted members in understanding plan options, including coverage and provisions.
• Conducted thorough issue analysis to minimize transfers and improve resolution rates.
• Maintained high member engagement using various tools in a fast-paced environment.
• Met contractual KPIs by delivering effective services and solutions.

• Efficiently operated cash register and welcomed customers with professionalism.
• Managed daily financial operations exceeding $15,000, boosting revenue through effective up-selling.
• Trained four to five cashiers on POS systems, enhancing team competence.
• Ensured compliance with company standards for time and cash management.
• Led shifts, developing foundational management skills through hands-on leadership.
• Maintained store appearance, upholding high cleanliness standards.
• Recognized as Employee of the Month for two consecutive years.
• Facilitated seamless collaboration between clients and internal teams.