Larika Ritchie

Respond to customer questions via phone, email, direct mail, fax and chat.

Adhere to excellent quality standards, approved materials, and company specific working procedures, including all privacy and security protocols.

Answer product-related questions using approved FAQs and discussions guides.

Engage callers in a professional and empathetic manner, assisting them with understanding medical terminology as needed.

Identify and process potential adverse events and technical complaints in accordance with the client's working practice documents.

Identify and escalate customer issues through to resolution, collaborating with other functions to ensure a compliant solution.

Perform administrative and non-telecommunication duties as needed to support department efficiency.

Provide customer service and support for pharmaceutical companies and their products.

• Guided members to specialists aligned with their preferences.
• Captured exact data concerning members' needs.
• Engaged with members using technology and data to gain insights into their needs.
• Provided information on health plan options.
• Assisted in understanding and selecting benefits packages.
• Handled member communications through calls and emails concerning care-related questions.
• Simplified complex health plan features to help members comprehend coverage and cost impacts.
• Communicated details regarding health conditions, preventative care, and wellness programs.
• Kept member records up-to-date and accurate.
• Connected with members by understanding their needs through empathy.
• Managed claim processing.

Resolved inquiries related to claims.

• Facilitated communication between clinical team, patients, and families on care recommendations.
• Handled processing of new and amended enrollments.
• Facilitated collaboration among clinical, patient, and family departments.
• Address member needs by handling phone calls, emails, and diverse requests.
• Assisted members with understanding plan options, including contractual coverage and provisions.
• Conducted thorough issue analysis to reduce transfers.
• Maintained member engagement while utilizing various tools and platforms in a fast-paced environment.
• Met contractual KPIs through effective service delivery.
• Attentively listen to customer needs and concerns.
• Leverage resources to solve non-standard customer problems.
• Maintained extensive understanding of client offerings while informing patients about cost-saving advantages.
• Logged and accessed information within call tracking database.
• Engaged in initiatives aimed at enhancing customer satisfaction.
• Coordinated care plans and self-management tools.
• Adapted to various technology platforms efficiently.
• Ensured accurate and timely payment processing.
• Managed billing processes efficiently.
• Managed processing of claims and reimbursements.

• Welcomed customers and operated the cash register efficiently.
• Managed daily financial operations surpassing $15,000, driving revenue growth with effective up-selling strategies.
• Trained 4-5 cashiers and new hires on Point-Of-Sale (POS) systems.
• Complied with company standards for paperwork, time management, and cash management.
• Cultivated basic management experience through frequent shift leadership.
• Upheld high standards for store appearance.
• Recognized as Employee of the Month for two years in a row.
• Acted as a liaison between clients, sales representatives, and other internal teams to ensure seamless collaboration efforts.
• Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
• Processed both cash and card purchases and returns.
• Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
• Maintained a clean and inviting checkout area, contributing to an enjoyable shopping experience for customers.
• Balanced cash drawers at the end of each shift, ensuring accuracy in financial reporting.
• Resolved customer complaints professionally, maintaining a positive brand image and fostering customer retention.
• Developed strong relationships with repeat customers through friendly service interactions.
• Trained team members on cash register operation and cash handling.
• Helped customers complete purchases, locate items, and join reward programs.
• Restocked and organized merchandise in front lanes.
• Led opening and closing procedures and conducted cashier drops, cash control and vault monitoring.
• Managed cash registers, ensuring accurate accounting and reducing discrepancies in daily reports.
• Quickly and accurately counted drawers at start and end of each shift.
• Scheduled breaks for team members, promoting a fair work environment while maximizing coverage during peak hours.