Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Latoria Powell

Towson,MD

Summary

An experienced individual providing high-quality administrative support to various departments. A results-driven candidate with successful track record of providing administrative support in busy office environments. Organized and dependable candidate successful at managing multiple priorities with a positive attitude with a willingness to take on added responsibilities to meet team goals. The objective is to seek and maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Medical Care Program Associate I

MDH - Office of Pharmacy Services
03.2023 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Cross-trained and provided backup support for organizational leadership.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of Medicaid and COMAR and creating welcoming, positive experiences.
  • I document Pharmacy benefits, claim status, Prior Authorization approvals and requests, DME Pharmacy, Medicaid Benefit eligibility, rerouting Medicare Beneficiaries by thoroughly utilizing all available resources to answer inquiries regarding issues relating to the MD Medicaid Pharmacy Program and assist in resolving complaints from medical providers and participants. In this position, I also entered Prior Authorization approvals in the Rx claims adjudication system, offered technical support and troubleshoot issues to enhance office productivity, and prepared clearly written and formatted documents and reports.
    I foster strong relationships with prescribers, pharmacies, and members by interacting as a customer service representative to assist with fill prescriptions, to verify benefit medications and to be the contact person when calling for overrides or assistance with prescriptions between the pharmacy and the doctors’ prescribing medications. Within Medicaid, I use customer service when I answer calls. I use courtesy and respect. I try to answer in a quick manner to respect the time of all parties calling and to reduce wait times.

    • Generated reports using database software programs.
    • Inputted data into spreadsheets for tracking purposes.
    • Answered phone calls and directed them to the appropriate personnel.
    • Assisted with filing documents and maintaining records.
    • Managed incoming and outgoing fax and email correspondence.
    • Provided administrative support for staff members.
    • Performed data entry tasks with accuracy and speed.
    • Directed clients and guests to correct departments, rooms, and staff members as a call center agent.
    • Answered office phone and emails to verify scheduled appointments, answer questions and documented information needed for the prior authorization process.
    • Maintained detailed administrative and procedural processes to improve accuracy and efficiency.
    • Utilized office equipment such as printers, copiers, and fax machines efficiently.
    • Provided customer service, addressing inquiries and resolving issues promptly.
    • Answered and directed phone calls to appropriate staff members.
    • Answered telephones, directed calls, and took messages.


    MDH, Office of Pharmacy Services 3/2023-Current (MCPA 1) 40 hrs a week

Customer Service Representative

EZ Pass
11.2022 - 03.2023
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Enhanced customer satisfaction by promptly addressing and resolving inquiries, complaints, and issues.
  • Documented and detailed calls and complaints using call center's CRM database.

Retail Associate

Marshalls
05.2022 - 11.2022
  • Role models established customer experience practices with internal and external customer by supporting and embodying a positive store culture through honesty, integrity, and respect
  • Used POS system to process sales, returns, online orders, and gift card activations.
  • Promotes credit and loyalty programs during customer interactions
  • Maintains all organizational, cleanliness, and recovery standards for the sales floor and participates in the maintenance/cleanliness of the entire store
  • Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.
  • Organized store merchandise racks and displays to promote and maintain visually appealing environments.
  • Supports and participates in store shrink reduction goals and programs
  • Drove customer loyalty and consistent sales through friendly service and knowledgeable assistance.
  • Provided excellent customer service, addressing inquiries and resolving issues swiftly.

Pharmacy Technician

Giant Eagle, Inc
03.2021 - 08.2021
  • Maintains records by recording and filing physicians' orders and prescriptions
  • Generates revenues by calculating, recording, and issuing charges by resoling third-party billing, computer system and customer service issues.
  • Contributes to team effort by prepared packaging and labels for prescriptions, verifying accuracy of dosage, side effects, interactions, and refill instructions. Also Maintained proper drug storage procedures, registries, and records for controlled drugs.
  • Coordinated verification and filling of more than 500+ daily prescriptions in high-volume retail pharmacy environment.
  • Managed opening and closing duties for pharmacy.

Pharmacy Technician

Walgreens
01.2019 - 12.2020
  • Confidently handling various types of customer inquiries while engaging and building a consultative relationship with our customer
  • Demonstrates a favorable image of the organization through effective use of soft skills and problem-solving skills, professional communications and internal/ external customer interactions
  • Coordinated with physicians and insurance agency representatives for speedy resolution of prescription discrepancies by greeting them in person and by phone, answering questions and requests, and referring inquiries to the pharmacist
  • Maintains pharmacy inventory by checking pharmaceutical stock to determine inventory level, anticipating needed medications and supplies, placing and expediting orders, verifying receipt, and removing outdated drugs to maintain streamlined inventory and low overhead.
  • Coordinated verification and filling of more than 500+ daily prescriptions in high-volume retail pharmacy environment.
  • Managed opening and closing duties for pharmacy.

Education

High school Diploma -

Academy For College And Career Explorations
06.2011

Bachelor of Science -

Towson University
Baltimore, MD
12-2028

Skills

  • Problem-Solving Skills
  • Customer Satisfaction
  • Verbal Communication
  • Team Collaboration
  • Strong Organization Skills
  • Data Integrity
  • Quality Assurance
  • Administrative Support
  • Sales
  • Office Equipment Proficiency
  • Process Optimization

Certification

  • Registered Pharmacy Technician, Maryland Board of Pharmacy - 6+ Years
  • CPR and First Aid Certified/AED Certified, Red Cross, - 6+ years
  • Trained in Microsoft Word, Excel & Powerpoint

Timeline

Medical Care Program Associate I

MDH - Office of Pharmacy Services
03.2023 - Current

Customer Service Representative

EZ Pass
11.2022 - 03.2023

Retail Associate

Marshalls
05.2022 - 11.2022

Pharmacy Technician

Giant Eagle, Inc
03.2021 - 08.2021

Pharmacy Technician

Walgreens
01.2019 - 12.2020

High school Diploma -

Academy For College And Career Explorations

Bachelor of Science -

Towson University

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