Laura McDonnell
Trafford,PA
Summary
Highly-motivated employee with desire to take on new challenges 10 years experience Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. I work well with others and will love to lean and grow and be the best I can be in a new position.
Overview
24
24
years of professional experience
1987
1987
years of post-secondary education
Work History
Medicare customer service agent
CVScaremark
Pittsburgh , Pennsylvania
10.2014 - Current
- Assisted customers with inquiries regarding prescription medications and benefits questions
- Assist with prior authorization and Tier exceptions
- Assisted overrides in for vacation medications, lost medications
- Filed grievances for members complaints about plan benefits
- Trained new agents on customer service protocols and best practices.
- Order id cards, benefit information, explanation of benefits, power of attorney forms
- Call Dr offices to get medications sent to mail order or local pharmacy
- Educate members on the website and guide them through to make a payment ECT.
Pharmacy Technician
Eckerd Drugs
Cheswick, Pennsylvania
08.2001 - 12.2007
- Processed prescription orders accurately and efficiently for diverse customer needs.
- Assisted pharmacists in preparing medications and maintaining inventory levels.
- Educated customers on medication usage and potential side effects effectively.
Education
Deer Lakes Jr Sr High
Cheswick, PASkills
- Customer service
- Prior authorization
- Medication education
- De Escalation
- Grievances filing
- Microsoft teams
- Outlook
- Citrix
- Salesforce
- Five 9 Software
- CMS compliance
- HIPAA regulations
- Training my peers new and existing
- Running new hire chats answering real time questions
- I'm on a grievance support line to help peers file grievances
- Empathy for medical customers
- Exceptional call quality reviews
- Team player
- Exceptional attendance
Timeline
Medicare customer service agent
CVScaremark
10.2014 - Current
Pharmacy Technician
Eckerd Drugs
08.2001 - 12.2007
Deer Lakes Jr Sr High