LAURA WALLACE
Raleigh,NC
Summary
Successful Customer Service Professional in Human Resources, Healthcare and Health insurance with more than 10 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat, empathetic and energetic, handling difficult situations through resourcefulness and adaptability.
Overview
10
10
years of professional experience
Work History
Customer Care Representative/PPD
Radiant Staffing
10.2022 - 04.2023
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Responded to callers' needs through competent customer service and prompt problem-solving
- Assisted patients with completion of FDA-required survey questions, updating demographics and educating on the use of the REMS Companion App
- Provided assistance to prescribers in patient enrollment, activation or deactivation, obtaining authorization numbers and overrides, updating prescriber profiles
- Assisted network pharmacies with canceling, editing or logging dispenses
- Responded to patient needs through competent customer service and prompt problem-solving
- Addressed patient complaints and mitigated dissatisfaction by employing timely and on-point solutions
- Assisted call-in patients with questions or concerns
Data Collection Specialist/RTI International
Greene Resources
04.2022 - 06.2022
- Worked on behalf of the US Department of Health and Human Services’ 2021 MEPS (Medical Expenditures Panel Study)
- Submitted, via fax or email attachment, a HIPPA compliant authorization form to prescribers for release of billing and payment records for patients
- Reached out to prescriber to collect data
- Accurately collected and handled data entry for patients participating in the MEPS study into the company-based software.
Delivery Coordinator
Biologics By McKesson
09.2016 - 04.2021
- Provided customer service in high volume call center setting
- Provided customers with instructions as presented by their support team of healthcare providers and/or medication support program
- Communicated with providers, when necessary, to ensure delivery to provider office or directly to the patient
- Obtained product specifications along with delivery address, date and contact information.
- Consulted with patients about delivery and order preparation requests when there is a change
- Scheduled deliveries, monitored progress and communicated updates to customers as requested
Drug Safety Administrator II/PPD
Green Key LLC
02.2016 - 09.2016
- Reviewed clinical reports received from the provider, patient or other caregiver of adverse effects related to medication or medical equipment
- Documented and submitted inquiries to healthcare professionals
- Provided assistance in submitting follow up requests to clinical trial sites in the US, South America and Europe
- Collaborated with the Phamacovigilence safety team to ensure information is logged, distributed and entered into the tracking database.
Precertification Technician/IQA
Xerox Healthcare Of NC
11.2012 - 07.2015
- Performed duties in accordance with applicable state and federal policies, procedures and any regulatory guidelines to promote compliance
- Reviewed medical criteria and previous treatments to substantiate eligibility for preauthorization of CMMS approved drugs
- Reviewed with Medicare patients their Explanation of Benefits, deductibles, copays or coinsurance and CMMS policies and procedures or related inquiries
Education
Medical Terminology
Wake Technical Community College
Raleigh, NCCertification - Spanish Language
Bilingual America
Atlanta, GADiploma - Paralegal Studies
Harding Business College
Youngstown, OHSkills
Integrated healthcare models, such as physical, behavioral or financial
Strong patient relations, building rapport and trust
Educating patients according to instructions by their prescriber of use of patient portal for easy, convenient access
Ensuring patient satisfaction with respect, dignity and empathy
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Care Representative/PPD
Radiant Staffing
10.2022 - 04.2023
Data Collection Specialist/RTI International
Greene Resources
04.2022 - 06.2022
Delivery Coordinator
Biologics By McKesson
09.2016 - 04.2021
Drug Safety Administrator II/PPD
Green Key LLC
02.2016 - 09.2016
Precertification Technician/IQA
Xerox Healthcare Of NC
11.2012 - 07.2015
Medical Terminology
Wake Technical Community College
Certification - Spanish Language
Bilingual America
Diploma - Paralegal Studies
Harding Business College
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