Laurie Littlefeather
Lockport,NY
Summary
Personable and dedicated Customer Service Representative with extensive experience in the Medical Field. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
37
37
years of professional experience
Work History
Customer Service Advocate III EROC
Excellus BCBS
Rochester, NY
11.2022 - 04.2024
- Assisted with customer inquiries, complaints, and requests for information regarding insurance policies.
- Processed new policy applications and updated existing policy documents.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
Medicare Customer Service Advocate III
Univerahealthcare
Williamsville, NY
08.2018 - 11.2022
- Greeted and assisted customers with inquiries regarding products and services.
- Resolved customer complaints via phone, email, mail or social media.
- Provided accurate, valid, and complete information to customers in a timely manner.
- Processed orders, forms, applications and requests.
- Shadowed and coached new advocates from the OJT to their first months and out on the floor to acheive MTM and FCR scores
- Worked as a back up on the Lead Line
- Listen to advocates quality calls to help guide them to get better quality scores
Certified Pharmacy Technician
Lifetime Health
Buffalo , NY
12.2000 - 12.2017
- Provided medication and other healthcare products to customers accurately and efficiently.
- Assisted pharmacists in preparing prescriptions for filling, including counting tablets and labeling bottles.
- Verified accuracy of patient information on prescription orders.
- Maintained pharmacy inventory by restocking shelves with medications and supplies.
- Received verbal prescriptions from physicians or nurse practitioners via telephone, fax or electronic means.
- Processed third-party insurance claims for reimbursement of pharmaceuticals.
- Performed administrative duties such as filing, data entry, answering phones.
- Maintained records of controlled substances dispensed according to state regulations.
- Followed safety protocols when handling hazardous drugs or materials in accordance with OSHA standards.
- Resolved customer complaints regarding product quality or quantity issues.
Pharmacy Technician
Fays Drugs/Excerd
Kenmore , NY
08.1994 - 12.2000
- Maintained daily inventory of pharmaceuticals and ensured proper storage conditions.
- Prepared medications for dispensing by counting, pouring, labeling, and verifying doses.
- Performed data entry for patient profiles, billing information and prescription orders into the pharmacy software system.
- Provided customer service to patients by answering questions about medications and health-related topics.
- Managed filing of prescriptions, both electronically and manually.
- Retrieved medication from shelves based on physician orders and delivered them to pharmacists for review.
- Insurance Specialist
Bookeeper/Office Manager
M A Reich & Co
Buffalo, NY
07.1987 - 09.1993
- Developed and implemented office policies and procedures.
- Assisted with the preparation of budgets, forecasts and financial statements.
- Maintained and reconciled general ledger accounts.
- Processed accounts payable and receivable transactions.
- Conducted monthly bank reconciliations.
- Performed month-end closing activities.
- Managed payroll processing for staff members.
- Generated invoices for clients and tracked payments received from customers.
- Posted journal entries to the general ledger system accurately and timely.
Education
High School Diploma -
Sweet Home Senior High School
Amherst, NY06-1987
Skills
- Credit card processing
- Promotional support
- Order Fulfillment
- Complaint Handling
- Payment Collection
- Quality Control
- Call Center Operations
- Data Entry
- Typing proficiency
- Problem-solving abilities
- Medical terminology knowledge
- Microsoft Outlook
References
References available upon request.
Timeline
Customer Service Advocate III EROC
Excellus BCBS
11.2022 - 04.2024
Medicare Customer Service Advocate III
Univerahealthcare
08.2018 - 11.2022
Certified Pharmacy Technician
Lifetime Health
12.2000 - 12.2017
Pharmacy Technician
Fays Drugs/Excerd
08.1994 - 12.2000
Bookeeper/Office Manager
M A Reich & Co
07.1987 - 09.1993
High School Diploma -
Sweet Home Senior High School