Leidy Padron

• Handle a high volume of inbound and outbound calls to assist with prescription refills, medication adherence, and member outreach.

• Navigate multiple systems to provide accurate information to members, providers, and clinical staff.

• Review prescription claim documentation and manage escalated inquiries across various communication channels.

• Translate prescriber notes and address Medicare drug-related issues in compliance with organizational policies.

• Provide administrative support and participate in initiatives aimed at improving quality and efficiency.

• Maintain professionalism and deliver exceptional customer service while adhering to schedules and compliance standards.

• Collaborate with telecommuting team members, lead technicians, and supervisors to ensure seamless operations.

• Consistently demonstrate strong organizational and multitasking skills in a call center environment.

• Ensure strict adherence to company policies and procedures during all interactions.

• Resolved customer inquiries efficiently, ensuring high satisfaction levels.
• Utilized CRM software to manage customer interactions and track service requests.
• Adapted to changing call volumes and prioritized tasks effectively.
• Collaborated with team members to enhance service delivery processes.

• Supervised daily operations to ensure efficient workflow and optimal customer service standards.
• Trained and mentored new staff on company policies and operational procedures.
• Monitored inventory levels, placing orders to maintain stock availability and prevent shortages.
• Managed scheduling to align staffing with peak business hours, enhancing service delivery.