Leslie Miracle
Harrogate,TN
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
John Korey Ely Insurance Agency - TN Farm Bureau
04.2023 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Modified, updated and processed existing policies.
- Carried out administrative tasks by communicating with clients, distributing mail, and scanning documents.
- Generated, posted and attached information to claim files.
- Collected premiums and issued accurate receipts.
Patient Care Advocate
Cigna, Accredo Health Group
11.2022 - Current
- As a Patient Care Advocate with Accredo Specialty Pharmacy, I perform designated job duties within a high volume call center
- I typically manage 40 to 80 calls per 8 hour shift, sometimes more if the demand is high
- I underwent extensive training before beginning the work over a period of two months
- I encounter a multitude of different calls throughout my scheduled shift, all different of nature
- I assist patients with verifying pharmacy plan benefits, scheduling specialty medication, directing calls to other departments and researching any problems that may appear on the account
- This role truly allows me to react and show my caring nature
- I provide empathy when needed to any caller who may express concern
- I often troubleshoot any problems with patient accounts, and work efficiently to resolve them
- I sometimes encounter calls that require escalation, but work proactively to defuse calls as effectively as possible
- This role requires me to be compassionate, a problem solver, a quick thinker and react with the utmost kindness to all callers.
Specimen Collector
Aegis Sciences Corporation for Beall Medical Clinic
09.2018 - 11.2022
- As a specimen collector for Aegis, I was responsible for data entry, using an order system to order patient’s samples, and maintain a sanitary workspace
- I worked alongside other office staff and providers, but performed independently and reported to a RSM
- I printed reports daily and filed them inside patient charts, collected the appropriate samples requested by the client’s providers, and answered any questions that staff may have relating to the laboratory.
Medical Receptionist
Beall Medical Clinic
07.2017 - 09.2018
- When employed at Beall Medical, I performed duties as a receptionist
- I answered incoming calls to the office and helped assist patients, pharmacies, and other provider’s offices
- I processed prior authorizations for coverage of medication, and accepted co-pays and payments
- I provided patients with follow up appointments, prescriptions, and scheduled those using the office’s software
- I filed all paperwork inside of the patient's charts, printed PMP’s for providers to review and made confirmation appointment calls
- I provided patients who had interest in the office’s program with information and scheduled any new patients’ appointments
- I made copies of paperwork needed for charts, and prepared new patient charts
- I was also delegated the task of promoting the business page through social media.
Floater
Aegis Sciences Corporation
08.2016 - 07.2017
- With Aegis Sciences, I worked as a specimen collector for several different clients
- I worked independently and reported to an RSM
- I was responsible for collecting biological specimens at client sites for testing
- Duties included maintaining the integrity of the collection process, obtaining insurance information for billing purposes, and packaging the specimens for shipment
- I fostered communication between the client and Aegis management
- I maintained required compliance training and complied with all applicable safety requirements.
Specimen Processor
American Toxicology Laboratory
08.2015 - 08.2016
- As an employee of American Toxicology Laboratory, I collected patient specimens for Watauga Recovery Center
- I was self-directed and performed daily under no supervision
- Applying past training and information, I carried out daily requirements such as: collection of human urine specimens, completion of requisition forms, attaching patient demographics and insurance cards, packaging and shipping specimens to laboratories
- I was also responsible for ordering and stocking supplies
- I strived to meet expectations of the client, staff and maintain a sanitary work environment when working with hazardous materials.
Specimen Processor
Medytox Solutions and Services
03.2015 - 08.2015
- As an employee of Medytox, I collected patient specimens for Watauga Recovery Center
- I generated patient requisitions, demographic information and prepared samples for shipment to laboratories
- Other responsibilities included ordering and stocking supplies, maintaining an organized and sanitary workspace, and communicating with other employees and providers.
Specimen Collector
Kelly Services for Physicians Choice Laboratory
11.2014 - 03.2015
- Contracted to perform duties by Kelly Services for Physicians Choice Laboratory, I collected and processed patient specimens for Watauga Recovery Center
- I generated patient requisition forms, collected requested specimens, and prepared shipments to laboratories
- I was responsible for verification of up-to-date patient information, ordering, and stocking supplies.
Laboratory Collection Specialist
All Medical Personnel
01.2014 - 10.2014
- Contracted to perform duties by All Medical Personnel for Sterling Healthcare Services and Forensic Laboratories, I collected and processed patient specimens for Watauga Recovery Center
- I completed patient requisition forms, collected specimens and prepared shipments to laboratories
- I was responsible for verification of up-to-date patient information, ordering supplies, and stocking supplies.
Front-End Manager, Cashier, and Registered Pharmacy Technician
Food City
01.2011 - 01.2014
- I began employment as a Front-End Manager
- I would oversee the work of cashiers, scheduled breaks, lunches and shifts for employees
- Other duties were check cashing, sales of tobacco, resolving customer conflicts, closure/opening of the front office, lottery sales, WIC vouchers, customer service, and maintaining an efficient work flow throughout shifts
- Merging over as a pharmacy technician, I was certified through the state of Tennessee and Kentucky
- Some of the responsibilities of this position included: abiding and knowledge of HIPAA laws, medical terminology, pharmacology, data entry, and billing.
Education
Some College (No Degree) -
Southeast Kentucky Community And Technical College
Middlesboro, KYCNA Certificate -
Southeast Kentucky Community And Technical College
Cumberland, KYHigh School Diploma -
Cumberland Gap High School
Skills
- Calm and Effective Under Pressure
- Documenting and Recording Information
- Caring and Empathetic
- Database Search and Data Entry Skills
- Organized and Efficient
- Resolving Problems
- Verbal and Written Communication
- Claims Processing
- Technical Troubleshooting
- Attention to Detail
- Insurance Authorizations
- Multi-Line Telephone Systems
- Claims Handling and Coverage Verification
- Benefits Explanation
- Medical Terminology
- Payment Calculation
Additional Information
- Previous Licenses: , Certified Nursing Assistant: July 2011 to July 2013 TN License # :149048 Registered Pharmacy Technician: June 2013 to June 2015 TN License #: 47236
Timeline
Customer Service Representative
John Korey Ely Insurance Agency - TN Farm Bureau
04.2023 - Current
Patient Care Advocate
Cigna, Accredo Health Group
11.2022 - Current
Specimen Collector
Aegis Sciences Corporation for Beall Medical Clinic
09.2018 - 11.2022
Medical Receptionist
Beall Medical Clinic
07.2017 - 09.2018
Floater
Aegis Sciences Corporation
08.2016 - 07.2017
Specimen Processor
American Toxicology Laboratory
08.2015 - 08.2016
Specimen Processor
Medytox Solutions and Services
03.2015 - 08.2015
Specimen Collector
Kelly Services for Physicians Choice Laboratory
11.2014 - 03.2015
Laboratory Collection Specialist
All Medical Personnel
01.2014 - 10.2014
Front-End Manager, Cashier, and Registered Pharmacy Technician
Food City
01.2011 - 01.2014
Some College (No Degree) -
Southeast Kentucky Community And Technical College
CNA Certificate -
Southeast Kentucky Community And Technical College
High School Diploma -
Cumberland Gap High School
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