LISA ROWELL
Crenshaw
Summary
Flexible professional offering extensive history of excellent customer service and precise prescription formulation. Versed in relevant regulations with dedication to ethical practices.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Prior Authorization Pharmacy Technician
CVS Health
Remote
07.2024 - Current
- Ensured compliance with all federal, state, local laws and company policies related to pharmacy operations.
- Monitored and tracked authorization approvals and denials to ensure timely processing.
- Adhered to regulatory guidelines for workplace safety and customer confidentiality.
- Input claim, prior authorization, and other important medical data into system.
- Provided customer service to patients and healthcare providers, answering questions related to prior authorization and insurance coverage.
- Communicated authorization decisions, including approvals and denials, to healthcare providers and patients.
- Interpreted health plan benefits and coverage requirements related to prior authorization process.
- Provided customer service support by responding promptly and professionally to inquiries from patients, physicians' offices, insurance companies. via phone or email.
- Processed incoming faxes for new prescriptions and prior authorization requests.
Certified Pharmacy Technician
Walmart
11.2021 - 07.2024
- Processed insurance claims and payments for medications
- Processed claims for third-party prescription services
- Demonstrated excellent customer service and communication skills while assisting customers with their inquiries
- Triaged incoming phone calls, assisting callers or escalating therapeutic inquiries to pharmacists
- Accurately entered patient information into pharmacy software systems
- Answered incoming phone calls and addressed questions from customers and healthcare providers
- Stocked, labeled, and inventoried medication to keep accurate records
- Completed paperwork, entering prescription and insurance or billing information into patient profiles
- Consulted with insurance company representatives to complete claims processing, resolve concerns, and reconcile payments
- Enhanced patient care by accurately filling and dispensing prescriptions in a timely manner
- Increased customer satisfaction by delivering friendly, personalized service during transactions
- Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems, and locating items
- Helped pharmacist clear problematic prescriptions and address customer questions to keep pharmacy efficient
- Maintained accurate inventory levels for efficient pharmacy operations and cost control
- Worked with computerized and automated systems for dispensing medications and editing new patient profiles
Customer Service Representative
Sedgwick
Remote
10.2022 - 12.2023
- Conducted regular follow-up calls with customers after resolving their issues.
- Supported sales team members to drive growth and development.
- Strengthened customer retention by offering discount options.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Determined accurate prices for customer services, consistently searching for deals and best prices.
Online Digital Shopper
Walmart
04.2021 - 11.2021
- Enhanced customer satisfaction by efficiently addressing and resolving digital shopping inquiries
- Managed inventory and order fulfillment, ensuring accurate shipment of products in a timely manner
- Tracked substitutions and informed customers of changes
- Analyzed customer behavior data to create personalized recommendations, leading to more effective upselling and cross-selling opportunities
- Coached and mentored junior team members in best practices for e-commerce operations, fostering a collaborative work environment conducive to growth and development
- Increased conversion rates with targeted marketing campaigns, utilizing data-driven insights to identify customer preferences
- Collaborated with cross-functional teams to develop innovative strategies for driving traffic to the digital store, resulting in increased revenue generation
Correctional Officer
Corecivic
07.2018 - 04.2021
- A Correctional Officer is responsible for maintaining order and security of inmates in a correctional facility
- Follow policies, procedures, regulations, maintain order and provide for the safety, security, care, and direct supervision of those in your care during all phases of activity in the facility
- Searched cells of inmates to identify and confiscate contraband and other prohibited items
- Managed high-risk situations with professionalism and composure, ensuring the safety of all involved parties
- Maintained inmate safety through vigilant monitoring of behavior and swift intervention during conflicts
- Reduced instances of contraband by thoroughly searching inmates, cells, and common areas
- Observed and supervised inmates throughout visits, meal time, recreation, phone calls, and showers
- Escorted inmates to and from cells, court, hospitals, and medical appointments
- Conducted routine and emergency head counts
- Assisted in the training of new correctional officers, providing guidance on best practices and procedures
Customer Service Representative
Alorica
Remote
01.2020 - 03.2021
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Answered customer inquiries via phone, email, and chat.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
Substitute teacher
ICS Head start
11.2014 - 09.2015
- Followed classroom plans left by class teacher to continue student education and reinforce core concepts
- Uphold classroom routines to support student environments and maintain consistent schedules
- Assisted in creating a safe and nurturing classroom environment that promoted emotional well-being and academic growth for all students
- Developed strong rapport with students through consistent encouragement and support, fostering a positive learning atmosphere conducive to academic growth
- Repeatedly requested as substitute teacher by teachers
Cashier
McDonald's
05.2011 - 09.2011
- Operated cash register and accurately processed payments, returns, and exchanges
- Maintained cleanliness of the checkout area by cleaning counters, shelves and windows
- Performed opening and closing procedures, such as counting cash register, restocking, and cleaning
- Built and maintained positive working relationships with co-workers
Education
Associate - Early Childhood Education
Northwest Community College
Senatobia, MS01.2014
High School Diploma -
Madison Shannon Palmer High School
Marks, MS01.2011
Skills
- Problem-solving skills
- I Insurance Billing
- HIPAA Regulations
- Medication Dispensing
- Team Collaboration
- Filling Prescriptions
- Manual and automated medication dispensing
- Pharmaceutical Calculations
- Workflow Optimization
- Pharmacist support
- Prescription Interpretation
- Drug storage procedures
- Pharmacy and customer records management
- Patient confidentiality
- Insurance Verification
- Pharmacy Law Compliance
- Advanced math skills
- Aseptic Techniques
- Drug Classification Knowledge
- HIPAA
- Regulatory Compliance
- Updating medication histories
- Staff Development
- Drug Inventory Control
- CPhT - Certified Pharmacy Technician
- Mississippi State Board of
Certification
CPhT - Certified Pharmacy Technician, Mississippi State Board of Pharmacy
Accomplishments
- Increased customer retention 95% by delivering top-notch customer service from prescription drop-off to pick-up.
- Processed and filled over 400 prescriptions per day.
- Facilitated the implementation of a new drug inventory system.
References
References available upon request.
Timeline
Prior Authorization Pharmacy Technician
CVS Health
07.2024 - Current
Customer Service Representative
Sedgwick
10.2022 - 12.2023
Certified Pharmacy Technician
Walmart
11.2021 - 07.2024
Online Digital Shopper
Walmart
04.2021 - 11.2021
Customer Service Representative
Alorica
01.2020 - 03.2021
Correctional Officer
Corecivic
07.2018 - 04.2021
Substitute teacher
ICS Head start
11.2014 - 09.2015
Cashier
McDonald's
05.2011 - 09.2011
Associate - Early Childhood Education
Northwest Community College
High School Diploma -
Madison Shannon Palmer High School
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