- Cooking
- Watching Movies and TV Shows
- Exploring famous landmarks, historical sites, and cultural attractions in a new destination
- Avid Reader
- Music
- Baking
- Animal Care
Lora Berry
Danville,WV
Summary
Throughout my 9-year tenure at CareFirst (Casci), I have transformed my career from hands-on customer service into a leadership role as an Inventory Processing Supervisor. This journey has allowed me to sharpen my technical skills and develop a deep understanding of operational efficiency. Dedicated to both professional growth and community engagement, I bring a collaborative spirit and a commitment to excellence, shaped by both my leadership role and extensive voluntary community work.
Overview
19
19
years of professional experience
Work History
OPERATIONS SUPERVISOR – INVENTORY PROCESSING
CareFirst BlueCross BlueShield
Charleston, WV
04.2023 - Current
- I am a strategic leader with 9+ years of experience in high-level conflict resolution, regulatory oversight, and complex dispute resolution to drive client retention. Expert in stakeholder communication and strategic account management, with a strong background in VIP provider relations, appeal audits, and executive-level inquiries. Seeking to leverage expertise in a leadership capacity at CareFirst.
- Resolved large group appeals and executive inquiries, fostering improved stakeholder engagement. Facilitated prompt resolutions of executive inquiries and appeals, enhancing overall organizational effectiveness.
- Supervised daily functions to guarantee alignment with organizational policies and procedural guidelines.
- Developed training materials and conducted workshops on best practices to drive process improvements and increase operational efficiency.
- Investigated workflow inefficiencies, recommending targeted solutions to optimize operations and improve productivity.
- Facilitated cross-departmental initiatives to enhance communication and collaboration efficiency.
- Conducted performance evaluations to provide actionable insights, supporting career advancement.
- Managed initiatives aimed at adhering to healthcare regulations, thereby safeguarding operational integrity..
- Directed daily operations to maintain optimal performance and facilitate timely task completion.
- Coordinated regular briefings with upper management to report on operational status and address challenges faced by the team.
- Performed detailed assessments of direct reports, pinpointing improvement areas and formulating development objectives.
- Facilitated ongoing training and coaching initiatives to enhance staff performance and team productivity.
- Conducted regular audits to ensure alignment with company policies, industry regulations, safety standards, and local laws in daily operational activities.
- Oversaw daily operations to ensure adherence to organizational policies and procedures.
- Mentored team members on best practices and process improvements to enhance efficiency.
- Analyzed existing workflows and executed process improvements to boost efficiency and reduce time wastage.
- Collaborated with cross-functional teams to develop innovative solutions for improving overall business performance.
- Developed and implemented standard operating procedures to ensure consistency in service delivery across all shifts.
- Optimized resource allocation through careful planning and monitoring of inventory levels, staffing needs, and equipment maintenance schedules.
- Coordinated and organized supervisor appointments to enhance scheduling efficiency.
CUSTOMER SERVICE ADVOCATE (I, II, III)
CareFirst BlueCross BlueShield
Charleston, WV
08.2016 - 04.2023
- Diverse Service Expertise: Leveraged 9 years of experience to manage complex inquiries, including BlueCard provider calls, State of Maryland member calls, correspondence, CareFirst Direct Provider inquiries, Plan to Plan, SAU/LGPIT (Provider Relations Inquiries), Specialized Service Unit, Large Group Provider/Member Appeals and Appeals, and Executive Inquiries.
- Process Improvement & Projects: Actively participated in key operational projects, including Large Group Back Office Assist Line, Large Group Risk, BlueCard Facets G6 Adjustments, University of MD Medical project and Zipari escalated projects, Guiding Care Workgroup, and Lockheed Martin Appeals Audit.
- Recognized Performance: Awarded Manager’s Valued Player (MVP) - April 2019 and Excellence in Service - October 2018 for consistent high-quality performance and customer satisfaction.
Substitute Cook
Boone County Schools
Boone County, WV
08.2014 - 11.2016
- Prepared and served nutritious meals following established dietary guidelines.
- Maintained cleanliness and sanitation standards in kitchen areas.
- Assisted in inventory management, ensuring adequate stock levels of supplies.
- Collaborated with kitchen staff to streamline meal preparation processes.
- Monitored food quality to ensure compliance with health regulations and standards.
- Implemented waste reduction strategies, enhancing overall kitchen efficiency.
- Contributed to a positive work environment through open communication and teamwork among staff members.
- Maintained a clean, organized workspace for optimal productivity and safety.
- Collaborated with team members to ensure smooth kitchen operations during busy periods.
- Assisted in inventory management, helping to minimize costs and maintain adequate stock levels.
- Ensured compliance with health codes through regular equipment cleaning and sanitation practices.
- Demonstrated flexibility by stepping in for absent cooks when needed, ensuring minimal disruption to services provided.
Retail Customer Service Associate
Kohls Department Store
Charleston, WV
03.2016 - 09.2016
- Delivered exceptional customer service through effective communication and problem-solving skills.
- Collaborated with team members to maintain a clean and organized store environment.
- Handled cash register operations accurately, minimizing discrepancies while reconciling daily financial reports.
- Educated customers about ongoing promotions and special offers, driving additional revenue for the store.
- Processed returns and exchanges efficiently, ensuring customer satisfaction and trust in the company''s policies.
- Demonstrated adaptability when assigned multiple tasks such as cashiering duties or assisting in other store departments as needed.
- Resolved customer complaints professionally, maintaining a positive brand image and fostering long-term relationships with clients.
- Assisted customers with product selection, increasing sales and promoting brand loyalty.
- Provided personalized recommendations to customers based on their needs, preferences, and budget constraints.
- Conducted regular price checks, ensuring accurate pricing on products and displays throughout the store.
- Contributed to loss prevention efforts by monitoring suspicious activities and reporting incidents as needed.
- Processed transactions efficiently using point-of-sale systems, ensuring accuracy in cash handling.
- Resolved customer inquiries and complaints, enhancing overall shopping experience and satisfaction.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
Pharmacy Technician
Larry's Pharmacy
Madison, WV
04.2008 - 03.2009
- Compounded and dispensed medications accurately, ensuring adherence to safety standards.
- Managed inventory levels, coordinating timely restocking of pharmaceutical supplies.
- Assisted pharmacists in processing prescriptions and verifying medication interactions.
- Provided exceptional customer service by addressing patient inquiries and resolving issues promptly.
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Stocked, labeled, and inventoried medication to keep accurate records.
- Enhanced pharmacy workflow by assisting pharmacists with medication dispensing, labeling, and packaging.
- Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
- Promoted patient confidentiality by adhering to HIPAA regulations when handling personal information during transactions.
- Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems, and locating items.
- Counted and labeled prescriptions with correct item and quantity.
- Assisted in maintaining a clean and organized work environment, ensuring compliance with safety regulations.
- Increased overall pharmacy productivity by restocking supplies, organizing shelves, and maintaining cleanliness according to standards.
- Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality.
- Provided exceptional customer service, fostering positive relationships with both new and returning patients at the pharmacy counter.
- Improved patient satisfaction by efficiently processing prescriptions and managing inventory in a timely manner.
- Entered and processed patients' prescriptions into internal system.
- Performed various pharmacy operational activities with strong commitment to accuracy, efficiency, and service quality.
- Consulted with insurance company representatives to complete claims processing, resolve concerns, and reconcile payments.
- Communicated with patients to collect information about prescriptions and medical conditions or arrange consultations with pharmacists.
- Reduced medication errors by diligently cross-checking medications against patients'' profiles before dispensing.
- Counted, measured, and compounded medications following standard procedures.
- Maintained proper drug storage procedures, registries, and records for controlled drugs.
- Collected co-payments or full payments from customers.
- Contributed to the reduction of prescription wait times by promptly addressing refill requests and insurance authorizations.
- Streamlined prescription processing with accurate data entry and verification of patient information.
- Restocked pharmacy shelves with current merchandise to drive consistent peripheral sales.
Pharmacy Technician
Kroger's Pharmacy
Madison, WV
09.2007 - 03.2008
- Compounded and dispensed medications accurately, ensuring adherence to safety standards.
- Managed inventory levels, coordinating timely restocking of pharmaceutical supplies.
- Assisted pharmacists in processing prescriptions and verifying medication interactions.
- Provided exceptional customer service by addressing patient inquiries and resolving issues promptly.
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Stocked, labeled, and inventoried medication to keep accurate records.
- Enhanced pharmacy workflow by assisting pharmacists with medication dispensing, labeling, and packaging.
- Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
- Promoted patient confidentiality by adhering to HIPAA regulations when handling personal information during transactions.
- Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems, and locating items.
- Counted and labeled prescriptions with correct item and quantity.
- Assisted in maintaining a clean and organized work environment, ensuring compliance with safety regulations.
- Increased overall pharmacy productivity by restocking supplies, organizing shelves, and maintaining cleanliness according to standards.
- Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality.
- Provided exceptional customer service, fostering positive relationships with both new and returning patients at the pharmacy counter.
- Improved patient satisfaction by efficiently processing prescriptions and managing inventory in a timely manner.
- Entered and processed patients' prescriptions into internal system.
- Performed various pharmacy operational activities with strong commitment to accuracy, efficiency, and service quality.
- Consulted with insurance company representatives to complete claims processing, resolve concerns, and reconcile payments.
- Communicated with patients to collect information about prescriptions and medical conditions or arrange consultations with pharmacists.
- Reduced medication errors by diligently cross-checking medications against patients'' profiles before dispensing.
- Counted, measured, and compounded medications following standard procedures.
- Maintained proper drug storage procedures, registries, and records for controlled drugs.
- Collected co-payments or full payments from customers.
- Contributed to the reduction of prescription wait times by promptly addressing refill requests and insurance authorizations.
- Streamlined prescription processing with accurate data entry and verification of patient information.
- Restocked pharmacy shelves with current merchandise to drive consistent peripheral sales.
Education
High School Diploma -
Scott High School
Madison, WV, USA01-1990
Skills
- Customer Service Phones
- Provider
- Member
- BlueCard
- Correspondence/Appeals
- House Accounts
- Plan to plan
- Executive Inquiries
- LGPIT/SAU
- Provider Relations Inquires
- CFD Online Inquiries
- Nasco
- P2P General Inquiries
- SSU Inquiries
- Monitor for Release
- New Hires
- Microsoft Office
- Customer Service Trainings
- Adjusting Claims
Interests
Timeline
OPERATIONS SUPERVISOR – INVENTORY PROCESSING
CareFirst BlueCross BlueShield
04.2023 - Current
CUSTOMER SERVICE ADVOCATE (I, II, III)
CareFirst BlueCross BlueShield
08.2016 - 04.2023
Retail Customer Service Associate
Kohls Department Store
03.2016 - 09.2016
Substitute Cook
Boone County Schools
08.2014 - 11.2016
Pharmacy Technician
Larry's Pharmacy
04.2008 - 03.2009
Pharmacy Technician
Kroger's Pharmacy
09.2007 - 03.2008
High School Diploma -
Scott High School