Lorraine Bryant
Customer Service/Pharmacy Tech
Rochester,NY
Summary
Experienced professional with a proven track record in customer service, sales, and healthcare. Strong communication, problem-solving, and organizational skills. Adaptable and detail-oriented team player. Pharmacy professional with focus on accuracy and patient care. Adept at medication preparation and inventory management, contributing to efficient pharmacy operations. Strong emphasis on team collaboration and adaptability to changing demands, ensuring reliable and flexible support. Skilled pharmacy professional with proven track record in medication preparation, customer interaction, and inventory management. Known for strong collaboration within healthcare teams and adaptability to meet changing needs. Expertise in pharmaceutical calculations, prescription processing, and maintaining compliance with safety standards. Reliable, results-driven, and focused on delivering high-quality patient care. As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills. Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
18
18
years of professional experience
Work History
Pharmacy Technician
Wegmans
09.2018 - 07.2024
- Provided excellent customer service to patients, physicians, nurses and other healthcare professionals in a professional manner.
- Adhered strictly to HIPAA regulations related to confidentiality of patient information at all times.
- Answered pharmacy telephones to respond to questions or requests.
- Reviewing medical records: Meticulously examining patient records to determine which treatments, procedures, or medications necessitate prior authorization.
- Insurance verification: Confirming a patient's insurance coverage and benefits for the proposed healthcare services.
- Authorization requests: Preparing and submitting detailed authorization requests to insurance companies with the necessary documentation, including clinical notes and forms.
- Collaboration: Working closely with healthcare providers to gather essential clinical information and streamline the authorization approval process.
- Monitoring and follow-ups: Tracking the status of authorization requests, following up with insurance companies, and meticulously documenting all communication.
- Denial management: Investigating insurance denials, resubmitting requests, and appealing decisions when necessary.
- Patient communication: Explaining the prior authorization process to patients, including potential delays and financial implications, while safeguarding patient confidentiality.
- Staying updated: Remaining current on the ever-evolving landscape of insurance policies, coverage rules, documentation requirements, and coding guidelines.
- Navigating complex systems: Efficiently utilizing electronic health record (EHR) systems, billing platforms (like XIFIN), and insurance company portals.
- Managed medication inventory to ensure compliance with pharmacy regulations.
- Assisted pharmacists in preparing and dispensing prescriptions accurately and efficiently.
- Implemented improved workflows that enhanced prescription processing speed and accuracy.
- Provided exceptional customer service, addressing patient inquiries regarding medications and health concerns.
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Promoted patient confidentiality by adhering to HIPAA regulations when handling personal information during transactions.
- Provided exceptional customer service, fostering positive relationships with both new and returning patients at the pharmacy counter.
- Entered and processed patients' prescriptions into internal system.
- Maximized pharmacy efficiency through effective communication with staff members and adherence to procedures.
- Enhanced patient care by accurately filling prescriptions under pharmacist supervision.
- Conducted patient follow-ups to confirm medication effectiveness and address concerns.
- Implemented system for tracking expired medications, ensuring pharmacy compliance with regulations.
Branch Customer Service Representative
Grainger
11.2017 - 02.2018
- Directed daily branch operations, leading the team to exceed monthly sales goals.
- Oversaw daily operations including cash management, opening and closing procedures, account maintenance.
- Maintained high level of employee morale to minimize turnover and maximize customer satisfaction.
LG Customer Support
Concentrix
03.2017 - 10.2017
- Demonstrated excellent interpersonal skills while communicating with customers in a friendly and professional manner.
- Monitored ticketing system queues regularly in order to respond promptly to requests.
- Performed root cause analysis to identify underlying problems and develop solutions accordingly.
- Set up equipment for employee use, performed and ensured proper installation of cables, operating systems, and appropriate software.
Sales/Floor Associate
Marshalls Inc.
05.2016 - 02.2017
- Gained experience in customer service, providing assistance to customers with product inquiries and purchases.
- Maintained cleanliness of store floor, organized displays and assisted with store merchandising initiatives.
- Efficiently handled customer issues by listening attentively, responding promptly and following up as needed.
- Established sales floor work, such as greeting and assisting customers, stocking shelves and taking inventory.
Lead Teacher
Mastery Kids Academy
09.2014 - 02.2015
- Created and maintained clean, safe and organized learning environment.
- Planned lessons with logically sequenced objectives, based on curriculum.
- Communicated with parents and guardians regarding academic, behavioral, or safety concerns.
- Established positive relationships with parents by engaging them in their child's education.
Customer Consultant
FedEx Print Office
08.2010 - 02.2014
- Demonstrated active listening skills to identify customer needs and requirements.
- Developed strong customer service skills to ensure customer satisfaction.
- Ensured all customer inquiries were addressed promptly and accurately.
- Developed and maintained positive relationships with customers by providing timely, accurate information and solutions to their inquiries or problems.
Team Lead/Management
Petco Grooming Supplies, Inc
02.2006 - 06.2010
- Established a positive & profitable business as manager. Supervised over six employees as well as delegated tasks to be completed in timely manner.
- Experienced with handling animal and care.
- Developed strong relationships with employee through compassionate communication techniques
- Used computers to replenish inventory and place special request for customers.
- Educated individuals and families on caring for pets.
- Developed strategies for improving operational efficiency within the department.
Education
Associates - Paralegal Studies
Rochester Business Institute
01.2004
Skills
- Operational Efficiency
- Delegation expertise
- Friendly
- Branch Operations
- Customer service excellence
- Passionate
- Cash Management
- Merchandising
- Assisting Customers
- Monthly Sales
- Learning Environment
- Caring
- Answering Customer Questions
- Develop Solutions
- Customer Needs
STANDOUT TRAITS
- Confident
- Accountable
- Dedicated
- Accurate
- Caring
Timeline
Pharmacy Technician
Wegmans
09.2018 - 07.2024
Branch Customer Service Representative
Grainger
11.2017 - 02.2018
LG Customer Support
Concentrix
03.2017 - 10.2017
Sales/Floor Associate
Marshalls Inc.
05.2016 - 02.2017
Lead Teacher
Mastery Kids Academy
09.2014 - 02.2015
Customer Consultant
FedEx Print Office
08.2010 - 02.2014
Team Lead/Management
Petco Grooming Supplies, Inc
02.2006 - 06.2010
Associates - Paralegal Studies
Rochester Business Institute
Similar Profiles
Jillian CagnoJillian Cagno
Personal Shopper at WegmansPersonal Shopper at Wegmans
JOSEPH MCGRORYJOSEPH MCGRORY
Front End Employee at WegmansFront End Employee at Wegmans
Willow LewisWillow Lewis
Cashier at WegmansCashier at Wegmans
Tihonesty ColvinTihonesty Colvin
Accountant, Customer Service Representative at WegmansAccountant, Customer Service Representative at Wegmans
Linda WilcoxLinda Wilcox
Self Hire Community Support Staff at Heritage Christian ServicesSelf Hire Community Support Staff at Heritage Christian Services