Lorraine Bryant
Rochester
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.
Overview
19
19
years of professional experience
Work History
Pharmacy Technician
Wegmans
09.2018 - 06.2025
- 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.
Pharmacy Technician
Wegmans
09.2018 - 07.2024
- Assisting pharmacists in accurately dispensing medication
- Providing excellent customer service to patients and healthcare providers
- Maintaining inventory levels of medications and supplies
- Processing prescription orders and insurance claims
- Offering medication counseling to patients
- Ensuring compliance with state and federal pharmacy laws
- Utilizing pharmacy software to input and track patient information
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 - 06.2025
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
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