Marsha Simpson
Winter Park,FL
Summary
Proven leader with extensive experience in staff management and process improvement, notably at AssistRx. Excelled in training and mentoring teams to enhance productivity and customer satisfaction. Skilled in staff development and process monitoring, achieving significant operational efficiencies. Demonstrated ability to motivate employees, fostering teamwork and collaboration to surpass goals.
Overview
12
12
years of professional experience
Work History
Supervisor Patient Solutions
AssistRx
04.2023 - Current
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Launched a new medication from inception to go live to steady state.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Evaluated staff performance and provided coaching to address inefficiencies.
Supervisor
Verisma Systems, Inc.
06.2022 - 04.2023
- Identified and recommended opportunities to increase productivity
- Assisted in selecting, interviewing, hiring and terminating of employees.
- Participated in counseling sessions of site personnel and makes disciplinary or termination recommendations, when necessary.
- Managed scheduling of onsite staff to include time off requests and payroll approval.
- Took escalated calls from team members that were unable to resolve callers issue.
- Ensured HIPAA guidelines were followed to protect patient privacy.
- Managed 40+ Incoming calls per day.
Supervisor Patient Care Advocate
AllianceRx Walgreens Prime
10.2018 - 03.2022
- Directed team of 20+ Patient Care Advocates to achieve service initiative objective and maximize customer satisfaction; successfully process 1,000+ orders monthly.
- Plan and establish work schedules, assignments, and production sequences to meet production goals.
- Oversaw recruitment, hiring, and training of staff to further company goals and sustain high customer service benchmarks.
- Managed monthly metrics; evaluated error rates, call volumes, and customer complaints; and developed and implemented plans to correct deficiencies in service.
Team Lead Patient Care Advocate
AllianceRx Walgreens Prime
10.2017 - 10.2018
- Worked closely with team Supervisor to provide guidance and motivation to team of Patient Care Specialists.
- Handled customer requests to speak with a supervisor. Escalated these calls as necessary to bring the issue to a positive outcome.
- Assisted with training of new hires and retraining of existing Patient Care Specialists while serving as subject matter expert for the team and other departments.
- Created a weekly department evaluation report for supervisor and management. Reports included any problem areas in the department requiring attention and suggestions on how to resolve these issues.
- Coached team members in techniques necessary to complete job tasks.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
Patient Care Coordinator
Prime Therapeutics LLC
10.2012 - 10.2017
- Managed sensitive patient information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times.
- Streamlined communication between patients and healthcare providers, ensuring timely responses to inquiries and concerns.
- Managed 80+ incoming calls per day to schedule deliveries and respond to caller inquires in a timely manner.
- Order and maintain accurate schedule for patient specific medications.
- Work user holds and submission problems to ensure order are released to go out for delivery on time.
- Work and maintain email box for COE (Center of Excellence) to ensure all members have been called, deliveries scheduled, so the email box can be kept up to date.
- Review each step of patient care and make proactive adjustments to avert issues.
Education
Bachelor of Science - Business Management
University of Phoenix
Fort Lauderdale, FL09.2008
Skills
- Training and mentoring
- Goal-Oriented
- Staff Management
- Employee Motivation
- Staff Development
- Staff Discipline
- Processes and procedures
- Process Monitoring and Improvement
- Policy Enforcement
- Expectation setting
- Teamwork and Collaboration
Timeline
Supervisor Patient Solutions
AssistRx
04.2023 - Current
Supervisor
Verisma Systems, Inc.
06.2022 - 04.2023
Supervisor Patient Care Advocate
AllianceRx Walgreens Prime
10.2018 - 03.2022
Team Lead Patient Care Advocate
AllianceRx Walgreens Prime
10.2017 - 10.2018
Patient Care Coordinator
Prime Therapeutics LLC
10.2012 - 10.2017
Bachelor of Science - Business Management
University of Phoenix
Similar Profiles
Jaylin HallJaylin Hall
Patient Access Specialist at AssistRxPatient Access Specialist at AssistRx
Arianna WhiteArianna White
Data Entry Specialist at AssistRxData Entry Specialist at AssistRx
Aliyah SmithAliyah Smith
Quality Assurance Analyst at AssistRxQuality Assurance Analyst at AssistRx