Marsheila Franklin

Accredo Pharmacy, Tennessee Work at Home August 2006 - present
Patient Care Advocate
• Assist leadership with departmental conversion and new patient/last ship reports.
• Support leadership with assisting New Hires through the team chat.
• Demonstrates technical proficiency to access customer account. Also, answer questions related to pharmacy benefits & scheduling orders.
• Effectively collaborate with internal departments to resolve customer issues, including eligibility, billing and distribution center departments.
• Handle over 80 inbound and outbound member, provider, and physician calls per day.
• Answer questions related to pharmacy benefits, while maintaining productivity standards and performance guarantees where applicable.
• Identify and escalate in a prudent manner, concerns received from patients and/or clients so that corrective action can be pursued and expedited to take care of their needs.
• Make outbound calls when needed to the MD office or infusion center to schedule orders as needed.

Responsible for addressing International Paper customers request for questions related to benefits, payroll, and other general info that was needed.

Utilized various applications and systems in proving answers to the customer's questions and concerns. Also, responsible for assisting the retiree customers with their pension and insurance benefit details.

• Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
• Handled 50-100+calls a day/Insurance & benefit concerns.

• Collaborate with team members to provide outstanding customer service to our existing and potential clients.
• Promote bank products through positive proactive sales to over 100 prospects and cross sales to customers, inform and educate both about products, services, and benefits. Services offered were checking/saving accounts, cd’s, home equity loans, debit cards, & IRA’s.
• Perform related duties outbound sales calls as required to achieve branch goals (meet/exceed sales goals/referral goals and provide support to branch management.
• Explain product benefit, changes, restrictions, requirements, and any other relevant product information to clients.

GTE Project

• Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
• Responsible for receiving inbound calls from new GTE customers and adding different types of phone services to their account.
• Cross Trained on billing systems
• Defused customer concerns with exceptional conflict and problem resolution skills.

• Delivered expert clerical support by efficiently handling wide range of routine and special requirements.
• Provided quality clerical support through data entry, document management, email correspondence and overseeing operation of office equipment.
• Interacted with customers professionally by phone, email or in-person to provide information and directed to desired staff members.
• Greeted visitors and answered incoming telephone calls and assisted or directed visitor or caller to appropriate individual or office to foster pleasant service experience. Provided details to patients on how to get to a specific department and giving details regarding any follow up appointments they may have in one of the 42 clinics.
• Cross Trained scheduling patient appointments in one of the 42 clinics in the facility.
• Managed IDX computer systems.
• Registered and discharged patients.

• AOL/Capital One Project
• Responsible for addressing customers concern regarding their billing.
• Making appropriate credits and offering different promotions within the company.
• Assisted inbound callers with payment information and support by skillfully operating multiple administrative systems.
• Helped customers through stressful times by giving expert help and building customized solutions for unique requirements.