Megan Lewallen
Viper,KY
Summary
Driven professional with extensive experience in customer service and pharmacy operations, notably at Centene. Excelled in problem resolution and process improvement, leveraging skills in data entry. Achieved first call resolution and enhanced service quality, demonstrating a commitment to efficiency, accuracy, and patient care.
Overview
12
12
years of professional experience
Work History
Customer Care Advocate II
Centene
2022.11 - Current
- Leveraged strong listening skills to identify member’s needs and recommend appropriate solutions or alternatives..
- Reference current materials to answer escalated and complex inquiries from members and providers regarding claims, eligibility, covered benefits, and authorization status matters.
- Provide assistance to members and/or providers on health plan initiatives.
- Provide first call resolution working with appropriate internal/external resources and closure of inquiries.
- Document all activities for quality and metrics reporting through the customer relationship management application.
- Process written customer correspondence and provide the appropriate level of follow up in a timely manner
- Research and identify processing inaccuracies in claim payments and route to the appropriate team for claim adjustments.
- Identify trends related to and/or provider inquiries that may lead to police or process improvements that support excellent customer service and impact quality and performance standards
- Work with other departments on cross functional tasks and projects
- Maintain performance and quality standards based on established call center metrics including turn around times
- Assisted in the preventive service outreach campaign and made sure members were competing their health screenings that were due and reach out to providers to help schedule those appointments
- Assisted with inbound campaign and provided clear answers and education of members needs through those calls
- Assisted with ninety day onboarding campaign to ensure members were aware of their benefits and how to make the most of them.
- Assisted in allowing new agents and current agents to shadow calls and accurately provide answers to any questions they may have
- Contributed to process improvements by offering valuable input during team meetings
Customer Service Representative Agent
General Dynamics
2022.08 - 2022.10
- Answered customer telephone calls promptly to avoid on-hold wait times
- Managed high call volume, consistently maintaining a professional demeanor and prioritizing customers' needs.
- Built rapport with customers through active listening, empathy, and understanding of their individual needs.
Pharmacy Technician
Vicco Pharmacy
2021.01 - 2022.07
- Performed a wide range if pharmacy operations with strong commitment to accuracy, efficiency, and service quality.
- Answered incoming phone calls and addressed questions from customers, healthcare providers, and insurance companies.
- 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.
- Attended to patients and answered all their questions accurately and assisted with their pharmacy needs in a timely manner.
- Proper drug storage procedures, registries, and records for controlled drugs.
- Ensured that patients prescriptions were properly entered and processed into the internal system.
Pharmacy Technician
Vicco Prescription Center
2014.05 - 2020.12
- Performed a wide range if pharmacy operations with strong commitment to accuracy, efficiency, and service quality.
- Answered incoming phone calls and addressed questions from customers, healthcare providers, and insurance companies.
- 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.
- Attended to patients and answered all their questions accurately and assisted with their pharmacy needs in a timely manner.
- Proper drug storage procedures, registries, and records for controlled drugs.
- Ensured that patients prescriptions were properly entered and processed into the internal system.
Pharmacy Technician
East Kentucky Pharmacy
2012.01 - 2014.05
- Performed a wide range if pharmacy operations with strong commitment to accuracy, efficiency, and service quality.
- Answered incoming phone calls and addressed questions from customers, healthcare providers, and insurance companies.
- 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.
- Attended to patients and answered all their questions accurately and assisted with their pharmacy needs in a timely manner.
- Proper drug storage procedures, registries, and records for controlled drugs.
- Ensured that patients prescriptions were properly entered and processed into the internal system.
Education
High School Diploma -
Perry County Central High School
Hazard, KYSkills
- Active Learning
- Call center experience
- Data entry proficiency
- Active listener
- Follow-up skills
- Empathy Display
- Assertiveness
- Problem Resolution
- First Call resolution
- Documentation And Reporting
- Teamwork and Collaboration
- Calm and Professional Under Pressure
- Quality Control
- Policies and Procedures Adherence
- Process Improvement
Timeline
Customer Care Advocate II
Centene
2022.11 - Current
Customer Service Representative Agent
General Dynamics
2022.08 - 2022.10
Pharmacy Technician
Vicco Pharmacy
2021.01 - 2022.07
Pharmacy Technician
Vicco Prescription Center
2014.05 - 2020.12
Pharmacy Technician
East Kentucky Pharmacy
2012.01 - 2014.05
High School Diploma -
Perry County Central High School