Mimi Lee
Ocala,FL
Summary
Patient/customer relations professional with experience in a call-center environment, data entry and record maintenance. Known for having a strong collaboration with different teams and departments, adapting to new procedures and implementing these changes when training new hires. Reliable and flexible with the main focus on delivering patient/customer satisfaction, resolving discrepancies and contributing to overall team's success.
Overview
17
17
years of professional experience
Work History
Caregiver
Private Resident
10.2022 - 12.2023
- Assisted with personal hygiene including bathing, dressing, and grooming.
- Provided general housekeeping, and laundry services.
- Prepared meals and snacks according to dietary needs.
- Provided transportation and accompanied patient to pharmacy and doctor office visits.
New Hire Mentor
CVS SPECIALTY PHARMACY
10.2020 - 08.2022
- Trained and mentored new hires (individually or in groups) on-site and through WebEX.
- Focused on company’s standardized methods for each role with a structural approach for call-handling each call efficiently while transferring calls to correct queues/therapy lines.
- Educated in detail the different systems utilized to perform our duties.
- Emphasized the importance of HIPAA authentication, complying with the HIPAA Privacy Rule.
Customer Service Rep 1
CVS SPECIALTY PHARMACY
01.2020 - 08.2022
- Assigned to dedicated queues: Enrollment for new/existing patients, Women’s Health dedicated line, Web Support etc.
- Handled high-volume, simple/complex calls while navigating between numerous data systems efficiently to analyze/maintain accurate PHI while complying with the HIPAA Privacy Rule.
- Maintained daily communication with our benefits, pharmacy & prior authorization department to resolve any discrepancies with claim rejections or authorization issues.
- Solution-driven CSR demonstrating the ability to recognize discrepancies and to accurately make the necessary corrections in company's centralized PHI system.
Contractor
Aerotek Employment Agency at CVS Specialty Pharmacy
11.2018 - 12.2019
- Empathetic specialty customer care representative showcasing patience and professionalism in a pharmacy call-center environment.
- Responsible for following through with patient requests, consistently and efficiently, while achieving a positive patient care experience.
- Navigated between numerous data systems efficiently to analyze and maintain PHI while transferring calls to the dedicated therapy team.
- Hired by CVS Health permanently after 13 months.
Medical Records Intake Coordinator
Prime Source Health Care Systems
02.2016 - 05.2016
- Maintained a daily average of 80 patient entries for scheduling purposes.
- Updated and entered patient demographics and insurance information into IMS/Scheduler programs.
- Engaged with nursing home facilities for patient verification via e-mail, fax, or phone.
- Resolved errors and problems pertaining to inaccurate data entry, and patient account discrepancies.
- Filed new/existing patient face sheets into correct bins alphabetically by state for future visits.
Data Entry Operator
Manufacturer's News, Inc.
09.2007 - 02.2016
- Processed invoices daily into company’s database.
- Trained new employees and prepared workload to other employees as requested or in absence of supervisor.
- Resolved errors and problems pertaining to inaccurate data entry, duplicate orders, sales commission, and discrepancies and/or as requested by the editorial department.
- Updated changes to company billing and shipping, or advertising sizes and headers.
- Proofread orders before invoices were scanned, filed, and sent over to our editorial department.
File Clerk
Manufacturer's News, Inc.
04.2007 - 09.2007
- Supported the customer service department by answering inquiries regarding billings and sales.
- Sorted through scanned orders while building files for new and existing advertising companies.
- Provided the editorial department all files needed in validating company information.
- Promoted from file clerk to data entry operator in less than 6 months of service.
Education
Associate of Applied Science - Health Information Technician
Rasmussen College
Romeoville, IL06.2015
Skills
- Data entry accuracy
- Customer communication
- HIPAA compliance
- Call handling
- Customer service
- Training development
- Team leadership
- Training and mentoring
Timeline
Caregiver
Private Resident
10.2022 - 12.2023
New Hire Mentor
CVS SPECIALTY PHARMACY
10.2020 - 08.2022
Customer Service Rep 1
CVS SPECIALTY PHARMACY
01.2020 - 08.2022
Contractor
Aerotek Employment Agency at CVS Specialty Pharmacy
11.2018 - 12.2019
Medical Records Intake Coordinator
Prime Source Health Care Systems
02.2016 - 05.2016
Data Entry Operator
Manufacturer's News, Inc.
09.2007 - 02.2016
File Clerk
Manufacturer's News, Inc.
04.2007 - 09.2007
Associate of Applied Science - Health Information Technician
Rasmussen College