Miranda Scriven

Team Leadership & Performance Management

• Provide real-time leadership and operational support to Patient Support Representatives in a high-volume call and chat environment
• Act as a escalation point for complex patient provider, and pharmacy inquires involving financial assistance, billing, and program eligibility
• Support performance management by guiding team members, answering questions, and reinforcing workflow expectations
• Contribute to maintaining quality standards and ensuring adherence to SOPs and service-level agreements (SLAs)

Workflow Optimization & Operations

• Coordinate daily workflow activities to ensure timely and accurate completion of tasks related to benefits verification, funding, and data entry
• Identify operational gaps and recommend process improvements related to authorization handling, billing discrepancies, and escalation workflows
• Assist in aligning daily activities with key performance indicators (KPI) to support overall program success

Cross-Functional Collaboration

• Partner with leadership, QA, and training teams to support onboarding, continuous improvement, and team development initiatives
• Collaborate with internal departments and external vendors to resolve payment issues, transaction errors, and account discrepancies
• Communicate effectively across all levels to ensure timely resolution of issues and consistent service delivery

Quality Assurance & Compliance

• Support auditing efforts by reviewing case handling and ensuring accuracy of information entered into systems
• Reinforce compliance with HIPAA regulations, SOPs, and program requirements
• Assist in addressing customer complaints and recommending appropriate resolutions

Process Improvement & Reporting

• Developed and maintained tracking tools to monitor escalation, identify trends, and improve reporting visibility
• Contributed to workflow enhancements that improved team communication and operational efficiency
• Supported leadership with insights into recurring issues and potential solutions

• Managed inbound and outbound calls supporting patient access to medications through copay and financial assistant programs
• Verified insurance benefits,, eligibility, and coverage including prior authorizations an reimbursement processes
• Resolved patient and provider inquiries related to billing, claims, and program enrollment
• Maintained compliance with HIPAA and program SOPs while meeting productivity and quality standards

• Provided foundational support for patient assistance programs
• Assisted with onboarding processes and learned program workflow and systems
• Supported team operations in a fast-paced, high-volume environment

• Oversaw medication dispensing processes, ensuring compliance with pharmacy regulations and safety standards.
• Mentored and trained junior pharmacy technicians on best practices in prescription processing and customer service.
• Implemented inventory management systems to optimize stock levels and reduce waste.
• Collaborated with pharmacists to resolve medication-related issues, enhancing patient care outcomes.
• Conducted regular audits of pharmacy operations, identifying areas for process improvement and implementing solutions.
• Communicated with prescribers to verify medication dosages, refill authorizations, and patient information.
• Answered incoming phone calls and addressed questions from customers and healthcare providers.
• Conducted regular inventory audits to identify discrepancies and reduce instances of stockouts or expired medications on pharmacy shelves.
• Maintained a clean, organized work environment to uphold quality standards and minimize risk of contamination or error during medication preparation.
• Optimized workflow processes to maintain accurate prescription records and ensure timely order fulfillment for patients.