Naomi Wade
Norfolk,VA
Summary
Motivated team player with 4+ years of combined leadership experience under my belt. Experience with training, supporting, problem solving with and coaching associates. Skilled in all lines of business and multiple offline tasks to assist with business needs.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Operations Expert
Elevance
04.2020 - Current
- Verified compliance with best business practices throughout organization.
- Support manager anywhere needed.
- Assist multiple team to meet goals
- Streamlined operational workflows to enhance efficiency and reduce turnaround times.
- Led training programs for staff on best practices and operational procedures.
- Conducted regular performance evaluations of team members, providing constructive feedback and guidance for professional growth.
- Championed continuous improvement efforts within the organization, instilling a culture that valued adaptability and embraced change.
- Improved customer satisfaction by resolving issues promptly and maintaining high standards of service delivery.
- Led high-performing teams to consistently achieve or surpass established targets, fostering a culture of accountability and excellence.
- Optimized scheduling processes to maximize workforce utilization while maintaining employee satisfaction levels.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Provided excellent customer care to maintain and improve customer relations, strengthen loyalty and increase product and service sales.
- Updated and published standard operating procedures (SOPs) using stakeholder, customer and employee input and feedback resulting in clearer and more useful instruction for users.
- Resolved customer inquiries through multiple communication channels, ensuring satisfaction and loyalty.
- Managed complex issues by collaborating with cross-functional teams to find effective solutions.
- Trained new representatives on product knowledge and customer service protocols, enhancing team performance.
- Mentored junior staff, fostering a culture of continuous learning and development within the team.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Patient Access Specialist, Pfizer
Conduent
06.2018 - 08.2020
- Facilitated patient registration and insurance verification processes to enhance operational efficiency.
- Coordinated appointment scheduling, ensuring optimal utilization of resources and timely patient care delivery.
- Developed workflows for handling complex patient inquiries, improving resolution times and customer satisfaction.
- Trained and mentored new staff on compliance standards and system protocols to ensure consistency in service delivery.
- Led initiatives to improve patient intake procedures, significantly reducing wait times and enhancing service quality.
- Maintained patient confidentiality by adhering to HIPAA guidelines and hospital policies.
- Provided exceptional customer service, addressing patient concerns promptly and professionally.
- Collaborated with clinical staff to ensure seamless coordination of care for patients.
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Participated in ongoing training programs to stay current with industry trends and best practices in patient access services.
- Verified insurance coverage and obtained necessary authorizations to ensure timely billing and reimbursement.
- Contributed to a positive work environment through effective teamwork and communication with colleagues.
- Managed high call volume while maintaining a professional demeanor, ensuring accurate communication of information.
Pharmacy Technician
Walmart
02.2012 - 07.2018
- Receive written prescription or refill requests and verify that information is complete and accurate.
- Establish or maintain patient profiles, including lists of medications taken by individual patients.
- Maintain proper storage and security conditions for drugs.
- Answer telephones, responding to questions or requests.
- Prepare and process medical insurance claim forms and records.
- Price and file prescriptions that have been filled.
- Assist customers by answering simple questions, locating items, or referring them to the pharmacist for medication information.
- Receive and store incoming supplies, verify quantities against invoices, check for outdated medications in current inventory, and inform supervisors of stock needs and shortages.
- Order, label, and count stock of medications, chemicals, or supplies and enter inventory data into computer.
- Operate cash registers to accept payment from customers.
- Manage a team of fellow technicians.
Inbound Sales Representative
QVC
09.2016 - 07.2017
- Create accounts for new customers.
- Assist customers by placing orders, updating account information, and locating items based on description.
- Process payment information for new orders and arrange payment plans.
- Track customer orders upon customer request.
- Ensure every customer has a great experience and finds the products they love.
Education
Graduation Diploma -
Norview High School
Norfolk, VA06.2010
Certified Pharmacy Technician - Pharmacy Technician
Norfolk Technical Center
Norfolk, VA05-2010
Skills
- System Navigation
- System Navigation
- System Navigation
- System Navigation
- System Navigation
- System Navigation
Certification
- CPhT - Certified Pharmacy Technician- Virginia Board of Pharmacy -2010 to current
Timeline
Operations Expert
Elevance
04.2020 - Current
Patient Access Specialist, Pfizer
Conduent
06.2018 - 08.2020
Inbound Sales Representative
QVC
09.2016 - 07.2017
Pharmacy Technician
Walmart
02.2012 - 07.2018
Graduation Diploma -
Norview High School
Certified Pharmacy Technician - Pharmacy Technician
Norfolk Technical Center