Pamela Gathers
Davenport
Summary
Cultivated exceptional customer service experiences by leveraging 7+ years of expertise in fast-paced healthcare and customer service environments.
Overview
7
7
years of professional experience
Work History
Member engagement specialist
Benelynk United Healthcare
Florida
06.2024 - 02.2025
- Conducted insurance eligibility and benefits verification for Medicare Advantage members to determine coverage and qualification for supplemental benefits.
- Reviewed member profiles and processed inquiries related to coverage, claims status, and benefit utilization.
- Assisted Medicare and Medicaid recipients with monthly eligibility, enrollment questions, and benefit explanations.
- Collaborated with healthcare providers and internal departments to resolve claims discrepancies and authorization issues.
Scheduling coordinator
Restoration Hardware
Tampa, FL
04.2022 - 03.2023
- Coordinated and scheduled an average of 38+ home delivery appointments daily, ensuring accuracy and customer satisfaction.
- Verified and updated system data to maintain order integrity and resolve scheduling discrepancies.
- Communicated with customers, internal teams, and leadership to address delivery issues and improve service outcomes.
Customer service Rep
Princess Polly
Florida
06.2021 - 05.2022
- Managed 50-60 customer interactions daily via phone, email, and live chat.
- Resolved order inquiries, returns, exchanges, and escalated concerns while maintaining high satisfaction scores.
- Provided personalized product guidance aligned with customer preferences and brand standards.
Customer service Rep
Ashley Furniture
Florida
08.2019 - 03.2020
- Assisted 80-100 customers daily across phone, email, and in-store interactions.
- Processed orders, coordinated shipping schedules, and resolved delivery and product issues.
- Delivered product knowledge support related to furniture collections, materials, and assembly instructions.
- Strengthened customer loyalty through efficient issue resolution and attentive service.
Pharmacy Specialty Benefits Rep
CVS Specialty Pharmacy
Florida
09.2025 - Current
- Verified patient insurance coverage, benefits eligibility, and financial responsibility for specialty medications.
- Completed prior authorization processes and coordinated approvals to ensure timely access to specialty therapies.
- Supported claims processing by identifying coverage issues, resolving rejections, and communicating next steps to stakeholders.
- Maintained accurate documentation of patient interactions, prescription status, and insurance determinations in pharmacy systems.
- Collaborated with pharmacy teams, insurers, and healthcare providers to streamline workflows and minimize delays in medication delivery.
- Assisted with quality assurance checks to ensure accuracy, compliance, and safety in specialty medication processing.
- Participated in ongoing training related to specialty medications, treatment guidelines, and healthcare regulations.
Education
High School Diploma -
Armwood High School
Seffner, FL4 2019
Skills
- Benefits Verification & Eligibility Review
- Claims Processing & Issue Resolution
- Prior Authorization Support
- Medicare & Medicaid Knowledge
- Specialty Pharmacy Support
- Customer service representative
- Scheduling
- Patient & Member Engagement
- HIPAA Compliance
- CRM & Healthcare Systems
- Call Center Operations (Inbound/Outbound)
- Documentation & Data Accuracy
- Cross-Functional Collaboration
- Time Management & Multitasking
Languages
English
Experience
01-2025
Timeline
Pharmacy Specialty Benefits Rep
CVS Specialty Pharmacy
09.2025 - Current
Member engagement specialist
Benelynk United Healthcare
06.2024 - 02.2025
Scheduling coordinator
Restoration Hardware
04.2022 - 03.2023
Customer service Rep
Princess Polly
06.2021 - 05.2022
Customer service Rep
Ashley Furniture
08.2019 - 03.2020
High School Diploma -
Armwood High School