Pamela Maag

Pharmacy Customer Service Representative

OPTUM RX

12.2024 - Current

Supported team members in achieving company goals by consistently meeting individual performance targets.
Demonstrated adaptability through cross-training in various roles within the virtual pharmacy setting to better serve customers as needed.
Provided proactive solutions for common customer inquiries, leading to increased satisfaction ratings.
Expedited prescription refills with timely coordination between patients, prescribers, and insurance companies.
Verified prescription information prior to entry in pharmacy computer system.
Answered customer questions regarding prescribed medications, over-the-counter products, and insurance coverage.
Established and maintained patient profiles, updating organizational database with current information.
Processed payments, returns and exchanges using pharmacy POS system to accurately manage transactions.
Communicated with patients to collect information about prescriptions and medical conditions or arrange consultations with pharmacists.
Investigated and resolved customer inquiries and complaints quickly.
Investigated and resolved accounting, service and delivery concerns.
Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Met customer call guidelines for service levels, handle time and productivity.
Promptly responded to inquiries and requests from prospective customers.
Exhibited high energy and professionalism when dealing with clients and staff.
Responded proactively and positively to rapid change.
Managed timely and effective replacement of damaged or missing products.
Identified and resolved discrepancies and errors in customer accounts.
Reduced wait times with accurate and efficient prescription processing, ensuring a seamless customer experience.
Educated customers about billing, payment processing and support policies and procedures.
Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Managed confidential patient records with meticulous attention to detail while upholding privacy standards.
Delivered exceptional service during high-volume periods, maintaining composure under pressure while managing multiple tasks simultaneously.