Patricia Ladd
Merrimac,MA
Summary
Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.
Knowledgeable and dedicated customer service professional with extensive experience in Medical and Pharmacy industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
41
41
years of professional experience
Work History
Customer Care Representative
Mass Pack Pharmacy
North Billerica, Massachusetts
12.2016 - 02.2026
- Greeted new customers warmly, enhancing their initial experience and satisfaction.
- Provided accurate, valid, and complete information to customers.
- Managed prescription processing using pharmacy management software to ensure accuracy and timeliness.
- Collaborated with healthcare professionals to address patient medication concerns effectively.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Built sustainable relationships and trust with customer accounts through open and interactive communication.
- Assisted customers with medication inquiries and prescription refills. Obtained PA as needed and worked closely with insurance company to solve any payment/coverage issues.
- Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
LPN Floor Nurse
Wingate Nursing Home
Haverhill, Massachusetts
03.2014 - 03.2015
- Communicated effectively with residents, families, staff, and healthcare professionals to enhance care coordination.
- Coordinated scheduling of follow-up appointments with primary care providers.
- Ensured that all clinical documentation is accurate and up-to-date in the electronic medical record system.
LPN Office Nurse
Dr Richard Mcdowell
Stoneham, MA
09.1984 - 12.1994
- Provided comprehensive patient assessments to determine care needs and develop individualized care plans.
- Administered medications and monitored vital signs to ensure optimal patient health outcomes.
- Educated patients and families on treatment plans, medication management, and wellness strategies.
- Developed strong rapport with patients and their families, fostering trust and open communication during sensitive medical situations.
- Provided health education to patients on various topics such as medication management, disease prevention, and self-care strategies.
- Managed various general office duties such as answering multiple telephone lines, completing insurance forms, and mailing monthly invoice statements to patients.
Education
Practical Nursing
Essex Agricultural & Technical Nursing School
Hawthorne, MA05-1982
Skills
- Relationship management
- Dispute resolution
- Call center operations
- Time management
- Appointment scheduling
- Client service excellence
- Professional demeanor
- Incoming call reception
- Punctuality and reliability
- Task prioritization
- Medical terminology
- Clinical judgment
- Healthcare software proficiency
- EMR updating
Timeline
Customer Care Representative
Mass Pack Pharmacy
12.2016 - 02.2026
LPN Floor Nurse
Wingate Nursing Home
03.2014 - 03.2015
LPN Office Nurse
Dr Richard Mcdowell
09.1984 - 12.1994
Practical Nursing
Essex Agricultural & Technical Nursing School
Education and Training
other