Patrick Ono
San Jose,CA
Summary
Adaptable service manager offering 10 years of customer service and leadership experience, overseeing team members to ensure efficient and improved performance of tasks. Motivational team leader who thrives on developing others to reach their full potential and always hungry to learn from others. Areas of expertise include customer service, team building, and solidifying cross-working relationships.
Overview
6
6
years of professional experience
Work History
Foundation Specialist
Genentech
South San Francisco, CA
03.2022 - 06.2025
- Assists patients and providers in enrollment process for assigned products
- Evaluates patient eligibility across key criteria and communicates determinations
- Coordinates delivery of Genentech product following all shipping policies and procedures
- Embeds a culture of compliance by ensuring self, colleagues, and team members are adhering to laws, regulations, and policies that govern Foundation conduct
- Works collaboratively with peers to move casework forward
- Provides customer focused support to patients and providers
- Assisted as a subject matter expert for onboarding team members using TalkDesk
- Facilitated the Immunology unit's incoming voicemails to ensure prompt review and compliancy
Case Manager
Genentech
South San Francisco, CA
11.2021 - 02.2022
- Provide Reimbursement support to patients, pharmacists, physicians, and internal sales force
- Educate, inform, and assist patients (and their families) and providers to navigate through the reimbursement and appeal process for the assigned product
- Identify barriers to reimbursement and continually identify and recommend program efficiencies to the Supervisor to promote a high quality of work by Access Solutions staff
- Identify and facilitate referrals to alternative coverage options and financial assistance programs for patients who are under insured or require copay assistance
- Establish relationships with appropriate stakeholders including internal & external partners
- May conduct benefits coverage and payer research/investigations to ensure appropriate resources, compliance with payer appeal policies, practices, and timelines
Customer Account Representative
American Honda Finance Corporation
San Ramon, CA
11.2020 - 05.2021
- Proactively assisted the customer service department with administrative tasks, such as answering incoming calls and being the first customer-facing representative
- Troubleshot customer conflicts and concerns to generate effective solutions for AHFC
- Followed up regarding payments, payoffs, and title work in a timely manner
- Ensured operational compliance by following company policies and procedures when assisting the customer service team
- Always maintained an enthusiastic, problem-solving-oriented attitude when interacting with customers and team members
Service Manager
Chipotle
San Jose, CA
05.2020 - 11.2020
- Adhered to customer service standards to build customer satisfaction and retention
- Hired, trained and developed service department staff to drive performance
- Defined department objectives and monitored performance to facilitate operations
- Supported miscellaneous office administration duties such as: banking, cash handling policies, and office paperwork
- Overseen office equipment ensuring inventory is adequate and office supplies are ordered as necessary
- Upheld team productivity and quality objectives by establishing and maintaining clear benchmarks for service
President
Phi Kappa Tau Fraternity
San Jose, California
01.2019 - 12.2019
- Facilitate weekly meetings with 15+ members to ensure that the well-being of the chapter maintains good standing
- Motivate other members extrinsically or intrinsically to increase chair performance and overall morale
- Organized and participated in philanthropy events raising $1500+ towards SeriousFun Children's Network
Education
Bachelor of Science - Business Management
San Jose State University
San Jose, CASkills
- Exceptional interpersonal skills and ability to establish cross-working relationships
- Ability to manage multiple projects simultaneously
- Strong customer service skills
- Competency to understand and resolve internal issues amongst colleagues using communicational skills
Timeline
Foundation Specialist
Genentech
03.2022 - 06.2025
Case Manager
Genentech
11.2021 - 02.2022
Customer Account Representative
American Honda Finance Corporation
11.2020 - 05.2021
Service Manager
Chipotle
05.2020 - 11.2020
President
Phi Kappa Tau Fraternity
01.2019 - 12.2019
Bachelor of Science - Business Management
San Jose State University
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