Petra Ervin
Vance,South Carolina
Summary
Resourceful Supervisor trained in resolution of critical issues within time-sensitive environment with successful track record of building and maintaining talented teams. Highly organized, energetic and versatile leader committed to continuous improvements. Proven history of motivating staff to work together to achieve targets.
A committed and effective leader with 10+ years of professional experience in healthcare, specializing in patient success, continuous improvement, and operations management.
A proven track record of communicating effectively with patients, clients, and customer service teams.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Specialty Pharmacy Technician
Specialty by Birdi
Tempe, AZ
09.2022 - 08.2023
- Processed prescriptions into Pharmacy system
• Provided an exceptional customer service experience each day in a phone-based environment.
• Submitted and processed Prior Authorization requests
• Utilized sound drug knowledge to effectively receive prescription authorizations, clarifications or
transfers.
• Answered inbound calls from Patients and Providers
• Handled coupon processing and patient co-pays based on insurance benefits structure
• Analyzed and researched non clinical member assistance requests issues
• Serving as a liaison between the clinical pharmacists and other medical professionals on patient’s
behalf.
• Working through current case queues to problem solve for patient care issues.
• Perform claim adjudication and auditing duties such as prior authorizations, billing and eligibility
checks. Conducted necessary outbound calls to patients.
• Assisted with shipping, receiving, packaging and mailing patient prescription packages.
Supervisor of Pharmacy Operations CPHT
Birdi
Tempe, AZ
08.2015 - 09.2022
- Provided guidance and direction to subordinates regarding job duties and responsibilities.
- Answered policy and procedure-related questions Assisted team members in resolving complex issues
- Boosted team performance with motivational support, mentoring and job skill coaching.
- Monitored employee productivity to provide constructive feedback and coaching.
- Complied with company policies, objectives and communication goals.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Coordinated employee schedules according to shift changes and availability.
- Reviewed completed work to verify consistency, quality and conformance.
- Provided ongoing training to address staff needs.
- Established and enforced clear goals to keep employees working collaboratively.
- Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
- Collaborated with other departments to coordinate workflow processes between teams.
- Ensured compliance with workplace safety regulations by providing training sessions for all staff members.
- Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
- Responded to employee concerns or complaints by coordinating with human resources team to solve issues.
- Identified and corrected performance and personnel issues to reduce impact to business operations.
- Coached staff members to develop long-term career goals.
- Interviewed applicants, recommended individuals for hiring and evaluated staff performance.
- Answered policy and procedure-related questions Assisted team members in resolving complex issues • Boosted team performance with motivational support, mentoring and job skill coaching. • Worked with multiple Pharmacy software systems • Thorough drug knowledge • Worked through current case queues to problem solve for patient care issues.
- Directed and supervised team of 10+ mployees in daily operations.
Customer Service Representative
Blue Cross of Norheeaster PA
Wilkes Barre, PA
04.2014 - 04.2015
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Verified Benefits and Eligibility Located participating Providers and Facilities • Checked Claim status • Researched and confirmed Prior Authorization status • Handled Appeals requests • Submitted policy payments, changes, and cancellations.
Certified Pharmacy Technician
CVScaremark
Wilkes Barre , PA
04.2013 - 04.2014
- Maintained strict patient confidentiality to adhere to HIPAA regulations and avoid data compromises.
- Adhered to all federal, state and local laws governing the practice of pharmacy technicians.
- Assisted pharmacists in preparing prescriptions for filling, including counting tablets and labeling bottles.
- Entered patient profile information into computer systems accurately and completely.
- Created new customer profiles and updated demographics, allergies and new medications in pharmacy computer systems.
- Verified accuracy of patient information on prescription orders.
- Prescription Intake and Entering into Pharmacy system
- Reported prescription errors to pharmacists assuring accuracy and quality standards are met with company policies and procedures
- Utilized pharmacy systems to enter patient and Provider Information
- Participated in ongoing training to maintain high standard of clinical knowledge
- Used electronic system to access prescription
Client Service Representative
Partners Rx
Scottsdale, AZ
06.2012 - 08.2013
- Reviewed and resolved client concerns and issues, researching relevant details and clearly communicating solutions.
- Provided customer service support to clients in a timely and efficient manner.
- Built sustainable client relationships built on trust by applying excellent communication and interpersonal skills.
- Maintained customer records in the database system.
- Personalized client experience, identifying unique needs and providing information and services to match.
- Demonstrated excellent listening skills and empathy towards customers' needs and concerns.
- Acting as point of contact for members and clients
- Educated members how to best utilize their pharmacy benefit program
- Collaborated with Account Managers and/or Helped pharmacies in reprocessing claims for all clients on various customer service support lines of business including coupon functions
- Navigated multiple computer programs
- Used strong call management skills to control each call
- Located information and document all communications into Pharmacy system
- Consistently met or exceeded performance requirements
Skills
- Process Improvement
- Data Analytics
- Schedule Development
- Operations Management
- Staff Management
- Staff Discipline
- Process Monitoring and Improvement
- Training and Mentoring
- Complex Problem-Solving
- Staff Development
- Goal-Oriented
- Processes and Procedures
- Employee Motivation
- Policy Enforcement
Certification
- PCTB - 330101051162377
- AZ State board of Pharmacy T004366
- SC State board of Pharmacy 66346
Languages
German
Native/ Bilingual
Timeline
Specialty Pharmacy Technician
Specialty by Birdi
09.2022 - 08.2023
Supervisor of Pharmacy Operations CPHT
Birdi
08.2015 - 09.2022
Customer Service Representative
Blue Cross of Norheeaster PA
04.2014 - 04.2015
Certified Pharmacy Technician
CVScaremark
04.2013 - 04.2014
Client Service Representative
Partners Rx
06.2012 - 08.2013
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