Precious Collins

Project: Express Scripts for the Department of Defense (DoD)

• BroadPath Healthcare Solutions lost the Express Scripts contract. BroadPath selected their top performers, and I was transitioned with the help of BroadPath over to VXI to work on the same project through different company.

• Manage high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolve customer inquiries with empathy, resulting in increased loyalty and repeat business.
• Enhance customer satisfaction by promptly addressing concerns and providing accurate information.
• Develop strong product knowledge to provide informed recommendations based on individual customer needs.
• Develop rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Handle high volume inbound calls from both providers and members assisting with all of their pharmacy benefit manager needs, such as claims for retail, home delivery and direct, refills, renewals, order status, prior authorizations, converting retail fills to mail order, web assistance, getting the proper department on the line such as PCT's or RPH to properly answer and resolve clinical questions or needs, and much more.
• Maintaindetailed records and documentation of caller interactions, ensuring proper follow-up and resolution of issues.
• Collaborate with team members to develop best practices for consistent customer service delivery.
• Exceed performance metrics consistently, earning recognition as a top performer within the team. Consistently meeting expectations for set goals such as CSAT, First Call Resolution, Quality, Productivity, RTM (retail to mail conversions), Schedule Adherence, Attendance, and more.
• Utilize required resources on every call, to ensure I follow proper standard operation procedures, correct process, scripting, complete required call documentation, and provide up to date and accurate information.

Project: Express Scripts for the Department of Defense (DoD)

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer inquiries with empathy, resulting in increased loyalty and repeat business.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Handled high volume inbound calls from both providers and members assisting with all of their pharmacy benefit manager needs, such as claims for retail, home delivery and direct, refills, renewals, order status, prior authorizations, converting retail fills to mail order, web assistance, getting the proper department on the line such as PCT's or RPH to properly answer and resolve clinical questions or needs, and much more.
• Maintained detailed records and documentation of caller interactions, ensuring proper follow-up and resolution of issues.
• Collaborated with team members to develop best practices for consistent customer service delivery.
• Exceeded performance metrics consistently, earning recognition as a top performer within the team. Consistently meeting expectations for set goals such as CSAT, First Call Resolution, Quality, Productivity, RTM (retail to mail conversions), Schedule Adherence, Attendance, and more.
• Utilized required resources on every call, to ensure I followed proper standard operation procedures, correct process, scripting, completed required call documentation, and provided up to date and accurate information.

• Responded to customer requests for products, services, and company information.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Assisted and resolved all billing inquiries.
• Resolved technical support and troubleshooting.
• Contributed to sales growth by upselling products and services based on individual customer requirements.

• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Handled all billing and balance inquiries, issues, concerns.

• Helped patients maintain personal hygiene through bathing, grooming, and toileting assistance when necessary for dignity preservation.
• Maintained a clean and safe home environment for patients, reducing falls and accidents.
• Assisted clients with daily living activities, enhancing their independence and quality of life.
• Performed light housekeeping duties including laundry linen changes sweeping vacuuming and mopping ensuring a clean and organized living space for patients.
• Improved patient well-being by providing compassionate and attentive personal care.
• Performed laundry, grocery shopping and other light housekeeping duties as instructed by client.
• Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
• Assisted with meal planning and preparation according to dietary restrictions, meeting nutritional needs while adhering to personal preferences.
• Completed entries in log books, journals, and care plans to accurately document and report patient progress.
• Adapted to ever-changing patient needs, consistently adjusting care plans and strategies in order to provide the highest quality of personalized assistance.