RAQUEL BOMAR
Knightdale,NC
Summary
Proven Supervisor and Quality Control Specialist with over 5 years of quality performance in Client Support Lead Roles. Dedicated Healthcare professional with a history of meeting organization goals utilizing consistent and organized best practices. Adept at managing client relationships and delivering superior service in high pressure, fast paced environments. Experienced in collaborating with cross-functional teams to ensure accurate process and improvement overall patient and client satisfaction. Skills in adapting to evolving practices and new challenges to enhance organizational effectiveness and branding.
Proficient in Microsoft Office Suite (Excel, Word, PowerPoint), Salesforce, Trackwise, AG Dispatch, QuickPath, and Tableau.
Overview
7
7
years of professional experience
Work History
Program Escalations Supervisor
Mercalis
07.2022 - Current
- Lead team to see a 39% reduction in revolving client escalations in first 3 months as Supervisor.
- Provide leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs
- Lead monthly reviews with the management team to discuss SLA progress.
- Train employees on best practices and protocols while managing teams to maintain optimal productivity.
- Handpicked by client out of a pool of105 candidates to represent the program in round table discussions to help further program initiatives.
Interim Specialty Pharmacy Bridge Manager
Mercalis
10.2024 - 01.2025
- Managed patient journeys to ensure seamless access to free medications, mitigating potential gaps in medication distribution and improving patient outcomes.
- Collaborated with a small team of 3 professionals to provide comprehensive support for patients utilizing specialty pharmacy services.
- Lead Monthly Business Reviews with clients, compiling and analyzing key data trends, operational performance, and any action items to the client.
- Developed process improvements to streamline operations, optimize patient outcomes, and enhance service delivery in a fast paced client facing environment.
Recruiting Coordinator
LevelUp HCS
02.2022 - 07.2022
- Served as primary liaison between new candidates and hiring managers
- Managed a real-time candidate pool of200+ candidates
- Owned, organized and lead post-interview debrief and feedback across3 in office recruiters
Program Specialist
LabCorp
06.2019 - 02.2022
- Crossed trained in Financial Assistance and Patient Support Services to respond to patient's financial, medication, and insurance inquiries
- Reported Adverse Events using AG Dispatch and Product Complaints using Trackwise according to SOPs and Guidelines
Financial Services Advisor
Fidelity Investments
10.2018 - 06.2019
- Abide by IRS regulations when processing Loans, Withdrawals, and Rollovers on customers retirement savings plan
- Administered all account transactions and responded to customer inquiries to ensure excellent customer service
- Opened new accounts for new and existing customers and assisted customers in completing all application forms
Data Collection Specialist
RTI International
01.2018 - 10.2018
- Documented completed work in appropriate logbooks
- Identified specific codes such as diagnosis codes (ICD10) and procedure codes (CPT)
- Reviewed completed work for compliance with regulations
Education
Certification of Global Clinical Research - Clinical Research
University of Chicago
Chicago, IL02.2023
Associate of Science - Business Course
Wake Technical Community College
Raleigh, NC01.2015
Skills
- Time management
- Teamwork
- Communication
- Research
- Organizational skills
- Talent Acquisition
- Attention to Detail
- Team Management and Supervision
- Quality Control
- Coaching and Mentoring
- Complex Problem Solving
Timeline
Interim Specialty Pharmacy Bridge Manager
Mercalis
10.2024 - 01.2025
Program Escalations Supervisor
Mercalis
07.2022 - Current
Recruiting Coordinator
LevelUp HCS
02.2022 - 07.2022
Program Specialist
LabCorp
06.2019 - 02.2022
Financial Services Advisor
Fidelity Investments
10.2018 - 06.2019
Data Collection Specialist
RTI International
01.2018 - 10.2018
Certification of Global Clinical Research - Clinical Research
University of Chicago
Associate of Science - Business Course
Wake Technical Community College