Sandy Wright-Jackson

• Evaluated program success using data-driven metrics to ensure continuous quality improvement initiatives were met effectively.
• Managed sensitive patient information with utmost confidentiality according to HIPAA regulations and organizational guidelines.
• Managed complex caseloads, prioritizing time-sensitive tasks and maintaining a high standard of care for all patients.
• Communicated with patients, ensuring that medical information was kept private.
• Assisted patient with Enrollment into Financial Assistance Programs for specific specialty medication programs. Such as CIBINQO, LITFULO, EUCRISA. We will provide patients with access to specialty medications enrollment forms and introduce patients to the Pfizer Dermatology Patient Access Program – which provides a variety of HCP and patient resources to streamline the process of prescribing Cibinqo, Litfulo and Eucrisa to treat patients.

XELSOURCE is a program that provides support and financial assistance to patients prescribed XELJANZ to help them access and afford their medication, including assistance with insurance coverage, prior authorization, and appeals.

• Patients who may need help understanding their insurance coverage or obtaining prior authorization.
• Patients who may be eligible for financial assistance through the Pfizer Patient Assistance Program.

Helps patients understand their insurance coverage and benefits.

IQVIA offers financial assistance programs to help patients access and afford medications, including copay assistance, voucher programs, and patient assistance programs, all aimed at improving patient access and adherence.

IQVIA offers financial assistance services to reduce the cost of medications for patients, such as copay programs, voucher programs, and debit card programs.

These programs provide medications at no cost to patients based on financial need, ensuring access to necessary treatments.

• Guided team in daily customer interactions, improving response times and satisfaction.
• Resolved escalated customer issues, enhancing overall service quality.
• Coordinated with team members to deliver consistent and reliable customer support.
• Improved team efficiency by implementing streamlined communication protocols.
• Assisted call-in customers with questions and orders.
• Navigated multiple computer systems and applications to find information.
• Logged call information and solutions provided into internal database.

• Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
• Managed high call volume while maintaining a courteous and professional demeanor.
• Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
• Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
• Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
• Tracked customer interactions using CRM software, helping the team identify trends and areas of improvement in service delivery.
• Met customer call guidelines for service levels, handle time and productivity.
• Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.

• Developed individualized rehabilitation plans for improving patient outcomes.
• Coordinated with multidisciplinary teams to deliver comprehensive care.
• Improved client mobility by implementing tailored physical therapy exercises.
• Facilitated patient recovery through personalized treatment strategies.
• Conducted assessments to identify specific rehabilitation needs.
• Enhanced patient progress with consistent monitoring and adjustments to plans.
• Assisted with adaptive equipment training to boost independence.
• Empowered patients by teaching self-management techniques, promoting independence in daily activities.
• Conducted thorough assessments to determine appropriate treatment goals and interventions for each patient.
• Evaluated medical equipment options, recommending appropriate assistive devices based on individual needs and functional abilities.