Shanee Ross
Summary
Organized and efficient individual highly skilled in customer support services, office administration, data organization, proofreading, database management and word processing.
Overview
13
13
years of professional experience
Work History
Pharmacy Service Representative
CVS Healthcare
Nashville, TN
07.2021 - Current
- Verified patient eligibility, completed insurance changes, and communicated patient coverage information.
- Cleared all rejected claims to ensure shipment on patient's medication in a timely manner.
- Requested prior authorizations pro-actively.
- Determined appropriate delivery method, scheduled deliveries with patients and medical offices.
- Assisted patients in minimizing medical expenses by recommending copay assistance programs.
- Performed various pharmacy operational activities with strong commitment to accuracy, efficiency, and service quality.
- Effectively investigated claims data to identify and target inappropriate claiming patterns.
- Responded to all customer calls in a professional manner.
Vaccination Representative Covid-19 - WFH
Xtend Healthcare
Hendersonville, TN
01.2021 - 05.2021
- Assisted with consumer registration in the state provided online vaccination registration system.
- Provide guidance on scheduling wait times, schedule vaccination appointments in the state provided online vaccination registration system.
- Refer consumers to additional resources and other help-lines both through interactive voice response and, if needed, through a warm handoff.
- Outbound duties are to make reminder calls to potential recipients who have previously registered but not scheduled a vaccine appointment yet.
- Contact targeted populations for vaccination registration and make reminder calls to those who missed or have not scheduled second dose vaccine appointments.
Mail Processing Assistant PSE
USPS
Nashville, TN
12.2020 - 01.2021
- Sortation of outgoing and/or incoming mail using the appropriate sort program and/or manual distribution scheme.
- Load mail onto automated equipment, monitor flow of mail to ensure continuous feed, and remove sorted mail from bins for dispatch based on schedules or at the instruction of supervisors.
- Partnered with cross-functional teams to conduct thorough discovery and due diligence on existing processes.
- Collaborated with team to define business requirements for organizational processes, achieve productivity standards, and adhere to accuracy standards.
Business Operations Specialist
Optum, UnitedHealth Group
Brentwood, TN
05.2019 - 04.2020
- Participated in meetings and associated events to help define and achieve organizational objectives.
- Collected, organized and provided data to maintain program status and customer commitments.
- Facilitated development and reporting of program metrics.
- Monitored and tracked project execution of tasks.
- Assist in the review of medical records to highlight Star opportunities for the medical staff.
- Data collection, data entry, quality monitoring, upload of images, and chart collection activities.
Patient Care Specialist II
RxCrossroads By McKesson
Louisville, KY
11.2017 - 05.2019
- Provided patient and product support for pharmacy programs.
- Provided in-depth customer service for providers and patients.
- Supported needs of patients needing replacement medication.
- Ensured timely closure of all open issues.
- Communicated clearly and effectively in both written and oral formats.
- Maintain confidentiality and adhere to HIPAA requirements.
Customer Representative II
Time Warner Cable / Spectrum
Louisville, KY
10.2014 - 06.2017
- Resolved concerns with products or services to help with retention and drive sales.
- Collected customer information and analyzed customer needs to recommend potential products or services.
- Responded to customer calls and emails to answer questions about products and services.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer requests for products, services, and company information.
Order Control / Dispatcher
UPS
Louisville, KY
06.2010 - 09.2014
- Received new orders, prepared documentation, and assigned personnel.
- Scheduled deliveries and pickups according to customer needs.
- Utilized dispatch software to enter customer orders, deliveries and receipts.
- Monitored vehicle locations to coordinate timely arrivals.
- Preserved accurate records of dispatched orders, deliveries and receipts.
- Coordinated with drivers to facilitate efficient delivery routes and timely deliveries.
Education
High School Diploma -
Susan Miller Dorsey High School
Los Angeles, CA06.2003
Skills
- Exceptional communication skills
- MS Windows proficient
- Organizational skills
- Problem Resolution
- Confidentiality Practices
- Telephone Support
- Customer Experience
- Effective time management
- HIPAA Regulations
- Data Entry
- Microsoft Office
- Customer Retention
Timeline
Pharmacy Service Representative
CVS Healthcare
07.2021 - Current
Vaccination Representative Covid-19 - WFH
Xtend Healthcare
01.2021 - 05.2021
Mail Processing Assistant PSE
USPS
12.2020 - 01.2021
Business Operations Specialist
Optum, UnitedHealth Group
05.2019 - 04.2020
Patient Care Specialist II
RxCrossroads By McKesson
11.2017 - 05.2019
Customer Representative II
Time Warner Cable / Spectrum
10.2014 - 06.2017
Order Control / Dispatcher
UPS
06.2010 - 09.2014
High School Diploma -
Susan Miller Dorsey High School
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