Shaniece Stewart

Analyzed weekly patient communications to identify recurring issues and opportunities for workflow improvements.

Collaborated with product and operations teams to improve communication processes and enhance user experience.

Resolved customer issues related to prescription savings programs, ensuring timely and accurate support.

Maintained accurate documentation and data entry records while monitoring operational metrics.

Recommended process enhancements that improved efficiency and reduced friction in customer interactions.

Managed resolution of pharmacy issues related to patients' prescription orders and prior authorizations.

Delivered asynchronous chat support to patients through company messaging platform, effectively triaging requests.

Supported healthcare teams in athena with verification of insurance and submission of prior authorizations.

Handled pharmacy inquiries via Zendesk, addressing prescription-related concerns promptly.

Partnered with pharmacy team to establish standard operating procedures for prior authorization request management.

Delivered exceptional customer service by addressing member inquiries via chat, email, and phone using CRM tools.

Reviewed member attendance in MAT program to ensure compliance with company policy for weekly prescriptions.

Acted as pharmacy liaison to coordinate between members, providers, insurance companies, and pharmacy staff for accurate prescriptions.

Provided empathetic support and resources to dissatisfied members during incoming calls.

Logged all member interactions and escalated issues to management for thorough documentation and review.

Trained and recruited team of 12 packaging technicians for effective inventory management.

Coordinated daily medication orders and managed packing department inventory.

Monitored technician schedules, providing coverage during absences to maintain productivity.

Supported pharmacy manager in optimizing technician assignments for enhanced efficiency.

Conducted administrative duties such as timesheet reviews, PTO requests, and performance evaluations.