Shannon Freeman

• Developed and maintained relationships with the client to enhance collaboration and communication.
• Coordinated training sessions for team members on new systems, fostering knowledge transfer and skill enhancement.
• Managed project timelines and deliverables, ensuring alignment with organizational objectives and client needs.
• Mentored junior staff, providing guidance on how to manage their time efficiently.
• Directed and coordinated between the frontline customer-facing team members and the back-end pharmacists. Managed quality issues, clarifications, and expedited orders.

Perform assigned quality reviews of program and/or patient files through call monitoring, case file reviews, etc. to determine if case was processed according to a program’s Standard Operating Procedures (SOPs).

Analyze quality review results to identify trends and areas for improvement.

Provide feedback to quality management team on results of reviews and monitoring, including trends and opportunities for improvement.

Support assigned programs in addressing areas for improvement (e.g., corrective and preventive actions and measures).

Lead call monitoring calibration sessions with peers, management, clients, etc. to ensure consistency of scoring.

Participate in best practice sharing and learning sessions with other Quality Analysts and Quality Subject Matter Experts.

Advocate for quality improvement activities across assigned programs.

Support quality training and coaching sessions, including developing training material, to improve quality.

Provide quality support to assigned programs.

Perform other related duties, as assigned.

• Facilitated patient access to financial assistance programs, enhancing reimbursement processes.
• Collaborated with healthcare providers to resolve reimbursement issues, ensuring timely payments.
• Mentored junior counselors on best practices for navigating complex reimbursement scenarios.
• Led initiatives to streamline workflows, increasing efficiency in reimbursement operations.
• Monitored key performance metrics closely, initiating corrective actions when needed to meet departmental goals.
• Provided exceptional customer service to patients, addressing their concerns promptly and professionally throughout the reimbursement process.
• Effectively negotiated contracts with third-party payers, securing favorable terms for organizational profitability.
• Coordinated with healthcare providers to ensure accurate information is submitted during appeals process for denied claims, leading to successful resolutions.

· Coordinated distribution systems with manufacturers, mail order pharmacies, and other program distribution vendors for indigent programs
· Prioritized daily incoming correspondence and fax transmissions for numerous programs including patient assistance, reimbursement counseling, and support services
· Worked with specific drug programs providing assistance to a support line by fulfilling emergency shipment requests and followed up on distribution related issues