Senior Pharmacy Technician with background in medical prescription assistance and customer service. Experience includes managing medication inventory, providing patient counseling, and assisting pharmacists with prescription fulfillment. Strong communication skills, knowledge of pharmacy law and ethics, ability to manage multiple tasks simultaneously highlight abilities. Previous roles have showcased commitment to patient care, efficiency improvement in workflow management, and fostering relationships with healthcare providers.
Work History
CUSTOMER SERVICE SPEACLIST/REMOTE
OAK PLACE PHARMACY
Gulfport, MS
05.2003 - 05.2016
Maintained up-to-date knowledge of product and service changes.
Maintained a customer resolution rate of 95% over my tenture with the company.
Upheld quality control policies and procedures to increase customer satisfaction.
Participated in ongoing proprietary product trainings and certifications to become more of an asset and advance my knowledge in problem solving, CRM software and customer service.
Lead team engagement to assist cross-functional departments and achieve goals.
Sartin's Discount Drugs And Gifts - Vital Care And Compounding Services
Gulfport, MS
05.2016 - Current
Restocked shelves with new supplies of medications as needed.
Resolved customer complaints in a timely manner while maintaining professionalism at all times.
Reported any discrepancies or errors in medication ordering or filling processes immediately to the pharmacist on duty.
Assisted pharmacists in filling prescriptions accurately and efficiently.
Assisted in training new employees on pharmacy procedures.
Prepared medications for dispensing by counting, pouring, labeling, and verifying doses.
Managed filing of prescriptions, both electronically and manually.
Received payment from customers and processed credit card transactions when necessary.
Performed data entry for patient profiles, billing information and prescription orders into the pharmacy software system.
Ensured compliance with all federal, state, local laws and company policies related to pharmacy operations.
Collaborated with other healthcare professionals to ensure optimal patient care.
Leveraged database to confirm validity of prescriptions, patient data and drug side effects.
Participated in continuing education and training to stay current with pharmacy practices and technology.
Transmitted claims to insurance companies for payment and reconciled EOBs.
Answered telephones to respond to questions or requests.
Verified patient insurance coverage, including eligibility, benefits and authorizations for medical services.
Identified areas where improvements can be made within the department by analyzing trends in denials and approvals.
Created monthly aging reports to identify delinquent accounts for review by management team.
Compiled and processed data for billing purposes utilizing billing software programs.
Performed follow up activities on unpaid claims with insurance companies or other third party payers by phone or written correspondence.
Assisted in auditing process by verifying accuracy of submitted claim forms against documentation provided by physicians' offices.
Ensured compliance with HIPAA guidelines when handling confidential patient information.
Processed refunds requests timely and accurately according to established protocols.
Customer Service Team Lead (Hybrid)
OAK PLACE PHARMACY/SARTINS DISCOUNT DRUGS
Gulfport, MS
05.2003 - Current
Resolved customer service issues using company processes and policies and provided updates to customers.
Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
Prepared [Type] reports by collecting and analyzing customer information.
Set attainable daily, weekly, and monthly goals and game plans for the grievance department.
Cross-trained new team members, resulting in 17% increase in customer satisfaction ratings from the time I was hired.
Engaged with customers through live chat, email, and phone with the goal of establishing a relationship and ensuring they feel satisfied with the service they received before ending the interaction.
