Sheena Hughley
Tallassee,AL
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
15
15
years of professional experience
Work History
Client Services Team Lead
RxBenefits
09.2023 - Current
- Managed escalations effectively by collaborating with relevant departments for quick resolutions while maintaining open lines of communication with affected clients.
- Achieved timely resolution of client issues through effective collaboration with cross-functional teams.
- Facilitated communication between clients and other service providers.
- Monitored progress towards service plan goals.
- Enhanced client satisfaction by promptly addressing concerns and providing tailored solutions.
- Ensured thorough understanding of clients'' needs through active listening and effective questioning techniques.
- Conducted regular performance reviews for team members, providing constructive feedback for career development.
- Developed and implemented training programs to improve team skillsets and performance levels.
- Evaluated metrics regularly for continuous improvement in both individual performance as well as overall team success.
- Create reports from excel and Qlik for Account Management Team for TPA/MEP
- Work closely with management to create and implement new policies.
- Create PowerPoint to present to new clients and current clients.
- Assisted clients with account management tasks, resulting in increased customer retention.
- Increased client satisfaction by building strong relationships and providing exceptional account management.
Call Center Supervisor
AdaptHealth
06.2019 - 09.2023
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Developed process controls and metrics for daily management of call center.
- Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
- Reduced average handle time through the implementation of effective call handling techniques and scripts.
- Maintained open lines of communication between management and staff, fostering a transparent workplace culture that encouraged collaboration and innovation.
- Promoted employee engagement by recognizing outstanding performance and rewarding top performers accordingly.
- Implemented data-driven decision-making processes, analyzing key performance indicators to identify areas for improvement.
- Designed customized performance evaluations for individual agents to highlight strengths as well as areas for improvement.
- Developed training programs to enhance agent skill sets, leading to improved performance metrics across the board.
Certified Pharmacy Technician
Health Information Designs, Inc
01.2011 - 09.2017
- Managed relationships with key pharmacy accounts to drive sales growth and improve client satisfaction.
- Managed a large portfolio of pharmacy accounts, ensuring accuracy in billing and timely delivery of medications.
- Analyzed data trends in medication usage to predict future account needs, enabling better inventory management practices.
- Liaised between pharmacies, healthcare providers, insurance companies, and patients to ensure seamless coordination of services for all parties involved.
- Processed prior authorization requests accurately to ensure timely medication access for patients.
- Utilized pharmacy management software to track and document prior authorization workflows efficiently.
- Reviewed medical records and documentation to verify eligibility for medication coverage under insurance plans.
Education
Bachelor Of Business Administration And Marketing - Business Administration And Management
Auburn University
Auburn, AL05.2018
Associate Of Science - Science
Southern Union State Community College
Wadley, AL05.2009
Highschool -
Lineville Highschool
Lineville, AL05.2006
Skills
- Business analysis
- Data migration
- Project leadership
- Project coordination
- Task prioritization
- Staff hiring
- Operational reporting
- Teamwork
- Teamwork and collaboration
- Problem-solving
- Time management
- Attention to detail
- Multitasking
- Reliability
- Excellent communication
- Organizational skills
- Active listening
- Effective communication
- Adaptability and flexibility
- Decision-making
- Team building
- Self motivation
- Analytical thinking
- Business process improvement
- Professionalism
- Strategic planning
- Data analysis
- Performance metrics
- Analytical skills
- Data integration
- Account management
- Account management oversight
Timeline
Client Services Team Lead
RxBenefits
09.2023 - Current
Call Center Supervisor
AdaptHealth
06.2019 - 09.2023
Certified Pharmacy Technician
Health Information Designs, Inc
01.2011 - 09.2017
Bachelor Of Business Administration And Marketing - Business Administration And Management
Auburn University
Associate Of Science - Science
Southern Union State Community College
Highschool -
Lineville Highschool
Similar Profiles
Indya McKinleyIndya McKinley
Member Service Representative at RxBenefitsMember Service Representative at RxBenefits
SASHA PHILLIPSSASHA PHILLIPS
Member Service Representative at RxBenefitsMember Service Representative at RxBenefits
Srishti KhannaSrishti Khanna
Implementation Project Manager at RxBenefitsImplementation Project Manager at RxBenefits
Rebecca HohenseeRebecca Hohensee
Sr Director, Account Management at RxBenefitsSr Director, Account Management at RxBenefits
Bryan MeadowsBryan Meadows
Heavy Equipment Operator at Self EmployedHeavy Equipment Operator at Self Employed