Shoua Na yang
Swoyersville,PA
Summary
Detail-oriented Administrative Professional with extensive background in communication, time management, and conflict resolution. Delivered high productivity in healthcare settings through effective teamwork and problem-solving, ensuring each patient felt valued and cared for. Contributed to operational efficiency as a Registered Pharmacy Technician, excelling in medication preparation, inventory management, and regulatory compliance.
Overview
1
1
Certification
20
20
years of professional experience
Work History
Certified Registered Pharmacy Technician III
Wilkes Barre
Wilkes Barre, USA
10.2020 - Current
- Processed and completed multiple tasks including retranslation, AT translation, reships, quality checks, DC/RX, and failed fax queue with accuracy and timeliness.
- Use my excellent problem solving skills to review and process emails for Grievances, SRU and Intake tasks that sometimes require in-depth research.
- Respond to member inquiries and escalations, ensuring concerns are addressed promptly.
- Assist Clinical Front line calls with high level of customer service, by addressing the caller’s needs, resolving issues promptly and ensuring customer satisfaction.
- Process, research and complete RCS reship orders from the beginning to the end and identify any potential issues that may delay the delivery of the medications to the member.
Patient service representative
Dermatology Tower Health
Wyomissing, USA
10.2019 - 10.2020
- Verified patient’s complete registration and insurance information.
- Managed patient check-in and check-out process, ensuring accurate data collection and efficient flow.
- Assisted with scheduling patients’ future appointments.
- Delivered exceptional customer service by addressing inquiries and resolving issues promptly.
- Collected copays and account balance payments.
- Sent messages to appropriate providers related to patients’ medical concerns.
Pharmacy Technician 1
Geisinger Refill Call Center
Wilkes Barre, USA
02.2019 - 10.2019
- Assisted callers with prescription refill requests and medication inquiries, ensuring timely access to necessary medications.
- Communicated medication concerns to appropriate providers, facilitating prompt resolutions for patient needs.
- Responsible to maintain and/or exceed individual and group call center metrics.
- Maintained and exceeded individual and group call center metrics, contributing to overall team performance.
- Collaborated on team projects to enhance outcomes.
Patient Access representative
Geisinger Surgical oncology/henry cancer center
Wilkes Barre, USA
03.2017 - 11.2018
- Registered patients in electronic medical record system (EPIC), documented demographic and health insurance information, and processed co-payments to ensure accurate patient data entry.
- Post-visit patient contact: review clinic visit summary (CVS) with patient, schedule future appointments, print patient forms, ensure completion of visit needs.
- Assisted with administrative tasks at the office, including answering phones and managing schedules: medical record requests, prescription orders and refills, health insurance verification.
Contact center representative
Uw medicine call center
Seattle, USA
08.2014 - 10.2016
- Registered and scheduled patients for initial consults and follow-up appointments across 200+ primary care and specialty outpatient clinics in University of Washington Medicine health care system.
- Served as UW Medicine front-line support for patients and provider inbound calls: accurate and complete message documentation, appropriate and timely call transfers to the appropriate department or office, and attention to a high standard of professionalism with telephonic support.
- Provided assistance to callers regarding medical inquiries and appointment scheduling.
- Utilized electronic health record systems to access patient information efficiently.
- Responded to high volumes of calls while maintaining professional communication standards.
Control desk administrator
RCN telecommunications
Wilkes Barre, USA
06.2009 - 06.2014
- Delivered technical support to employees across three campuses, ensuring timely resolution of issues.
- Initiated and disseminated systemwide outage notifications in a prompt and timely manner. Clear communication with management throughout process.
- Compiled and organized daily productivity reports and outage notifications, facilitating management review and decision-making.
- Assisted with inbound commercial customer issues, escalating to higher level technical support.
Bank teller
Wachovia Bank
Pittston, USA
08.2006 - 06.2009
- Managed vault custodial duties, tracked currency flow, ensured adequate inventory levels, and maintained precise records of inventory and totals.
- Communicated daily with customers on a variety of issues: discrepancies with accounts, overdrafts, products.
- Trained new hires and mentored them to enhance their performance and integration into the team.
Skills
- Medication safety
- Prescription processing
- Quality assurance
- Customer relationship management
- Patient data verification
- Attention to detail
- Effective communication
- Time management
- Problem solving
- Conflict resolution
- Resolving customer issues
- Order verification
- Problem-solving skills
Certification
- Pharmacy Technician Certification, 2019
- Basic Life Support Initial Certification, 2017
Training
Microsoft Office, New Horizons Computer Learning Centers, 11/01/03, 04/01/14, Proficiency in using: Word, Power Point, Excel, Outlook.
Hobbies and Interests
- Scrapbooking
- Traveling
- Cooking
Languages
- Hmong, Fluent
- English, Fluent
Timeline
Certified Registered Pharmacy Technician III
Wilkes Barre
10.2020 - Current
Patient service representative
Dermatology Tower Health
10.2019 - 10.2020
Pharmacy Technician 1
Geisinger Refill Call Center
02.2019 - 10.2019
Patient Access representative
Geisinger Surgical oncology/henry cancer center
03.2017 - 11.2018
Contact center representative
Uw medicine call center
08.2014 - 10.2016
Control desk administrator
RCN telecommunications
06.2009 - 06.2014
Bank teller
Wachovia Bank
08.2006 - 06.2009