Staci Longenbaugh: 340B ACE
Cleburne,TX
Success is not final; failure is not fatal: It is the courage to continue that counts.
Winston S. Churchill
Summary
Seeking a long-term career with opportunities to advance within the company, meet company and personal goals, and exercise well-developed customer skills and product knowledge related to the health care, the pharmaceutical industry and the 340B Program. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
21
21
years of professional experience
Work History
Senior 340B Specialist, 340B ACE
Apexus
05.2015 - Current
- Accept inbound calls and handle customer requests
- Meet all department goals including schedule adherence, average handle time, attendance, and quality monitoring (Quality Assurance: 2023 YTD 98%)
- Communicate effectively with Internal and External customers
- Troubleshoot customer issues, which may involve research, knowledge of products or services, procedures, or regulations to resolve issues , providing follow-up though email, phone, and web chats (Case Survey: 2023 YTD 97%)
- Attended multiple 340B Live Universities, promoting question for guest speakers and working Apexus Booth during conferences
- Policy team for 8 years; assisting with policy training for new hires and help with Apexus Resident Program.
- Followed up with customers on unresolved issues.
- Performed administrative duties by verifying documentation, researching facts and contacting other parties involved to determine fault percentages and minimize potential losses.
- Monitored compliance with regulations and industry best practices to promote fair and proper treatment for insured customers.
- Responded to inquiries by answering questions, providing information and directing customers to appropriate resources.
- Escalated files with significant indemnity exposure to supervisor for further investigation.
- Supported department leadership in implementing new policies, procedures and controls
Customer Service Representative
AmerisourceBergen
04.2014
- Accept inbound calls and handle customer requests
- Meet all department goals including schedule adherence, average handle time, attendance, and quality monitoring
- Communicate effectively with Internal and External customers
- Troubleshoot customer issues, which may involve research, knowledge of products or services, procedures, or regulations to resolve the problem
- Placed drop ship, emergency, and daily orders
- Able to communicated via email, phone, and fax with major accounts
- Processed returns and credits
- Maintained a good overall understanding of DC workflow and worked with minimal guidance.
Pharmacy Support Representative
McKesson
05.2012 - 03.2014
- Accept inbound calls and handle customer requests
- Meet all department goals including schedule adherence, average handle time, attendance, and quality monitoring
- Communicate effectively with Internal and External customers
- Troubleshoot customer issues, which may involve research, knowledge of products or services, procedures, or regulations in order to resolve all issues
- Document issue in call tracking system such as Salesforce.com
- Assist other team members to resolve and satisfy customer service issues as related to the following products/services: Easy Claim, First Call, Scriptline, Serono, RxSafety Advisor, eClaims, added-value services, AFT, Pre and Post Editing, ePrescribing and any other future service offerings
- Participate in special data entry duties when assigned by a supervisor.
Site Customer Service Representative/ Warehouse Associate
Cardinal Health
03.2003 - 07.2009
- Placed drop ship, emergency, and daily orders
- I communicated via email, phone, and fax with major hospital accounts (Texas Health Resources)
- Processed returns and issued credits
- Maintained a good overall understanding of DC workflow and worked with minimal guidance
- Primary duties included order fulfillment, stocking, replenishment, and outbound shipping of customer orders
- Over 5 years of warehouse and SAP experience
- Able to operate manual/powered pallet jack and lifts
- Worked on Excel spread sheets and ran daily reports for major hospital accounts
- Participated in physical inventory, counting and data entry
- RF Scanner experience
- Trainer for the new Call Center in Arkansas
- Responsible for performing a variety of warehouse-related duties such as receiving and storage of goods, preparing orders for shipment by picking items from shelves and placing them in totes, and ensuring that orders are filled accurately and efficiently, continually striving for improved customer satisfaction.
Education
High School Diploma -
05.1983
Skills
- 10 years working with Windows applications
- 9 years working with MS Word, Outlook, Excel, Access, & Power Point, Salesforce, SAP, Summit and Technical Support for the OPAIS Database
- 10 years Customer Service, Relations, and Consulting
- Strong interpersonal and excellent verbal and written communication skills
- Advanced knowledge of Internet functions, browsers, & search engines
- Self-motivated, self-managed, assertive, and resolution/solution oriented
- Time management/organizational and coordination skills
- Ability to multi-task with Prioritization and Problem-Solving Ability
- Grammar
- Staff Training
- Professional Telephone Demeanor
- Active Listening
- Policy and Procedure Adherence
- Critical Thinking
- Reading Comprehension
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Senior 340B Specialist, 340B ACE - Apexus
05.2015 - Current
Customer Service Representative - AmerisourceBergen
04.2014
Pharmacy Support Representative - McKesson
05.2012 - 03.2014
Site Customer Service Representative/ Warehouse Associate - Cardinal Health
03.2003 - 07.2009
Donna High School - High School Diploma,
340B ACE Since 2017
I was one of the first to enroll in the Apexus Advanced 340B Operations Certificate Program, maintaining my certification.
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