Steven Ford
Saint Louis,Missouri
Summary
Detail-oriented and results-driven Process Quality Analyst with excellent communications skills, a strong track record in leading process improvements, and enhancing operational efficiency. Skilled in identifying inefficiencies, analyzing data, and implementing process improvements to optimize performance and compliance. Strong background in process mapping and quality assurance. Adept at collaborating with cross-functional teams and stakeholders to drive process enhancements and maintain high-quality standards.
Overview
23
23
years of professional experience
Work History
Program Specialist III (JJPAF)
Eversana Life Science Services
01.2022 - Current
- Client Liaison: Serve as the main point of contact for Johnson & Johnson Patient Assistance Foundation (JJPAF) clients, addressing inquiries and providing support for program-related issues. Oversee and coordinate daily inquiries to ensure prompt and accurate resolution of all tasks. Supervise exceptions, manage the mailbox, reconcile reports, and handle workforce functions.
- Subject Matter Expert (SME): Offer leadership and support for the program, providing expertise on business rules and best practices.
- Comprehensive Program Knowledge: Master all areas of the business, including data intake, application processing, and phone support, ensuring optimal performance.
- Collaboration with Stakeholders: Work closely with patients and healthcare providers to address and resolve issues related to payments, reimbursements, denials, and appeals. Worked alongside other professionals to outline and implement program plans and objectives.
- Remote Work: The position is fully remote, offering flexibility for work from home.
Reimbursement Specialist & Patient Service Coordinator II
United BioSource (Express Scripts)
01.2010 - 01.2021
- Pharmacy Technician Certification: Knowledge of pharmacy laws and regulations. Ability to accurately process prescriptions and handle medication distribution. Familiarity with pharmacy software systems for tracking and managing prescriptions.
- Insurance Verification & Eligibility Assessment: Verify patient insurance coverage, including eligibility for prescription medications and treatments, and assess potential out-of-pocket costs for patients.
- Claims Processing & Submission: Ensure that claims are accurately processed and submitted to insurance companies for reimbursement.
- Denial Management: Manage rejected claims, working with the insurance company or healthcare provider to appeal or resolve denied claims.
- First Call Resolution: Collaborate with other departments (e.g., customer service, billing) to ensure any issues related to claims or reimbursements are resolved quickly and effectively during the first point of contact.
- Communication with Patients & Providers: Maintain open communication with patients and healthcare providers to ensure smooth reimbursement processes, answer any questions, and provide necessary documentation.
Senior Sales Consultant
AT&T
01.2002 - 01.2008
- Tele-Sales & Communication: Utilize phone, email, or other communication platforms to engage with prospective clients. Build rapport and address client needs to drive sales conversions. Identify client needs and offer tailored solutions, ensuring a high level of service and attention throughout the sales process. Present products or services clearly and persuasively, addressing customer queries and negotiating terms to close deals.
- Managing High Sales Inquiries: Process and respond to a high volume of sales inquiries (e.g., 500+ weekly), prioritizing based on potential and urgency. Collaborate with leadership teams to develop and refine sales strategies that align with the company’s goals and market needs.
- Training & Mentoring Sales Associates: Experience in leading and mentoring sales teams, with a focus on skill development and goal achievement. Ability to foster a positive team environment and motivate others to exceed sales targets.
Education
High School Diploma -
Lafayette Senior High School
Wildwood, MissouriSkills
- Process Improvement & Optimization
- Quality Assurance & Control
- Root Cause Analysis
- Data Analysis & Reporting
- Process Mapping & Documentation
- Training & Development
- Communication
- Issue Resolution
- Risk Management & Compliance
- Continuous Improvement
- Cross-functional Team Collaboration
- Project Management Tools (Jira)
- MS Office Suite (Excel, Word, PowerPoint)
References
Available upon request
Phonenumbers
314-437-5526, 314-605-9795
Timeline
Program Specialist III (JJPAF)
Eversana Life Science Services
01.2022 - Current
Reimbursement Specialist & Patient Service Coordinator II
United BioSource (Express Scripts)
01.2010 - 01.2021
Senior Sales Consultant
AT&T
01.2002 - 01.2008
High School Diploma -
Lafayette Senior High School
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