Tamara Matthews
Tallahassee,FL
Summary
Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Highly skilled Pharmacy Benefits Manager with a strong background in pharmacy operations, regulations, and cost management. Possess broad knowledge of drug utilization review protocols, formulary management, and provider network relations. Proven ability to strategically manage healthcare costs while maintaining high levels of patient care quality. Previous work has resulted in efficient pharmacy benefits programs that have increased patient satisfaction ratings.
Overview
9
9
years of professional experience
Work History
Pharmacy Benefits Manager
OptumRx
, AZ
03.2021 - 09.2024
- Developed, implemented and monitored pharmacy benefit plans to ensure cost-effectiveness and quality of care.
- Analyzed utilization data to identify trends in drug spending, identifying opportunities for savings and improved quality of care.
- Conducted regular reviews of pharmacy benefits programs to ensure compliance with applicable laws and regulations.
- Evaluated requests for new drugs or changes to existing formularies based on clinical efficacy, safety, cost-effectiveness, and patient access needs.
- Day to day, handled 70+ phone calls
- Reviewed claims data for accuracy prior to submission for payment by third party payers.
Customer Technical Support Analyst
ADT Security
Jacksonville
07.2017 - 02.2021
- Developed strong relationships with clients by consistently exceeding expectations in problem-solving capabilities.
- Maintained detailed records of all customer interactions, ensuring accurate documentation for future reference or escalation needs.
- Contributed to increased product reliability by identifying trends in customer issues and reporting software bugs to development teams.
- Delivered exceptional customer service through clear communication, empathy, and active listening skills.
- Continuously updated personal technical expertise through self-study, webinars, workshops, and industry conferences.
- Managed high-pressure situations with professionalism, maintaining composure during difficult customer interactions.
- Improved customer satisfaction by providing timely and effective technical support to a diverse client base.
- Resolved complex technical issues for customers, resulting in enhanced product usability and functionality.
- Managed approximately 35 incoming calls and faxes per day from customers.
Email and Chat Representative
Coinbase
California City
11.2015 - 05.2017
- Supported sales team by answering product-related inquiries via email and chat, contributing to increased conversion rates for potential customers.
- Assisted 30 contacts while navigating 2 monitors on a daily basis.
- Assisted customers with troubleshooting technical issues via step-by-step guidance through email correspondence or live chat sessions.
- Identified opportunities for upselling products or services during live chats based on expressed customer needs or concerns.
- Utilized CRM software proficiently to maintain organized records of all interactions with clients.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained detailed records of each interaction to ensure accurate reporting and follow-ups when necessary.
Education
Bachelor of Arts - Mass Communications
Mississippi Valley State University
Itta Bena, MS12.2017
Skills
- Claims Processing
- Utilization Management
- HR program development
- Contract Review
- Regulatory Compliance
- Program Leadership
- Employee communication
- Medical insurance understanding
- Benefits Administration
- Document Preparation
Affiliations
- Hit metrics point every QA coaching.
Timeline
Pharmacy Benefits Manager
OptumRx
03.2021 - 09.2024
Customer Technical Support Analyst
ADT Security
07.2017 - 02.2021
Email and Chat Representative
Coinbase
11.2015 - 05.2017
Bachelor of Arts - Mass Communications
Mississippi Valley State University
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