Tamika Wilson

As customer service lead, I am responsible for working shifts in the clinic where I greet patients as they come in to the clinic. I input demographic information and insurance. Verify insurance to be sure whether or not patient has a copay, deductible, or co-insurance. Collect payments and apply charges to visit. I also collect on any bad debt that patient may have on their accounts. I am responsible for chart audits and reaching out to the customer service representative to ensure they understood any issues with the findings in the chart audit. I am responsible for:

• Training, overseeing and mentoring new team members to strengthen performance and job expertise.
• Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
• Resolved customer service issues using company processes and policies and provided updates to customers.
• Stepped up to assist customer service manager with complaints and issues during times of department short staffing.

As a clinical care partner I am responsible for coordinating patient care appointments, following established standards and practices of population health management, calls patients for follow-up appointments who were recently admitted to the hospital. Calls patients that are identified by the Quality Department as high risk or need an appointment to address Quality measures. Relies on guidelines to accomplish tasks. Relies on experience to complete job. I work close with the payor ensuring that all required gaps in care is met. I am responsible for auditing charts and making rounds in the clinics. I have experience in telephone messaging, prior authorization request.

• Utilized effective communication and active listening skills when interacting with physicians, nursing staff and patients.
• Taught patients about medications, procedures and care plan instructions.
• Promoted office efficiency, coordinating charts, completing insurance forms and helping patients with diverse needs.
• Enhanced patient outcomes by providing knowledgeable education on procedures, medications and other physician instructions.
• Reviewed physician's calendar and scheduled patient appointments by telephone and in-person.
• Coordinated with appropriate administrative staff to address clinical, operational and financial questions.
• Assisted with routine checks and diagnostic testing by collecting and processing specimens.
• Collected and documented patient medical information such as blood pressure and weight.
• Called and faxed pharmacies to submit prescriptions and refills.
• Documented vital signs and health history for patients in clinic and hospital environments.
• Administered injections and immunizations per protocol.
• Collected specimens for laboratory testing.

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Answered constant flow of customer calls with minimal wait times.
• Responded to customer requests for products, services and company information.
• Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
• Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
• Reconciled cash drawer and resolved discrepancies.
• Counted and packaged currency and coins.
• Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
• Provided customer records, account statements and copies of checks.
• Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
• Logged cashier's checks and other transactions to maintain accurate account records.
• Sold and cross-sold bank products to new and existing customers.
• Placed orders for customer checks and verified starting numbers.
• Assisted customers with compromised debit cards and issued new credentials.
• Audited fellow teller currency to contribute to dual-control procedures.
• Removed mutilated currency from circulation.
• Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.
• Processed customer transactions promptly, minimizing wait times.
• Answered telephone inquiries on checking and savings accounts, loans and lines of credit.
• Trained new Customer Service Representatives on company protocols, products, and services.
• I was also backup bank teller when the other tellers needed to take a lunch break.

• Answered incoming phone calls and addressed questions from customers and healthcare providers.
• Calculated dosage, filled prescriptions and prepared prescription labels with absolute accuracy.
• Counted and labeled prescriptions with correct item and quantity.
• Stocked, labeled and inventoried medication to keep accurate records.
• Communicated with patients to collect information about prescriptions and medical conditions or arrange consultations with pharmacists.
• Performed various pharmacy operational activities with strong commitment to accuracy, efficiency and service quality.
• Assisted pharmacist by filling prescriptions for customers and responding to patient questions regarding prescription and medication-specific issues.
• Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality.
• Entered and processed patients' prescriptions into internal system.
• Maintained proper drug storage procedures, registries, and records for controlled drugs.
• Collected co-payments or full payments from customers.
• Counted, measured, and compounded medications following standard procedures.
• Helped pharmacist clear problematic prescriptions and address customer questions to keep pharmacy efficient.
• Processed incoming drug orders by checking deliveries against paperwork and updating computer system.
• Communicated with prescribers to verify medication dosages, refill authorizations and patient information.

• Counted money in cash drawer at the beginning of shift to ensure that amounts were correct and have sufficient change.
• Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
• Verified that customers were of legal age to purchase alcohol or tobacco products.
• Issued receipts, refunds, credits or change due to customers.
• Stocked shelves with merchandise when needed.
• Processed returns and exchanges of merchandise in accordance with store policies.
• Balanced daily transactions on a computerized point-of-sale system.
• Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.

• Assisted customers with orders and inquiries.
• Maintained cleanliness of store by sweeping, mopping, and dusting surfaces.
• Operated cash register accurately and efficiently.
• Provided excellent customer service at all times.
• Collaborated with other crew members to complete tasks quickly and efficiently.
• Performed store opening and closing procedures as directed by management team.
• Monitored expiration dates of food products.
• Prepared sandwiches and drinks for customers according to their specifications.
• Cleaned work areas regularly throughout shift.