Tangelia M Broussard
Houston
Summary
Handle incoming/outgoing customer / patient, Doctor’s offices, Insurance calls for prescription filling, billing calls and guarantor information. Verified medical insurance for copay coverage to fill medication requests. 3rd party adjudications. Contact Doctor’s office to initiate/inquire of patients Prior Authorizations for coverage of rejected prescriptions. Conflict resolution.
Overview
28
28
years of professional experience
Work History
R C C Services
Concentrix
Houston, TX
07.2024 - Current
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Customer Care Agent
Providence St. Joseph
02.2024 - 04.2024
- Adhered strictly to data protection guidelines, ensuring that the confidential information of customers was treated with utmost respect and diligence throughout all interactions.
- Improved first-call resolution rates through thorough research of complex cases before escalating them to higher-level support teams.
- Provided empathetic assistance to distressed customers, demonstrating genuine concern for their needs and fostering brand loyalty.
- Built rapport with clients, resulting in increased customer loyalty and positive feedback.
- Handled incoming calls from patients to verify billing, insurance status. Coordinate statements for processing.
Pharmacy Technician
The Reserve Network Temp Agency
02.2023 - 06.2023
- Handle incoming/outgoing prescription filling, billing calls from patients
- Verified medical insurance for copay coverage to fill medication requests
- 3rd party adjudications
- Contact Doctor's office to initiate/inquire of patients Prior Authorizations for coverage of rejected prescriptions.
Pharmacy Technician
Scripts RX Pharmacy
07.2021 - 12.2022
- Handle incoming/outgoing prescription filling, billing calls from patients
- Verified medical insurance for copay coverage to fill medication requests
- 3rd party adjudications
- Contact Doctor's office to initiate/inquire of patients Prior Authorizations for coverage of rejected prescriptions.
Intern Pharmacy Technician
Medic Pharmacy
03.2021 - 06.2021
- Interned to learn the physical operations of a pharmacy
- Assisted in basic compounding of creams and elixirs as well as filing patient's prescription requests
- Setup up deliveries for couriers for medication delivery to patients in Houston, Conroe, Baytown.
Pharmacy Technician
Walgreens
04.2019 - 11.2020
- Responsible for insurance verification for medication prescriptions
- Process insurance claims, cash/credit card payments for prescription medication
- Assisted in initiating prior authorizations for patients for medication denials
- Order pharmacy inventory
- Organize and monitor pharmacy inventory.
Customer Service Representative
A1 Doctors Answering Service
05.2013 - 04.2016
- Answer after hours Doctors office calls from existing patients for on call Physician
- Direct patients to nearest medical facilities for medical care
- Relay messages to offices for direct staff
- Assist patients in scheduling appointments to be seen by doctors.
Owner/Operator
McGowan's Childcare
11.2007 - 04.2013
- Owner & Director of state registered childcare service
- Provide learning activities as well as safe & caring environment for children 0 to 8
- State approved meals were also provided.
Certified Lead Customer Service Specialist
Time Warner Cable
01.1997 - 10.2007
- Handled incoming/outgoing billing, technical, new service requests and issues
- Trained new hires
- Dispatch field technicians for residential/ businesses.
Education
Pharmacy Technician Diploma -
Alterius College
06.2021
Associate Business Management Degree -
Stratford Career College
08.2004
Skills
- Prior Authorization
- 3rd Party Adjudication
- Medication Compounding
- Prescription Filling
- Insurance Verification
- Billing
- Inventory Resolutions & Purchasing
- Microsoft
- Excel
- Data Entry
- Spreadsheet
- Collections
- Customer Service
- Dispute Reconciling
- AthenaOne
- Cerner
- EClinicalWorks
- Epic
- Allscripts
- First Call resolution
Timeline
R C C Services
Concentrix
07.2024 - Current
Customer Care Agent
Providence St. Joseph
02.2024 - 04.2024
Pharmacy Technician
The Reserve Network Temp Agency
02.2023 - 06.2023
Pharmacy Technician
Scripts RX Pharmacy
07.2021 - 12.2022
Intern Pharmacy Technician
Medic Pharmacy
03.2021 - 06.2021
Pharmacy Technician
Walgreens
04.2019 - 11.2020
Customer Service Representative
A1 Doctors Answering Service
05.2013 - 04.2016
Owner/Operator
McGowan's Childcare
11.2007 - 04.2013
Certified Lead Customer Service Specialist
Time Warner Cable
01.1997 - 10.2007
Pharmacy Technician Diploma -
Alterius College
Associate Business Management Degree -
Stratford Career College
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