Summary
Overview
Work History
Education
Skills
Timeline

Taonga Mwanza

Orlando,FL

Summary

Personable and dedicated Customer Service Representative with extensive experience in the healthcare industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and problem solver effectively working with diverse customers.

Overview

4
4
years of professional experience

Work History

Patient Care Advocate

AllianceRx Walgreens Pharmacy
ORLANDO, WV
11.2022 - Current
  • Teamed with peers, technicians and pharmacists to prioritize and complete orders.
  • Collaborated with other departments within the organization to provide comprehensive care for patients.
  • Conducted training sessions for new employees on pharmacy procedures, safety protocols, HIPAA regulations and billing practices.
  • Cultivated positive relationships with patients to help facility meet satisfaction scores and patients obtain best possible care.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Created new customer profiles and updated demographics, allergies and new medications in pharmacy computer systems.
  • Refilled medications, offered insight into over-the-counter products and verified insurance benefits.

Consumer Access (Temp)

Advent Health
Orlando, Florida
07.2022 - 09.2022
  • Ensured eligibility and benefits were updated and thorough to support post-care financial needs
  • Called insurance companies to obtain benefits information
  • Ensured patient accounts were assigned appropriate payor plans
  • Maintained current and thorough knowledge of online eligibility and precertification tools.

Referral Specialist

Orlando Health
Orlando, Florida
11.2021 - 04.2022
  • Initiated referral and authorization process for all services and visits
  • Completed registration and obtained new authorizations for new and established patients as well as diagnostic testing
  • Ensured verification of financial information and insurance
  • Worked closely with medical staff to facilitate optimal patient care
  • Provided patients with referral information for other physicians and facilities.

Customer Service Associate

Gideon Toal Management Services
Orlando, Florida
11.2019 - 04.2020
  • Served as a primary point of contact for customer inquiries and questions
  • Compiled customer feedback to recommend improvements to management
  • Maintained knowledge of all products and services to effectively promote, upsell, and cross-sell
  • Interacted with customers, promoting excellent service and experiences to generate repeat business
  • Followed up with customers to offer additional support and check resolution satisfaction.

Education

Bachelor of Business Administration -

The Copperbelt University
10.2019

Associate of Science - Nursing

Seminole State College of Florida, Sanford, FL

Skills

  • Verbal and Written Communication
  • Call Documentation
  • Problem Resolution
  • Contact Center
  • Advanced computer skills, particularly in Excel and Microsoft Word
  • Exceptional customer service skills
  • Able to work independently as well as within a team environment
  • Remote work
  • Training support

Timeline

Patient Care Advocate - AllianceRx Walgreens Pharmacy
11.2022 - Current
Consumer Access (Temp) - Advent Health
07.2022 - 09.2022
Referral Specialist - Orlando Health
11.2021 - 04.2022
Customer Service Associate - Gideon Toal Management Services
11.2019 - 04.2020
The Copperbelt University - Bachelor of Business Administration,
Seminole State College of Florida - Associate of Science, Nursing

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Taonga Mwanza