Timisha Mack
Apopka
Summary
Pharmacy Technician with over 6 years of experience in pharmacy operations and customer service, excelling in high-volume call centers. Skilled in handling prior authorizations, data entry, and insurance coordination, managing over 70 calls daily. Proficient in MS Office Suite, pharmacy systems, EMR, CPR+, and CRM software. Recognized for resolving complex pharmacy benefit issues and handling escalated customer support effectively.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
AssistRx
05.2023 - 05.2024
- Managed 70-100 inbound calls daily, assisting patients with medication access, order tracking, and program support.
- Worked closely with prescribers, insurance plans, and pharmacies to resolve issues and escalate benefit questions.
- Maintained accurate data entry in CRM systems while adhering to HIPAA guidelines.
- Left for full-time family caregiving
Pharmacy Technician/Customer Service Associate
Healthfirst
Orlando
08.2019 - 05.2021
- Processed prior authorization requests and scheduled specialty medications using CPR+ software.
- Managed 70+ calls daily from patients, providers, and insurance representatives.
- Assisted with medication logistics, copay assistance, and issue resolution.
- Contract completed then full-time family care
Patient Advocate
Magellan
Orlando
11.2018 - 01.2019
- Assisted patients in navigating healthcare systems and accessing necessary services.
- Educated patients about their rights and available health resources.
- Collaborated with healthcare providers to advocate for patient needs and preferences.
- Coordinated communication between patients and medical teams to ensure clarity.
Customer Service Representative
CardWorks
Orlando
10.2017 - 11.2018
- Provided support for credit cardholders, including billing questions, disputes, and updates.
- Maintained accurate records and escalated unresolved issues as needed.
- Handled 50+ calls daily with empathy and professionalism.
Pharmacy Technician
Walgreens
Orlando
09.2016 - 10.2017
- Handled 75-85 inbound and outbound calls daily, processing prior authorizations, verifying insurance, and coordinating with providers.
- Processed prescriptions accurately and efficiently for customers for mail order.
- Documented patient interactions and ensured timely access to prescriptions.
- Handled customer inquiries and provided exceptional service.
Patient Care Advocate
Express Scripts
Orlando
11.2013 - 07.2016
- Supported members, providers, and pharmacies with mail-order and pharmacy benefit issues.
- Logged inquiries and resolutions in centralized systems, escalating recurring issues.
Education
High School Diploma -
Miramar High School
Miramar, FLSkills
- Pharmacy Technician
- Prior authorization
- Claims processing
- HIPAA compliance
- Service quality assurance
- Customer Service
- Data Entry
- Insurance Coordination
- Call Management
- Record Keeping
- Pharmacy Benefit Resolution
- MS Office Suite
- Pharmacy Systems
- EMR
- CPR
- CRM Software
Timeline
Customer Service Representative
AssistRx
05.2023 - 05.2024
Pharmacy Technician/Customer Service Associate
Healthfirst
08.2019 - 05.2021
Patient Advocate
Magellan
11.2018 - 01.2019
Customer Service Representative
CardWorks
10.2017 - 11.2018
Pharmacy Technician
Walgreens
09.2016 - 10.2017
Patient Care Advocate
Express Scripts
11.2013 - 07.2016
High School Diploma -
Miramar High School