Tomika Talbott
New Albany,IN
Summary
Motivated professional capable of building productive relationships, resolving complex issues and winning customer loyalty. Bringing 20 + -year background in maintaining customer satisfaction. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Capable Patient Representative dedicated to providing superior support for patients in need of reliable information regarding insurance coverage, finance options and documentation requirements. Well-versed in scheduling and database management functions for streamlined communication and reduced correspondence backlogs. Excels at identifying client needs and concerns to improve engagement strategies and overall service. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.Accomplished and certified Pharmacy Technician with over 30 years of experience in pharmacy environments for major national chains. Practiced at offering medications to patients, offering information to patients and communicating with healthcare professionals, and insurance companies.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Pharmacy Technician/Patient Care Coordinator
Optum
11.2014 - Current
- Consulted with insurance company representatives to complete claims processing, resolve concerns and reconcile payments.
- Resolved non-routine issues like third party billing, computer system and customer service issues.
- Coordinated verification and filling numerous daily prescriptions in high-volume pharmacy environment.
- Solved customer problems over telephone by providing assistance with placing orders, navigating systems and locating items.
- Verified patient data and billing information to discover and resolve erroneous bills due to system errors.
- Processed incoming drug orders.
- Communicated with prescribers to verify medication dosages, refill authorizations and patient information.
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
Customer Care Specialist
Rx Crossroads
09.2011 - 09.2014
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Coordinated timely responses to online customer communication and researched complex issues.
- Defused customer concerns with exceptional conflict and problem resolution skills.
- Utilized exceptional communication to connect withcustomers, assess needs and present solutions.
- Requested escalation for unresolved issues.
- Updated customer accounts and system database with latest details to support accuracy and efficiency in future interactions.
- Verified accuracy of customer account information and updated when necessary.
- Assisted in training new employees and participated in cross-training with other departments.
- Responded to customer inquiries via phone, email, and web-based platforms.
- Directed customers to appropriate departments for additional support.
Insurance Customer Service Representative
Humana
03.2007 - 09.2011
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Shared knowledge and expertise with co-workers to foster awareness and increase staff productivity.
- Documented customer contact in computer to maintain record of customer interactions and elevate quality of service.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Educated customers about billing, payment processing and support policies and procedures.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Assessed caller accounts to determine medical pharmacy benefits, identify service needs and resolve issues.
- Trained staff on operating procedures and company services.
- Met all customer call guidelines including service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Entered customer interaction details in computer to track requests, document problems and record solutions offered.
Education
Criminal Justice
Sullivan College of Technology And Design
Louisville, KYSkills
- Complaint resolution
- Account management
- Medical terminology knowledge
- MS Office proficiency
- Computer proficient
- Recordkeeping strengths
- Good listening skills
- Professional telephone demeanor
- Creative problem solving
- Drug safety
- Prescription Filling
- Insurance Verification
- Order Verification
- Medication Dispensing
- Drug Inventory Control
- Answering customer questions
- Workflow Optimization
- Drug Inventory Management
- Interpreting orders
- New Hire Onboarding
- Medication labels
- Problem-solving skills
- Secure storage of medications
- Receiving incoming supplies
- Updating medication histories
- Interpreting and Processing Medication Orders
- Patient confidentiality
- Record preparation
- HIPAA
- Confidentiality and HIPAA
- Medicare and Medicaid process
- Pharmacy and customer records management
- Customer Service
- Data Entry
- Patient Profile Setup
- HIPAA Compliance
- Insurance processing
- Medication Documentation
- Reliability
- Active Listening
- Customer Identification Checks
- Certified Pharmacy Technician (CPhT)
- Interpersonal Skills
- Wholesale Ordering
- Teamwork and Collaboration
- Professionalism
- Problem-Solving
- Confidentiality Practices
- Continuous Improvement
- Multitasking Abilities
Certification
Certified Pharmacy Technician
Timeline
Pharmacy Technician/Patient Care Coordinator
Optum
11.2014 - Current
Customer Care Specialist
Rx Crossroads
09.2011 - 09.2014
Insurance Customer Service Representative
Humana
03.2007 - 09.2011
Criminal Justice
Sullivan College of Technology And Design