TRACEE Green
Rosenberg
Summary
Positive, collaborative, and solutions-oriented professional with strong organizational and leadership skills. Possesses comprehensive understanding of team dynamics and project management, along with expertise in conflict resolution and performance optimization. Committed to fostering productive work environment and driving team success.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Supervisor, Customer Service Management
Cardinal Health
06.2018 - 06.2023
- Ensured all supported programs consistently met above 40% gross margins MoM
- Managed staff performing customer service and enrollment activities as well as benefit investigations for pharmacy and medical benefit coverage
- Interviewed and onboarded patient services team members
- Monitored calls in compliance with Q/A standards
- Monitored attendance, approving timecards and PTO requests
- Developed work instructions per Business Review Document (BRD) requirements
- Developed and coached team members during monthly 1x1's
- Built effective client/customer relationships by proactively anticipating needs based on business requirements
- Used effective communication while delivering favorable and unfavorable outcomes to team members
- Implemented and launched 4 new programs by collaborating with internal and external stakeholders
- Increased team productivity by implementing efficient workflows and setting clear expectations for team members.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all team members.
- Demonstrated commitment to the organization's core values, leading by example and fostering a culture of excellence.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
- Conducted in depth performance evaluations for 15+ team members, identifying areas of improvement and guiding professional development plans.
- Identified operational inefficiencies and implemented corrective measures to increase effectiveness.
Program Team Lead
Cardinal Health
08.2017 - 06.2018
- Monitored team workflow and ran daily call stat reports
- Facilitated process improvement and developed strategies to promote employee adherence to performance goals
- Improved employee knowledge base and skill set through monitoring and quality review of telephone calls and documentation of work
- Conducted team meetings to update employees on company expectations and best practices
- Managed first level escalated calls from patients and HCPs
- Conducted monthly quality customer service workshops
- Assisted with Internal Audits for various programs
- Conducted HIPPA compliance audits weekly
- Performed quality phone monitoring for multiple programs
Field Solutions Representative
Cardinal Health
02.2017 - 08.2017
- Developed relationships with Directors, District Managers and sales representatives that fostered cohesive client partnerships
- Interacted with client (District Managers and sales representatives) to de-escalate barriers to patient care
- Followed projects through to completion to ensure client expectations were met
- Identified opportunities and collaborated with the client to improve efficiencies in enrollment processes
- Effectively communicated via e-mail and phone
Case Manager
Cardinal Health
04.2016 - 02.2017
- Conducted full Benefit Investigation including primary, secondary, supplemental and pharmacy benefit coverage
- Functioned as the first point of contact on inbound calls and determined needs and managed accordingly
- Assessed patient’s financial ability to afford therapy and provided firsthand guidance to appropriate financial assistance
- Followed through on all benefit investigation rejections, including Prior Authorizations and Appeals
- Tracked any payer/plan issues and reported any changes, updates, or trends to management
- Managed escalations to ensure proper communication of the resolution within the required timeframe
- Served as a liaison between client and HCPs to resolve co-pay assistance issues
- Conducted research associated with issues regarding the payor and HCP
- Reconciled reports of enrolled patients to determine the status of treatment journey
- Developed literature to communicate specific denial rationale to provider/patient
- Engaged in weekly client calls to provide insight and opportunities for process improvements
Lead Pharmacy Technician
United Health Group
06.2013 - 04.2016
- Process prior authorization requests for various states Medicaid programs
- Intercept incoming calls from pharmacies, physicians, and various healthcare providers regarding denied claim status
- Analyze specific program criteria for each state to make approval/denial determinations
- Transcribe physician orders for requests indicating injectable/oral medications
- Identify and familiarity with procedure/ICD-9 codes
- Consistently adhering to established company policies and procedures
Pharmacy Technician
United Health Group
12.2012 - 05.2013
- Entered prescriptions and verified appropriate information, such as insurance, allergies, and health conditions, for accurate processing
- Processed prescriptions from intake to order completion
- Resolved customer issues; ensuring accurate information is provided prior to dispensing
- Consistently met established productivity, schedule adherence, and quality standards
Pharmacy Reimbursement Specialist
M.D. Anderson Cancer Center
06.2004 - 10.2012
- Identified indigent and under-insured patients in pharmacy database; Enter identified patient demographics and prescription charge data into replacement program databases and spreadsheets
- Obtained patient information to determine eligibility into a specific drug assistance program(s); reconciled drug shipments with requested orders and added credits to patient accounts
- Assisted in expanding coverage of reimbursement programs to include more drugs manufactured by a specific pharmaceutical company
- Participated in reimbursement conference calls and meetings with sales and management teams to discuss reimbursement tools, challenges, and provided insight to increase product revenue through reimbursement strategies
- Billed secondary Medicare claims to various payers and tracked their progression
- Created a temporary process for pharmacy claims reconciliation by working directly with Explanation of Benefit statements
- Prepared and submitted denied Medicare claims (drug specific) to Trailblazer Health to have original decision overturned; Knowledge of CPT and ICD-9 codes
- Resolved coding questions, denials and identified reasons for rejections and took corrective action to reduce denial incidence
- Worked on patients’ behalf to identify and assess reimbursement options for those with insurance and investigate and coordinate those without insurance
- Updated 'Policy and Procedures' as necessary for patient assistance programs (PAP’s)
- Ensured continuous quality improvement and patient care by proactively identifying areas of improvement and communicating those ideas to management
- Performed quality assurance audits on completed drug requests monthly to ensure order accuracy
Education
No Degree -
Northeastern Illinois University
Lone Star College
Cypress, TXSkills
- Goal oriented
- Performance management
- Adaptability and flexibility
- Customer service
- Employee motivation and Team Building
- Staff management, development, coaching, and mentoring
- Analytical thinking
- Operations management
- Process monitoring and improvement
- Verbal and written communication
- Interpersonal skills
- Task prioritization
Certification
- Certified Pharmacy Technician
- Texas State Board of Pharmacy (TSBP) Registered (inactive)
Qualifications Summary
Versatile and experienced Customer Service Supervisor with experience in managing teams and ensuring customer satisfaction. Proven track record in developing and coaching team members, improving employee knowledge base and skill set, and implementing new programs. Skilled in customer service, customer care, and customer support. Possesses a strong background in pharmacy and pharmacy reimbursement and billing. Understanding that building trust with team members, colleagues and clients is essential for successful outcomes.
Timeline
Supervisor, Customer Service Management
Cardinal Health
06.2018 - 06.2023
Program Team Lead
Cardinal Health
08.2017 - 06.2018
Field Solutions Representative
Cardinal Health
02.2017 - 08.2017
Case Manager
Cardinal Health
04.2016 - 02.2017
Lead Pharmacy Technician
United Health Group
06.2013 - 04.2016
Pharmacy Technician
United Health Group
12.2012 - 05.2013
Pharmacy Reimbursement Specialist
M.D. Anderson Cancer Center
06.2004 - 10.2012
Lone Star College
No Degree -
Northeastern Illinois University
Similar Profiles
Annika TorresAnnika Torres
Receiving Associate at Cardinal HealthReceiving Associate at Cardinal Health
Shajuan ButtsShajuan Butts
Auditor 2 at Cardinal HealthAuditor 2 at Cardinal Health
William GrayWilliam Gray
Supervisor, Warehouse Operations at Cardinal HealthSupervisor, Warehouse Operations at Cardinal Health
Cody MilesCody Miles
Project Manager at Cardinal HealthProject Manager at Cardinal Health
Roxana MendezRoxana Mendez
Office Runner at Legacy Ford of RosenbergOffice Runner at Legacy Ford of Rosenberg