Tracy McWilliams

• Make outbound calls to doctors offices to obtain new prescriptions, renewals, and clarify questions on prescriptions.
• Communicated with prescribers to verify medication dosages, refill authorizations, and patient information.
• Performed various pharmacy operational activities with strong commitment to accuracy, efficiency, and service quality.
• Entered and processed patients' prescriptions into internal system.
• Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality.

• Planned and managed $1,000,000.00 annual budgets, tracking expenses, and investigating discrepancies to maintain optimal controls.
• Drafted treasury reports to support management decision-making needs.
• Implemented strategies to improve organizational financial performance.
• Prepared and presented financial reports to inform senior management and board of directors.
• Reconciled monthly statements, invoices and expense accounts, keeping records accurate, and current.
• Advised management regarding significant expenditures to keep operations in line with budget limitations.
• Developed and maintained internal control systems to protect organizational assets.
• Worked with both internal and external users to create detailed financial reports.
• Maintained inventory of office supplies and placed orders.
• Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
• Recorded new hires, transfers, terminations, changes in job classifications and merit increases to main human resources files.
• Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
• Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
• Managed filing system, entered data and completed other clerical tasks.
• Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
• Opened and properly distributed incoming mail to promote quicker response to client inquiries.
• Volunteered to help with special projects of varying degrees of complexity.

• Forecast future customer service call volumes for daily, weekly, monthly, and annual time periods
• Serve as scheduler coordinator
• Support scheduling impacts of longer-term initiatives, events, or trends
• Prepare and publish reports, as well as agent schedules
• Works on special projects as requested by supervisors and managers.
• Developed process controls and metrics for daily management of call center.
• Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
• Created team rotations to man center effectively during peak hours.

• Collected co-payments or full payments from customers.
• Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
• Counted and labeled prescriptions with correct item and quantity.
• Consulted with insurance company representatives to complete claims processing, resolve concerns, and reconcile payments.
• Maintained proper drug storage procedures, registries, and records for controlled drugs.
• Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems, and locating items.
• Stocked, labeled, and inventoried medication to keep accurate records.
• Answered incoming phone calls and addressed questions from customers and healthcare providers.
• Communicated with patients to collect information about prescriptions and medical conditions or arrange consultations with pharmacists.
• Counted, measured and compounded medications following standard procedures.
• Entered and processed patients' prescriptions into internal system.
• Restocked pharmacy shelves with current merchandise to drive consistent peripheral sales.
• Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality.
• Prepared packaging and labels for prescriptions, verifying accuracy of dosage, side effects, interactions, and refill instructions.

Helped large volume of customers every day with positive attitude and focus on customer satisfaction

• Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly
• Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets
• Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information
• Assessed caller accounts to determine insurance benefits, identify service needs and resolve issues
• Mentors new representatives as taking calls in peak program
• Works on special projects as requested by supervisors and managers
• Engages with customers in confident and compelling manner, performing full range of customer service duties, as assigned
• Strives to resolve customer concerns in a single interaction via telephone or written communication
• Responds to a diverse set of customers with an equal level of confidence regardless of the issue at hand
• Works independently of support from a senior customer service representative, frequently utilizing the knowledge center, answering customer inquiries
• Routinely responds to customers with an in-depth product knowledge achieved through a continuously improving set of listening, analysis, quality focus, problem solving, and documentation skills
• Consistently exceeds results for internal adherences, efficiency, and inquiry timeliness
• Resolves standard and frequently non-routine, limited impact, customer inquiries, comments, and concerns with the most limited escalation consistent with company policies and procedures.

• Perform EEG's
• Use EPIC to chart
• Document patient information from interviews
• Compile and review medical charts
• Screen employees, patients, and visitors during COVID-19.
• Summarized technical data to assist physicians to diagnose brain, sleep or nervous system disorders.
• Selected functional and original equipment to achieve program and neurosurgical objectives by performing thorough research.
• Monitored patients during tests or surgeries using electroencephalographs (EEG), evoked potential (EP) instruments or video recording equipment.
• Gathered, documented and tracked test results for physician interpretation.
• Attached electrodes to patients using adhesives.
• Used critical thinking to break down problems, evaluate solutions and make decisions.

• Perform EEG's and nerve conduction studies
• Assisted patients in filling out check-in and payment paperwork
• Used EPIC to schedule and manage patient appointments
• Documented patient information obtained from interviews
• Compiled and reviewed medical charts
• Balanced deposits and credit card payments each day
• Took copayments and compiled daily financial records
• Obtained authorizations from insurance companies for sleep studies
• Sent all pertinent information to DME companies for therapy of sleep apnea
• Obtained demographic and insurance information from patients entering the emergency department for treatment
• Performed peer to peer interviews.
• Updated electronic medical records with current patient data and physician notes.
• Summarized technical data to assist physicians to diagnose brain, sleep or nervous system disorders.
• Gathered, documented and tracked test results for physician interpretation.
• Attached electrodes to patients using adhesives.
• Used critical thinking to break down problems, evaluate solutions and make decisions.

• Performing front desk duties such as greeting patients and answering the phone and collecting payments
• Review intake data from referral sources to determine if patients qualify for cpap machines, breast pumps, and nebulizers
• Obtained all authorizations for all cpap, breast pumps, and nebulizers
• Was acting supervisor of 9 employees when operations manager was out of the office
• Implemented a new training curriculum for customer service representatives and trained all new CSR's.
• Oversaw appointment scheduling and itinerary coordination for both clients and personnel.

• Processed registrations with attention to compliance with operational policies and collaborated with medical and administrative personnel to maintain a patient-focused, engaging, and compassionate environment
• Obtained accurate medical histories from patients, highlighting critical information
• Supported duties for diagnostic and technical treatment procedures, such as setting up and operating special medical equipment and apparatus
• Obtained information about clients' medical history, drug history, complaints, and allergies
• Documented all maintenance and repairs in a timely fashion
• Collected histories, vitals, and current complaints via patient interviews
• Collected, organized, and restocked supplies in all units
• Welcomed patients and inquired about wellbeing since last treatment
• Completed clinical procedures and gathered patient data for interpretation by physician
• Escorted patients to examination rooms
• Compiled necessary documents for surgical billing packages
• Entered patient, procedure, and equipment into computer system
• Performed clerical duties, such as word processing, data entry, answering phones and filing
• Obtained pre- and post-treatment vital signs and weight
• Assisted physicians in follow-through of care
• Attended required training, education, and meetings
• Prepared patients for suture removal and dressing changes
• Explained procedures to patients to reduce anxieties and increase patient cooperation
• Prepared all surgical equipment for physicians and sterilized all equipment when finished
• Organized, reviewed, and filed paperwork for secure recordkeeping
• Greeted every guest with a personable approach and provided knowledgeable service
• Verified paperwork accuracy and checked for completion prior to processing
• Registered individuals for radiology and emergency department services
• Trained junior staff on office procedures and regulatory requirements
• Answered calls in a timely matter and forwarded to appropriate parties
• Exercised discretion and interpretive judgment in frequent contacts with callers
• Maintained the reception area and ensured its appearance was within company standards
• Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff
• Greeted clients and visitors in a friendly, courteous manner
• Worked independently and under guidance to master general clerical tasks
• Escorted visitors to specific offices or meeting rooms.