Summary
Overview
Work History
Education
Skills
Affiliations
Certification
Timeline
Work Availability
Languages
Work Preference
Quote
AssistantManager
Travis Clemons

Travis Clemons

Youngsville,NC

Summary

Personable and dedicated Individual with extensive experience in the healthcare industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients and businesses. Motivated to maintain patient and client satisfaction and contribute to company success. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. .

Overview

5
5
years of professional experience
1
1
Certification

Work History

Case Manager

RareMed
Raleigh, NC
01.2024 - Current
  • Primary point of contact and case manager for client and customer needs, inquiries and escalations.
  • Coordinate all patient and relevant HCP-related support and access services across all functions including support on patient journey calls, benefits verification, and triage to specialty pharmacy, and along with any necessary follow ups.
  • Conduct initial welcome calls to patients and sites, informing them of available services as well as future targeted outreach to provide ongoing support.
  • Maintain frequent touchpoints through outreach to providers and patients to communicate progress throughout their journey.
  • Work independently to complete assigned work in accordance with Standard Operating Procedures and defined service levels to complete program enrollment, answer inquiries, and coordinate access to affordability and free drug programs.
  • Apply defined business rules to qualify patients for manufacturer supported programs.
  • Provide support, education, and status updates to regionally aligned field teams, HCP offices, and patients to ensure efficient referral processing, triaging, and shipment set ups.
  • Processes free drug requests in a timely fashion and re-approval verification for continued eligibility.
  • Refer patients to third-party or other foundation programs per program business rules.
  • Independently and effectively identify adverse events, product complaints and triage as appropriate.
  • Manage assigned territory using problem solving skills and professional judgement to independently make sound decisions for timely case resolution.

Patient Care Coordinator

Aston Carter
Morrisville, NC
04.2023 - 01.2024
  • Worked on a specific team called swat to review and resolve account issues to bridge the gap and help move the account forward for the patient's journey from beginning to end
  • Identified potential and active issues within patient's journey such as well needed phone calls to the patients or doctors, or to determine if a benefit investigations is needed, overdue shipments, and overall appropriate account flow.
  • Collaborate mainly with with client data (Cohort), reimbursement case managers, medical doctor offices, and other internal departments to meet patient needs.
  • Communicate with patients to ensure that they are knowledgeable about where they are within their journey.
  • Ensured that all necessary documentation such as Adverse Events, updates from patients, doctor offices, and insurance information was completed accurately and submitted in a timely manner.
  • Evaluate and monitor any updates within the Work Instructions to ensure that all polices and procedures are being followed.
  • Participated in special projects related to client and patient needs
  • Identified risks and opportunities with management to improve business processes.

Delivery Coordinator

Biologic's by McKesson
Morrisville, NC
01.2020 - 06.2020
  • Organized delivery schedules and routes to ensure timely arrival of medication
  • Tracked shipments, updated patients on delivery status, and addressed any patients concerns.
  • Resolved issues related to incorrect or damaged shipments in a timely manner.
  • Managed communication between internal departments and external partners during the delivery process.
  • Set up delivery schedules, monitored progress and informed patients of delays or changes.

Customer Service Representative

Conduent
Raleigh, NC
11.2018 - 04.2019
  • Subject Matter Expert
  • Humana Mail Order Pharmacy
  • Answered incoming calls and provided the highest level of professionalism and knowledgeable service to every Patient.
  • Provided customer service to patients by answering questions about medications and health-related topics
  • Received payment from customers and processed credit card transactions when necessary.
  • Teamed with peers, technicians and pharmacists to prioritize and complete orders.
  • Refilled medications, offered insight into over-the-counter products and verified insurance benefits.
  • Verified prescriptions and drug labels, documents and packages.
  • Documented all call information according to standard operating procedures.
  • Updated existing customer information as needed in company databases.
  • Participated in training sessions to stay current on changes in products and services.
  • Handled escalated customer service concerns to preserve customer satisfaction
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Maintained strong call control and quickly worked through scripts to address problems.
  • Offered resolutions to de-escalate calls and solve customer issues.
  • Navigated through computer systems to review information and respond appropriately to callers.

Education

High School Diploma -

Knightdale High School
Knightdale, NC
06.2013

Skills

  • Active listening
  • Patient Flow Management
  • Insurance Verification
  • HIPAA Compliance
  • Documentation
  • Attention to Detail
  • Patient Outreach and Follow-Up
  • Creative Problem-Solving
  • Patient Documentation
  • Critical Thinking Skills
  • Verbal and Written Communication
  • Customer Service
  • Account Updating
  • Product Knowledge
  • Call Management
  • Data Entry
  • Data Collection
  • Complaint Resolution
  • Typing Proficiency
  • System Implementation
  • Problem-Solving Abilities
  • Conflict Resolution
  • Professional Telephone Demeanor
  • Spreadsheets
  • Call Triaging
  • Coordination
  • Multi-Task Management
  • Proofreading
  • Problem Resolution
  • Research
  • Positive and Professional
  • Courteous Demeanor
  • Team Development
  • High-Energy Attitude
  • Computer Proficiency
  • Reading Comprehension
  • Call Center Operations
  • Policy Enforcement
  • Complex Problem-Solving
  • Processes and Procedures
  • Negotiation
  • Training and Mentoring
  • Goal-Oriented

Affiliations

  • International Thespian

Certification

  • Quick path
  • Epic Systems
  • Sales Force
  • CRM Systems

Timeline

Case Manager

RareMed
01.2024 - Current

Patient Care Coordinator

Aston Carter
04.2023 - 01.2024

Delivery Coordinator

Biologic's by McKesson
01.2020 - 06.2020

Customer Service Representative

Conduent
11.2018 - 04.2019

High School Diploma -

Knightdale High School

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages

English
Native language

Work Preference

Work Type

Full Time

Location Preference

Remote

Important To Me

Work-life balanceCompany CulturePersonal development programsHealthcare benefitsWork from home optionPaid time offTeam Building / Company RetreatsPaid sick leave401k matchStock Options / Equity / Profit Sharing4-day work weekCareer advancement

Quote

The best way out is always through.
Robert Frost

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Travis Clemons