Dedicated nursing student, graduating December 2013, who is skilled in clinical patient support. Strong ability to communicate clearly and effectively to patients and clinical staff.
AHA Basic Life Support (BLS) for Healthcare Providers, AED, First Aid, Pharmacy Technician
Holy Cross Hospital-Ob Clinical
Holy Cross Hospital-Senior Practicum-Medical Surgery
Providence Hospital-Emergecy/Triage Care & Medical Surgery
Children's National Medical Center-Pediatric Neurosurgery
Inova Fairfax Hospital-Mental Health Clinical
Belize Clinic-Community Nursing
George Washington Hospital-Cardiac Telemetry Unit
Responded to members health plan questions and concerns and acted as a member advocate. Served as liaison between clinical staff and the community. Made reasonable procedure exceptions to accommodate unusual customer requests. Provided accurate and appropriate information in response to customer inquiries. Maintained up-to-date records and tracked all inquiries and requests on an automated contact management system. Diffused anger, tension and hostility in members and effectively communicated the care and concern that Kaiser Permanente had for members.Troubleshot and resolved internet connectivity and general software and hardware issues. Added user accounts and collaborated with the global team to resolve IT support cases.
•Represented customers internally and coordinated with other functional teams to complete projects and address ongoing service needs.
•Acted as the primary source of contact for clients and service teams for resolution of customer issues.
•Resolved escalated client issues by conducting emergency meetings.
•Coordinated and provided final resolution responses on escalated issues and service concerns related to customers.
•Oversaw all Pharmacy Benefit Management all (PBM) operational functions pertaining to day-to-day management of the customer such as maintaining eligibility maintenance and benefit exclusions i.e. pre-existing clauses, copay maximums, or specific drug restrictions.
• Researched complex issues by analyzing relevant data and coordinating with internal and external areas to ensure complete resolution and sent professionally written manual responses to customers and clients by mail and email, meeting high client expectations and ensuring positive consumer relations.
• Utilized appropriate systems to access confidential patient information in compliance with company policy, HIPAA and other regulations to analyze benefit/claims data and accurately respond to routine and non-routine customer, client and provider inquiries regarding pharmacy eligibility, benefits, claims processing and mail order prescriptions.
• Proactively educated customers on how to use available services, increasing customer satisfaction.
Honors: Deans List, Nursing Scholarships
Summer Break Mission Trip to Belize, Obstetrics & Gynecology clinic and Well Baby/Child Assessments, Summer 2012
Sigma Theta Tau International Honor Society of Nursing (STTI), National Society of Collegiate Scholars (NSCS), National Student Nurses Association (NSNA)
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