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medical information associate resume example with 7 years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • resumesample@example.com
  • Date of Birth:
  • India:
  • :
  • single:
  • :
Summary

Determined and responsible Medical Information Specialist with more than 15 years of success boosting efficiency and streamlining procedures. Focused on smoothly assisting with financial, personnel and operational facets. Able to effectively balance targets with resources and optimize long-term success. Demonstrated record of accomplishment in operational management and customer service support. Proficient in operational enhancements, quality improvements and team leadership based on Six Sigma strategies. Cross-functional collaborator well-versed in developing successful teams and motivating employees to meet individual and team objectives.

Skills
  • Staff training and development
  • Solutions development
  • Policies and procedures implementation
  • Performance reporting
  • Process improvement strategies
  • Multidisciplinary collaboration
  • Cost reduction and containment
  • Contract review and recommendations
  • Systems implementation
  • Financial and cash flow analyses
  • Workforce training
  • Business development understanding
  • Revenue generation
  • Communication improvements
  • Dedicated
  • Organizational Management
  • High-pressure environments
  • Customer relationship management
  • Product management
  • Sales presentations
  • Project management
  • Cross-functional communication
  • Quality assurance and control
  • Performance management
  • Client relationships
  • Workforce Management
Experience
Medical Information Associate, 01/2020 - Current
Covance Little Rock, AR,
  • Responds accurately and professionally to technical and medical information inquiries received via phone, email, internet or mail in reference to pharmaceutical or device products. Processes fulfillments and provides clinical trial information, and at times after-hours on call support.
  • Analyzes caller’s questions to formulate an accurate and concise response, using customer-approved resources. Records inquiries and interactions in the appropriate databases following organizational, customer and regulatory guidelines.
  • Identifies, records and triages adverse events and product complaints according to organizational, customer and regulatory guidelines, and provides additional support (including follow up) as needed.
  • Maintains thorough knowledge of project, and corporate policies and procedures including client products, SOP's, protocols, GCP's, and applicable regulatory requirements.
  • Works closely with internal and external customer contacts to resolve inquiries. As needed, researches medical literature and drafts responses for such inquiries.
  • Provides administrative support as needed.
Customer Service Professional, 08/2019 - 12/2019
Pgim Global Short Duration High Yield Fund, Inc. Virtual, GA,
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Documented conversations with customers to track requests, problems and solutions.
  • Met and exceeded productivity targets by handling every interaction with top-notch customer service.
  • Reviewed customer account information to determine current issues and potential solutions.
  • Shared detailed information regarding options to help customers make decisions.
  • Reviewed account and service histories to identify trends and issues.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Operations Manager, 01/2019 - 04/2019
Collins Aerospace Huntsville, AL,
  • Prepared and maintained performance and financial reports to insure standard of metric set by company.
  • Prepared and executed long-term budget projections for business, managing staffing requirements against budget constraints and adapting where needs changed.
  • Prepared and maintained supervisor/agent attendance records for 220+ direct and indirect reports, including schedule adherence and time management; provide feedback on the same.
  • Hiring and termination of staff to maintain expected business staffing requirements.
  • Utilize Excel spreadsheets and Avaya CMS to track trends and allow for forward planning on future staffing needs.
  • Continuous training and development of supervisors/agents to understand, meet, and exceed Key Performance Indicators.
  • Instructed in the use and preparation of spreadsheet databases for team-level tracking of metrics.
  • Improving average client Quality scoring from 87.35% to 97.40% during a consistently improving six month period.
  • Downward trending and improvement of multiple KPI's; After Call down from 87.54 seconds to 58.23 seconds, Handle time from 829.31 seconds down to 504.74 seconds, and hold time down from 291.02 seconds to 113.47 seconds.
  • Monitor and evaluate supervisor's monthly performance to observe demeanor, technical accuracy and conformity to company policies, coach or provide training opportunities for agents to improve performance.
  • Assess/ develop staff, preparing them for next level of career advancement.
  • Rebuild leadership infrastructure for secondary Line of Business from hiring and training four supervisors and one Operations Manager, through creating and implementing tracking spreadsheets for metrics to measure performance over time for same department.
  • Established operational objectives and work plans and delegated assignments to subordinate managers.
  • Leveraged performance and adherence report data to evaluate and strengthen operations to meet dynamic conditions and forecasted needs.
  • Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
  • Conducted performance reviews providing coaching and feedback to benefit both company and employee.
  • Managed company operations with responsibility for profit and loss, scheduling, training and inventory control.
  • Delivered positive customer experiences by implementing effective quality assurance practices.
  • Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
Operations Manager, 07/2014 - 01/2019
Collins Aerospace Peabody, MA,
  • BCBSTN/Aetna/Humana) Attendance records for 120+ direct and indirect reports, including schedule adherence and time management; provided feedback on the same.
  • Introduced employee recognition programs to boost staff morale.
  • Secured and maintained additional office space for employee break/relaxation to reduce workplace stress and improve productivity.
  • Prepare financial reports, perform audits on various operations and evaluate processes as per business requirements.
  • Monitor and evaluate supervisor's monthly performance to observe demeanor, technical accuracy and conformity to company policies, coach or provide training opportunities for agents to improve performance.
  • Continuous training and developing of supervisors to understand, meet, and exceed Key Performance Indicators.
  • Provides communication and follow up to ensure supervisors are fully informed of all new information related to products, procedures, customer needs and company related issues, changes or actions.
  • Designed performance metrics to provide traceability through organization and advance tactical and strategic business goals.
Education and Training
GED: , Expected in
-
Linden Learning Academy - Brooklyn, NY,
GPA:
Status -
Certifications

Licensed ACA/Medicare Insurance Agent.

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Resume Overview

School Attended

  • Linden Learning Academy

Job Titles Held:

  • Medical Information Associate
  • Customer Service Professional
  • Operations Manager
  • Operations Manager

Degrees

  • GED

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