Executive Operations Supervisor with 7 years of Customer Service experience in high-volume Contact Center environments related to healthcare/pharmaceuticals. Two(+) years Supervisor experience in high-volume Start Up Contact Center environment. Personable, professional, and accountable under pressure. Self-motivated, patient and empathetic with background in conflict resolution, individual coaching and customer care.
Transparent Communication Skills
MS Windows Proficient
Flexible Work Schedule
Customer Interface Expertise
Completed Perfect Service seminars
Certified Subject Matter Expert (SME)
Works Well Under Pressure
Average 90 WPM+
Confident Public Speaker
Professional Phone Etiquette
ARGUS Nova/IPNS Proficient
Familiarized in CPT/ICD.9/ICD.10 and HCPCS codes
Familiarized with AHCA (Healthcare.gov)
Previously my job role as lead Senior Resource Advisor for PillPack Pharmacy lead me into what became Amazon Pharmacy. Amazon purchased the PillPack start up in October of 2018 in the hopes of changing the healthcare and pharmaceutical industry. Pre Launch: Before Amazon was able to discuss this publicly or privately, I was pre-selected for a focus group for a little over a year to develop what today is called, Amazon Pharmacy. During this "trial period" of Alpha and Beta, typical responsibilities would include testing unfinished customer interfaces. Obtain feedback from our Alpha and Beta testers. Walk our testers through troubleshooting. Report technical issues. Coordinate with Amazon Engineers and coders. Give agent/employee facing feedback about system enhancements, bugs, features, design, functionality, and development. Promote, describe, and walkthrough customer self service methods. Develop and content create processes that would move the business into what it needs to be come for public launch. Post Launch: Ran a front line operations team of 38 agents during strenuous volume due to publicity and promotion. Develop methods of troubleshooting customer facing problems that agents could use as a template for all future technical issues on an unfinished product. Work with engineers on best methods to report and work through these baseline issues. Develop a method of agent assistance that can be used for years to come. Coach individual agents on how to navigate our website. Learn how our product works through engagement in my personal time due to no testing environment for Amazon Products. Created extensive written, templated' content for all front line operations to use for general processes during "Phase 1" launch period. Phase 2: Moved from a "Front Line" only Customer Care supervisor, to "Technical Issue" Resource Specialty Team supervisor. Interviewed 30 agents, narrowing them down to 14 to build a team dedicated to assisting the front line, and escalated customer issues related only to systemic product "bugs" and misbehaviors. Responsibilities include normal bi-weekly coaching's with direct reporting on areas of improvement and successful achievements/discoveries. Main support for Supervisor Escalations team when dealing with technical site problems that take engineers longer to resolve. Content create language for front line to delivery to customers for all self servicing. Create formal daily communication to all operations leadership and front-end on trending errors with available workarounds along with expected fix dates. Coordinate with multiple amazon engineer teams to report on new found technical error discoveries and how best to resolve these. Create processes from scratch for situations that were not initially thought through for start-up "Phase 1". Manage, delegate and assign all Customer Reported technical issue + Operations Reported technical issue queues to ensure nothing breaks legal service level agreement. Follow Up on all KPI's with individual agents. Manage benefits, time, accommodations, HR inquries/cases, payroll, LOA's, Write Ups, and all other managerial administrative duties. Continue testing. developing, and designing new operations facing functionalities to enhance employee to customer experience. Collaborate with other members of Amazon Leadership, and consistently deliver informative content on the workings and progress of Amazon Pharmacy's start up to the initial start up PillPack, which is now PillPack by Amazon Pharmacy.
Expected to self manage (in-office or out) myself on a daily basis while conducting a variety of tasks including but not limited to: Staying Inbound for transferred escalated calls. Managing Individual Ticket Folder, along with Group Ticket Folder(s), for my department, and many other departments depending on need. Attend routine trainings for updates. Adhere and adapt to necessary schedule changes/additions depending on department needs. Create content from scratch for new processes, including Zendesk Ticket Creations, Progression Plan documents, POP processes, Information Guides, and being confident in delivering all content created in group and individual settings. Attending focus groups and providing a voice, an opinion, or idea that benefits the meeting/group and company as a whole. Retain information and be a source of insight to colleagues and peers. Maintain a professional exterior to enhance leadership values to the team and company as a whole. Coordinate with other departments and sites via meetings, video conferencing, or follow up via email to provide conflict resolution and problem solve customer issues on individual and group levels. Attend 1x1's with managements to internalize and adjust to feedback provided for positive and productive outcomes. Provide insight on team dynamics and processes to management (not limited to TL) to improve productivity and morale. Assist and lead new projects provided such as Amazon Pharmacy, High Frequent Callers, Secure Demographic Updates, Red Shipment Notifications... ect. Keeping an open mind and remaining adaptive and flexible to day to day changes based on business needs. Maintain a positive disposition and provide core leadership skills to teammates to ensure we're meeting high performance expectations, including personal key performance indicators. Being available for other departments, or members of management anytime a side or special task is required to be performed on an immediate basis.
Responsible for answering questions/concerns to Humana Medicare Insurance members, their caregivers/relatives, & Medical Providers including but not limited to: Pharmacies, Physcians, Medical Nurses/assistants, Hospitals, and other medical facilities & medical billing offices, while maintaining excellent customer service skills using clear, concise and confident language. Logging each call appropriately and notating calls completely while maintaining a polite and friendly demeanor averaging 35-70 calls taken per day. Managing enrollments & disenrollments under Humana Insurance guidelines in coordination with the Centers for Medicare and Medicaid Services (CMS) guidelines. Authenticating /verifying each caller under HIPAA privacy guidelines. Viewing RX prescription claims in ARGUS/Rx Nova to educate members and/or providers on claim denials, paid claims, reprocessed claims, or RX authorizations. Initiating pharmacy prior authorizations if needed or entering temporary prescription authorizations to result in adjudicated claims. Providing medical claim determinations/sending medical claims over for payment reconsideration if necessary by reviewing through CPT, ICD, and HCPCS codes. Making outbound calls to providers, members or other internal departments regarding customer questions/concerns to prevent repeat calling. Fulfilling mail/fax requests for customer requested documents. As a CRM Super User/Experience Coach (Supervisor): My duties include preforming side by sides, and conducting 1x1 with agents throughout the call floor, to ensure we are meeting all Quality Assurance, Net Promotor Score, Perfect Call Metrics and all other Key Performance Indicators. Provide real time feedback verbally and document all feedback for HR purposes. Open communication with clients to discuss areas of opportunity with call flow processes & system enhancements. Directed/Coordinated multiple trainings for Net Promoter Scores/NPS, CRM Roll-out to sites, and Subject Matter Expert (SME) Support in New Hire Classes. Routinely walking call floor to answer colleague questions regarding their own calls. Managed PILOT programs with recording and logging data for future examination. Supporting senior executives by proactively volunteering/engaging in client based focus groups. Training/coordinating other agents whenever requested. Deliver disciplinary action when applicable and document the evidence within all required company systems. Be available 24/7 via mobile phone and email, for the company, client, or members of my reporting team. Promote company/client incentives to inspire the highest performance from my team members, and ensure active engagement from all employees.
- for health only
Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.
Many factors go into creating a strong resume. Here are a few tweaks that could improve the score of this resume:
Job Titles Held: