Enthusiastic Customer Service Representative eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of pharmacy details and member services and training in HIIPA. Motivated to learn, grow and excel in Pharmacy Benefis Management.
Responded efficiently and accurately to inbound customer service calls from pharmacies and members for a large Pharmacy Benefit Manager.
Effective use of specialized training to ensure callers felt supported and valued while engaging in active listening to identify customers' needs, clarify information, research every issue, explain and provide solutions as well as diffuse angry callers as needed.
Use of multi-line softphones.
Input data into clients computer platform to keep records of all conversations in our call center in a comprehensible way complying with HIPPA and governmental documentation requirements.
Trained and highly proficient in proprietary AS/400 client software.
Use of Microsoft Suite products for document fulfillment requests.
As an employee of a large BPO company, I took inbound Customer Service calls from pharmacies and members across the United States. I used specialized software to assist my callers with their concerns, while maintaining the strict boundaries of HIPAA law. I provided empathy and a memorable customer service experience while helping callers understand their pharmacy benefits and advocating for them to get their medication. I fulfilled a number of tasks, including providing pharmacies with overrides and technical support in processing claims, assisting providers with prior authorizations and walking members through using their online account.
AUGUST 2015 TO OCTOBER 2018
INBOUND COLLECTIONS AGENT FOR AT&T
ASSISTED IN COLLECTIGNG PAYMENT FOR MULTI SERVCES FRM THE CUSTOMER ASSISTANCE IN EXPLAINING BILL AND THE SERVICES
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