Experience

CoverMyMeds

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Operations Support Lead

  • Aug 2023 - Present

• Senior Account Coordinator

  • Jul 2022 - Aug 2023

  - Works heavily with Account Managers to ensure the Patient Service Center is meeting client's contractual obligations. - Emphasis on project management and inter-departmental collaboration.- Serves as expert resource on all medications in the Endocrinology specialty for Account Coordinators working PAs.- Teaches new hires everything about the medications they will be working while keeping up to date on any news, workflow adjustments, and Hubble queue age. - Extensive use of Confluence, Tableau, and Slack daily.- Works effectively with various departments, adjusting communication based on audience. Show less

• Brand Specialist

  • Nov 2021 - Jul 2022

  -Acts as bridge between Account Coordinators in Patient Service Center and Account Managers.-Onboards Account Coordinators on drug-specific nuances, workflows, and drug information.-Handles questions on drug-specific questions while also monitoring queue health for specific drugs.

• Account Coordinator

  • Jun 2021 - Jul 2022

  - Knowledge of the CoverMyMeds system, workflows, ability to use Hubble, Autobahn, and to help users troubleshoot any issues on PAs both within and outside the Hubble environment. - Assisted other Account Coordinators with complex scenarios with guidance on best next step and applicable workflows.- Balanced workload while handling both inbound and outbound calls to physicians, pharmacies, and insurance plans for follow up and first tier support within the CoverMyMeds software.



Quantum Health

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Trainer

  • Oct 2019 - May 2021

  Trainer responsible for teaching a combination of nurses and patient service representatives with no insurance background the six week, core new-hire curriculum. Ability to adjust based on different levels of understanding and help new employees engage with the material. Heavy emphasis on classroom management and having crucial conversations needed with coaching.

• Escalation Specialist

  • Apr 2018 - Oct 2019

  Team Lead Issue Resolution Specialist responsible for handling escalations within the Pods at Quantum Health. Managed multiple types of issues from different departments and pods as part of this role. Worked with Pod Management to help develop Pod specific trainings and resources to help support the Patient Service Representatives within the Pod.

• Supervisor

  • Aug 2017 - Apr 2018

  Developed coaching plans based on the individual goals of people on my team, based on a combination of their short-term and long-term goals. Gave my team advice and help with balancing the inbound calls along with their daily tasks. Helped lead meetings along with management in order to help grow the patient service representatives within the Pod.

• Clinical Service Coordinator

  • Apr 2017 - Aug 2017

  Supported the clinical team with their daily medical management duties. Was responsible for requesting and handling all clinical documentation needed prior authorizations and inpatient notifications. Handled all faxes sent to the Pod, ensuring they got to the necessary destination. Provided coaching to patient service representatives based on one-off opportunities as well as trends.

• Patient Service Representative

  • Nov 2016 - Apr 2017

  Received inbound calls from both providers and members, discussing benefits, claims, creating authorizations, and escalating any issues when found. Made outbound calls when information or updates were needed for both members and providers. Balanced follow-up tasks as well as inbound calls based on needs within the Pod.



HipLein Industries

• Columbus, Ohio Area

• Co-Owner

  • Jan 2018 - Dec 2019

  Co-owner and game designer/developer at HipLein Industries LLC, A Game Company. Co-creator of Gamma Grunts: A Deck Smash Game, a battle oriented deck builder for 2-4 mad scientists bent on world domination. Co-owner and game designer/developer at HipLein Industries LLC, A Game Company. Co-creator of Gamma Grunts: A Deck Smash Game, a battle oriented deck builder for 2-4 mad scientists bent on world domination.



Klarna

• Sweden
• Software Development
• 700 & Above Employee

• Customer Service Representative

  • Jan 2016 - Nov 2016

  Customer Service Case Manager handling a combination of calls and emails with questions regarding their Pay After Delivery balances as well as Credit products. Took live fraud inspection calls as a Fraud Reconciliation Specialist, reviewing cases in the moment to determine risk. Followed up on negative customer service reviews to ensure their needs were met and education of how their credit product worked, when needed. Customer Service Case Manager handling a combination of calls and emails with questions regarding their Pay After Delivery balances as well as Credit products. Took live fraud inspection calls as a Fraud Reconciliation Specialist, reviewing cases in the moment to determine risk. Followed up on negative customer service reviews to ensure their needs were met and education of how their credit product worked, when needed.



Cogo Bicycle Share

• Downtown Columbus, OH

• Rebalancer

  • Mar 2015 - Jan 2016

  -Maintained and managed bicycle balance between stations. -Minor bicycle repair -Troubleshoot station issues and system errors. -Drive large van with as many as twelve bicycles around city for rebalancing and repair. -Maintained and managed bicycle balance between stations. -Minor bicycle repair -Troubleshoot station issues and system errors. -Drive large van with as many as twelve bicycles around city for rebalancing and repair.



Hipsher Pedicab LLC

• Columbus, Ohio

• Owner/ Operator

  • Sep 2010 - May 2015

  -Provided entertainment based bicycle taxi service in metropolitan area. -Created and maintained a quality, up to date website. -Facilitated and administered professional level maintenance on all equipment. -Organized and produced positive advertising relationships with local businesses. -Provided entertainment based bicycle taxi service in metropolitan area. -Created and maintained a quality, up to date website. -Facilitated and administered professional level maintenance on all equipment. -Organized and produced positive advertising relationships with local businesses.



Psychology Student Ambassador Program

• The Ohio State University

• Student Ambassador

  • May 2014 - Apr 2015

  -Worked on a team of 11 undergraduate Psychology major students. -Planned out all undergraduate Psychology department events with other ambassadors. -Helped with multiple groups of incoming first-year students with degree planning. -Helped lead other transfer students in one-on-one peer advising. -Worked on a team of 11 undergraduate Psychology major students. -Planned out all undergraduate Psychology department events with other ambassadors. -Helped with multiple groups of incoming first-year students with degree planning. -Helped lead other transfer students in one-on-one peer advising.



Psychopathology and Affective Sciences Lab

• The Ohio State University

• Research Assistant

  • Mar 2014 - Dec 2014

  -Organized and interpreted data from multiple studies. -Discussed and helped plan studies with graduate students in lab. -Helped run participants in different research experiments. -Organized and interpreted data from multiple studies. -Discussed and helped plan studies with graduate students in lab. -Helped run participants in different research experiments.



Teaching of Introduction to Psychology

• The Ohio State University

• Teaching Assistant

  • Jan 2014 - Dec 2014

  -Created multiple lectures covering introductory Psychology topics. -Created study guides based on all materials covered in the course. -Held regular office hours throughout all semesters. -Lead study guides for students from multiple Psychology classes. -Proctored exams. -Created multiple lectures covering introductory Psychology topics. -Created study guides based on all materials covered in the course. -Held regular office hours throughout all semesters. -Lead study guides for students from multiple Psychology classes. -Proctored exams.



Doubletree Guest Suites

• Downtown Columbus, OH

• Front Desk

  • Mar 2009 - Sep 2011

  -Created comfortable environment for all hotel guests with varying needs. -Established loyalty for numerous guests at hotel. -Handled guest registration and room assignments in fast paced environment. -Multi-tasked between check-ins, checkout, phone calls, and cash handling. -Created comfortable environment for all hotel guests with varying needs. -Established loyalty for numerous guests at hotel. -Handled guest registration and room assignments in fast paced environment. -Multi-tasked between check-ins, checkout, phone calls, and cash handling.



Canaan Orphanage

• Montrouis, Haiti

• Volunteer

  • Jun 2009 - Dec 2009

  -Administered malnutrition clinic for children ranging six months to six years old. -Taught coursework for adult students working towards their GED's. -Adapted my behavior to a new culture. -Administered malnutrition clinic for children ranging six months to six years old. -Taught coursework for adult students working towards their GED's. -Adapted my behavior to a new culture.



Red Roof Inn

• United States
• Hospitality
• 700 & Above Employee

• Night Audit Supervisor

  • Nov 2007 - Mar 2009

  -Maintained positive hotel experience at downtown hotel. -Supervised the hotel overnight as full time auditor. -Accounted for all hotel revenue and corrected any errors. -Maintained positive hotel experience at downtown hotel. -Supervised the hotel overnight as full time auditor. -Accounted for all hotel revenue and corrected any errors.



Hampton

• United States
• Hospitality
• 700 & Above Employee

• Front Desk/ Night Audit

  • Mar 2006 - Nov 2007

  -Welcomed guests from multiple backgrounds into the hotel -Balanced working both days and nights a both front desk and night audit -Juggled multiple tasks in an extremely fast paced downtown hotel -Valet parked cars in addition to responsibilities at front desk -Welcomed guests from multiple backgrounds into the hotel -Balanced working both days and nights a both front desk and night audit -Juggled multiple tasks in an extremely fast paced downtown hotel -Valet parked cars in addition to responsibilities at front desk