Experience

Accredo - An Express Scripts Company

• Hospitals and Health Care
• 300 - 400 Employee

• Senior Operations Manager

  • Feb 2021 - Present

• Operations Manager - Specialty Rare Diseases

  • Mar 2018 - Feb 2021

• Program Manager - Specialty Rare Diseases

  • Dec 2016 - Mar 2018

  ● Worked with internal and external business leaders across the enterprise to plan, design, implement and execute program requirements while interfacing daily with Senior Leadership.● Proactively identified program risks and interdependencies, quantified potential level of disruption, and established mitigating actions.● Primary contact for resolution of daily service issues presented by the account management team and various client service team representatives.● Utilized leadership input and feedback to provide ongoing strategic direction.● Served as liaison between client, program team members, business partners and Senior Leadership.● Reported issues, delays and/or developments that may impact the success of the overall program.● Tracked program progress to clearly inform and articulate updates, deliverables, key milestones and potential risks.

• Operations Supervisor

  • Sep 2007 - Dec 2016

  ● Managed a specialized team of client specific agents that have training geared specifically towards the benefit, plan design and service provided to high profile highly sensitive clients.● Managed productivity of client specific customer service agents to ensure that client service level agreements were maintained.● Served as the primary contact for resolution of daily service issues presented by the account management team and various client service team representatives.● Worked closely with account management teams and the client to develop and implement work plans and strategies for client issues that are a result of service failures. Coordinated call center efforts and engaged other departments as needed in order to meet the expectations of the client.● Managed action items on Client Service Recovery Action Plans for highly sensitive clients. Provided regular updates to senior management on progress.● Managed team that increased overall member satisfaction surveys to over 95% in 2010 resulting in $12 million dollar renewal contract.

• Customer Service Lead

  • Apr 2006 - Sep 2007

  ● Assisted both customer service representatives and certified pharmacy technicians with questions and issues that arose with regard to team processes and procedures.● Handled escalated/irate patient calls to completion/resolution.● Assisted in the monitoring of team daily workflow, phone availability, daily shipment volume, average speed of answer, after hours messages, and also various team queues.● Assisted in the research of information needed to resolve external non-conformance cases and reliability issues.● Supported the training department by providing additional training and hands on demonstrations of team processes and procedures.● Conducted side-by-side assessments of current employees when requested by supervisors to determine areas where additional training is needed.● Acted as a repository for the immediate and accurate recall of team processes and procedures.

• Customer Service Representative

  • Nov 2001 - Apr 2006