Experience

Highrise Consulting, Inc.

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Service Desk Analyst

  • Aug 2020 - Present

  Provide functional customer service and technical assistance to the Federal grants life cycle for the National Institutes of Health (NIH) electronic Research Administration (eRA) user community by managing requests for technical support of interactive transactions for the receipt, review, monitoring, and administration of grant awards to users worldwide for the NIH Office of Extramural Research (OER) administration and partner agencies. Provide technical support for customers utilizing the eRA Commons interface for submission tracking, review, and grant management via phone using Cisco Finesse Thoroughly document each call while maintaining accurate information and timely updates via the BMC Footprints ticketing system o Complete tickets with proper ticket categorization Triage problems, provide accurate resolutions, and escalate trends to business team liaisons and management Develop best practices, make process improvement recommendations Advocate the customer’s best interest Understand and act on priority issues



Option Care Health

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

• Customer Support Advisor

  • Feb 2018 - Aug 2020

  Assist in the set up and distribution of medication, equipment and supplies. Support the intake department on new patient referrals, helping to ensure the accuracy of information collected. Keep current on medication, equipment and supply coverage criteria, including billing and diagnosis codes. Communicates coordination of care information with team members, patients/caregivers, referral sources and home health agencies. Assist in performance of physical inventory as requested. Maintain organized file system for document tracking and patient management/follow up. Order DME and medical supplies in a cost effective manner and communicate basic function of equipment and proper use. Ensure compliance with any applicable State and/or Federal laws, accrediting requirements and company policies. Maintain confidentiality of patient information. Complete Company mandated and position specific training assignments timely and according to policy. Work independently on other projects as assigned. Managed client records Assisted customers with a warm and professional attitude Resolved customer information and complaints Answered general questions Responded to claim inquiries



Lash Group

• United States
• Pharmaceutical Manufacturing
• 700 & Above Employee

• Reimbursement Specialist

  • Jul 2017 - Jan 2018

  Manage inbound calls and make outbound calls related to setting up medication orders Documenting all calls inbound/outbound and describng accurately what occured while assisting patient/ Doctors/ insurance companies. Assist patients with setting up Patient Assistant Program cases. Assist with activating manufacture copay cards. Working with medical providers, patients, and other pharmacy staff to ensure patients receive their medication in a timely manner Receive and resolve issues over the phone & route appropriately. Place outbound calls to patients, insurance companies and/or doctors’ offices Enter new and/or refill prescriptions accurately and coordinate deliveries Collect and enter insurance and benefit data Assist with administrative and operations duties as-needed Conduct benefit investigations for manufacture companies



Cardinal Health

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

• Pharmacy Technician

  • Sep 2015 - Jun 2017

  Manage inbound calls and make outbound calls related to setting up medication orders, working with medical providers, patients, and other pharmacy staff to ensure patients receive their medication in a timely manner Receive and resolve issues over the phone & route appropriately, including troubleshooting of claim issues Place outbound calls to patients, insurance companies and/or doctors’ offices Enter new and/or refill prescriptions accurately and coordinate deliveries Collect and enter insurance and benefit data Collect payment for medications Assist with administrative and operations duties as-needed Conduct benefit investigations for manufacture companies Trained new hires on how to run test claims, entering new prescriptions, processing refills, proper phone etiquettes, how to manage day to day life in heavy inbound/outbound call center Reviewed calls to ensure correct information is being received by the patients/manufactures/Dr offices/insurance companies