Al Martinez Email & Phone Number

Florence, Al, Us

United States

I bring a professional and compassionate demeanor to ensure exceptional customer service. Specializing in patient engagement, I liaise with healthcare providers to schedule visits, conduct follow-ups, and handle patient registrations. Proficient in healthcare insurance verification and EMR systems, I consistently uphold a 100% quality score, demonstrating my commitment to delivering outstanding patient experiences and contributing to heightened satisfaction levels.

United States

Provided compassionate and empathetic support to patients and caregivers, prioritizing their needs throughout the treatment process. Delivered flexible education tailored to their communication preferences and partnered with distribution teams to ensure clear understanding of product dispensing. Managed patient intake and onboarding, maintaining comprehensive case histories in the CRM system to effectively track patient data.Drove patient engagement through proactive outreach, providing excellent customer service and efficiently addressing inquiries. Ensured compliance with procedures and policies while responding to patient and healthcare provider inquiries. Additionally, I supported team members and collaborated with sales teams for pre-call planning and follow-up with prescribing partners.

Monitored inbound and outbound calls to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures.

United States

As a Patient Engagement Coordinator, I proactively contacted patients to introduce and coordinate the Medication Therapy Management Program (MTM). I efficiently scheduled MTM Pharmacist appointments, verified health plan benefits, and responded to patient inquiries with precision. Recognized for outstanding quality scores, I assumed additional responsibilities, including the evaluation and monitoring of patient engagement coordinator calls. As an Assistant Trainer for our team, I developed and implemented training programs to improve team performance and ensure adherence to best practices. My commitment to accurate documentation and exceptional patient communication not only contributed to achieving optimal outcomes but also played a pivotal role in enhancing team efficiency and achieving departmental recognition.

Researched and diagnosed end user or system issues by performing local and remote testing and partnered with internal/external support to help find resolutions.

United States

Supervised a team of customer service representatives in a call center environment, managing daily operations to ensure high-quality service delivery and a positive work environment. Trained, motivated, and evaluated team members to meet performance targets. Fostered open communication and teamwork, while monitoring performance against goals while providing constructive feedback.Key responsibilities included developing training programs, coaching new hires, and conducting ongoing development activities. Ensured adherence to protocols and quality standards through call monitoring and addressed performance issues promptly. As a point of escalation for complex customer issues, I provided solutions efficiently and made informed decisions under pressure to maintain service quality.