Charlene Bryan Email and Phone Number

· Promotion to Biogen team, specialized in an infusion therapy for patients with Multiple Sclerosis· Ensuring HIPAA laws and patient confidentiality is always met· Conducting outbound follow-up calls to patients undergoing the infusion therapy and assessing their needs are met through asking a series of questions designed by the client· Navigating through SalesForce interface and accurately documenting contents of each call· Actively listening for patients reporting an “adverse event” to the medication, and properly reporting the event to the client· Promotion to ASPN transfer team, tasked with assigning specialty therapies to filling pharmacies· Evaluating received prescriptions and triaging said prescriptions to specialty pharmacies based on specific credentials (ex: patient’s insurance plan, medication specifications, pharmacy specifications)· Accurate and detailed note taking on every task done and call received· Transferring inbound calls to designated teams or in-house clinicians · Outbound calls to filling pharmacies to get status updates on prescriptions we have triaged out and updating our patient portal to reflect that information· Ensuring HIPAA laws and patient confidentiality is always met· High volume inbound/ outbound call center on Prugen team, assessment of dermatology prescriptions· Ensuring HIPAA laws and patient confidentiality is always met· Navigating through the patient portal and accurately documenting each task completed· Assessing inbound calls from patients regarding their prescriptions· Gathering and verifying patient’s pharmacy benefit information, and running claims through patient’s insurance · Calling insurance companies on behalf of the patient to verify member’s plan information when needed or requested· Assessing calls from doctors to check prescription statuses or provide prescription clarifications

· Call center environment· Performed background verifications for applicants’ current and prior employment and educational endeavors, and conducted reference interviews· Completed these tasks via outbound calls, faxing, emailing, mailing, and by utilizing automated systems· High volume, security-intensive environment with a daily quota of 120 worked-on components

· Creating positive experiences for incoming customers· Managing cash control and making bank deposits every night· General maintenance and ensuring new promotions and new products are properly displayed

· Answering phones and emails promptly to maintain effective communication· Working with other departments such as lab staff, billing, or drivers to ensure lab services and results are provided to clients by their promised turnaround time· Training newer sales assistants, being a resource of information, and to delegate tasks efficiently· Maintaining communication with sales team (10 or more at a time) and their schedules to ensure all details for upcoming meetings with potential/ current clients are correct· Creating and providing marketing materials to sales team to support sales efforts· Client visits: specimen collecting, “on-boarding” for new accounts, assisting with sales meetings· Maintaining and distributing reports which display figures concerning received sample counts· Effective communication with sales team and staff assisting them with their needs· Outreach to potential clients to confirm upcoming sales meetings and specifics· Gathering and shipping supplies to clients when needed· Coordinating with UPS and FedEx to ensure timely deliveries, specimen pick-ups are in place · Distribution of test results to clients via fax, online portal, & mail within a promised 48-hour TAT while also maintaining patient confidentiality and HIPAA

· Promotion from Assistant Supervisor to Supervisor- May 2012 – June 2014· Promotion from Team Member to Assistant Supervisor – April 2007- May 2012o Employee management of a team of ~30 employees o Cash control, knowledge of POS register systems, inventory assessment and restaurant upkeep