Lynnette C. Email & Phone Number

* Managed 80-125 incoming phone calls in a fast paced call center environment remotely regarding prescription refills and utilizing call auxiliary statuses to indicate availability to answer calls.* Clearing prescription refill requests in real time from incoming calls, and electronic prescription refill faxes from pharmacies within Athena EMR.* Rotation schedule for on and off phone work; rotate working pharmacy electronic fax requests (off phone work), and incoming calls for Rx refill requests (on phone work).* Handle prior authorizations through CoverMyMeds, scheduling and/or rescheduling patient appointments through Athena EMR. * Using Salesforce to chat with patients’ through patient portal service/app about medication and appointments as well.

* Working from home in a quiet environment handling customer service calls and inquiries. Delegating daily workflow.* Researching and performing verification of health insurance carriers utilizing carrier’s web portal, outbound calls to carriers, and fax request.* Providing accurate and complete data input, complete prescription intake process including verification of insurance coverage.* Aided physician’s offices through the prior authorization and appeals, research financial assistance options for patients through copay cards, foundations, and assistance programs.* Led prescription processing and delivery with dispensing pharmacies, regulated and triage high volume of customer service phone calls enhancing customer satisfaction.* Handled up to 30-80 customer interactions daily via phone, email, and live chat, maintaining a 77% satisfaction rate.* Assisted customers with product inquiries, service issues, and billing questions, providing clear and accurate information.* Collaborated with cross-functional teams to resolve escalated issues and ensure prompt resolutions.* Tracked and logged interactions in CRM systems to ensure proper documentation and follow-ups.* Trained and mentored new hires in best practices and effective communication.

New Lenox, Illinois

* Working different office locations answering phones, scheduling appointments, checking patients in/out, collecting co-pays or past due balances.* Insurance verification/authorizing insurance, prior authorizations, calling patients for reminder appointments, etc.* Document patient care information and ensures timely and accurate completion of patient care records in accordance with policies and procedures.* Introduced a new customer feedback system that improved client satisfaction scores by 25% and decreased response times by 50%.

Olympia Fields, Illinois

Sauk Village, Il

* Traveling to various Walgreens locations resolving customer issues and answering questions to ensure a positive customer experience.* Enter insurance policy number, group number, address, telephone numbers, patient billing data, and clinical data.* Assisted Lead Pharmacist in generating prescription orders, taking prescriptions over the phone and in person.* Verified patient insurance for accurate financial transactions. Duties include inventory control, answering phone calls from customers, and or doctor offices, stocking shelves, and data entry.* Automated routine data entry tasks, cutting down processing time by 60% and freeing up 15 hours per week for strategic activities.

Rosemont, Il

* Provided technical and non-technical support for EKG/ECG monitors.* Processed refunds, cancellations, and account changes while maintaining a professional demeanor.* Contributed to a 85% improvement in response time by optimizing email templates and chat responses.* Participated in weekly team meetings to discuss customer feedback and potential service improvements.

Certificate, Medical Billing And Coding

Certificate, Medical/Clinical Assistant

Medical Assistant, EKG, Medical Billing & Coding, and Phlebotomy, Medical Administrations

High School Diploma