In my role as a Senior Customer Relations at CVS Pharmacy, I managed inbound calls supporting retail pharmacy stores, addressing escalations, natural disasters, and pharmacy inquiries. • Collaborated with field management, managers, and pharmacy management to provide assistance to callers.

- Assist in Escalation requests including DOI requests, social media complaint , and corporate requests. - Collaborate with Center of Excellence Premier Resolution Specialists in all departments in Accident & Health, Final Expense, Medicare Supplement , New Business, Policyholder Services, Underwriting and other entities in Aetna to complete requests.-Contact Policyholders, Providers, and other associated parties to aid with issues. -Determine errors in procedures, find solutions and forward coaching to supervisors regarding findings. -Participation in Claims, Compliance meetings

-Respond to incoming policyholder calls by providing claim information to policyholders. -Coordinate with Policyholder Service and Provider Relations to provide warm transfers to further assist. -Provide accurate documentation of every call received. -Claims Processing trained of Medicare Claim including Part A and Part B claims, paper claims.

-Work on a government contract for the Tennessee Army National Guard as Care Coordinator.-Review Soldier medical information in order to ascertain the medical status of injuries, illnesses, or diseases.-Assist case manager with processing medical board packets for service members -Aid in updating medical documentation of service members into system -Receive updates from Staff Sergeants on assigned service members including status and progress of medical review boards.

-Perform clerical and/or technical duties associated with medical records processes and procedures for Neurosurgeon practices -Respond promptly to patients and patient care teams with scheduling, following physician protocols and quickly resolve issues,cultivating strong patient medical relationships.-Register, schedule,and check in patients with accurate use ofAthena and Phressia electronic record system

Responsible for conducting health screening for COVID-19 symptoms.Screen visitors prior to entering hospital or entering medical floors or officesWork with hospitals staff to assist visitors with accessing patient floors Assist visitors by providing directions to locations within facility Provide educational information regarding PPE masks usage and COVID-19 symptoms

Responsible for conducting Temperature screening for COVID-19 symptoms at VUMC Monroe Carell Jr. Children’s Hospital and in addition to providing guest service to visitors and patients

Responsible for linkage, referral, advocacy and other case management services for each client. Work closely within the clinic,community, and healthcare industry to advocate for client’s needs Provide health education and life skills training to promote client beneficence Perform telephonic and in-person client care for a 80-100 workload.

• Assistance in research required for grant writing prospectus• Novice to proficient skills in technical grant writing that can meet Funding Opportunity Announcements(FOA) requirements