Martavious Shields Email & Phone Number

Nashville, Tennessee, United States

Adjudicates insurance claims to determine copay and refill dates for all prescriptions.Works Refill Too Soon, Insurance Follow-Up, and New Adjudicate queues in Zendesk.Prepares Prior Authorizations, when necessary.Gathers all pertinent information into one ticket to set the Onboarding Team up for a successful customer call.

Nashville, Tennessee, United States

Responsible for day-to-day operations of a team of associates in a call center and monitors productivity/performance standards.Oversees call volume to ensure service standards are met.Conducts hiring, training, and evaluation of staff.Responsible for team’s adherence to corporate attendance and employment policies.Works with the Call Center Manager to develop policies, procedures and the business work plan for the team.Recognizes and recommends operational improvements

Nashville, Tennessee, United States

Clearly communicates with internal and external customers. Effectively communicates to and receives information from different departments and areas of the business.Responds positively to situations requiring cooperation, courtesy and tact.Performs self-monitoring for individual calls to ensure customers’ needs are met Support the parts mission statement to ensure that the “Right” part is delivered at the “Right” time to the “Right” locationCaptures customer complaints according to the customer complaint process Job Knowledge, Metrics and Business Results: Understands the job requirements and customer’s needs.Demonstrates knowledge and skill by successfully completing assignments in a timely manner.Internal Customer Satisfaction (Individual) Individual Quality Monitoring Team SLA Proficiency Measurement Performs complete and accurate entry of data in the customer databaseAdheres to all documented customer service processes Ensures customer orders meet regulatory procedures and guidelines

Memphis Metropolitan Area

Handle inbound calls and e-mail inquiries simultaneously to assist with Accredo app and web support.Work with other operational departments to research and resolve prescription order status details within performance guidelines.Researched issues utilizing systems and other available resources while maintaining production standards.Utilize strong verbal and written communication skills.

Memphis, Tennessee, United States

Process eligibility requests according to departmental procedures.Quality check hard copy and audit phone requests to ensure accuracy and exceptional customerservice and forward to supervisors as needed for review.Provide expert assistance to team members with issues needing technical expertise.Provide on the job training for new or existing team members.Contact client for clarification for hard copy requests.Support cross-functional departments in resolution of eligibility issues(claims, call center, account management, mail service)Complete other projects and additional duties as needed.

Nashville, Tennessee, United States

Handle inbound and outbound member, provider and physician calls. Answering questions relatedto pharmacy benefits while maintaining productivity standards and performance guarantees whereapplicable.Work with other operational departments to research and resolve mail order claims issues and respondto members within performance agreement guidelines.Maintain accurate and complete documentation of all inquiries in order to continuously improve thecustomer service process and reduce potential legal concerns.Identify and escalate in a prudent manner, concerns received from patient and or clients so thatcorrective action can be pursued and expedited to take care of their needs.Responsible for good housekeeping techniques, adhering to quality and production standards whilecomplying with applicable company, state, and federal safety.Other duties as needed