Michaela Beach Email & Phone Number

United States

● Handle escalation responses via email and phone calls.● Assist with special projects across the program.● Travelled to Lewisville, TX for client interaction meetings to aid in system processes.● Completed developmental trainings to enhance performance within position.● Conduct meetings to discuss patient journey and status updates with assigned Specialty Pharmacy.● Create Specialty Pharmacy transfer reports on a weekly basis.● Resolve patient and/or provider questions and concerns regarding status of their request for assistance.● Ability to identify, document and submit Adverse Events during customer interaction.● Ensure effective resolutions are enforced to de-escalate complex issues.● Obtain and enter accurate benefit information into designated systems to positively impact account processing.● Monitor system accounts for new Patient cases.● Answer requests from doctors and/or patients checking on status of case.● Conduct customers to confirm approval/denials of coverage, co-pays, patient assistance programs and verification of specialty pharmacy that will dispensing their medication.● Support field team members as required on case updates and inquires.● Assist team members on case inquiries and questions.● Obtained opportunity to work with employees inside the company to discuss career development.● Train oncoming new hires.

United States

● Ability to be a part of the program during the launch journey.● Obtain and enter accurate benefit information into designated systems to positively impact account processing.● Resolve patient and/or provider questions and concerns regarding status of their request for assistance.● Ability to identify, document and submit Adverse Events during customer interaction.● Process all patient applications in accordance with compliance rules and regulations.● Collaborate internally with team members regarding patients’ cases.● Make all necessary outreaches to complete patient accounts in entirety.● Schedule initial shipments within a timely manner with health care representatives.

United States

● Led a team of thirty employees as a Specialty Team Leader for the Merck Patient Assistance Program (PAP).● Traveled to Cary, NC for two weeks to help recruit the first remote team of thirty employees for Re-enrollment training.● Identified areas of opportunity and implemented best practices for driving both efficiency and process improvement.● Served as the liaison with the pharmacy regarding shipment errors.● Assisted with multiple system migrations (email, phone, network domain) for over 250 employees.● Conducted job interviews for Re-enrollment season.● Worked extended hours during busy peak seasons to provide additional assistance with heavy workload, as needed.● Acquired Super User privilege for helping with special projects across the company.● Monitored phone, medication, and shipment queues and created status reports.● Audited case work, documentation, phone calls, shipments, and performance reviews.● Ability to provide training to specific project assigned individuals.● Facilitated training classes for Adverse Events and Product Quality Complaints.● Provided training for new hires (in person and virtually).● Troubleshooted minor system problems; entered helpdesk tickets if needed.● Established an extensive network of relationships with health care providers and patients to ensure needs were met and medication was scheduled to be received in a timely manner.

United States

Served as the liaison with the pharmacy regarding shipment errors.● Ability to provide training to specific project assigned individuals.● Served as a Case Manager for the Patient Assistance team.● Served as a Patient Care advocate, coordinating delivery of shipments for assigned patient accounts, including Physician offices and patient home deliveries.● Established an extensive network of relationships with health care providers and patients to ensure needs were met and medication was scheduled to be received in a timely manner.● Maintained responsibility for building an extensive network of professional relationships with internal and external customers. Focused on resolving product and shipping issues by effectively communicating with management and health care providers (when needed).● Collaborated with cross-functional departments to execute objectives.● Created training resources and system shortcuts for efficiency across the program.

United States

● Successfully and quickly solved a variety of issues for clients regarding medication requirements and patient journey with one call resolution.● Thoroughly documented notes/task/procedures with meticulous details.● Thorough explanation to patients and medical doctor offices regarding refill process.● Managed inbound calls from patients and medical doctor offices.● Refilled different medications through multiple systems.● Made follow up calls to medical doctor offices regarding patients’ next treatments.● Established extensive network of relationships with health care providers and patients to ensure needs were met and medication was scheduled to be received in a timely manner.● Provided knowledge regarding processes, policies, procedures.● Focused on ensuring daily activities aligned with the organization’s internal policies and external compliance regulations.● Maintained responsibility for building an extensive network of professional relationships with internal and external customers. Focused on resolving product and shipping issues by effectively communicating with management and health care providers (when needed).