Ruby Lennox-Eason Email & Phone Number

Lee Summit

Lee Summit

Lee Summit

Serves as primary liaison to the Specialty Pharmacy Benefit management vendor and specialty pharmacy to resolve issues related to fulfillment of specialty drugs. Researches and assists with resolution of member issues. Assist Pharmacy CST in preparing and distributing medications. Maintain Patient Records on High Dollar Specialty Medications. Provide Nursing Approvals for Infused and Injectable Specialty Medications. Maintain Updates for New FDA Oncology Drugs. Also serve as a back up the Radiology Contract Coordinator, and the Quality Clinical Coordinator.

Independence Missouri

Monitored all Customer Service Representative Calls on a daily basis to evaluate, proper phone etiquette, and the level of knowledge and training skills displayed by our customer service team. A quality assurance system was used to support meeting the needs of customers as well as to evaluate the effectiveness of our Customer Service Team. It is very important to obtain customer feedback to assist with the evaluating on each CSR. All CSR’s, were provided an evaluation forms on their performance.

Independence

Served customers by providing benefit and service information; resolving any service problems. Documents all call details. Maintains customer records by updating specific dates when call was received. Resolved problems, customer's complaint; by determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution. Recommends potential or services to management by collecting customer information and analyzing customer needs. Contributes to team effort by accomplishing related results as needed. All Customer Service Representatives must provide product knowledge, quality focus, problem solving, documentation skills, listening, phone skills, resolving conflict, analyzing information, as well as having the ability for multi-tasking.