Program Specialist
Posted on: 2011-01-12
EMPLOYMENT HISTORY Covance, Inc. San Diego, CA 05/15/2006- 12/03/2010 Program Specialist (09/2008-12/2010) - Responsible for handling escalated user request - Completing Daily Project Reports - Responsible for keeping the AE/Pregnancy Report current - Conduct training for new employees and for new services or products as needed. - Provide informal mentoring to Program Representatives and Program Specialist when appropriate - Assist co-workers with questions, issues, and escalations - Approve Admin Screenshots - Assist with Project Trainings - Responsible for the daily Siebel AE data check - iPLEDGE Subject Matter Expert - Conduct outbound calls per project specifications - Conduct insurance verification to confirm patient benefits and perform case management to identify insurance and alternative funding sources per program specifications - Screen and process patient assistance applications by determining eligibility and making outbound follow up calls as needed. - Update computer systems on patient enrollment, denials, approvals, payment processing, withdrawals, shipments, and caller requests per program specifications - Respond to inbound inquiries regarding PAP operations and request - Help patients or providers access the product they need by responding to phone, fax, web, and e-mail request from customers, who include physicians and their staff, hospital staff, pharmacists, patients, family members or friends of patients, distributors, and clients. - Facilitate the prior-authorization process on behalf of customers. - Assist with claim support services - Manage difficult customers and customer complaints. - Address and resolve customer issues involving customers in decision making process to ensure that their needs are being considered. - Ensure high quality work is delivered and performance measures are met. Program Representative (05/2006-08/2008) - Responsible for supporting several ITC programs - Conduct outbound surveys - Large data entry - Provide clear and accurate information to inbound requests - Report and data-check non-compliance issues - Answered all inbound inquiries correctly TLC Staffing Program Representative at Covance (12/2005 –05/2006) Time Warner Cable San Diego , CA 02/2004–12/2005 Technical Support Agent (01/2005 – 12/2005) - Provide customers via telephone and in person with clear and accurate information - Provide assistance to customers who are experiencing digital cable television, internet service, and digital telephone difficulties - Dispatched troubled techniciansCustomer Service/ Sales Representative (02/2004 – 01/2005) - Large cash handling - Sold cable television, high speed internet service, digital home television services and products - Assisted in quality assurance and of training new employees - Front desk representative - Issued and collected equipmentSan Diego Union Tribune San Diego, CA 3/2002-10/2003Printer Person (10/2002 -10/2003) - Responsible for the delivery of all 13 distribution centers - Ensured all materials and mail were distributed to the circulation department and subscriber services - Responsible of mailing out all 13 distribution center’s paychecks - Keyed all incoming mail in regards to vacation stops and restarts - Registered all written compliments or complaintsSubscriber Services Representative (03/2002- 10/2002) - Managed inbound calls to emphasize problem resolution - Help promote customer retention - Ensured quality assurance - Carrier performance reports - Dispatched carriers for re-delivery of missed or wet papers - Scheduled continuing newspaper deliveries and patient vacation times to stop delivery. EDUCATION General Education San Diego City College San Diego , CA Completion of Medical Terminology Certified Medical Laboratory Assistant Certified Administrative Medical Assistant Certified Nurse’s Assistant Home Health Aide Certified Phlebotomist Regional Occupation Program San Diego , CA THERAPEUTIC EXPERIENCE Rheumotoid Arthritis Severe Nodular Acne Postmenopausal Osteoporosis Chronic Renal Failure Chronic Kidney Disease Secondary Hyperparathyroidism Chemotherapy Induced Anemia Colorectal Cancer Idiopathic Thrombocytopenic Purpura MEMBERSHIPS/AWARDS Time Warner’s Employee of the Month 2001 Time Warner’s Top Seller Award 2005 Covance Mentoring Program 2007 Covance Employee of the Quarter for Customer Service October 2007 Covance Bravo Award for Team Player October 2008 Covance Mentonring Program 2009 Member of CMA Third Annual Pre Leadership Development Program 2010