Customer Experience Supervisor at TelyRx (2023-08 – Present)
Worked directly under the Customer Experience Director, I helped mentor and train 15+ associates.
- Pioneered, alongside members of the IT team and leadership to design initial website, and retained responsibility for it's continuous feedback based on patient and practitioner feedback.
- Assisted an average of 100+ patients per day via phone, email, chat, and messaging platforms while maintaining a high standard of accuracy and empathy.
- Achieved a 98% customer satisfaction (CSAT) score and a 4.9 star review rating on Google by providing personalized, efficient, and compassionate support.
- Improved response times by 30% through effective prioritization and management of high-volume patient communications and systems improvements
- Assisted patients with medication questions, orders, account concerns, and service-related issues, helping ensure a seamless healthcare experience.
- Successfully resolved complex patient concerns by identifying appropriate solutions and collaborating with pharmacy and internal support teams.
Patient Registrar at BayCare Health System (2018-06 – 2023-06)
- Registered and checked in patients accurately and efficiently while providing a welcoming, compassionate customer experience.
- Verified patient demographics, insurance coverage, identification, and eligibility to ensure accurate medical and billing records.
- Collected and documented copayments, deductibles, and other required payments in accordance with organizational policies.
- Scheduled appointments and coordinated patient information with clinical staff to support efficient patient flow.
- Obtained required consent forms, completed registration documentation, and maintained compliance with HIPAA and patient privacy standards.
- Updated electronic health records (EHR) with accurate demographic, insurance, and contact information.
- Assisted patients with questions regarding registration, insurance, appointments, and facility procedures.
- Resolved registration and insurance discrepancies by coordinating with patients, insurance providers, and internal departments.
- Managed high-volume phone calls and in-person patient interactions while prioritizing urgent needs and maintaining attention to detail.
- Collaborated with physicians, nurses, clinical staff, and other departments to ensure a smooth and efficient patient experience.
Pharmacy Technician at Walgreens (2013-03 – 2018-06)
- Processed prescriptions accurately to ensure patient safety and compliance with regulations.
- Assisted pharmacists in medication management, enhancing workflow efficiency and customer satisfaction.
- Maintained inventory control by monitoring stock levels and placing orders for pharmaceuticals.
- Educated patients on medication usage and potential side effects to promote adherence and understanding.
- Was promoted to Lead Pharmacy Tech after being discharged from Air Force
Pararescue at United States Air Force (2015-06 – 2017-12)
- Conducted personnel recovery and rescue operations in high-risk, remote, and hostile environments.
- Provided advanced emergency medical care, trauma treatment, and life-saving interventions during rescue missions and training exercises.
- Executed airborne, waterborne, mountain, and arctic operations using specialized rescue techniques and equipment.
- Collaborated with multidisciplinary teams to plan, coordinate, and execute complex rescue and recovery missions.
- Operated effectively under high-pressure conditions while making critical decisions to ensure mission success and personnel safety.
- Received Honorable Discharge upon being awarded the Purple Heart medal
Customer Service Associate at Walgreens (2011-01 – 2013-03)
- Assisted customers with product inquiries and resolved issues efficiently.
- Processed transactions accurately using point-of-sale systems.
- Maintained inventory levels through regular stock checks and replenishment.
- Educated customers on promotions and loyalty programs to enhance engagement.
