Pharmacy Lead Technician - Advocate Aurora Health - Chicago, IL
(2024-08)
Managed medication prior authorizations, appeals, and insurance determinations for Medicaid, Medicare, and commercial insurance plans.
- Collaborated with providers, pharmacies, payers, and clinical teams to resolve coverage barriers and facilitate medication access.
- Reviewed authorization requirements, denials, and approvals while ensuring compliance with payer guidelines.
- Performed medication reconciliation and maintained accurate documentation within Epic EMR.
- Assisted providers and clinical staff with medication-related inquiries and insurance requirements.
- Consistently maintained quality and productivity expectations in a fast-paced healthcare environment.
311/911 Telecommunicator/Dispatcher - City of Chicago, IL - Chicago, IL
(2023-06 - 2025-01)
Received and processed incoming 911 emergency and 311 non-emergency calls, assessing urgency and accurately prioritizing response needs
- Obtained critical information from callers under high-stress conditions, ensuring clear, calm, and effective communication
- Dispatched police, fire, and emergency medical services (EMS) units using Computer-Aided Dispatch (CAD) systems in accordance with established protocols
- Provided pre-arrival instructions to callers, including basic life-saving guidance when appropriate (e.g., CPR, safety instructions during emergencies)
- Entered, updated, and maintained accurate incident records and call logs for law enforcement and city service requests
- Coordinated with field responders and city departments to ensure timely and appropriate service delivery
- Handled a high volume of multi-line phone calls while maintaining accuracy, professionalism, and attention to detail
- Operated radio communication systems to relay information between field units and dispatch centers
- Demonstrated strong multitasking, critical thinking, and decision-making skills in fast-paced, high-pressure environments
- Maintained confidentiality of sensitive information in compliance with agency policies and public safety regulations
Contact Center Analyst Lead - Advocate Aurora Health - Chicago, IL
(2019-09 - 2024-07)
Lead daily contact center operations by providing oversight, direct support and management to team members, ensuring efficient workflow management, adherence to departmental procedures, achievement of performance goals and delivery of high quality customer service
- Supported patients, providers, and clinical teams throughout Illinois and Wisconsin during the Advocate Aurora Health-integration.
- Served as a resource for providers, office staff, and new employees regarding scheduling, registration, referrals, insurance verification, and Epic workflows.
- Trained and mentored new team members while assisting with call reviews, quality monitoring, and performance improvement initiatives.
- Managed a high-volume workload while meeting productivity expectations and service-level standards.
- Collaborated with clinical offices to update provider schedules, emergency closures, COVID-19 testing availability, flu testing communications, and operational messaging.
- Assisted patients and providers with appointment scheduling, registration updates, referral coordination, insurance verification, and provider communications.
- Participated in process improvement initiatives designed to improve patient access and operational efficiency.
PCT (Patient Care Technician)/Unit Secretary/Nursing Intern - Loyola Medicine - Chicago, IL
(2019-08 - 2022-03)
Provided patient support, registration, scheduling, clinical documentation assistance, and front office operations support within a hospital setting.
- Monitored and documented patient information in electronic database in compliance with hospital and HIPAA protocols
- Assisted nurses and Physicians with patient care task, specimen collection and other patient related task
Telemetry Technician/Unit Secretary - Holy Cross Hospital - Chicago, IL
(2016-08 - 2019-08)
Monitored cardiac telemetry systems and communicated rhythm changes to clinical staff
- Coordinated between physicians nurses and supporting departments
- Managed office operations including scheduling, patient registration, insurance verification, medical records, admissions, transfers and discharge support
