Marilyn Pickens

Versatile and results-driven professional with more than 15 years of experience supporting healthcare operations, customer service, clinical research, and business administration. Proven ability to build strong relationships, resolve complex issues, coordinate multiple priorities, and deliver exceptional service in fast-paced environments. Extensive background working with patients, customers, physicians, sponsors, and business stakeholders while maintaining compliance, accuracy, and professionalism.

Recognized for strong communication, leadership, organizational skills, and commitment to delivering high-quality service.

Patient Service Representative at CVS Health (2025-11 – Present)

• Deliver exceptional patient service by addressing healthcare-related inquiries, concerns, and service requests.
• Respond to high-volume inbound calls while maintaining professionalism and accuracy.
• Verify patient information and update records within company systems.
• Assist patients with healthcare resources, appointment scheduling, and account inquiries.
• Maintain HIPAA compliance and safeguard confidential information.
• Research and resolve complex customer concerns while ensuring customer satisfaction.
• Collaborate with healthcare professionals and internal departments to provide effective solutions.
• Consistently meet quality, productivity, and service performance expectations.

Customer Service Representative at Conduent Healthcare (2024-01 – 2024-09)

• Managed customer inquiries and service requests in a high-volume healthcare call center environment.
• Provided accurate information and timely solutions while maintaining customer satisfaction.
• Maintained detailed customer records through accurate documentation and data entry.
• Demonstrated strong problem-solving skills to resolve customer concerns efficiently.
• Built positive customer relationships through effective communication and professionalism.

Owner/Manager at Pickens Cleaning Company (2022-04 – Present)

• Direct daily business operations, including staffing, scheduling, budgeting, and customer service.
• Recruit, train, and mentor employees while fostering a positive work environment.
• Manage client relationships and ensure consistent service quality standards are met.
• Implement operational improvements to enhance efficiency and customer satisfaction.
• Monitor workplace safety and compliance with company policies.

Clinical Trials Coordinator at St. Jude Children's Research Hospital (2008-09 – 2022-04)

• Coordinated clinical research studies and maintained compliance with Good Clinical Practice (GCP) guidelines.
• Served as a liaison between physicians, sponsors, investigators, and research participants.
• Managed study documentation, scheduling, reporting, and regulatory requirements.
• Coordinated sponsor visits, investigator meetings, and study-related activities.
• Assisted in the development and implementation of Standard Operating Procedures (SOPs).
• Supported the successful execution of multiple clinical trials while ensuring data integrity and regulatory compliance.

Bachelor of Arts in Business Administration – Management of Technology – Stayer University (2012)

Associate Degree in Business Administration – Management – National College of Business & Technology (2009)