Mix & Stirred

Customer service professional with 12+ years of experience, including healthcare, pharmacy, and Pharmacy Benefit Management (PBM) environments. Experienced supporting members, patients, and pharmacies through high-volume service interactions involving insurance, pharmacy benefits, prescription needs, account-specific requests, portal troubleshooting, and problem resolution. Strong communicator with experience documenting interactions, entering and reviewing sensitive information, navigating multiple computer systems, and explaining complex healthcare information clearly and compassionately.

Promoted from Customer Service Representative I to Customer Service Representative II at ProCare Rx. Brings a patient-centered approach, strong attention to detail, professionalism, and the ability to multitask while maintaining accuracy and confidentiality.

Customer Service Representative II at ProCare Rx (2026-03 – Present)

• Provide phone-based customer service to members and pharmacies within a Pharmacy Benefit Management (PBM) environment.
• Handle member questions and profile-specific requests involving insurance, pharmacy benefits, prescription needs, and account information.
• Review member information across multiple systems to accurately identify concerns and determine appropriate next steps.
• Assist pharmacies with insurance processing questions and prescription-related issues.
• Assist with prior authorization-related inquiries and benefit processes according to established procedures.
• Process or assist with appropriate benefit overrides based on member, plan, and system requirements.
• Troubleshoot member and pharmacy portal issues and provide clear guidance through available resources.
• Communicate sensitive healthcare and insurance information clearly, professionally, and respectfully.
• Research and resolve customer concerns while escalating issues appropriately when additional assistance is required.
• Accurately document member interactions, research performed, actions taken, and resolutions.
• Protect confidential member and healthcare information while following established privacy and compliance requirements.
• Manage multiple customer needs and systems while maintaining accuracy, professionalism, and service quality.

Customer Service Representative I at ProCare Rx (2024-09 – 2026-03)

• Provided phone-based customer service to members and pharmacies regarding insurance, pharmacy benefits, prescription processing, and account-specific concerns.
• Assisted members with profile-specific requests and explained benefit and insurance information in an understandable manner.
• Supported pharmacies with insurance processing questions and helped troubleshoot prescription-related issues.
• Assisted with prior authorization-related requests, benefit inquiries, and applicable overrides according to established procedures.
• Researched account and benefit information across multiple systems to identify and resolve customer concerns.
• Troubleshot portal and system-access issues and guided members and pharmacies through available resources.
• Documented customer interactions and actions accurately while maintaining confidentiality.
• Used active listening, empathy, and de-escalation skills to address customer concerns and provide professional service.
• Successfully progressed from Customer Service Representative I to Customer Service Representative II.

Pharmacy Support Specialist at Good Pill Pharmacy (2023-09 – Present)

• Provide patient-facing support related to prescriptions, medication access, pharmacy services, and healthcare resources.
• Assist patients with navigating pharmacy processes and identifying available resources for medication access.
• Coordinate medication orders and verify prescription information for accuracy and completeness.
• Communicate with patients, healthcare providers, and pharmacy staff to clarify information and resolve questions.
• Maintain accurate patient and prescription information while handling confidential healthcare information.
• Identify barriers affecting medication access and communicate concerns to appropriate pharmacy or healthcare personnel.
• Explain healthcare and pharmacy processes clearly to patients who may be unfamiliar with available services.
• Manage multiple patient needs and administrative responsibilities while maintaining accuracy and service quality.

Patient Navigator / Healthcare Support at Patient Navigation / Healthcare Support (2019-01 – 2023-12)

• Guided patients through healthcare systems, insurance information, available resources, and healthcare processes.
• Served as a liaison between patients, healthcare providers, and support organizations to help resolve barriers to care.
• Provided individualized support to patients navigating complex healthcare services and coverage-related questions.
• Communicated sensitive healthcare information appropriately while maintaining patient privacy and confidentiality.
• Used active listening, research, and problem-solving skills to identify appropriate resources and next steps.
• Maintained accurate patient information and documentation to support continuity of service.
• Built trusting relationships with patients through compassionate communication and reliable follow-through.

Customer Service / Customer Support at Multiple Industries (2011-01 – 2019-12)

• Provided customer service in fast-paced environments requiring professionalism, accuracy, communication, and timely problem resolution.
• Handled customer questions and concerns while identifying appropriate solutions and next steps.
• Used active listening and de-escalation techniques when assisting frustrated or dissatisfied customers.
• Maintained accurate customer information and completed documentation and data-entry activities.
• Adapted quickly to changing procedures, systems, and customer needs.
• Trained and supported new employees on customer service procedures and service expectations.

High School Diploma / GED – Grayson High School (2010-01)

Pharmacy Technician Coursework in Pharmacy – Purdue University (2025-01)