Nyalah Lawrence
Charlotte,NC
Summary
Dedicated and experienced intermediate medical professional with a strong foundation in patient care and healthcare administration. Proficient in delivering compassionate and effective medical support, while also contributing to the smooth operation of healthcare facilities. Skilled in medical record management, patient assessment, and assisting healthcare providers in diagnostics and treatment. Committed to upholding the highest standards of patient safety and confidentiality. Seeking opportunities to further develop clinical expertise while contributing to the healthcare team's success.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Copay Support Specialist
POPULUS GROUP
10.2023 - Current
- Cross-trained and provided backup support for organizational leadership.
- As a proactive Data Entry Representative, meticulously input and verify numerical data with a focus on achieving a 98% accuracy rate.
- Conduct rigorous audits of entered data, cross-referencing against source documents and utilizing percentage-based validation techniques.
- Navigate multiple software platforms, databases, and online tools to retrieve and record information.
- Liaise with insurance specialists to verify coverage and resolve claims issues; all the while collaborating with pharmacies to coordinate prescription fulfillment.
- Champion compliance with data privacy regulations by implementing stringent confidentiality measures, ensuring a 100% adherence to organizational policies. Safeguard sensitive information with a meticulous approach to confidentiality.
Certified/Licensed Pharmacy Technician
CVS Pharmacy
03.2021 - 03.2023
- Facilitated bottles or packaging with measured medication amounts manually or mechanically
- Implement workflow improvements, reducing wait times for patients by 30% and increasing the daily prescription fill rate by 15%
- Assist in quality control and compliance audits, achieving a 100% compliance rate during routine inspections
- Maintain optimal stock levels by reducing expired medications to less than 2% and achieving a 98% accuracy rate in managing inventory counts
- Document and report adverse events promptly, contributing to a 20% reduction in medication errors within the pharmacy
Data Entry and Sales Service Rep
Dynata Call Center
03.2019 - 11.2020
- Maintain a customer satisfaction rating of 90% or higher through post-interaction surveys, addressing concerns promptly, and ensuring a positive customer experience
- Investigated customers' needs based on sales calls and face-to-face meetings
- Manage an average of 80 inbound and outbound calls per day, adhering to a 95% adherence to call schedule and maintaining an average call duration of 8 minutes or less
- Maintain detailed records of customer interactions with a 100% accuracy rate in documentation for future reference
- Reviewed and updated records with details of customer interactions and transactions
Prior Authorization Specialist
Medical Service Company
06.2018 - 10.2020
- Perform claim adjudication and auditing duties such as prior authorizations, billing and eligibility checks
- Requiring outbound calls to patients
- Partner with technicians and pharmacists to ensure that new patients are successfully onboarded to exact care
- Respond to and resolve an average of 30 technical support tickets per day, maintaining a 95% resolution rate within the agreed-upon service level agreements (SLAs)
- Successfully diagnose and resolve technical issues remotely, achieving an 80% first-call resolution rate, reducing the need for on-site visits by 25%
- Monitor and maintain network and system uptime, achieving a 99.9% uptime rate, minimizing disruptions for remote workers
Education
Bachelor of Science (B.S.) - Exercise Physiology
WInston-Salem State University
Winston Salem, NC07.2020
Skills
- Issue troubleshooting
- Data entry and management
- Transcription
- Call logging
- Medical Terminology
- Complaint resolution
- Account updating
- Record maintenance
- Anatomy and physiology
Certification
- CPhT - Certified Pharmacy Technician
Timeline
Copay Support Specialist
POPULUS GROUP
10.2023 - Current
Certified/Licensed Pharmacy Technician
CVS Pharmacy
03.2021 - 03.2023
Data Entry and Sales Service Rep
Dynata Call Center
03.2019 - 11.2020
Prior Authorization Specialist
Medical Service Company
06.2018 - 10.2020
- CPhT - Certified Pharmacy Technician
Bachelor of Science (B.S.) - Exercise Physiology
WInston-Salem State University
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