Stacy R. Williams
Angier,NC
Summary
Dedicated and client-focused healthcare professional with seven years of experience at Mercalis, consistently demonstrating growth and advancement within the company. Experienced in frontline support roles and Program Supervisor positions, I have honed my leadership, case management, and patient advocacy skills. I excel at building strong relationships with patients, providers, and team members, which enhances service delivery and ensures compliance. My expertise in problem-solving, conflict resolution, and workflow optimization drives efficiency and service excellence. Passionate about professional development and eager to continue leveling up within Mercalis, I leverage my expertise in team management, problem-solving, and process optimization to drive success.
Overview
7
7
years of professional experience
Work History
Program Supervisor
Mercalis
11.2023 - Current
- Conduct daily audits to ensure accuracy and compliance
- Maintain state compliance regulations and oversee adherence
- Manage a team, track key performance indicators (KPIs), and generate reports
- Assign and prioritize tasks, overseeing project progress
- Monitor Service Level Agreements (SLA) to maintain service quality
- Assist in training new hires and conducting interviews for program expansion
- Lead and support a team by providing guidance, motivation, and performance monitoring
- Facilitated regular weekly team meetings and bi-weekly 1:1 sessions with my agents going over monthly metrics.
- Managed documentation and compliance for patient reimbursement requests, verifying claims and processing approvals
- Oversaw staff training and development programs, ensuring employees were equipped with the skills needed to excel in their roles.
- Demonstrated strong leadership skills under challenging circumstances, effectively managing team dynamics during periods of transition or high-stress environments.
Temp Escalations Supervisor
Mercalis
06.2023 - 11.2023
- Managed all escalation tickets and ensured timely resolutions
- Maintained and updated claims tickets while monitoring processing timelines
- Handled escalated calls with patients, providers, and pharmacies, ensuring customer satisfaction
- Assisted in resolving high-priority issues and supported team members in escalations
- Ensured timely issue resolution while maintaining quality service standards
Care Coordinator Team Lead
TrialCard, Inc.
05.2022 - 11.2023
- Act as a liaison between team members, speciality pharmacies, healthcare providers and management
- Resolve escalated patient, pharmacy, and provider concerns with professionalism
- Conduct team meetings, report updates, and implement problem-solving strategies
- Submit, review and update tickets in reference to rebates, add funds and exceptions
- Used company software and databases to maintain records of services performed and patient conditions.
Customer Service Representative
Qualfon Data Services
09.2021 - 02.2023
- Provided Medicare health insurance support, including claims processing and policy inquiries
- Assisted customers with a warm, professional approach to resolve concerns
- Maintained detailed records of customer interactions and resolutions
- Educated patients on the type of insurance coverage they have
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
Care Coordinator
TrialCard
12.2021 - 05.2022
- Assisted patients with copay assistance programs to ensure medication affordability
- Act as a liaison between team members, management, and external stakeholders
- Resolve escalated patient, pharmacy, and provider concerns with professionalism
- Conduct team meetings, report updates, and implement problem-solving strategies
Support Coordinator
TrialCard
08.2019 - 12.2021
- Ensured accurate processing of requests while maintaining compliance
- Assisted patients with enrollment and financial assistance programs, ensuring they received necessary medication coverage
- Worked closely with pharmacies, providers, and insurance companies to resolve medication access issues
- Educated patients on program benefits, copay reductions, and alternative assistance options
- Delivered exceptional customer service, addressing patient inquiries with empathy and efficiency
Intake & Triage Coordinator
TrialCard
07.2018 - 08.2019
- Entered and verified patient information in databases with high accuracy
- Reviewed documentation to ensure compliance with healthcare regulations
- Managed patient enrollments, reimbursements, and inquiries
- Served as the first point of contact for patients, healthcare providers, and pharmacies enrolling in copay assistance programs to ensure medication affordability
- Collected and verified patient information, ensuring all documentation was accurate and complete before processing enrollment requests
- Assessed patient eligibility for financial assistance based on program guidelines and communicated next steps for approval
- Triaged incoming inquiries, directing urgent cases to appropriate departments to expedite medication access
- Assisted patients with understanding their benefits, navigating insurance coverage challenges, and resolving barriers to medication affordability
- Maintained compliance with HIPAA regulations, handling sensitive patient data with accuracy and confidentiality
- Used internal systems to track patient applications, update records, and ensure seamless coordination between support teams and pharmacies
Education
Associate Degree In Business
Everest University Online
Orlando, FLHigh School Diploma -
Triton High School
Erwin, NC05.2004
Skills
- Patient Assistance
- Team Leadership
- Performance Monitoring
- Conflict Resolution
- Problem-Solving
- Customer Relations
- Healthcare Compliance
- Regulations
- SLA Monitoring
- KPI Monitoring
- Data Entry
- Documentation
- Microsoft Office Suite/ SharePoint
- Excel/Word
- Remote Access
- Strong Communication
- Organizational Skills
- Operational leadership
- Staff training and development
Additional Contacts
Stacy Williams, journee1114@icloud.com, 910.709.6542, 66 Flowing River RD, Angier, NC, 27501
Timeline
Program Supervisor
Mercalis
11.2023 - Current
Temp Escalations Supervisor
Mercalis
06.2023 - 11.2023
Care Coordinator Team Lead
TrialCard, Inc.
05.2022 - 11.2023
Care Coordinator
TrialCard
12.2021 - 05.2022
Customer Service Representative
Qualfon Data Services
09.2021 - 02.2023
Support Coordinator
TrialCard
08.2019 - 12.2021
Intake & Triage Coordinator
TrialCard
07.2018 - 08.2019
Associate Degree In Business
Everest University Online
High School Diploma -
Triton High School
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