Efficiently processed escalated concerns for medical claims and prescription drug orders via phone, email, and chat while maintaining professionalism and empathy. Liaised between providers, insurance companies, and patients to expedite orders and resolve any issues or discrepancies. Provided exceptional customer service by maintaining a 92% one-call resolution rate consistently ensuring patient satisfaction. Set clear expectations, monitored phone calls, and provided feedback to assist 15+ agents with pursuing optimal paths to achieve metrics. Coordinated with other departments to gather necessary information and resources for the successful resolution of escalated cases.

Served as the first point of contact to patients calling to order their prescriptions for home delivery and processed those orders. Kept meticulous records of all relevant documentation within the EMR system for easy access by healthcare providers. Consulted with physicians, colleagues, and supervisors to ensure highest level of patient care. Supported pharmacy''s financial goals by accurately processing patient payments, insurance claims, and assisting customers with various billing inquiries. Safeguarded patient privacy by maintaining strict adherence to HIPAA regulations during all interactions.

Streamlined front desk operations for increased efficiency, managing phone calls and directing visitors to appropriate departments. Provided backup support for administrative tasks during peak periods or staff absences, exemplifying teamwork and versatility. Managed visitor sign-in process efficiently, ensuring proper documentation for security purposes while minimizing wait times for guests.