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Work Background
AmgenManager, Business Capabilities
Jan. 2024
AmgenManager, Patient Access & Reimbursement
May. 2022 - Jan. 2024
PaydhealthOperations Manager
Dec. 2019 - Apr. 2021Dallas/Fort Worth Area
Lash GroupOperations Manager
Nov. 2014 - Nov. 2015Frisco, TXAccountable for program quality and compliance with standard operating procedures for the customer service department. • Supports compliance with all appropriate policies and regulations.
• Assists in the process of selection, training and performance management for the Operations.
• Coaches, counsels and sets goals for team coordinators and help develop them for career progression.
• Defines and designs functional requirements for the Error/Keying Resolution process. • Defines, identifies, and participates in the design of any reports, processes or tools needed to support the error resolution process.
• Directs the workflow, motivates, trains and monitors the performance of customer service associates involved in the order keying process to ensure accurate and timely deliveries. • Monitors work processes and makes suggestions for modifications in order to increase and improve productivity, efficiency and accuracy for the purpose of improving costs; implements changes as directed or needed.
• Responsible for the defining and executing the work plan, and works with stakeholders to define a long-term roadmap.
• Translates and oversees organizational strategies for assigned goals
• Establish and maintain strong working relationships with customers (internal/external), clients, and team members
• Builds effective teams for long term business growth
• Participates in new client business launches for new programs
• Focuses on project implementation for program development and process improvement
• Proactively identifies program issues and proposes ways in which to address their concerns.
• Oversee and implement successful new program launch in DFW for Operations.
• Managed a team of 74 associates, and support operational client requests and reporting.
• Supports on-call for client and all proactive response for the program.
ICS - AmerisourceBergenCustomer Service Operations Manager
Oct. 2012 - Nov. 2014• Accountable for program quality and compliance with standard operating procedures for the customer service department. • Supports compliance with all appropriate policies, CSRA, SSAE16/SOX procedures, safety rules and DEA regulations.
• Assists in the process of selection, training and performance management for the Customer Service Center associates in the department.
• Coaches, counsels and sets goals for supervisors and team leads to help develop them for career progression.
• Defines and designs functional requirements for the Error/Keying Resolution process. • Defines, identifies, and participates in the design of any reports, processes or tools needed to support the error resolution process.
• Directs the workflow, motivates, trains and monitors the performance of customer service associates involved in the order keying process to ensure accurate and timely deliveries. • Monitors work processes and makes suggestions for modifications in order to increase and improve productivity, efficiency and accuracy for the purpose of improving costs; implements changes as directed or needed.
• Responsible for the defining and executing the work plan, and works with stakeholders to define a long-term roadmap.
• Translates and oversees organizational strategies for assigned goals
• Establish and maintain strong working relationships with customers (internal/external), clients, and team members
• Builds effective teams for long term business growth
• Participates in new client business launches for new programs
• Focuses on project implementation for program development and process improvement
• Proactively identifies program issues and proposes ways in which to address their concerns.
• Oversee and implement successful new client launches for Title/Operations clients
• Currently manage a team of 35 associates, and support 50+ Title/Operations clients
• Supports on-call/emergency orders for all clients and all proactive response for the 3PL/Title model programs.
ICS - AmerisourceBergenCustomer Service Operations Supervisor
Oct. 2010 - Oct. 2012• Accountable for program quality and compliance with standard operating procedures for the customer service department. • Supports compliance with all appropriate policies, CSRA, SAS70/SOX procedures, safety rules and DEA regulations.
• Assists in the process of selection, training and performance management for the Customer Service Center associates in the department.
• Coaches, counsels and sets goals for associates to help develop them for career progression.
Defines and designs functional requirements for the Error/Keying Resolution process. Defines, identifies, and participates in the design of any reports, processes or tools needed to support the error resolution process.
• Directs the workflow, motivates, trains and monitors the performance of customer service associates involved in the order keying process to ensure accurate and timely deliveries. Monitors work processes and makes suggestions for modifications in order to increase and improve productivity, efficiency and accuracy for the purpose of improving costs; implements changes as directed or needed.
• Responsible for the defining and executing the work plan, and works with stakeholders to define a long-term roadmap.
• Translates and oversees organizational strategies for assigned goals
• Proactively identifies program issues and proposes ways in which to address their concerns.
• Oversee and implement successful new client launches for 3PL/Title model clients
• Currently manage a team of 15 associates, and support 100+ 3PL/Title model clients
• Supports on-call/emergency orders for all clients and all proactive response for the 3PL/Title model programs.
AmerisourceBergen - ICSQuality Supervisor
Mar. 2010 - Oct. 2010• Managed the quality records for the Customer service department, reviewed for accuracy, completed investigations for the Title and 3PL teams, worked closely with the both distribution centers, and other departments to resolve outstanding service failures. • Determined root cause analysis and worked with the quality department to report trends that required further intervention to meet the needs of the business.
• Coordinated the training plan with the Title and 3PL teams to ensure training was completed and scheduled as needed for the transitions of the teams. • Handled the call monitoring for the Title and 3PL teams
AmerisourceBergen - ICSPerformance Supervisor
Jul. 2009 - Mar. 2010• Oversee performance for the client services team, qualitative monthly associate performance scorecards, call monitoring forms, SAS70 compliance for keying returns, monitor keying errors, and track and trend patterns for improvement.
• Identify areas for improvement and work to develop coaching/training to become more efficient in area of focus.
• Developed and working with the lead team to launch customer service platforms that will allow associates to obtain certifications at their current overall performance level, develop a career path, and have a goal to work towards.
• Complete on the spot one-on-one coaching/mentoring sessions for associates that have areas of for immediate improvement, and instruct training classes for continued improvement.
• Manage the relationship between client services and two of our highly visible clients.
Lash GroupSenior Operations Manager
Jan. 2008 - Jan. 2018Frisco, Texas• Accountable for overall program quality and compliance procedures
• Currently manage a team of 140 seasonal/FTE associates, 10 team coordinators, 3 program managers, and support the client Amgen.
• Directs the workflow, motivates, trains and monitors the performance of customer service associates involved in the order keying process to ensure accurate and timely deliveries.
• Defines, identifies, and participates in the design of any reports, processes or tools needed to support the error resolution process.
• serves as the primary liaison between company and client; lead client meetings; field client questions and requests; interpret client needs and develop appropriate action plan; work with management team to monitor, assess and identify strategies to improve program processes, services, systems and analysis; and provide internal advocacy for client.
• identify staffing needs and working with HR to recruit appropriate staffing; serve as the interface for cross functional activities; working with team management to design programs to maintain high motivation among team members; establish goals for the team; conducts performance reviews of management team; provides training and mentoring to team members and conducts career development discussions; Hold regular meetings with team and one-on-one meetings with managers; Provide coaching and guidance to leaders and partner with Human Resources in the resolution of associate relations issues.
• Collaborates across various groups (i.e. IT, PMO, NBD) on program projects, new service line implementations, database updates, UAT for all scenarios.
• Suggest and implement process improvement enhancements
• Establish and maintain strong working relationships with customers (internal/external), clients, and team while building effective teams for long term business growth
•Responsible for contractual obligations for the client and make sure all SLA’s, KPI’s, and goals are met
AmerisourceBergen - ICSBiller II
Jan. 2008 - Jul. 2009• Billed all claims to secondary payers for medications
• Billed all Co-pay Assistance programs and work closely with foundations to make sure patients receive the assistance they need.
• Loaded fee schedules and update pricing matrices, run manufacture reports and invoice accordingly.
• Completed the monthly profitability report analysis and work closely with all 9 branches to ensure accuracy.
• Resolves billing or service complaints and refers grievances to designated departments for investigation.
Chronic Disease FundPatient Care Specialist
Sep. 2007 - Jan. 2008• Inbound/Outbound calls with patients in need of co-pay assistance
• Enrolled patients in the assistance programs, obtained demographics and insurance information.
• Worked closely with pharmacies that dispense medications to the patients to ensure they receive exceptional customer service.
• Guided patients that needed additional assistance that CDF didn’t offer to other programs that might be able to assist them.
Ivpcare - OTN pharmaceuticals servicesQuality Assurance Analyst
Apr. 2007 - Sep. 2007• Responsible for assisting implementation and maintaining overall quality control and quality assurance programs for IVPCare/OTN.
• Analyzed data gathered, developed information and considered available solutions or alternative methods of proceeding.
• Identifies the needs for and assisted with the development of training documentation.
• Worked closely with Dawson’s logistics to oversee the timely delivery of medication, and intervened with solutions to packages that were misrouted or delayed.
• On call for IVP/OTN specialty services after 7pm on weekdays and on the weekends. Triaged all after hours calls.
Ivpcare - OTN pharmaceuticals servicesPatient Care Representative III
Apr. 2004 - Apr. 2007• Inbound/Outbound call handling, trained to verify insurance (major medical and pbm), handle donor patients, handle new prescriptions for the Central region, trained to handle escalated patient calls.
• Handled the WIN pbm, supervise nights and Saturdays, handled oncology, infertility, and specialty disease states.
• Responsible for making sure patients receive exceptional customer service when placing orders for medications.
• Developed strong relationships with patients and applied specific guidelines within our insurance/managed care contracts to patient orders. Able to read and communicate insurance coverage clearly. Understood that patient needs and guaranteeing delivery of company’s commitment to excellence.
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