Emily Underwood
Indianapolis
Summary
Dynamic social work professional with extensive experience and a commitment to making a meaningful impact in diverse roles. Proven expertise in client assessment, crisis intervention, and case management, complemented by a strong focus on team collaboration and results-driven outcomes. Highly adaptable to evolving needs, with a reputation for empathy, exceptional communication skills, and effective problem-solving capabilities. Passionate about fostering positive change and empowering individuals through dedicated support and advocacy.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Senior Investigator
Indiana Department of Insurance
10.2022 - Current
- Reviewed policy documentation for accuracy, ensuring alignment with regulatory requirements and best practices.
- Led complex insurance investigations, ensuring compliance with state regulations and industry standards.
- Managed cases from initiation to resolution, maintaining thorough documentation and reporting standards.
- Implemented process improvements that streamlined investigations, reducing turnaround time for case closures.
- Participated in ongoing professional development opportunities related to the field of investigation keeping up-to-date on current trends and techniques.
- Maintained detailed records on all investigations conducted, ensuring accuracy and adherence to legal requirements.
- Assisted legal teams in preparing litigation materials based on well-documented evidence gathered during investigations.
- Updated documents, prepared reports, and maintained case files.
- Collected, analyzed and interpreted information, documentation, and physical evidence associated with investigations.
Lead Pharmacy Technician, CPhT
CVS Pharmacy
03.2007 - 10.2022
- Supervised daily pharmacy operations, ensuring compliance with safety regulations and best practices.
- Trained and mentored junior pharmacy technicians on medication dispensing protocols and inventory management.
- Implemented process improvements to enhance medication delivery efficiency and reduce errors.
- Collaborated with pharmacists to optimize patient care through accurate medication therapy management.
- Managed inventory control systems, ensuring optimal stock levels and minimizing waste.
- Assisted in developing training materials for new staff to ensure consistent understanding of procedures.
- Led team meetings to discuss workflow efficiencies, addressing challenges, and sharing best practices.
- Supervised up to 10 pharmacy technicians and coordinated day-to-day assignments.
- Helped maintain a clean and organized workspace for optimal efficiency during high-volume periods.
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Promoted teamwork among pharmacy staff, fostering a collaborative environment for improved productivity.
- Stocked, labeled, and inventoried medication to keep accurate records.
- Resolved non-routine issues like third-party billing, computer system, and customer service issues.
- Maintained and updated patient records, prescription information and patient data in accordance with HIPAA regulations.
- Consulted with insurance company representatives to complete claims processing, resolve concerns, and reconcile payments.
- Helped pharmacist clear problematic prescriptions and address customer questions to keep pharmacy efficient.
- Maintained compliance with all federal and state regulations related to pharmaceutical operations, ensuring accurate record-keeping and documentation practices.
Member Services Representative
Arete Pharmacy Network
04.2017 - 02.2020
- Provided exceptional customer service, resolving member inquiries and issues effectively.
- Assisted in developing training materials for new service initiatives.
- Implemented process improvements to streamline member onboarding procedures.
- Mentored junior staff on best practices for member interaction and service delivery.
- Handled escalated calls professionally, mitigating concerns effectively while maintaining excellent rapport with clients.
- Established strong relationships with members to foster loyalty and trust, contributing to a high retention rate.
Customer Service Representative
H. D. Smith, LLC
04.2015 - 03.2017
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Managed order processing using company-specific software to ensure timely fulfillment.
- Maintained accurate records of customer interactions and transactions for data integrity.
- Trained new team members on company policies and best practices in customer service.
- Collaborated with cross-functional teams to enhance service delivery processes and customer satisfaction.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Telenurse Intake Specialist
Springfield Clinic
03.2015 - 09.2015
- Job Description: Triage incoming calls for the Telenurse department. This is the afterhours's line for all of the physicians in the Springfield Clinic and Memorial Physicians Group and requires use of multiple systems to pull patient information and verify information on file as well as enter the reasons for the call. Based on the call type it gets sent to the triage system or emergency calls are directed directly to a nurse. This required me to work quickly, accurately and remain calm during stressful situations.
Pharmacy Technician
St. Johns Hospital
05.2014 - 02.2015
- Dispensed medications accurately and efficiently to ensure patient safety.
- Assisted pharmacists in preparing and labeling prescriptions for distribution.
- Trained new pharmacy technicians on operational procedures and best practices.
- Enhanced pharmacy workflow by assisting pharmacists with medication dispensing, labeling, and packaging.
- Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
- Promoted patient confidentiality by adhering to HIPAA regulations when handling personal information during transactions.
- Counted and labeled prescriptions with correct item and quantity.
- Assisted in maintaining a clean and organized work environment, ensuring compliance with safety regulations.
- Increased overall pharmacy productivity by restocking supplies, organizing shelves, and maintaining cleanliness according to standards.
- Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality.
- Maintained proper drug storage procedures, registries, and records for controlled drugs.
- Supported inventory management initiatives through accurate record-keeping of received shipments and expired medications for disposal purposes.
Education
High School Diploma -
Riverton High School
Riverton, Il05-2008
Associate of Applied Science - Human Services
Ivy Tech Community College of Indiana
Indianapolis, IN05-2027
Skills
- Collaborative teamwork
- Interviewing skills
- Team development
- Investigation skills
- File management
- File preparation
- Compassionate
- Client advocacy
- Social services
- Efficient under pressure
- Attention to detail
- CPR, first aid, AED
Certification
- National Pharmacy Technician Certification (PTCB)
- Indiana Pharmacy Technician License
Timeline
Senior Investigator
Indiana Department of Insurance
10.2022 - Current
Member Services Representative
Arete Pharmacy Network
04.2017 - 02.2020
Customer Service Representative
H. D. Smith, LLC
04.2015 - 03.2017
Telenurse Intake Specialist
Springfield Clinic
03.2015 - 09.2015
Pharmacy Technician
St. Johns Hospital
05.2014 - 02.2015
Lead Pharmacy Technician, CPhT
CVS Pharmacy
03.2007 - 10.2022
High School Diploma -
Riverton High School
Associate of Applied Science - Human Services
Ivy Tech Community College of Indiana