Terah MacInnes
New Albany,IN
Summary
Dynamic Senior Patient Care Coordinator at OptumRx with expertise in healthcare management and compliance monitoring. Proven track record in enhancing patient satisfaction through effective communication and critical thinking. Skilled in Excel for data tracking and documentation, while fostering team collaboration to drive employee engagement and streamline processes.
- As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
- Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.
Overview
8
8
years of professional experience
Work History
Senior Patient Care Coordinator
OptumRx
08.2021 - Current
- Assisted in coordinating patient Medication Deliveries, Prior Authorizations, and regularly communicated with fulfillment teams, ensuring quick and efficient use of resources.
- Maintained accurate documentation of patient interactions, contributing to seamless information flow.
- Managed approximately 50 incoming and outbound calls per week while maintaining high quality assurance and handle time metrics.
- Regularly handled and proceeded REMS medications, while collaborating with drug manufactures to ensure correct disbursement of medications.
- Selected to represent team on Employee engagement committee; collaborated on employee recognition, wellness, and team building programs.
- Handled multiple projects relating to AI integration in medication set up an delivery, Specialty Cystic Fibrosis medications, Patient assistance programs with drug manufacturers, and data collection outreach.
- Managed complex service requests, utilizing Excel software to track interactions and follow-ups.
- Trained new team members on company policies and best customer service practices for improved performance.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Customer Service Representative
Teleperformance USA
02.2019 - 03.2020
- Resolved customer inquiries efficiently, ensuring high satisfaction levels and fostering loyalty.
- Collaborated with cross-functional teams to streamline processes and enhance service delivery standards.
- Analyzed customer feedback to identify trends and recommend improvements for service enhancements.
- Implemented quality assurance measures, ensuring adherence to company standards in all customer interactions.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Participated in training programs to enhance product knowledge and customer service skills.
Pharmacy Technician
Chewy Pharmacy
02.2018 - 02.2019
- Managed medication inventory and ensured accurate stock levels through regular audits.
- Compounded medications according to prescriptions while adhering to safety protocols and guidelines.
- Collaborated with pharmacists to verify prescriptions, ensuring accuracy and compliance with regulations.
- Stocked, labeled, and inventoried medication to keep accurate records.
- Enhanced pharmacy workflow by assisting pharmacists with medication dispensing, labeling, and packaging.
- Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
- Counted and labeled prescriptions with correct item and quantity.
- Restocked pharmacy shelves with current merchandise to drive consistent peripheral sales.
Education
Associate of Science - Nursing
Ivy Tech Community College of Indiana
Sellersburg, IN06-2028
Skills
- Healthcare management
- Scheduling coordination
- Compliance monitoring
- Customer service
- Attention to detail
- Critical thinking skills
- HIPAA compliance
- Verbal and written communication
- Claims processing
- Patient documentation
- Medical terminology
- Patient outreach and Follow-up
- Proficient in Excel
Timeline
Senior Patient Care Coordinator
OptumRx
08.2021 - Current
Customer Service Representative
Teleperformance USA
02.2019 - 03.2020
Pharmacy Technician
Chewy Pharmacy
02.2018 - 02.2019
Associate of Science - Nursing
Ivy Tech Community College of Indiana