Najma Lawson
Porterdale
Summary
Versatile customer service representative with a background in healthcare as a registered and licensed pharmacy technician. I have held my license for 5 years with a proven track record and success in building strong relationships with patient's and clients. Detail-oriented with a commitment to maintaining high quality assurance. I understand the crucial importance of implementing empathy when necessary and maintaining professional etiquette at all times. I am proficient in Microsoft office software and up to date on healthcare policies and standards in the workplace. I thoroughly enjoy working with the public, problem-solving and providing assistance in my field of expertise to everyday people.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Centralized Pharmacy Liaison
Shield's Health Solutions
07.2021 - Current
- Serve as a patient care representative for all specialty medication-related inquiries pertaining to formulary tiers, prior authorizations, formulary exceptions, and cost-sharing
- Patient outreach/ onboarding new patient's to our care model. Answering each call in a professional and timely manner. Actively responding to emails and clinical staff messages within the EMR throughout the day. Accurately documenting each call interaction within Salesforce.
- Adhering to HIPPA Law and regulations at all times
- Informing patient's of prior authorization status/ denials
- Communicating with junior staff to complete benefits investigations and submit PA appeals
- Promote patient adherence to medication regimens through consistent follow-up and education.
- Navigating multiple systems at once including insurance plans and accurately billing the appropriate insurance (includes-coordination of benefits for patients with more than one payer, understanding overrides, codes, and manual billing)
- Staying informed on current medication availability and assisting patients with copayment assistance methods, from copayment cards or programs to foundation or grant support
- Engage with Providers to coordinate prescription refills and renewals within EMR
- Engage with pharmacy team members to coordinate prescription fulfillment and coordinate delivery for specialty medications
Pharmacy Technician
Publix Pharmacy-Covington, GA
06.2019 - 07.2021
- Assisting the needs of the pharmacist, fulfilling my duties which include but were not limited to completing the prescription intake process, data entry, verifying & processing insurance, filling medications, contacting prescribers, answering incoming calls and maintaining the front desk with professional etiquette.
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
- Worked prior authorization claims and adjudication.
- Cleaned equipment at the end of each work day.
- Volunteered to assist spreading awareness and signing people up for free vaccines that we offered at the time to fellow young adults within my community.
Administrative/Customer Service
Randstad-Covington, GA
06.2016 - 04.2019
- While working as a CSR for Randstad, I worked independently from home providing customers assistance with the management of their accounts for various healthcare sub-contractors
- Answering calls using Talkdesk within call center environment. I found that expressing empathy and assessing the account thoroughly allowed me to assist the customer with ease also proved to be a success, increasing my 1 day resolution status.
- Adhering to HIPPA regulations
- Processed secured payments
- Documented each call interaction accurately
- Always maintaining professional etiquette when discussing prudent information or troubleshooting technical issues for the customer.
- Worked well in a team setting, providing support and guidance.
- Ensured customers were properly transferred to the correct department if in fact I could not assist.
Education
High school diploma - General Studies
Duluth High School
Duluth, GAAssociate of Applied Science - Health Administration
Gwinnett Technical College
Lawrenceville, GA05-2028
Skills
- Effective team collaboration
- Experience with EMR implementations
- Detail-oriented
- Client relations management
- Experience upselling
- Insurance verification
- HIPAA compliant
- Healthcare documentation practices
- Patient outreach/ onboarding
- Knowledge of clinical terminology
- Proficient in Microsoft systems
Certification
- Pharmacy Technician License
- Registered Pharmacy Technician with GA Board of Pharmacy
Timeline
Centralized Pharmacy Liaison
Shield's Health Solutions
07.2021 - Current
Pharmacy Technician
Publix Pharmacy-Covington, GA
06.2019 - 07.2021
Administrative/Customer Service
Randstad-Covington, GA
06.2016 - 04.2019
High school diploma - General Studies
Duluth High School
Associate of Applied Science - Health Administration
Gwinnett Technical College
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