Summary
Overview
Work History
Education
Skills
Timeline
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Anna Hancock

Raytown

Summary

Dynamic and results-driven professional with extensive experience at Lincare, excelling in prescription fulfillment and customer service. Proven ability to enhance customer loyalty through effective troubleshooting and prompt issue resolution. Skilled in HIPAA compliance and fostering team collaboration, consistently achieving high service quality and patient satisfaction.

Productive Team Lead with proven track record of excellent customer service and consistent results. Possesses excellent communication skills, professional attitude and keen attention to detail. Dedicated to using latest technologies and processes to deliver highest level of efficiency.

Overview

20
20
years of professional experience

Work History

Lead Pharmacy Associate

Lincare
07.2019 - Current
  • Increased customer loyalty by addressing concerns promptly and professionally, ensuring their satisfaction with pharmacy service
  • Expedited prescription processing by accurately entering data into the pharmacy management system, minimizing wait times for patients.
  • Established and maintained patient profiles, updating organizational database with current information.
  • Answered incoming phone calls and addressed questions from customers and healthcare providers.
  • Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality.
  • Provided exceptional customer service, fostering positive relationships with both new and returning patients at the pharmacy counter.
  • Assisted in training new team members on standard operating procedures to ensure consistent quality of service across the entire team.
  • Handled advanced issues with calm, knowledgeable and professional approach.
  • Responded to team support questions quickly to maintain call center efficiency.
  • Ensured high-quality service by monitoring calls, providing feedback, and coaching team members on areas for improvement.
  • Improved customer retention rates by addressing escalated issues promptly and professionally, ensuring positive resolution for both parties involved.
  • Motivated employees to increase productivity and maximize service quality with hands-on leadership style.
  • Evaluated individual agent performance regularly, identifying areas for improvement and creating targeted action plans accordingly.
  • 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.
  • Promoted teamwork among pharmacy staff, fostering a collaborative environment for improved productivity.
  • Maintained compliance with all federal and state regulations related to pharmaceutical operations, ensuring accurate record-keeping and documentation practices.
  • Reviewed and verified customer information and insurance provider information.
  • Collected co-payments or full payments from customers.

Customer Service Manager

Walmart
12.2007 - 07.2019
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Reduced customer complaints, proactively addressing issues and implementing effective solutions.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
  • Balanced cash drawers at the end of each shift, ensuring accuracy in financial reporting.
  • Resolved customer complaints professionally, maintaining a positive brand image and fostering customer retention.
  • Led opening and closing procedures and conducted cashier drops, cash control and vault monitoring.

Call Center Representative/Loan Officer

CWB Services
08.2008 - 07.2010
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
  • Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
  • Identified upselling opportunities to increase revenue generation.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Streamlined loan processing procedures by implementing efficient document management systems.
  • Enhanced customer satisfaction by providing timely and accurate information on loan products and services.
  • Evaluated loan requests and documents to verify accuracy and completeness.
  • Processed loan applications and monitored progress from start to finish.

Receptionist

Steve’s Trash Service
01.2006 - 03.2007
  • Resolved customer problems and complaints.
  • Handled cash transactions and maintained sales and payments records accurately.
  • Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
  • Responded to inquiries from callers seeking information.
  • Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
  • Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
  • Handled sensitive information with discretion while maintaining strict confidentiality standards.
  • Cultivated positive relationships with clients through professional demeanor and excellent interpersonal skills.
  • Organized, maintained and updated information in computer databases.
  • Collected payments, processed transactions and updated relevant records.
  • Tracked important information in QuickBooks spreadsheets and ran reports or generated graphs using data.

Education

Washburn Rural Highschool
Topeka, KS

Skills

  • Effective troubleshooting skills
  • HIPAA regulations knowledge
  • Prescription fulfillment
  • Insurance eligibility assessment
  • Proficient in pharmacy software
  • Ensuring confidentiality in patient care
  • Efficient data input
  • Order accuracy assessment
  • Payment processing
  • Addressing customer concerns promptly
  • Effective team collaboration
  • Service excellence

Timeline

Lead Pharmacy Associate

Lincare
07.2019 - Current

Call Center Representative/Loan Officer

CWB Services
08.2008 - 07.2010

Customer Service Manager

Walmart
12.2007 - 07.2019

Receptionist

Steve’s Trash Service
01.2006 - 03.2007

Washburn Rural Highschool

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Anna Hancock