Madeleine Church

Madeleine Church 100 Signature Way, Apt. 812 Hampton, VA 23666​|- Experience September 2018 - November 2018 CVS Health, Virginia Beach, VA​ - Quality Assurance Associate ● I monitored calls that took place between pharmacy help desk agents and health care professionals. While monitoring these calls for accuracy, I ensured that agents were following ​HIPAA (Health Insurance Portability and Accountability Act of 1996)​ guidelines. ● I maintained a database of 60 agents in Microsoft Excel in order to track each of their performance and attendance. ● I regularly communicated with management via Skype and email regarding agents’ performance. October 2017 - September 2018 CVS Health, Virginia Beach, VA​ - Tier 2 Assistline Agent and Subject Matter Expert ● I assisted Tier 1 pharmacy help desk agents with their calls, teaching agents how to operate computer systems and understand insurance policies so that they could better assist the healthcare professionals they were speaking with. ● I entered codes into multiple systems that Tier 1 was not authorized to enter. ● As a Subject Matter Expert I supervised over 100 agents at a time, providing assistance where needed and taking supervisor calls. December 2016 - September 2018 CVS Health, Virginia Beach, VA​ - Tier 1 Pharmacy Help Desk Agent ● I provided assistance to healthcare providers via telephone while problem solving and navigating multiple computer systems. ● I Identified the proper point of action with various types of insurance conflicts. These conflicts often dealt with various codes, reimbursement information, billing information, formulary lists, claim reversals, and pharmacy networks. ● I understood how to calculate fills and quantities using plan utilization rates and plan limitations. ● I entered codes into multiple systems allowing rejected claims to pay. ● I thoroughly and accurately documented all information into multiple systems. ● I performed these actions in a fast-paced call center environment. ● While I was a Tier 2 agent, I frequently worked as a Tier 1 agent in order to help when it was busy. October 2015 - June 2016 Marshalls, Chesapeake, VA​ - Sales Associate ● I used self motivation to keep the store clean and items stocked. ● I checked out customers at the cash register while communicating with them in a polite and helpful manner. ● I quickly followed directions from managers while staying alert as to where my attention was needed in the store. September 2012 - June 2015 Denise Wall’s Dance Energy, Virginia Beach, VA​ - Teacher and Choreographer ● I instructed children and adults from ages three to 50 in dance while forming close relationships with each student as well as each parent. ● Remaining organized and prepared, I choreographed and planned lessons outside of class. ● I entered data into excel sheets and sent out emails (all pertaining to attendance, costumes, rehearsal times and rehearsal locations). ● I consistently coordinated with parents, other teachers, office employees and the studio owner in order for us all to stay on the same page in terms of my classes. ● I assisted the owner of the studio with scheduling and running rehearsals. ● I attended regional and national conventions in order to prepare my students to compete. ● I maintained proper theatre knowledge and edited music used in performances. September 2008 - June 2011 Denise Wall’s Dance Energy, Virginia Beach, VA​ - Substitute Teacher ● As a substitute teacher I was always ready to teach class, with choreography and lesson plans prepared at all times. ● I formed and maintained close, productive relationships with each student and parent. Skills and Abilities Computer Systems I am extremely familiar with multiple computer systems and am able to operate 6 systems at a time. I have experience with Microsoft Excel, Microsoft Word, Microsoft Powerpoint, AS400, PeopleSafe, Caresource, The Source, Verint, and POS Systems. I have strong typing skills. I am familiar with multiple email systems and Skype, and am skilled at using email and skype to communicate with management and coworkers. Communication I understand that communication amongst employees and between employees and management is extremely important to the flow and organization of a business. Whether it be via phone, email, Skype, or face to face, I have been commended for strong communication skills frequently. Self motivation I have always been complimented by teachers, coworkers and managers regarding my work ethic. I enjoy working diligently and pride myself in being self motivated and hardworking. ​Education I have attended college and obtained credits in English and biology, as well as multiple levels of psychology. I have attended the University of Georgia and Tidewater Community College. I obtained my high school degree from Norfolk Academy in 2011.