KAREN CARCAMO
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Summary
Dedicated customer service professional with over 20 years of experience in healthcare and retail, committed to delivering exceptional service and enhancing customer satisfaction. Expertise in leveraging strong communication, problem-solving, and time management skills to efficiently resolve customer issues. Proven track record in managing high-volume interactions, training staff, and optimizing processes to elevate overall customer experience. Passionate about fostering positive relationships and driving continuous improvement in service delivery.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Lead Pharmacy Technician
OptumRx
01.2009 - Current
- Developed tailored client onboarding processes to enhance satisfaction and retention.
- Handled executive escalations for senior leadership, demonstrating advanced conflict resolution skills.
- Conducted thorough needs assessments to identify client requirements and recommend solutions.
- Developed training materials for new hires, fostering a culture of continuous learning within the team.
- Facilitated conflict resolution by addressing client concerns promptly and effectively.
- Responded to inquiries from healthcare providers regarding prior authorization requests.
- Collaborated with internal teams to address client concerns, ensuring a seamless customer experience.
- Resolved non-routine issues like third-party billing, computer system, and customer service issues.
- Supervised junior technicians, providing guidance on best practices in pharmaceutical processes and procedures.
- Assisted in conducting periodic audits to ensure adherence to established policies, reporting discrepancies for corrective action.
Pharmacy Technician
OptumRx
01.2005 - 01.2009
- Processed prior authorization requests efficiently to ensure timely medication access.
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Reviewed patient medication histories for accuracy and compliance with insurance guidelines.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Collaborated with healthcare providers to resolve discrepancies in authorization requirements.
- Responded to customer requests for products, services, and company information.
- Educated patients on insurance coverage policies and medication alternatives as needed.
- Handled inbound calls, gathered data for pharmacist consultations, and ensured accurate information was relayed to members and providers.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Front Office Assistant Sr.
Gateway Medical Group
01.2002 - 01.2004
- Supported front desk operations by greeting patients and managing incoming calls effectively.
- Maintained accurate patient records using electronic health record systems to ensure data integrity.
- Coordinated patient scheduling and managed appointment logistics to enhance office efficiency.
- Assisted in insurance verification processes, improving claims submission accuracy and reducing delays.
- Trained new staff on office procedures, fostering a collaborative and knowledgeable team environment.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Managed inventory supplies, reducing waste and ensuring availability of essential materials for daily operations.
Pharmacy Technician
Sav-On / CVS
01.1999 - 01.2002
- Interacted face-to-face with customers as a cashier and through the drive-thru window.
- Answered incoming calls for prescription refills and intake orders.
- Managed medication inventory and ensured compliance with regulatory standards.
- Assisted pharmacists in preparing and dispensing prescriptions accurately.
- Provided exceptional customer service by addressing inquiries and resolving issues promptly.
- Trained new pharmacy technicians on operational procedures and safety protocols.
Education
Bachelor Administration - Healthcare
Argosy University
Ontario, CABachelor Administration - Healthcare
Westwood College
High School Diploma -
John Glenn High School
Norwalk, CASkills
- Conflict resolution
- Call center experience
- Attentive listening abilities
- Cross-Functional Collaboration
- Data entry accuracy
- Critical thinking
- Proficient in point-of-sale systems
- Office equipment proficiency
- Administrative support
- Calendar and appointment management
- Adaptable and flexible
- Medical terminology
Certification
- Licensed Pharmacy Technician
- Certified Public Notary
Languages
Spanish
English
Timeline
Lead Pharmacy Technician
OptumRx
01.2009 - Current
Pharmacy Technician
OptumRx
01.2005 - 01.2009
Front Office Assistant Sr.
Gateway Medical Group
01.2002 - 01.2004
Pharmacy Technician
Sav-On / CVS
01.1999 - 01.2002
Bachelor Administration - Healthcare
Argosy University
Bachelor Administration - Healthcare
Westwood College
High School Diploma -
John Glenn High School