Anna Marie Ervin
Oakville,ON
Summary
Reliable and professional team player with 10 + year of health care related case management experience. Highly adaptable with excellent communication skills.
Overview
29
29
years of professional experience
Work History
Sales Solutions Coordinator - Diabetes
Medtronic
07.2022 - Current
- Coordinated with sales team to conduct insurance investigations for diabetic insulin pumps and continuous glucose monitoring
- Contacted insurance companies to discuss plan coverage for diabetic items, as well as inquiring about estimate and claiming requirements
- Sent required medical forms to physicians and to patients
- Sent required documentation to insurance companies for review
- Contacted insurance companies to follow up on submitted documentation
- Entered data, and produced tracking documents.
- Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
- Assisted patients with insurance related issues and inquires relating to their diabetic equipment and supplies
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Increased efficiency by proposing and leading process improvement initiatives
Covid-19 Case Manager
Ian Martin Group - Provincial Work Force
09.2021 - 06.2022
- Worked as case manager for Province of Ontario's Covid-19 team
- Conducted telephone interviews with clients diagnosed with COVID-19 to determine contact histories and potential exposures.
- Provided educational and informational resources regarding isolation policies and quarantine measures.
- Performed record keeping by logging client information within secure software.
- Contacted clients for monitoring and support, to ascertain compliance with isolation requirements, and to track symptoms
- Conducted contact tracing calls for people exposed to individuals with COVID-19, assessed symptoms and offered basic guidance regarding testing and isolation.
- Handled client concerns and questions with calm, and professional approach.
Case Manager
Equitus Consulting
05.2005 - 09.2021
- Responsible for managing drug and medical equipment prior authorization cases
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Created new patient files
- Gather and verify all required customer information.
- Mastery of customer service management systems and databases.
- Contact insurance companies for status updates
- Submit medical authorization forms to doctor's offices and insurance companies on behalf of patients
- Actively listen to customers' requests, confirming full understanding before addressing concerns.
- Identify issues, analyze information and provide solutions to problems.
Client Services Representative
Emergis
11.2001 - 04.2005
- Provided assistance to major health insurers as well as WSIB
- Was first line of support for issues regarding pharmacy claims adjudication and health insurance, reports, formulary, drug card and audit concerns.
- Responsible for escalation and follow-up on more complex queries
Pharmacy Technician- Formulary Management
Emergis
11.2001 - 09.2002
- Resolved pharmacy pricing queries related to third party insurance billing.
- Researched new drug information
- Updated pricing formularies.
Pharmacy-ISD Support Desk Associate
Wal-Mart Canada Inc
05.2000 - 11.2001
- Managed pharmacy calls effectively and efficiently in complex, fast-paced and challenging call center environment.
- Gathered and verified all required customer information for tracking purposes.
- Resolved service, pricing and technical problems for pharmacies by asking clear and specific questions.
- Referred unresolved pharmacy hardware and software issues to designated departments for further investigation.
- Collaborated with Pharmacy database associates to rectify issues related to drug files and pricing
- Training new associates
Pharmacy Technician
Wal-Mart Canada
11.1996 - 05.2000
- Assisted other pharmacy staff with drug inventory, purchasing, and receiving.
- Receptively answered customer questions and helped locate desired items in pharmacy.
- Worked closely with Pharmacists in providing excellent patient care.
- Politely assisted customers in person and via telephone.
- Investigated and resolved customer inquiries and complaints in timely and empathetic manner.
- Effectively resolved insurance rejections and other billing issues.
- Managed drug and supply inventories.
- Compounded and repackaged medications, including unit-doses, topical medications and sterile products.
- Regularly stocked shelves, rotated stock and checked for expired medications.
- Performed technical processes required to dispense medications to patients.
- Completed new and updated patient profiles, including lists of patient medications.
- Prepacked bulk medicines, filled bottles with prescribed medications and affixed correct labels.
- Reconstituted oral liquids.
- Efficiently operated cash register and handled cash, checks, and charge transactions.
- Assisted pharmacists with checking in and pricing drug orders, third party transactions and relevant paperwork.
Pharmacy Technician/Trainer
Wal-Mart Canada Inc.
09.1999 - 11.1999
- Traveled to different pharmacies across Canada to ensure that major software update was successfully applied.
- Trained pharmacy staff on update and pre-existing hardware/software issues.
- Addressed all questions from training program participants.
- Communicated concerns and suggestions from pharmacists to Home Office
Education
Pharmacy Assistant Certificate - Pharmacy Assistant
Humber College of Applied Arts And Technology
205 Humber College Blvd., Toronto, Ontario1995
Skills
- Experienced in Microsoft Office suite
- Knowledgeable regarding private and provincial insurance plans
- Upholding confidentiality standards
- Interpersonal awareness
- Effective decision-making under pressure
- Driven
- Effective time management
- Resourceful problem solver
- Effective interpersonal communication
- Service-oriented
Timeline
Sales Solutions Coordinator - Diabetes
Medtronic
07.2022 - Current
Covid-19 Case Manager
Ian Martin Group - Provincial Work Force
09.2021 - 06.2022
Case Manager
Equitus Consulting
05.2005 - 09.2021
Client Services Representative
Emergis
11.2001 - 04.2005
Pharmacy Technician- Formulary Management
Emergis
11.2001 - 09.2002
Pharmacy-ISD Support Desk Associate
Wal-Mart Canada Inc
05.2000 - 11.2001
Pharmacy Technician/Trainer
Wal-Mart Canada Inc.
09.1999 - 11.1999
Pharmacy Technician
Wal-Mart Canada
11.1996 - 05.2000
Pharmacy Assistant Certificate - Pharmacy Assistant
Humber College of Applied Arts And Technology
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