Danielle Aleem, CPHT
Roscoe
Summary
Customer service professional committed to delivering outstanding support. Skilled in resolving complex customer issues and fostering positive client relationships. Reliable team player with focus on collaboration and adaptability, ensuring consistent results and high satisfaction rates.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Service Advocate/Certified Pharmacy Technician
Rockmed Pharmacy
03.2020 - 03.2026
- Investigated and resolved insurance denials by calling PBMs or physician offices for further information.
- Completed "Technician Check Technician" training in order to be the final person verifying compliance packaged medications before they are delivered.
- Certified to administer vaccinations.
- Packaged/filled monthly compliance medications for long term communities. with other technicians.
- Belonged to team that billed monthly medication cycles and resolved insurance rejections.
- Resolved patient, medical provider, and carestaff inquiries and issues through effective communication and problem-solving techniques.
- Processed prescription orders accurately and efficiently using pharmacy management software.
- Collaborated with healthcare providers to clarify medication-related questions and concerns.
- Resolved family and other responsible party inquiries about billing and payment issues effectively, enhancing satisfaction levels.
- Partnered with healthcare providers to address patient and carestaff concerns about medications to ensure optimal care.
- Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
- Maintained a positive work environment, fostering team collaboration and continuous improvement.
- Adapted quickly to changes in company policies or systems and responded proactively and positively to rapid change.
- Investigated and resolved accounting and delivery concerns.
Front Office Receptionist
JAT Pharmacy, LLC
08.2019 - 03.2020
- Promptly and warmly meet, greet and answer phone calls and direct the customer to the appropriate representative or department.
- Process Return to Sender mail/packages and issue credits to veterinary clinics.
- Distribute mail
- Provide support to pharmacy technicians ( training, troubleshooting, data entry back up)
- Provide support to corporate customer service team
- Track packages via UPS, FEDEX, and USPS
- Researched, hired, and maintained relationship with our cleaning service
- Managed customer inquiries via phone, email, and chat to ensure timely resolution of issues.
- Trained new staff on customer service protocols and best practices for improved efficiency.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer's needs.
Certified Pharmacy Technician (CPhT)
Midwest Veterinary Supply
03.2016 - 08.2019
- Transcribe pharmacy prescription information from AS400/S2K to New Leaf with an error rate of less than 0.5 %.
- Generate and print prescription labels to place on products.
- Provide customer service over the phone to sales reps, pet owners, veterinarians. Including: tracking orders via the UPS , USPS, and FEDEX websites, determining when product credit is due for lost packages, handling complaints and knowing when to transfer to a pharmacist.
- Manage the pharmacy’s email account and respond in a timely manner.
- Aid in the shipping and inventory departments.
- Special duties/assignments: process credits for returned packages. Recently transitioned into processing ALL appropriate credits for a variety of reasons.
- Helped implement technician rotations ( email, shipping, email, teams, JPH ) and trained others on these duties.
- Train new hires in technician duties.
Education
Diploma - General
LaFollette High School
Madison, WI06-1995
Skills
- Customer Service
- Billing
- Data Entry
- Time Management
- Outlook
- Microsoft Excel (1 year)
- Medical Terminology (10 years)
- Computer proficiency
- Complaint resolution
- Payment collection
Certification
- Certified Pharmacy Technician
- March 2000 to June 2020
Timeline
Customer Service Advocate/Certified Pharmacy Technician
Rockmed Pharmacy
03.2020 - 03.2026
Front Office Receptionist
JAT Pharmacy, LLC
08.2019 - 03.2020
Certified Pharmacy Technician (CPhT)
Midwest Veterinary Supply
03.2016 - 08.2019
Diploma - General
LaFollette High School
Awards
Excellence in Patient Safety, December 2017, Maintained less than 0.5% error rate all of 2017 and 2018
Additional Information
- Exceptional patient care and interaction
- Excellent telephone etiquette
- HIPAA trained
- Efficient and accurate
- Inventory management
- Strong decision-making ability