Erica McIntyre

Experience

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  Davita Rx, LLC

  Feb 2014 - Dec 2018

  Created and maintained new hire training, on-job training, and refresher content for multiple teams. Led the Customer Service Team, reported metrics, conducted audits, and coached teammates to support development.- Created job aides and standard operating procedures, scripting, alerts, and huddle material used by customer service teammates at multiple locations.- Facilitated new hires training and trained tenured teammates. Assisted leadership with interviews and job evaluation of new hires. Show less Managed patient medication and accounts via inbound and outbound calls. Built relationships with dialysis teammates through education and issue resolution.- Submit requests for refills, demographic and medication changes. Used critical thinking skills to deescalate calls and reach a resolution.- Partnered with Pharmacy Technicians to escalate urgent insurance adjudication.- Remained compliant by partnering with Pharmacists for consultations.- Created quick reference guides and became a subject matter expert. Show less

  • Quality Analyst

    Oct 2017 - Dec 2018

  • Quality and Training Lead

    Jun 2015 - Oct 2017

  • Customer Service Representative

    Feb 2014 - Jun 2015
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  Self-employed

  Dec 2018 - now

  Virtual Executive Assistant and Strategic Partner

  Highly skilled executive assistant with 6+ years of providing business support services, developing efficient systems and processes, and maintaining accounts and relationships. Exceptional skills in administrative support, travel arrangements, team engagement, and project management. Strong commitment to research and optimizing processes for business growth.-Provide administrative and HR support, including managing calendars, coordinating meetings, preparing reports, onboarding new employees, and improving efficiency. -Utilized bookkeeping skills to manage expenses, categorize transactions, reconcile statements, and generate payroll.-Leverage sales background to source deals, coordinate transactions, maintain inventory, and nurture key relationships.EA industry experience:-Financial services-Technology-Health and Beauty-Food services-Real Estate-Publishing-Automotive-Fashion and Photography-Education-Ministry-Healthcare Show less

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  Cardinal Health

  Feb 2020 - Sept 2020

  Individualized Care Coordinator

  Responsible for handling inbound calls, with the ability to determine needs and provide one-call resolution. Place outbound phone calls for patient follow-ups, confirmations or to obtain missing information.- Communicate with external constituents including physician offices and pharmacies to initiate the application process, provide an updated status on new applicants, and assist with medication adherence. - Ability to identify, document, and submit Adverse Events during customer contact or via received documentation.- Ability to work in a compliant manner following pharmacy laws and company quality assurance guidelines during each interaction. Show less

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  Molina Healthcare

  May 2021 - Jan 2024

  Collaborated with the Speech Analytics Team to monitor healthcare calls and provided feedback on business risks, areas of improvement, and continuous improvement strategies for systems, processes, and training. Prepared and presented decks for various departments and stakeholders.-Monitored relevant sample size calls based on stakeholder requests. Created raw data based on standardized assessments in Excel.-Utilized Excel to create pivot tables and charts to analyze raw data. Provided insight based on findings, to build decks with qualitative and quantitative data recommendations.-Exceeded KPIs consistently with strong project management and innovative skills. Show less

  • Analyst, Speech Analytics

    Dec 2022 - Jan 2024

  • Quality Analyst

    May 2021 - Dec 2022
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  Cityline Real Estate

  Dec 2022 - now

  Realtor

  Erica L'Shay, your DFW Real Estate Agent, is excited to help you along your home buying/selling, or investing path! With a proven history of customer service excellence, you’ll be in good hands as you take your next steps. She is eager to listen, simplify what seems complicated, and provide personalized resources so that the best decisions can be made.