CASEY E. CLARK
SAVANNAH,TN
Summary
Accomplished Client Engagement Specialist at CVS Caremark, utilizing exceptional communication and problem-solving skills to elevate client satisfaction. Expertly orchestrated medication processing and benefits verification, partnering with healthcare providers to address complex issues. Exhibited empathy and patience, guaranteeing seamless service delivery and nurturing robust client relationships. Consistently surpassed expectations, enhancing client engagement by 20%.
Overview
18
18
years of professional experience
Work History
Customer Care Representative II
CVS CAREMARK
Remote
08.2023 - Current
- Technical Consultation: Facilitate and advocate for clients receiving medication therapy over the phone.
- Fulfillment Orchestration: Manage and process new and refill medication orders, including verifying benefits.
- Prescription Refinement: Input new and refill prescriptions into the pharmacy system while securing copay and necessary authorizations.
- Risk Assessment: Collaborate with healthcare providers and internal teams to address order issues and insurance companies to resolve account and clinical issues.
- Average 20 to 27 calls a day along with consistent quality in the 90s or higher percentile.
Veteran Claims Advocate
Veterans Benefit Administration
Little Rock, Arkansas
10.2010 - 04.2022
- Reviewed and processed 30 claims or more a day to determine eligible benefits and applied appropriate coding. Oversaw and maintained veteran claims, accurately inputting medical evidence, correspondence, and required documentation into the Veterans Benefits Management System (VBMS).
- Provided consultative advice and assistance to Veterans Service Representatives.
- Represented veterans and their beneficiaries in interactions with various VA departments and external organizations.
Data Archivist
Veterans Benefit Administration
Little Rock, Arkansas
07.2010 - 10.2010
- Oversaw the distribution of mail as well as the transferring of files to VA hospitals for compensation and pension claims.
- Served as a liaison between veterans, their representatives, and decision-makers with discretion by safeguarding personal identifiable information.
Vocational Counselor
Department of Workforce Services
Pine Bluff, Arkansas
03.2008 - 07.2010
- Enlisted clients in programs and benefits while organizing meetings with employers to establish job opportunities.
- Partnered with colleges and community organizations to offer training and educational benefits.
Education
Bachelor of Science - Business Management
University of Phoenix
Phoenix, AZ05.2010
Associate of Science - Computer And Information Systems
College of Lake County
Grayslake, IL05.2002
Skills
- Effective communication
- Medication Processing
- Customer Care
- Microsoft Word
- Microsoft Outlook
- Empathy and patience
- Benefits verification
- Problem solving
- Team collaboration
- Complaint handling
Timeline
Customer Care Representative II
CVS CAREMARK
08.2023 - Current
Veteran Claims Advocate
Veterans Benefit Administration
10.2010 - 04.2022
Data Archivist
Veterans Benefit Administration
07.2010 - 10.2010
Vocational Counselor
Department of Workforce Services
03.2008 - 07.2010
Bachelor of Science - Business Management
University of Phoenix
Associate of Science - Computer And Information Systems
College of Lake County
Career Journey
- CVS CAREMARK, Client Engagement Specialist, 09/23, Present, Facilitate and advocate for clients receiving medication therapy over the phone., Manage and process new and refill medication orders, including verifying benefits., Input new and refill prescriptions into the pharmacy system while securing copay and necessary authorizations., Collaborate with healthcare providers and internal teams to address order issues and insurance companies to resolve account and clinical issues.
- Veterans Benefit Administration, Veteran Benefit Advocate, 11/10, 05/22, Reviewed and processed claims to determine eligible benefits and applied appropriate coding., Oversaw and maintained veteran claims, accurately inputting medical evidence, correspondence, and required documentation into the Veterans Benefits Management System (VBMS)., Provided consultative advice and assistance to Veterans Service Representatives., Represented veterans and their beneficiaries in interactions with various VA departments and external organizations.
- Veterans Benefit Administration, Data Archivist, 08/10, 11/10, Oversaw the distribution of mail as well as the transferring of files to VA hospitals for compensation and pension claims., Served as a liaison between veterans, their representatives, and decision-makers with discretion by safeguarding personal identifiable information.
- Department of Workforce Services, Vocational Counselor, 04/08, 08/10, Enlisted clients in programs and benefits while organizing meetings with employers to establish job opportunities., Partnered with colleges and community organizations to offer training and educational benefits.
- Served in the United States Navy from 1993-1996 (Medically and Honorably Discharged)