Donnie M. Peoples

About Donnie M. Peoples

A resourceful leader with 25 years of experience in high volume call centers, and…

Experience

1. Specialty Pharmacy Patient Services Supervisor

   Walgreens

   Sep 2017 — Present · Dallas-Fort Worth, TX, US

   Leads, develops, and coaches 30 to 35 direct reports work from home across seven states within the U.S. to ensure service standards, processes, policies and procedures are being adhered to. These includes daily performance and call monitoring, Assisting with escalated calls, technical questions, workflow, and problem resolution and/or process direction. • Ensures staff provides quality service by reviewing patient profiles, answering patient escalated concern calls, contacting appropriate medical professionals, refers patients to the appropriate departments as needed, discusses discrepancies with appropriate parties to ensure adherence to standard processes. • Manage assigned workload efficiently while ensuring quality outcomes. Assist in the establishment and maintenance of procedures to meet/exceed client performance guarantees and achieve the highest level of customer service possibleConduct performance reviews, weekly check-ins and staff 1:1s to guide performance management.• Manage toward departmental goals, including quality and process improvement efforts. Address performance related concerns in a timely and appropriate manner Ensures required training in regards to customer service skills and/or plan specific insurance guidelines.• Collaborates with the training and development team to create effective facilitator and user guides specific to client requirements.• Provides excellent customer service to both internal and external customers, including patients, caregivers, and health care providers.• Maintains expert knowledge of job processes, to include Front End Pharmacy processes, plan benefit information, customer service skills, all channels of member contact and computer systems/applications. • Establish and maintain an environment that encourages teamwork, engagement and ethical behavior.• Adhere to company and pharmacy policy and procedures.

Skills

• Pharmacy
• Call Center
• Recruiting
• Six Sigma
• Management
• Process Improvement
• Pharmacy Benefit Management
• Customer Retention
• Customer Service
• Analysis
• Aubrey Daniels- Behavior Management Certification
• Medicaid
• Customer Satisfaction
• Training
• Health Insurance
• Managed Care
• Software Documentation
• Employee Engagement
• Employee Benefits
• Six Sigma – Green Belt Certification
• Business Process Improvement
• Quality Assurance
• Medical Terminology
• Leadership
• Medicare Part D
• Coaching
• Healthcare
• Call Centers
• Magic Coach Certification
• Managing in a Virtual Environment Certification
• Human Resources
• Cross-Functional Team Leadership
• Medicare
•  Mark of a Leader – Performance Coaching Certification
• Account Management
• Team Leadership