Lauren Williams

Managed escalations and supported training for the Case Manager team. Coordinated projects and team coverage schedules with the Operations Supervisor, serving as the primary contact for client and customer escalations.

Served as a case manager for patient and provider support across all functions, managing benefit verification, triaging referrals, and processing free drug requests. Handled adverse events and product complaints according to compliance standards.

Managed a high-volume caseload of 75-100 patients, ensuring timely and effective support from benefits investigation through therapy initiation. Served as the primary liaison between patients, healthcare providers, payers, and specialty pharmacies.

Ensured compliance with credentialing and documentation, serving as a key liaison between patients, nursing agencies, healthcare providers, and internal teams. Managed a caseload of 60-80 patients, facilitating in-home or virtual nursing support.

Provided high-touch, personalized support to oncology patients managing complex conditions and therapies through a specialty pharmacy model. Served as the main point of contact for patients, caregivers, and providers.

Managed end-to-end reimbursement support for patients prescribed specialty medications, serving as a key liaison between healthcare providers, payers, pharmacies, and support programs. Conducted in-depth benefit investigations using Avality.

Processed prior authorizations, appeals, and benefits verifications for insurance claims, providing billing support and claim status updates to patients and providers. Managed end-to-end reimbursement support for patients prescribed specialty medications.

Processed pharmacy overrides and provided high-volume inbound call support, handling an average of 300+ inbound calls while maintaining HIPAA compliance. Served as the first point of contact for inbound calls for copay assistance and program enrollment.

Served as the first point of contact for customers and visitors, providing a warm and professional welcome in a fast-paced dealership environment. Answered and directed a multi-line phone system, routing inquiries to appropriate departments.

Supervised a team of 10+ employees, overseeing daily operations to ensure efficient, accurate, and customer-focused checkout experiences. Trained, coached, and evaluated cashier staff on POS procedures, cash/credit handling, and customer service standards.

Temporarily fulfilled assistant store manager responsibilities, overseeing daily retail operations, team supervision, and customer service excellence. Supported the store manager in achieving sales goals and maintaining store standards.

Focused on core business principles and management strategies. Completed coursework relevant to organizational leadership and operational efficiency.

Undertook studies in foundational legal concepts and critical thinking. Prepared for potential further education in law.

Completed general education requirements and graduated with a high school diploma.