Open to opportunities

Rochelle magee

@rochellemagee

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Customer service and healthcare professional specializing in pharmacy insurance and patient care.

United States

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What I'm looking for

I seek a remote or hybrid role combining pharmacy insurance customer support and patient-focused healthcare coordination, with growth and collaborative culture.

I am a dedicated customer service representative with four years focused on pharmacy insurance and 18 years in healthcare and patient care. I consistently improved customer satisfaction (97%) and reduced complaints through empathetic communication, efficient problem-solving, and adherence to policies.

I have hands-on clinical experience as a CNA, PCA, and home health aide, supporting dementia and critical-care populations while maintaining accurate EHR documentation and HIPAA compliance. I excel in high-volume call environments, mail order pharmacy processes, and cross-team collaboration to resolve complex issues rapidly.

Experience

Work history, roles, and key accomplishments

Customer Service Representative

CVS Caremark

Jul 2021 - Nov 2025 (4 years 4 months)

Assisted members with mail-order pharmacy medication orders and insurance verification, improving customer satisfaction by 97% and reducing complaints by 100% while managing high call volumes.

Call Center CRM Insurance Verification Remote Customer Support

Certified Nursing Assistant

Kingston at Dupont

Nov 2019 - Apr 2021 (1 year 5 months)

Provided direct patient care in a dementia residence including bathing, feeding, mobility assistance and accurate EHR documentation to ensure continuity of care.

Patient Care Dementia Care Vital Signs EHR Patient Transfers Communication

Personal Care Assistant

Banner University Medical Center

Jan 2017 - Apr 2018 (1 year 3 months)

Provided personalized bedside care, monitored vital signs, assisted with mobility and hygiene, and maintained accurate medical records while adhering to HIPAA and infection control protocols.

Patient Care Vital Signs Mobility Medical Documentation HIPAA Emergency Response Communication

Certified Nursing Assistant

Maravilla Care Center

Apr 2016 - Jan 2017 (9 months)

Implemented behavior support plans and assisted clients with daily living skills while documenting progress and supporting behavioral interventions.

Behavioral Support Plans

Home Health Aide

Beech Medical Group

Oct 2014 - Jan 2016 (1 year 3 months)

Delivered in-home care including ADL assistance, medication support, vital sign monitoring, light housekeeping and documentation to support patient comfort and safety.

Home Care Vital Signs Care Coordination

Direct Support Professional

Aires

Oct 2014 - Jan 2016 (1 year 3 months)

Provided direct care and community integration support for individuals with disabilities, implemented individualized care plans and maintained incident and progress records.

Documentation Crisis Response Client Advocacy