Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Mike Ortega

Easton

Summary

Dedicated client service professional with extensive experience in healthcare and specialty pharmacy environments. Proven ability to build and maintain strong client relationships, resolve complex issues, and deliver high-touch service that drives satisfaction and loyalty. Skilled in leading cross-functional collaboration, mentoring team members, and improving service processes to enhance efficiency and client outcomes. Adept at managing sensitive information with discretion, ensuring compliance, and consistently exceeding performance metrics. Passionate about creating positive client experiences and leading teams to deliver service excellence.

Overview

7
7
years of professional experience

Work History

Pharmacy Service Representative

CVS Specialty Pharmacy
08.2023 - Current
  • Serve as the primary point of contact for patients, providers, and healthcare professionals, delivering high-touch customer support and resolving complex inquiries.
  • Manage sensitive client information with confidentiality and accuracy, ensuring compliance with HIPAA and company standards.
  • Collaborate with cross-functional teams (pharmacists, insurance specialists, and case managers, etc) to coordinate prescription processing and resolve service barriers.
  • Build strong client relationships by providing tailored support, proactive communication, and empathetic problem-solving.
  • Consistently exceed performance metrics, including call quality scores, patient satisfaction, and case resolution times.
  • Partner with leadership on the College Engagement Committee, contributing ideas to improve customer service journey, employee training, and career pathing initiatives.
  • Trained and mentored new representatives, sharing best practices to improve team efficiency and customer experience.

Customer Service Representative

Bruzzichesi Orthodontics
06.2021 - 08.2023
  • Delivered high-quality front-line support to patients and families, managing scheduling, check-ins, and appointment coordination in a fast-paced orthodontic practice
  • Acted as the first point of contact for patient inquiries, billing questions, and treatment updates, ensuring a positive client experience
  • Maintained accurate patient records and coordinated with clinical staff to streamline daily operations.
  • Handled sensitive client information with discretion while ensuring HIPAA compliance.
  • Strengthened patient relationships through empathetic communication and proactive problem-solving.
  • Supported practice growth by promoting treatment plans, managing referrals, and assisting with follow-up communications.

Pharmacy Technician

Paul Mart Pharmacy
05.2018 - 08.2022
  • Assisted pharmacists with prescription preparation, insurance claims processing, and patient counseling support to ensure safe and accurate medication delivery.
  • Provided excellent customer service by addressing patient inquiries, resolving insurance issues, and coordinating with providers to facilitate timely refills.
  • Educated patients on prescription pick-up procedures, dosage instructions, and compliance, enhancing client satisfaction and adherence.
  • Maintained detailed patient profiles and upheld strict HIPAA confidentiality standards.
  • Collaborated with pharmacy staff to streamline workflow, reducing wait times and improving service efficiency.
  • Built trusted relationships with patients through consistent communication and reliable follow-up support.

Education

Easton Area High School
Easton, PA
05.2018

Skills

  • Client Relationship Management & Engagement
  • Customer Service Excellence & Conflict Resolution
  • Team Leadership, Training & Mentorship
  • Cross-Functional Collaboration (Clinical, Insurance, Operations)
  • Process Improvement & Workflow Optimization
  • Service Quality Metrics & Performance Management
  • Insurance Claims Processing & Healthcare Compliance (HIPAA)
  • CRM & Microsoft Office Suite (Word, Excel, Outlook)

Languages

Spanish
Native or Bilingual
English
Native or Bilingual

Timeline

Pharmacy Service Representative

CVS Specialty Pharmacy
08.2023 - Current

Customer Service Representative

Bruzzichesi Orthodontics
06.2021 - 08.2023

Pharmacy Technician

Paul Mart Pharmacy
05.2018 - 08.2022

Easton Area High School

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Mike Ortega