Dava Poole
LOUISVILLE
Summary
Detail-oriented Customer Service Specialist skilled in prescription processing and HIPAA compliance. Enhances patient access to medications through effective communication and problem-solving. Optimizes workflows and maintains accurate patient documentation, ensuring safety and satisfaction in high-pressure settings.
Overview
16
16
years of professional experience
Work History
Data Entry/Pharmacy Technician
Nesco Resource
11.2025 - 02.2026
- Processed prescription orders via text messages, email, and automatic refill reports to ensure timely medication access for patients
- Verified HIPAA compliance and confirmed prescription validity and refill availability to maintain patient safety
- Collaborated on special projects to streamline team workflows and improve operational efficiency
- Added documents to patient profiles
- Checked emails and chat in a timely manner
- Knipper Health
- Boehringer Ingelheim Program
Customer Service Representative
McKesson Corporation
06.2020 - 09.2025
- Processed inbound calls for medication refills to ensure timely patient access to medications
- Scheduled initial shipments and refills through outbound calls to maintain patient medication adherence
- Verifies HIPAA and checks to make sure prescription is valid and/or has refills available
- Documents each call in Patient Profile of what happened during call
- Sends emails/Instant messages to Supervisors and/or SMEs regarding any requests appropriately
- Submitted adverse event reports for review
- Coordinated multi-specialty patient assistance program to address and fulfill patient needs effectively
Customer Service Representative
RemX Specialty Staffing
03.2020 - 06.2020
- Processed medication refill requests through inbound calls, ensuring timely fulfillment for patients
- Placed outbound calls to process medication refills
- Guided patients through Merck Patient Assistance Program applications, facilitating access to necessary medications
- Verified HIPAA and checks to make sure prescription is valid and/or has refills available
- Documented call interactions in Patient Profile, providing accurate records for follow-up and continuity of care
- Placed outbound calls to Merck National within a 24-hour period to report Adverse Events or Product complaints
- Sent emails and instant messages to supervisors and SMEs regarding requests
Customer Care Representative II
LG & E and KU Services
08.2016 - 02.2020
- Delivered customer support in a high-volume call center, effectively addressing diverse customer needs
- Handled inbound calls across multiple skill sets, ensuring accurate issue resolution
- Advised customers on billing inquiries, clarifying charges and payment options
- Set up payments, extensions, and payment plans.
- Reconnected services for customers that had been disconnected
- Moved existing and non-existing customers in and out of residences
- Placed outage tickets
- Spoke to customers regarding Solar Share
- Spoke to Agencies regarding customer account to see if assistance may be provided
Customer Service Representative
Optum
06.2014 - 07.2016
- Handled inbound calls to address patient inquiries about pharmacy benefits
- Conducted outbound calls to patients to clarify benefits and assist with pharmacy processing
- Discussed pharmacy benefits with Patient
- Recorded call details in patient profiles to ensure accurate documentation and follow-up
- Managed Catamaran outbound communications
- Verified HIPAA
Customer Service Supervisor
Walmart
11.2009 - 05.2014
- Directed and supervised 3rd shift cashiers and people greeter to ensure smooth operations during peak hours
- Coordinated breaks and lunch schedules for cashiers to maintain optimal service levels
- Stocked freight received in designated areas
- Emptied front-end trash and return buckets at end of shift
- Collected and organized register tills before 12am and prepared new tills for efficient morning operations
Education
No degree - unable to completed schooling
National College of Business and Technology
Louisville, KYSkills
- Prescription processing
- HIPAA compliance
- Patient documentation
- Order verification
- Data entry accuracy
- Call center operations
- Customer service expertise
- Credit card processing
- Workflow optimization
- Multitask coordination
- Attention to detail
- Time management
- Adaptability
- Problem solving
- Effective communication
- Active listening
- Conflict resolution
- Verbal communication skills
- Patient confidentiality
Additional Information
Hired full-time by McKesson after 3 months temporary at RemX., Pharmacy Tech license for KY received before hire date at RemX., Promoted from Customer Care Representative I (entry level) to Customer Care Representative II within 1 year. Asked to join Solar Share Project within 1 year 6 months at LG & E., Moved from Catamaran Inbound to Catamaran Outbound within 6 months. Promoted to Lead on floor in Catamaran Outbound within 1 year at Optum., Supervised 3-7 cashiers nightly, set up breaks and lunches for all cashiers and people greeters at Walmart.
Languages
English
Professional
Timeline
Data Entry/Pharmacy Technician
Nesco Resource
11.2025 - 02.2026
Customer Service Representative
McKesson Corporation
06.2020 - 09.2025
Customer Service Representative
RemX Specialty Staffing
03.2020 - 06.2020
Customer Care Representative II
LG & E and KU Services
08.2016 - 02.2020
Customer Service Representative
Optum
06.2014 - 07.2016
Customer Service Supervisor
Walmart
11.2009 - 05.2014
No degree - unable to completed schooling
National College of Business and Technology