1. Vanise A. Hoffman
4704 Ruth Ann Street
Harrisburg, Pennsylvania 17109
717-439-3765 or 717-652-8810
Lillkitten1962@verizon.net
Objective:
Supervisory role that will enable me to utilize my twenty-one years of experience, leadership, organizational skills and
knowledge to lead a successful customer service/call center team.
Summary of Skills:
• Ability to effectively investigate and resolve difficult situations.
• Excellent customer service and team management.
• Skilled at setting goals and leading technicians in achieving them.
• Proficient with Microsoft office Outlook, Excel and PowerPoint.
• Reliable, conscientious and dedicated.
• Excellent oral and written communication skills.
• Proficiency in handling computer and telecommunication systems.
Pharmacy Operations Team Lead /Call Center
Coventry Health Care/Aetna-Call Center (Pharmacy) – Harrisburg, Pa
11/2001-12/2015
• Leadership, support and first line point of contact for up to twenty call center technicians, plan pharmacists and plan
directors.
• Prioritized and assigned workload appropriately, based on strict Medicaid guidelines.
• Call center technician coaching and guidance as needed to include thorough and accurate documentation of outcome.
• Resolved escalated issues in an efficient and timely manner and ensured customer satisfaction.
• Continuously monitored and managed high volume, call center telephone and fax queues. Ensured all metrics were
met.
• Collaborated with HR in hiring of new employees and participated in the interview process.
• Trained all new hires and oversaw continued training for established technicians. Helped develop and maintain
training reference materials and developed employee reference materials.
• Handled the workload by performing agent duties to include overtime and weekends if necessary.
• Ensured call center technician performance, productivity and time management reports were submitted to
supervisors daily, monthly or as requested by upper management.
• Present and engaged in daily management meetings and weekly plan pharmacist/director meetings.
• Adhered to all HIPAA guidelines.
• Responsible for system functionality and regression testing when new system releases were completed.
• Skill pathed for supervisor in 2008, to include numerous management enhancement webinars and workshops.
• Successfully completed all mandated Aetna training courses.

2. Vanise A Hoffman page 2
Reception Supervisor/ HMO Coordinator
Community Medical Associates- Harrisburg, Pa
1993-2000
• Responsible for the day to day operation of the front desk/medical records section of a medical office.
• Supervised and trained seven employees, handled salary reviews and performance counseling.
• Responsible for staff scheduling and vacation/sick time coordination.
• Managed the release and confidentiality of the medical record to include subpoenas.
• Responsible for gathering and submitting all required documents for the credentialing of eight providers. Performed
all follow up with insurance companies as needed.
• Conducted interviews, negotiated salaries and contacted references
• Oversaw computer conversions and conducted staff training
• Developed computer and front office manuals for front office staff utilization. Developed and maintained front office
job descriptions.
• Responsible for computerized entry of multi-physician schedules and their maintenance
• Assisted with telephones/front desk duties as needed.
• Manage employee training and in services
• Responsible for coordination of benefits with HMO insurance companies
• Responsible for all HMO referrals, pre-certifications and patient appointments
United States Army
United States /Germany
1981-1982
• Performed safety and sanitary inspections of troop common areas
• Responsible for preparing lesson plans, training and performing in-services for soldiers safety, health and welfare
• Enforced compliance with military regulations
• Accomplished accurate and timely report submission
Education
Pharmacy Technician Certification 2011
Medical Assistance 1989-1990
Thompson Institute, Harrisburg, Pennsylvania
Suma cum Laude
United States Army 1981
Academy of Health Sciences, San Antonio, Texas
Environmental Health /Preventive Medicine
Central Dauphin High School
Harrisburg, Pennsylvania 1980 (Graduated)