Amy Kirkpatrick
North Richland Hills,TX
Summary
Results-driven Sr. Analyst and Internal Process Trainer with expertise in RxCLAIM and Salesforce, recognized for mentoring teams to elevate performance standards. Demonstrated success in refining training materials, leading to enhanced project outcomes and team capabilities. Proficient in strategic planning, prioritization, and delivering effective client solutions.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Sr. Analyst/ Internal Process Trainer
Client Services, Training & Communications Team/ Delivery & Implementations
02.2019 - Current
- Facilitate technical skill training courses for Client Services such as Configurations, Requirements, Quality and Clinical Teams with a proven track record for delivering successful results
- Courses: Benefit Coder New Hire, Foundations in Requirements, Foundations in Quality, Introduction to FMS, FMS-MOB, COA New Hire
- Proficient navigation through various systems & tools such as RxCLAIM, Salesforce, Webex Meeting, Webex Training, LearningHub, KnowledgeHub, Benefit Performance Support Site, and various sharepoint sites
- Perform administrative and project management duties for training sessions such as preparing and closing out training courses
- Sending out communications to leadership for specific systems requirements
- Sending communications to participants on class requirements
- Creating Webex Meetings for training courses and sending invites to participants
- Ensuring participants are equipped with all systems access prior to class start date
- Keep track of participant information such as progress, evaluations, scoring/grades, and course completion for key stakeholders
- Communicating feedback results to Client Services leadership on participant course completion status and next steps to enhance continued development
- Collaborate with other teams to gain a complete understanding behind system functions and processes to help improve training materials and curriculum
- Create, design, and update Job Aids, Reference Guides, and other work instructions detailing out specific steps and functions for systems navigation through RxCLAIM/AS400, LearningHub, and other systems and sites
- Create recorded training materials using SnagIt video and Webex
- Update Instructor Guides, Participant Guides, and course handouts to utilize the most up-to-date processes, system functions, and knowledge bases
- Create PowerPoint presentations and host soft skill presentations for ‘Investing in You’ sessions, short training sessions, and Lunch & Learn sessions
Clinical Consultant
Clinical Client Services, Product Support Team (PST)
04.2015 - 02.2019
- Extensive knowledge of RX CLAIM/AS400, Salesforce, Sequel/EZ Query, CCA/EZ Test
- Analyze and determine best approach to client benefit requests per Clinical Plan Management document
- Code, test, and review Stand Alone Modules, and Stand-Alone Master Drug Lists
- Create and maintain Specialty Guideline Management drug lists
- Maintain drug lists for Formulary Exclusions, Value Formulary-Utilization Management, Medicare D-Utilization Management, Compounds
- Assist with large- and small-scale special projects, including Generic Step Therapy conversions from GPI to J lists, and Product Support Team workflow process
- Spear-headed project for Specialty Guideline Management conversion from GPI to J lists
- Develop, revise, and maintain step-by-step coding work instruction documents for the Product Support Team
- Set-up, initiate, and lead training for Product Support Team
- Train in various environments such as classroom, WebEx, one-on-one, and Snag-It video training on how to code, test, and QA work cases
- Coach and lead team members in best practices for streamlining coding skills and assignments
- Report to management and provide feedback regarding Product Support Team training outcomes
Benefits Representative, II
CLIENT SERVICES, AETNA SBU DIVISION
01.2013 - 04.2015
- Develop internal and external client relationships and maintain contact based on client needs
- Analyze and determine best approach to client benefit requests for plan set up
- Code, test, and review Stand Alone Modules, drug lists, member pricing, client pricing, accumulations, and overall plan detail
- Knowledge of client plan outline of Client Required Document
- Research client requests and member issues and recommend and /or implement best solution to clients with results driven outcome
- Assist Client Services team with special projects based on both large and small scale
- Help create departmental training documents for peers to use for daily duties
- Coach and lead team members in best practices for streamlining coding skills and assignments
Benefits Analyst
CLIENT SERVICES, TPA DIVISION
06.2009 - 01.2013
- Analyze and determine best approach to client benefit requests for plan set up
- Create/code, test, and review client/member pricing, accumulations, and drug rules
- Knowledge of plan overview, creation, and set up
- Research client requests/member issues, recommend and implement best solution to internal clients with a results driven outcome
- Assist Client Services team with special projects, both on a small and large scale
Education
Business Administration
Tarrant County College
Fort Worth, TXSkills
- Planning
- Prioritization
- Organization
- AS400
- RxCLAIM
- Salesforce
- EZ Test
- EZ Query
- Microsoft software programs
- Meeting deadlines
- Building relationships
- Interpersonal skills
- Relationship-building
- Communication
- Leadership
- Customer service
- Self-management
- Teamwork
- Adaptability
- Problem-solving
- Mentoring
- Training
- Coding skills
Certification
- International Customer Service Association, 11/2003
- Texas State Board of Pharmacy, 04/2004
- National Pharmacy Technician, 11/1999
- ATD Training Certification, 12/2020
Accomplishments
- Outstanding Performance Award – AETNA SBU Client Operations 02/2014
- CVS Health Breakthrough Award 05/2019
Timeline
Sr. Analyst/ Internal Process Trainer
Client Services, Training & Communications Team/ Delivery & Implementations
02.2019 - Current
Clinical Consultant
Clinical Client Services, Product Support Team (PST)
04.2015 - 02.2019
Benefits Representative, II
CLIENT SERVICES, AETNA SBU DIVISION
01.2013 - 04.2015
Benefits Analyst
CLIENT SERVICES, TPA DIVISION
06.2009 - 01.2013
Business Administration
Tarrant County College
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