Open To Work
BARBARA HENKE-KOSKI
Shelbyville,TN
Summary
Results-driven professional committed to exceptional customer care. Extensive experience in prescription claims processing, and insurance adjudication. Expertise in maintaining compliance with CMS regulations and optimizing office workflows. Strong communication skills and a focus on patient satisfaction.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Benefits Value Advisor - CTM Complaint Administration Division
HCSC – Health Care Service Corp
03.2025 - Current
- Manage the Complaint Tracking Module (CTM) resolution review process, ensuring accurate and timely resolutions for CMS complaints
- Collaborate with CTM team management and business owners to enhance resolution and reporting processes
- Provide monthly reports to key areas for dashboard reporting
- Apply specialized pharmacy expertise to streamline resolution of CTM complaints
Customer Service Senior Analyst CTM Complaint Administration Division
Cigna Healthcare
01.2017 - 03.2025
- Maintain compliance with regards to timeliness of download, addressing & resolving complaints
- Proactively monitor and report on complaint trends to management to assist in identifying potential areas for improvement
- Foster professional relationships with CTM team management, CMS and internal business owners
- Investigate and report on any discrepancies in daily numbers to maintain data integrity and address any issues promptly
- Apply specialized pharmacy expertise to streamline resolution of CTM complaints
Part D Appeals Customer Service Analyst
Cigna Healthcare
09.2013 - 12.2016
- Managed a team of customer service representatives, ensuring high levels of customer satisfaction
- Analyzed customer service performance data to identify areas for improvement and develop
- Implemented training programs for new hires and existing team members to improve customer service skills and knowledge
Inside Pharmacy Technician
Pharmaceutical Credit Corporation
01.2012 - 01.2013
- Managed daily operations of business including payroll and timecards
- Monitored and Implemented new system for tracking scheduled medications per DEA regulations
- Oversaw billing and collection for clients
Education
History
Bradley University
Peoria, ILAssociate of Science - History
Motlow Community College
Tullahoma, TNPharmacy Technician
Penn Foster
01.2011
Skills
- Data entry accuracy
- Excel proficiency
- Adaptability and positivity
- Pharmacy benefit management
- Flexible problem solving
- CMS Part D regulations
Certification
PTCB Certified Pharmacy Technician
Timeline
Benefits Value Advisor - CTM Complaint Administration Division
HCSC – Health Care Service Corp
03.2025 - Current
Customer Service Senior Analyst CTM Complaint Administration Division
Cigna Healthcare
01.2017 - 03.2025
Part D Appeals Customer Service Analyst
Cigna Healthcare
09.2013 - 12.2016
Inside Pharmacy Technician
Pharmaceutical Credit Corporation
01.2012 - 01.2013
Pharmacy Technician
Penn Foster
History
Bradley University
Associate of Science - History
Motlow Community College
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