Crystal Horner
Olathe,KS
Summary
Top-performing project and account management professional with a proven record of generating and building relationships internally and externally, demonstrating exceptional communication skills, and making critical decisions during challenges. Reliable and dependable, with strong attention to timeliness for seamless execution.
Overview
11
11
years of professional experience
3
3
years of post-secondary education
Work History
Senior Specialty Implementation Manager
Optum Rx
Overland Park , KS
10.2018 - Current
- Subject matter expert for large health plan projects specializing in implementing unique complexities specifically within network and drug list spaces
- Successfully onboarded largest coalition in company history with high client and patient net client promoter scores
- Skilled mentor for both contractors and internal team members with high return on performance
- Develop personalized project plans identifying key issues, approaches and performance metrics
- Oversee large portfolio of projects to support teams, report progress and influence positive outcomes for key stakeholders
- Undertakes special projects to streamline processes to assist in expanded team's flawless execution
- Identify issues, analyze claim information and provides solutions to problems for overall client and individual patients
Client Relations Manager
Specialty Pharmacy, Optum Rx
Overland Park , KS
05.2016 - 10.2018
- Collaborates with the Internal team and leadership to introduce the Specialty Client Management services and provide assistance to the regional pharmacy teams to ensure non-stop operations
- Lead calls/trainings with direct and broader team-members to deliver insight and useful tips for various programs and resources
- Built direct relationship between ProAct PBM Account Team, BOM, and ProAct for implementations, pharmacy benefit updates, and issue resolution
- Support the integrity of benefit structure by managing questions as it pertains to Specialty Programs in addition to understanding client benefit design to eliminate possible defects
- Create, maintain, and presents client overviews and top 10 client reporting analysis
- Business Operations Liaison between client and pharmacy operational partners
Oncology/Fertility Lead, Customer Service Advocate
Specialty Pharmacy, Optum Rx
Overland Park , KS
01.2014 - 05.2016
- Collaborated with Industry Relations Data & Contracting teams to certify pharmacy’s meeting of contractual obligations for Pharma Manufacturers
- Oversaw data reporting team on Operations side to ensure that industry standards were being met.
- Partnered with external and internal clients to pursue resolution for at risk patients Prepare and facilitated trainings for all oncoming agents for the department
- Supported team in achieving performance goals
- Awarded 2013 Optum’s Super Hero award for excellence in customer advocacy
- Oncology/Fertility, (Subject Matter Expert) at OptumRx, Overland Park
Patient Care Coordinator- Subject Matter Expert
Optum Rx Specialty
Overland Park , KS
03.2012 - 03.2014
- Troubleshooter for any issues/questions that agents had
- Direct liaison for physician’s offices for delivery coordination of IV Chemotherapy
- Tackled escalated callers and provided thorough information and resolve.
- Acted as main point of contact for patients, doctors and hospital staff by closely reviewing patient's care regime and maintaining high levels of communication
- Resolved problems with areas such as communication and billing that could negatively impact services
Education
High School Diploma -
Northeast Sr High
08.1999 - 06.2002
Skills
ServiceNow
ExcelSelf-Motivated
Teambuilding
Critical Thinking
Flexible and Adaptable
Accomplishments
2013 Optum Superhero Award Winner
2022 Emerging Leader Alumni
Timeline
Senior Specialty Implementation Manager
Optum Rx
10.2018 - Current
Client Relations Manager
Specialty Pharmacy, Optum Rx
05.2016 - 10.2018
Oncology/Fertility Lead, Customer Service Advocate
Specialty Pharmacy, Optum Rx
01.2014 - 05.2016
Patient Care Coordinator- Subject Matter Expert
Optum Rx Specialty
03.2012 - 03.2014
High School Diploma -
Northeast Sr High
08.1999 - 06.2002