Summary
Overview
Work History
Education
Skills
Accomplishments
Accolades, Military Service, & Education
Timeline
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Heidi Murphy

Heidi Murphy

Louisville,KY

Summary

Experienced professional with over 15 years in exceptional customer service for diverse patients. Demonstrates integrity, leadership, and problem-solving skills. Maintains focus on meeting others' needs, exemplifying professionalism and proper business etiquette. Proven ability to work effectively in a team with a positive attitude.

Overview

18
18
years of professional experience

Work History

Team Lead, GSK Program

PharmaCord
07.2024 - Current
  • Coordinated training for new team members, emphasizing our goal for patients to have access to life-altering medications: to get on and then to stay on therapy.
  • Served as a role model for the team by demonstrating commitment to exceptional customer service, professionalism, and adherence to company values at all times.
  • Influenced positive change within the organization through relationship management, innovation, and problem-solving abilities to coordinate maximum learning in minimum time.
  • Ensured all activities comply with healthcare regulations and PharmaCord standard operating procedures, including HIPAA verification and adhering to insurance guidelines.
  • Developed a strong understanding of medical terminology, coding systems (ICD-10 for diagnosis codes, CPT and HCPCS for billing codes) and insurance processes


Case Manager, GSK Program

PharmaCord
11.2023 - 07.2024
  • Supported patients through complex processes such as insurance verification, prior authorization, and appeals.
  • Communicated benefit coverage options and next steps in the patient journey using clear and patient-friendly language.
  • Identified and escalated adverse events, product complaints, and special situations as required by the program.
  • Documented all interactions within the Lynk system, maintaining detailed and accurate records.
  • Actively participated in team meetings and ongoing training to stay updated on policies and procedures.
  • Leveraged electronic tools to navigate and complete benefit investigations, ensuring payer coverage was secured for prescribed treatments.

Administrative Assistant

Advanced Global Communications
07.2023 - 10.2023
  • Produced dozens of documents to provide internal written guidelines and step-by-step procedures for co-workers in handling funds according to company policies.
  • Effectively communicated with customers and vendors via e-mail regarding expectations for how the anticipated payment of funds would be applied.
  • Developed and maintained filing systems to streamline document retrieval processes.

Administrative Assistant III

PDS Tech; Assigned to UPS Airlines
11.2022 - 06.2023
  • Arranged for over 200 pilots to be in compliance with international pre-entry COVID testing requirements, preventing loss of over $500,000.00 due to delays or possible dropped flights.
  • Coordinated with Occupational Health to track the return-to-work dates for dozens of pilots, via email communications and daily spreadsheets.
  • Conducted internal audits to ensure that quarantine paid time off remained within company guidelines.
  • Supported project management efforts by tracking deadlines, deliverables, and team communications.

Customer Service Representative

NexRep; Assigned to Priceline
03.2021 - 03.2023
  • Provided conflict resolution for customer account inquiries, and accurately provided information to solve or assist with customer product/service concerns.
  • Consulted with outside parties to resolve discrepancies and create effective solutions.
  • Worked within guidelines to effectively advise and assist customers with special needs.
  • Prioritized tasks and worked efficiently in a fast paced environment
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.


Administrative Assistant

Missoula Rural Fire District (MRFD)
05.2007 - 03.2021
  • Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
  • Facilitated communication between departments to support project alignment and collaboration.
  • Implemented office procedures that improved operational efficiency and reduced turnaround times.
  • Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
  • Coordinated travel arrangements and itineraries for executives, optimizing time management.
  • Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.

Education

Bachelor of Arts - Psychology

Norwich University
Northfield, VT
12.1994

Skills

  • Attention to detail

  • Coaching and mentoring

  • Conflict resolution

  • Customer focus

  • Process improvement

  • Regulatory compliance

  • Relationship building

Accomplishments

  • 2025: Collaborated with 4 Supervisors and 5 Regional Leads for a 3-month project, regarding the presentation and overview of program standard operating procedure, business rules, and work instructions for new Executive Case Managers.
  • 2024: Coached and trained 90 agents during the AR (Annual Reverification) Season.
  • 2023: Outstanding Leadership Award: for inspiring innovative solutions for UPS, by arranging for over 200 pilots to comply with international pre-entry COVID testing requirements, preventing loss of over $500,000.00 due to delays or possible dropped flights.
  • 2009: Award of Excellence: for exceptional administrative support for The Missoula Rural Fire District (MRFD).


Accolades, Military Service, & Education

  • 1998-02 – 2000-04 U.S. Army (National Guard): Chemical Officer Decatur, GA
  • 1995-01 – 1998-02 U.S. Army (Active Duty): Chemical Officer Fort Stewart, GA

Timeline

Team Lead, GSK Program

PharmaCord
07.2024 - Current

Case Manager, GSK Program

PharmaCord
11.2023 - 07.2024

Administrative Assistant

Advanced Global Communications
07.2023 - 10.2023

Administrative Assistant III

PDS Tech; Assigned to UPS Airlines
11.2022 - 06.2023

Customer Service Representative

NexRep; Assigned to Priceline
03.2021 - 03.2023

Administrative Assistant

Missoula Rural Fire District (MRFD)
05.2007 - 03.2021

Bachelor of Arts - Psychology

Norwich University

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