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. Demonstrates integrity, leadership, and problem-solving skills. Highly skilled in communication, organization, and problem-solving to ensure seamless operations. Dependable and resourceful, consistently delivering high-quality outcomes. Effective team player with a positive can-do attitude!

Overview

19
19
years of professional experience
4
4
years of post-secondary education

Work History

Team Lead, GSK Program

PharmaCord
Jeffersonville, IN
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
Jeffersonville, IN
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 III

PDS Tech; Assigned to UPS Airlines
Louisville, KY
11.2021 - 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.

Administrative Assistant

Missoula Rural Fire District (MRFD)
Missoula, MT
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
08.1990 - 01.1995

Skills

Attention to detail

Conflict resolution

Coaching and mentoring

Process improvement

Relationship building

Accomplishments

  • 2025: Revamped the entire training program for all new hires: provided detailed written work instructions and training videos on how to produce the Summary of Benefits for both Major Medical (MM) and Pharmacy (PBM) coverage within the internal Lynk database for PharmaCord.
  • 2025: Collaborated with 6 Supervisors for a 3-month project to reconstruct the training plan for the program: effectively streamlining the training process and reducing the training period from 8 weeks to 5 weeks for new Executive Case Managers.
  • 2024, 2025: Coached and trained over 300 new agents during two respective AR (Annual Re-verification) Seasons.
  • 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

  • Group Chemical Officer: 02/1998 - 04/2000
    265th Engineer Group (National Guard); Decatur, GA
  • Assistant Group Chemical Officer: 05/1997 - 02/1998
    24th Corps Support Group (CSG); HHC Fort Stewart, GA
  • Platoon Leader: 05/1996 - 05/1997
    2nd Platoon, 92nd Chemical Company; Fort Stewart, GA
  • Battalion Chemical Officer: 05/1995 - 05/1996
    1st Battalion, 3rd Aviation Regiment; Hunter Army Airfield

Recipient of the following military accolades:
*  National Defense Service Medal
*  Parachutist Badge
*  Bronze German Armed Forces Efficiency Badge

Timeline

Team Lead, GSK Program

PharmaCord
07.2024 - Current

Case Manager, GSK Program

PharmaCord
11.2023 - 07.2024

Administrative Assistant III

PDS Tech; Assigned to UPS Airlines
11.2021 - 06.2023

Administrative Assistant

Missoula Rural Fire District (MRFD)
05.2007 - 03.2021

Bachelor of Arts - Psychology

Norwich University
08.1990 - 01.1995