Karla Ure
St Louis,Missouri
Summary
Successful Healthcare Technical Support Specialist with over 10 years of experience addressing customer requests and concerns to provide relevant information and options. Upbeat and energetic, with grace in handling difficult situations through resourcefulness and adaptability. Extensive knowledge in maintaining patient confidentiality and in HIPAA guidelines and CMS regulations. Linkedin profile at www.linkedin.com/in/karlaure
Overview
14
14
years of professional experience
1
1
Certification
Work History
Pharmacy Specialist
SHARx
Town & Country, MO
07.2020 - Current
- Excellent communication skills, both verbal and written.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Effectively prioritized tasks and organized workflow to increase efficiency.
- Performed technical processes required to dispense medications to patients.
- Collaborated with healthcare providers to optimize medication therapy plans for patients'' wellbeing.
- Enhanced customer satisfaction by providing efficient and accurate prescription filling services.
- Aided in the reduction of prescription errors by meticulously verifying patient information and medication details.
- Maintained strict confidentiality and compliance with HIPAA regulations, ensuring patient privacy.
- Facilitated smooth workflow, organizing prescription orders for efficient processing.
- Verified patient information to correctly dispense medications.
Customer Support Specialist
Lumeris Healthcare Solutions
St. Louis, Missouri
05.2018 - 02.2020
- Served customer account and technical needs across daily calls and automatic assigned cases, consistently meeting productivity and quality targets.
- Maintained 90% success rate on first-call resolutions, escalating complex concerns to supervisors or field personnel to achieve necessary support.
- Completed up to 20 new cases per day with 100% accuracy and consistently high customer satisfaction scores.
- Delivered excellent customer service, resulting in consistent 100% customer satisfaction rating.
- Scored in top 95% of employees for successful Customer Satisfaction Surveys.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Provided basic technical support for clients on wide range of healthcare company products.
Reimbursement Specialist
Foundation Care, LLC
St. Louis, Missouri
12.2016 - 05.2018
- Coordinated with insurance providers to verify customer's policy benefits in relation to Durable Medical Equipment claims.
- Created documents in accordance with payer guidelines and submitted to appropriate parties.
- Created and maintained computerized record management systems to record and process data and generate reports.
- Collected and processed co-payments and out-of-pocket charges using Foundation Care's proprietary database.
- Verified important patient information such as patient demographics, health insurance, and policy information for entry into patient management system.
- Routinely collaborated with department managers to correct problems and improve services.
- Consistently managed over 50 revolving patient reimbursement cases.
Help Desk Analyst
Quest Diagnostics
St. Louis, Missouri
09.2013 - 09.2016
- Used ticketing system to log support tickets to accurately manage, compile and process support actions and requests for each customer encounter. Closed tickets when issues were resolved. On average, opened and closed up to 10 tickets daily.
- Gathered pertinent data, identified and evaluated options and recommended effective course of action to solve connectivity issues.
- Performed tests of functionality, security and performance of different workstations and devices.
- Conducted in-depth product and issue resolution research to address customer concerns.
- Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions.
- Engaged end users and answered questions via email, phone, website live chat and in forums.
- Reviewed mock laboratory test results and clinical technical documentation and procedures.
Patient/Client Advocate
Express Scripts
St. Louis, Missouri
09.2010 - 09.2013
- Educated patients on available wellness services and guided each through process
- Consistently received 100% on call audits
- Provided assistance with all types of patient paperwork, including insurance referrals and authorization overrides
- Managed data integrity by implementing confidentiality methods to enhance information confidentiality
- Educated potential participants on available services and processes to engage in program
- Worked with leadership and pharmacist to resolve prescription problems, improve operations and provide exceptional customer service
- Maintained positive office environment through customer service and advocacy, benefiting staff and patients with Astra Zeneca Patient Assistance program knowledge
Education
Computer And Information Sciences
Columbia College
St Louis, MOSkills
- Technical, medical and patient support
- Customer service excellence
- Medical terminology knowledge
- Professional telephone demeanor
- Data entry
- Salesforce
- EMR and Provider Portal support
- Microsoft Word and Excel proficient
- HIPAA compliant
- Federal CMS standards and Medicare guidelines
- Customer support
Accomplishments
- Customer Service - Consistently received positive feedback surveys from Customers that I assisted. Received awards for being the top representative to get positive surveys returned.
- Customer Service - Consistently received scores of 100% on my call audits.
- Customer Service - Consistently received scores of 100% on my case audits.
Certification
- Certified Pharmacy Technician (CPhT)
- Certified by the Pharmacy Technician Certification Board (PTCB)
- Pharmacy Technician Certificate
Timeline
Pharmacy Specialist
SHARx
07.2020 - Current
Customer Support Specialist
Lumeris Healthcare Solutions
05.2018 - 02.2020
Reimbursement Specialist
Foundation Care, LLC
12.2016 - 05.2018
Help Desk Analyst
Quest Diagnostics
09.2013 - 09.2016
Patient/Client Advocate
Express Scripts
09.2010 - 09.2013
Computer And Information Sciences
Columbia College
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