Kasey Pack
Customer And Client Services Leader
Mechanicsburg,OH
Summary
Hard-working Professional with exceptional relationship building, presentation and analytical skills. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Known for ability to quickly troubleshoot issues in any role/environment and skilled in leading internal and external initiatives to boost overall departmental performance and client satisfaction.
Overview
20
20
years of professional experience
Work History
Care Management Professional
Harris Rothenberg, Intl., Humana
01.2017 - 01.2022
- Management and administration of two corporate programs; including a large external multi-location hospital system client, and our company internal EAP virtual employee training program.
- Applied strong leadership talents, training and problem-solving skills to accomplish results when working with staff to meet established targets.
- Handled customer complaints and concerns, resolved issues, and adjusted policies to meet changing needs.
Consumer Service Operations Professional
Harris Rothenberg, Intl., Humana
01.2016 - 01.2018
- Collaborated with peers and other business areas to leverage best practices.
- Continually performed pilot initiatives, revising and creating processes to ensure departmental efficiency.
- Subject matter expert (SME) and top performer for the wellness department with an average quality rating of 98%.
Medicare Clinical Innovation Professional
Humana
01.2015 - 01.2016
- Influenced team quality, as a top performer carrying a 100% quality rating
- Experienced in managing clinical cases and relationship building with nurses to ensure a perfect experience.
- Provided professional services and support in a dynamic work environment.
Patient Services Professional
Bioscrip Home Infusion
01.2014 - 01.2015
- Managed confidential URAC audits, insurance authorizations and billing processes, pre-certifications, referrals and TPA’s
- Continually streamlined processes to meet the initiatives of the business, regularly collaborating with the director of operations.
- Drove proactive patient outreach activities to schedule appointments and follow-up on care and health maintenance.
Quality Assurance/Compliance Professional
Medco Health Solutions PBM
01.2002 - 01.2012
- Creation and management of the SOP and auditing process for three locations with more than 1,000 associates, including a call center, pharmacy, and international vendor location.
- Contributed to the decrease in medication events by 63% using data extraction, investigation, ad-hoc process, reporting, and intervention with correction methods.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
Education
Medical Terminology | MS Word | MS Access | MS Excel | MS PowerPoint -
Clark State Community College
General Education Degree - undefined
Istrouma High School
Skills
Process Improvement
undefinedAccomplishments
- Created and implemented a unique process to manage program funds for hurricane disaster events directly impacting Humana employees as well as major external client employees. 2 Shining Star Awards received.
- Developed, managed, and facilitated events for EAP and Work-Life Services to engage Humana employees at all levels that increased overall program participant average by 49% in under 12 months and 300% within 3 years.
- Created and managed auditing and compliance processes within a multi-location environment, which resulted in a reduction of 63% in unfavorable medication events. Recipient of numerous Service Awards.
Timeline
Care Management Professional
Harris Rothenberg, Intl., Humana
01.2017 - 01.2022
Consumer Service Operations Professional
Harris Rothenberg, Intl., Humana
01.2016 - 01.2018
Medicare Clinical Innovation Professional
Humana
01.2015 - 01.2016
Patient Services Professional
Bioscrip Home Infusion
01.2014 - 01.2015
Quality Assurance/Compliance Professional
Medco Health Solutions PBM
01.2002 - 01.2012
Medical Terminology | MS Word | MS Access | MS Excel | MS PowerPoint -
Clark State Community College
General Education Degree - undefined
Istrouma High School
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