Katheryn Epling
Hartselle,AL
Summary
Knowledgeable and dedicated pharmacy professional in the digital space. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
17
17
years of professional experience
Work History
Pharmacy Operations Manager
Weekend Health
09.2023 - Current
Pharmacy Representative
Priority Health
11.2022 - Current
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Prepared and distributed denial letters, detailing reasons for denial and possible appeal measures.
- Resolved patient billing inquiries and other issues efficiently.
- Processed new medication and refill requests for authorization.
- Responded to inquiries from healthcare providers regarding prior authorization requests.
- Provided prior authorization support for physicians, healthcare providers and patients in accordance with payer guidelines.
- Reviewed appeals for prior authorization requests and communicated with payers to resolve issues.
- Comprehensive understanding of a wide range of medications, their uses, dosage forms, side effects, and contraindications. Ability to effectively communicate this information to healthcare professionals and clients.
- Excellent organizational and time management skills, enabling the prioritization of tasks and efficient management of multiple projects simultaneously.
Pharmacy Benefits Specialist
Ventegra
11.2019 - 11.2022
- Maintained customer satisfaction with forward- thinking strategies focused on addressing customer needs and resolving concerns
- Verified member pharmacy benefits, pharmacy processing information and researched any issues should they arise
- Assisted customers via phone, email and live chat typing 65 WPM with 99% customer satisfaction score
- Met performance goals such as: call quality, customer satisfaction, first call resolution and attendance
- Researched complex issues across multiple databases and work with support resources to to resolve customer issues
- Iniatiated prior authorization requests from pharmacies and providers
- Fielded telephone inquiries on authorization status and details from plan members and medical staff
- Remedied issues quickly and within parameters of HIPAA of policies and procedures
Marketing & Design Coordinator
Superior Services
12.2018 - 10.2019
- Created marketing materials using Photoshop, InDesign, Illustrator and Premiere
- Implemented new marketing strategies to improve lead generation
- Designed billboards to be used throughout the local area
- WordPress maintenance and general upkeep
- Completed in-depth reviews of market conditions and customer preferences
- Created documentation outlining research findings for use by project managers, customers and other marketing staff to make accurate decisions about future plans
- Developed campaigns and specific marketing strategies for clients
- Provided front-end website development using WordPress and other editing software.
Retention Specialist
Waynes
01.2015 - 11.2018
- Contacted new customers acquired through real estate closings and introduced Waynes and their multitude of services
- Managed appointments/calendars for inspection specialists in major markets throughout the Southeast
- Continued to be a point of contact for all new customers should any issues arise
- Over 100 outbound calls per day
- Effectively and creatively communicated creating lasting relationships with customers resulting in increased retention
- Followed up on customer inquiries about Waynes by using Podium, a text to answer service
Assistant Guest Services Manager
Corporate Concierge Services
04.2012 - 01.2015
- Provided excellent customer experience for all guests
- Followed up on guest inquiries by using Kipsu, a text to answer service
- Coordinated and managed requests for special arrangements such as wheelchair delivery, personal shopping and more
- Accommodated guests with tourism information about local businesses or attractions that may be of interest
- Oversaw customer service issues and handled complaints
- Trained and coached guest services agents in their performance, to ensure that new employees treat each guest with respect and professionalism.
Graphic Designer
American Classics, Inc
02.2008 - 02.2012
- Created outstanding artwork to be printed on screen printers and garment printers to be sold and distributed to nationwide retailers such as Wal-Mart, Gap Outlet, Old Navy, Kohl's, and Urban Outfitters
- Developed branding solutions for local businesses
- Created advertising campaigns to be implemented on company website
- Designed catalogs to be sent out to prospective vendors
- Routinely answered customer questions regarding merchandise and pricing
- Designed new on-brand visual elements to effectively convey concepts and messaging
- Formatted text and graphics for blog posts, newsletters and other materials
- Trained designers on computer graphic design programs such as Adobe Illustrator and Adobe
- Photoshop
Education
High School Diploma -
Hartselle High School
Hartselle, AL05.2009
Skills
- Account management
- Software troubleshooting
- Live chat support
- Customer retention
- Prior authorization
- Insurance verification
- Eligibility Determinations
- Verbal and Written Communication
- Compensation and Benefits
- Benefits Interpretation
- Process Improvement
- Patient Confidentiality
- Patient Education
- Supporting Pharmacy Operations
- Microsoft Suite
- Insurance Claim Processing Software
- FDA and HIPAA Compliance
- Zendesk
- Salesforce
- Epic
- PALogic
- SAP
Additional Information
- Willing to relocate: Anywhere
Timeline
Pharmacy Operations Manager
Weekend Health
09.2023 - Current
Pharmacy Representative
Priority Health
11.2022 - Current
Pharmacy Benefits Specialist
Ventegra
11.2019 - 11.2022
Marketing & Design Coordinator
Superior Services
12.2018 - 10.2019
Retention Specialist
Waynes
01.2015 - 11.2018
Assistant Guest Services Manager
Corporate Concierge Services
04.2012 - 01.2015
Graphic Designer
American Classics, Inc
02.2008 - 02.2012
High School Diploma -
Hartselle High School
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