Open To Work
Katrina Sanders
Houston,TX
Summary
Experienced customer service and healthcare support professional with over 5 years of experience in prior authorizations, insurance verification, and patient communications. Skilled in call handling, documentation, and collaborating with healthcare providers to ensure timely and accurate processing of requests.
Overview
9
9
years of professional experience
Work History
Prior Authorization Rep
CVS Caremark
Houston, TX
10.2023 - 02.2026
- Processed prior authorization requests via phone and fax, handling an average of 50 calls daily with accurate documentation.
- Coordinated with healthcare providers to submit and track prior authorizations and appeals, ensuring timely status updates.
- Evaluated complex authorization requests and escalated cases to pharmacists when clinical review was required.
- Maintained complete, timely, and accurate records of approvals and denials to support audits and compliance.
Customer Service Rep
Viva USA CVS Aetna
Houston, TX
08.2022 - 02.2023
- Handled high-volume inbound calls to document patient incentive eligibility and account details, improving record accuracy and response times.
- Processed completed appointment confirmations and issued chosen reward gift cards, ensuring timely fulfillment and measurable patient satisfaction.
Customer Service Rep
Maximus
Houston, TX
01.2021 - 02.2022
- Processed inbound claimant calls to register weekly unemployment claims and ensured accurate benefit initiation within required timelines.
- Reopened closed claims by verifying eligibility and updating records to restore claimant benefits promptly.
- Provided online chat support to resolve claimant inquiries and reduce email backlog, producing measurable improvements in response times.
Tiberius Support
Clearbridge Tech
Houston, TX
10.2020 - 02.2021
- Developed distribution plans for Pfizer and Moderna vaccines to coordinate shipment timing and delivery locations across providers.
- Prepared daily shipment and vaccination reports tracking counts of deliveries and healthcare providers vaccinated to support operational decisions.
Customer Service Rep
Maximus
Austin, TX
02.2020 - 03.2020
- Took inbound calls from Medicaid and CHIP members. Provided education of the benefits available. Enrolled/changed healthcare or dental plans.
Customer Service Rep
Teleperformance
Killeen, TX
05.2019 - 11.2019
- Handled high-volume inbound provider calls to resolve eligibility and benefits inquiries with clear, professional communication.
- Verified prior authorization and pre-determination requirements for claims, reducing processing delays and ensuring compliance.
- Documented call outcomes and updated patient eligibility records to support timely claim adjudication and follow-up.
Customer Service Rep
Teletech
Temple, TX
11.2018 - 03.2019
- Handled inbound patient and physician office calls to resolve benefits inquiries and streamline care access.
- Processed credit card payments accurately while ensuring compliance with payment and privacy policies.
- Verified prescription drug coverage and communicated formulary details to reduce pharmacy denial risk.
- Reprinted EOBS and replaced ID cards to restore member access and reduce follow-up contacts.
- Managed appeals, coverage determinations, and grievances to achieve measurable resolution and member satisfaction.
Insurance Specialist/Data Entry
Mckesson
Scottsdale, AZ
12.2016 - 07.2018
- Handled high-volume inbound calls to resolve prescription and enrollment inquiries, improving response consistency and client satisfaction.
- Processed prescription refills and program enrollments while tracking application and document status to ensure timely patient access.
- Conducted outbound outreach for re-authorization intakes, prior authorizations, and benefit investigations to reduce approval delays and secure coverage.
- Prepared and faxed authorization forms to physicians and coordinated with insurers, clinicians, and patients via phone and email to close authorization gaps.
Education
High School Diploma -
Arizona Department of education
ArizonaSkills
- Customer service
- Prior authorization
- Insurance verification
- Enrollment
- Benefit investigation
- Medicare
- Medicaid
- Commercial Insurances
- Communication
- MS Office
- SalesForce
- Nice
- Citrix
Projects
- Jewish Family & Children Service Healthcare Center, Switchboard operator
- 9 News Health Fair, Information/Registration Assistant, 2001-2004
- Heritage Christian Center, Service/Greeter, 2003-2015
- PANDEMIC, 04/01/20, 09/30/20
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
RemoteSalary Range
$22/hr - $1000/hrTimeline
Prior Authorization Rep
CVS Caremark
10.2023 - 02.2026
Customer Service Rep
Viva USA CVS Aetna
08.2022 - 02.2023
Customer Service Rep
Maximus
01.2021 - 02.2022
Tiberius Support
Clearbridge Tech
10.2020 - 02.2021
Customer Service Rep
Maximus
02.2020 - 03.2020
Customer Service Rep
Teleperformance
05.2019 - 11.2019
Customer Service Rep
Teletech
11.2018 - 03.2019
Insurance Specialist/Data Entry
Mckesson
12.2016 - 07.2018
High School Diploma -
Arizona Department of education