Kawana Payton-Obioha
Kermit
Summary
Dynamic Pharmacy Helpdesk Specialist with proven expertise in medication management and patient care at Prime Therapeutics. Adept at enhancing service delivery through effective communication and HIPAA compliance. Recognized for optimizing patient care plans and implementing quality assurance processes, ensuring exceptional support for diverse patient populations.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Pharmacy Helpdesk Specialist/Member Services Specialist
Prime Therapeutics
Eagan
11.2025 - Current
- Delivered remote support to patients, pharmacists, and providers by resolving prescription, insurance, and billing inquiries via phone, enhancing service experience.
- Verified coverage and processed prior authorizations while ensuring HIPAA compliance to maintain patient confidentiality and regulatory standards.
- Managed medication therapy management initiatives for diverse patient populations.
- Collaborated with healthcare providers to optimize patient care plans.
- Implemented quality assurance processes to enhance service delivery standards.
Customer Care Representative
Chewy Inc.
Plantation
03.2025 - 09.2025
- Handled high call volume while maintaining professionalism and ensuring customer satisfaction.
- Managed approximately 30 incoming calls per day from customers with positive attitude and focus on customer satisfaction.
- Addressed customer inquiries and resolved issues to enhance overall service experience.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Developed call center skills by effectively managing customer inquiries and complaints.
- Communication & Interpersonal Skills
- Process Improvement & Workflow Optimization
- Client & End-User Support
- IT Troubleshooting & Helpdesk
Food Delivery Driver
Uber Eats
Houston
11.2024 - 02.2025
- Coordinated 30 simultaneous deliveries, ensuring timely service and customer satisfaction.
- Delivered friendly and courteous service to enhance customer satisfaction and encourage repeat business.
- Demonstrated professionalism in interactions with restaurant staff and customers, fostering positive relationships.
Medical Assistant Externship
Baylor St Luke
The Woodlands
08.2024 - 10.2024
- Coordinated patient flow for 30-50 patients daily, enhancing operational efficiency and proficiency in Epic/EMR/EHR systems.
- Gathered client medical history, medication information, symptoms, and allergies to streamline patient assessment.
- Maintained accurate patient records and facilitated healthcare teams through front-desk and administrative support.
- Sanitized and organized exam rooms and medical equipment to maintain cleanliness and readiness for patient use.
Patient Care Technician/Unit Clerk
Memorial Hermann Healthcare System
Humble
01.2020 - 08.2024
- Provided personal care to 10-15 patients daily, promoting comfort and dignity during hospital stays.
- Monitored vital signs and reported changes to nursing staff, ensuring timely medical interventions.
- Assisted nurses with essential tasks to streamline workflow in healthcare setting.
- Managed administrative functions, including chart preparation, reception duties, and data entry, improving patient and staff experiences through effective documentation in EMR/EPIC system.
IT Support Specialist I
ACCC Insurance
Houston
11.2015 - 12.2020
- Provided remote and in-person technical support to approximately 30-50 end-users per day, improving system functionality and user satisfaction.
- Monitored 20-30+ open tickets daily using Active Directory, Bomgar Remote Service, and other tools, ensuring prompt issue resolution.
- Managed support actions and requests through ticketing systems to streamline service delivery.
- Handled high call volumes while addressing technical support needs effectively.
- Coordinated patient scheduling for appointments and procedures
- Utilized medical terminology knowledge in patient communications
- Provided basic life support and activities of daily living (ADL) support
- Utilized phlebotomy techniques for blood collection
Administrative Assistant
Hotel Derek
Houston
07.2015 - 10.2015
- Streamlined office operations to enhance employee productivity by 10%.
- Improved document management and 20+ filing systems through ongoing identification of innovative methods.
- Maintained schedules and met 10-15 department deadlines monthly while verifying 5 documents.
Administrative Assistant
National Kidney Foundation
Houston
02.2015 - 06.2015
- Answered and directed phone calls to staff, delivering critical messages promptly.
- Researched and identified best quality, cost-effective office supplies, reducing costs by 20%.
- Managed 30+ organization documentation projects, reports, and purchasing activities totaling $10k.
Education
Some College - Certificate: Certified Medical Assistant
Lonestar College-Montgomery
Montgomery, TX10.2024
No Degree - Nurse AIde
American Medical Institute
Houston, TX12.2022
Master of Business Administration - Teaching & Learning
Ashford University
San Diego, CA08.2015
Bachelor of Arts - Business Information Systems
Ashford University
San Diego, CA04.2013
Skills
- Medication Management
- Medication therapy management
- EMR systems
- HIPAA compliance
- Patient care
- Medical assisting
- Nursing aide
Certification
- Certified Medical Assistant, 10/01/26
- NRCMA, 10/01/26
- BLS, 09/01/26
- Drug Testing
Accomplishments
Achieved certifications in both Medical Assistant, Drug testing and Nurse Aide
Timeline
Pharmacy Helpdesk Specialist/Member Services Specialist
Prime Therapeutics
11.2025 - Current
Customer Care Representative
Chewy Inc.
03.2025 - 09.2025
Food Delivery Driver
Uber Eats
11.2024 - 02.2025
Medical Assistant Externship
Baylor St Luke
08.2024 - 10.2024
Patient Care Technician/Unit Clerk
Memorial Hermann Healthcare System
01.2020 - 08.2024
IT Support Specialist I
ACCC Insurance
11.2015 - 12.2020
Administrative Assistant
Hotel Derek
07.2015 - 10.2015
Administrative Assistant
National Kidney Foundation
02.2015 - 06.2015
Some College - Certificate: Certified Medical Assistant
Lonestar College-Montgomery
No Degree - Nurse AIde
American Medical Institute
Master of Business Administration - Teaching & Learning
Ashford University
Bachelor of Arts - Business Information Systems
Ashford University