Keaundray Osborn
Columbus,GA
Summary
Accomplished Associate Manager Client Services with a Master of Science in Health Science, adept at leading high-performing teams, optimising processes, and resolving complex client issues. Proven ability to drive efficiency, enhance client satisfaction, and ensure regulatory compliance through strategic change management and strong client relationship skills.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Associate Manager Client Services
IQVIA Biotech
04.2025 - Current
- Led a team of 16 medical billers and 5 billing stagers to streamline operational workflows, resulting in a 20% reduction in claim processing time and improved overall billing accuracy.
- Developed comprehensive Standard Operating Procedures (SOPs) that enhanced team productivity by 30%, ensuring consistent compliance with industry regulations and reducing errors.
- Handles escalated cases for the provider’s office and patients who are having issues obtaining payment for claims.
- Managed client accounts, ensuring timely service delivery and satisfaction.
- Led client onboarding for 20+ new accounts, ensuring smooth service integration.
Care Navigator Team Lead
IQVIA Biotech
01.2023 - 04.2025
- Coordinated onboarding and training programs for 16 billers, achieving a 30% reduction in new hire ramp-up time and ensuring consistent knowledge transfer across the team.
- Conducted comprehensive call audits on over 40 patient interactions quarterly, identifying key areas for improvement that increased overall patient satisfaction scores.
- Led performance review sessions and streamlined onboarding processes, resulting in a 20% boost in team productivity and improved compliance with quality standards.
- Developed and implemented new training modules, boosting team efficiency by 15%.
Care Navigator
IQVIA Biotech
10.2023 - 01.2025
- Coordinated claims processing for four infusion centers, achieving an on-time payment rate within 24 hours of submission and reducing billing delays.
- Developed comprehensive training materials and facilitated onboarding sessions, resulting in a decrease in new team member ramp-up time.
- Acted as primary liaison for infusion centers, streamlining communication channels that improved claim resolution efficiency by supporting seamless operational workflows.
Pharmacy Lead Technician
CVS Pharmacy
Columbus, GA
12.2015 - 10.2024
- Orchestrated daily operations for a team of five Pharmacy Technicians, optimizing prescription filling processes to reduce medication errors by 15% and ensure 99.9% accuracy in dispensing.
- Led onboarding and training initiatives for new pharmacy technicians, increasing team efficiency and reducing training time from six weeks to four weeks through comprehensive skill development programs.
- Coordinated inventory management for a team, optimizing stock levels to reduce medication shortages and streamline prescription filling processes.
- Managed patient and doctor communication channels by handling outbound calls, resulting in an improvement in prescription turnaround times and enhanced patient satisfaction scores.
Care Navigator Stager
IQVIA Biotech
07.2023 - 10.2023
- Streamlined the staging process of medical billing claims by implementing a standardized workflow, reducing claim processing time, and increasing the accuracy rate, thereby accelerating reimbursement cycles.
- Managed over 50 inbound calls weekly from infusion centers, providing timely updates on claim statuses and payment details, leading to an improvement in overall customer satisfaction scores.
- Collaborated with billing teams to identify bottlenecks in claim submission procedures, resulting in the resolution of 150+ complex issues per month and ensuring consistent compliance with healthcare regulations.
Care Manager
IQVIA Biotech
05.2022 - 07.2023
- Streamlined benefits verification process with PBMS for immunology specialty drugs, reducing turnaround time and ensuring timely medication access for over 200 patients monthly.
- Resolved an average of 40 inbound patient calls daily regarding copay card issues, increasing first-call resolution rate and enhancing patient satisfaction scores.
- Collaborated with patients to update benefit information, decreasing claim rejections related to coverage, thereby improving medication adherence rates.
Education
Masters of Science - Health Science
Wilmington University
05-2026
Bachelors of Science - Health Science
Columbus State University
Columbus, GA08-2021
Skills
- Staff management
- Strategic planning
- Negotiation
- Operations management
- Staff training and development
- Results analysis
Certification
- Certified Pharmacy Technician
- Certified Pharmacy Billing and Reimbursement
- Certified Billing and Coding Specialist
- HIPAA Certification
- Register Pharmacy Technician
Timeline
Associate Manager Client Services
IQVIA Biotech
04.2025 - Current
Care Navigator
IQVIA Biotech
10.2023 - 01.2025
Care Navigator Stager
IQVIA Biotech
07.2023 - 10.2023
Care Navigator Team Lead
IQVIA Biotech
01.2023 - 04.2025
Care Manager
IQVIA Biotech
05.2022 - 07.2023
Pharmacy Lead Technician
CVS Pharmacy
12.2015 - 10.2024
Bachelors of Science - Health Science
Columbus State University
Masters of Science - Health Science
Wilmington University