Summary
Overview
Work History
Education
Skills
Professional Certifications
Timeline

Kendra Thompson

Birmingham,AL

Summary

Forward-thinking Pharmacy Operations Specialist bringing 13 years of expertise in retail pharmacy operations, pharmacy auditing, and regulatory compliance for pharmaceutical sector businesses. Cultivates rapport with individuals to optimize project goals and output, resolve complex problems, and deliver innovative improvement strategies. Certified Pharmacy Technician of 10+ years. Detail-oriented and focused on accuracy and efficiency. Personable and professional under pressure.

Overview

12
12
years of professional experience

Work History

Pharmacy Operations Specialist

PharmaPoint
03.2023 - Current
    • Maintained understanding of overall business model of Medicare Part D products, CMS guidance, and PBM claim adjudication system and translate concepts into practice
    • Performed claim/benefit issue identification, communication, root cause analysis, resolution, and remediation activities related to claim review
    • Documented/supported issue tracking, trending, and reporting related to audit and quality review activities
    • Worked collaboratively with cross-functional and cross-organizational teams – build positive relationships, participate in calls and projects, and prioritized tasks and projects to ensure timely completion and effective results
    • Enforced compliance with pharmacy regulations and maintained up-to-date records of all medications dispensed.
    • Analyzed inventory data to identify and address stock discrepancies.
    • Created and updated regular inventory reports and records.
    • Developed and maintained compliance database, tracking all compliance activities and documents for 9 pharmacy sites
    • Assisted with internal and external audits to confirm compliance with applicable laws and regulations.

Lead Pharmacy Technician

CVS Health Corporation (40 Hrs/week Full Time)
05.2021 - 03.2023
  • Directly supervised 10+ Pharmacy Technicians, interns and support staff while on duty
  • Coordinated pharmacy staff schedule and assisted with personnel monitoring and performance evaluations
  • Assisted pharmacists with checking in and pricing drug orders, third party transactions and relevant paperwork
  • Closely monitored department performance metrics and developed plans for ongoing improvement
  • Implemented vaccine awareness campaign that increased immunization-based revenue and enhanced community health education.
  • Recruited, trained and guided new pharmacy technicians, improving overall performance and productivity by 70%.

Coverage Determination Analyst (contract)

RxBenefits (40hrs/week)
07.2021 - 10.2021
    • Input all patient data regarding claims and prior authorizations into system accurately.
    • Triaged unscheduled and emergency authorizations, directing submissions to appropriate personnel for rapid response.
    • Prepared and distributed denial letters, detailing reasons for denial and possible appeal measures.
    • Verified eligibility and compliance with authorization requirements for service providers.

Pharmacy Audit Specialist/Support Technician

Wellness RX/LKT Enterprises(40 Hrs/week Full Time)
01.2019 - 01.2021
  • Responsible for audit preparation and support including analyzing claims data to resolve claims issues, identify claims most likely to be audited, reviewing prescription hard copies to identify potential gaps in documentation requirements, and preparing pharmacy reports to support pharmacy in preparing for audit.
  • Completed audits for external clients timely and accurately by following all departmental policies and procedures.
  • Monitored PBM compliance with state law requirements, including actively monitoring timelines for audit.
  • Coordinated technician training requests.
  • Maintained state/federal law documentation and PBM-specific billing requirements.
  • Interacted, by phone or onsite in person, with pharmacy clients to facilitate preparation and submission of audit and appeals.
  • Provided general audit appeal assistance as directed.
  • Performed other duties and projects as required by supervisor for 6+ stores within pharmacy group

Pharmacy Claims Auditor ( South Florida)

Conduent Integrity Payment Solutions(40 Hrs/wk FT)
8 2017 - 01.2019
  • Worked directly with insurance companies and PBMs to examine a wide variety of pharmacy records against pharmacy claim data to ensure billed pharmacy claims are being accurately submitted
  • Conducted 2-3 Onsite Audits daily and 1-2 Credentialing Audits nationwide
  • Utilized specific client instructions, federal and state regulations and standards of practice to properly access pharmacy documentation
  • Collaborated with claims department and industry anti-fraud organizations to resolve claims.
  • Identified control gaps in processes, procedures and systems through in-depth research and assessment and suggested methods for improvement.
  • Produced and reviewed audit reports for submission to PBMs and advised on audit recommendations and internal controls.

Inventory Specialist

CVS Health Corporation (40 Hrs/week Full Time)
05.2014 - 03.2016
  • Scheduled weekly inventory pickups and deliveries with vendor
  • Communicated with vendors regarding back order availability, future inventory and special orders
  • Participated in physical inventory counts every 3-6 months
  • Monitored completion of inventory activities and ensured team was diligent with compliance processes and procedures to have right medication in stock at appropriate time for patients

Pharmacy Technician

CVS Health Corporation (40 Hrs/week Full Time)
10.2012 - 08.2017
  • Communicated with prescribers to verify medication dosages, refill authorizations and patient information.
  • Resolved non-routine issues: third party billing, computer system and customer service issues.
  • Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality.
  • Entered and processed patients' prescriptions into internal system.
  • Located and measured medications according to prescription information, making modifications as instructed by pharmacists and providers.
  • Calculated dosage, filled prescriptions and prepared prescription labels with absolute accuracy.
  • Answered incoming phone calls and addressed questions from customers and healthcare providers.
  • Coordinated verification and filling of more than 300 daily prescriptions in high-volume retail pharmacy environment

Education

Bachelor of Science - Biotechnology

Miami Dade College, Miami, FL
05.2025

High School Diploma -

Ramsay High School, Birmingham, AL
05.2008

Skills

    • Pharmacy and customer records management
    • Drug utilization review
    • Manual and automated medication dispensing
    • Medicare and Medicaid processing
    • Familiarity with pharmacy claim adjudication standards and procedures
      • MS Windows proficient
      • Confidentiality and HIPAA
      • Team Leadership
      • Pharmacy operations management

Professional Certifications

Nationally Certified Pharmacy Technician (PTCB)

Alabama Pharmacy Technician (ALBOP)

Florida Pharmacy Technician (FLBOP)

Timeline

Pharmacy Operations Specialist - PharmaPoint
03.2023 - Current
Coverage Determination Analyst (contract) - RxBenefits (40hrs/week)
07.2021 - 10.2021
Lead Pharmacy Technician - CVS Health Corporation (40 Hrs/week Full Time)
05.2021 - 03.2023
Pharmacy Audit Specialist/Support Technician - Wellness RX/LKT Enterprises(40 Hrs/week Full Time)
01.2019 - 01.2021
Inventory Specialist - CVS Health Corporation (40 Hrs/week Full Time)
05.2014 - 03.2016
Pharmacy Technician - CVS Health Corporation (40 Hrs/week Full Time)
10.2012 - 08.2017
Pharmacy Claims Auditor ( South Florida) - Conduent Integrity Payment Solutions(40 Hrs/wk FT)
8 2017 - 01.2019
Miami Dade College - Bachelor of Science, Biotechnology
Ramsay High School - High School Diploma,

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