Summary
Overview
Work History
Education
Skills
Timeline
Generic

Keyera Chaptman

Riverview

Summary

Experienced customer service representative with transferable skills, seeking an opportunity within a professional organization to grow, enhance my abilities, and apply my knowledge and experience to overcome workplace challenges.

Overview

13
13
years of professional experience

Work History

Pharmacy Tech Support (Contract)

IQVIA
05.2024 - 05.2025
  • Provide initial support for customer requests via telephone, email, fax, or other available means of contact to the Support Center
  • Quickly assess the user's issue and provides first level support for problem resolution
  • Document information specific to the resolution and escalate unresolved issues expeditiously to the appropriate area
  • Assisted with card activation and guided users through program enrollment and eligibility verification
  • Troubleshoot and resolved submission errors, including rejected claims or activation issues
  • Identified recurring issues and recommended process improvements to management
  • Maintained HIPPA compliance and sensitive health and insurance information with discretion

Customer Service Help Desk Representative

Optum (Healthcare)
03.2015 - 02.2024
  • Answer incoming phone calls from healthcare providers, pharmacies, and claim examiners/adjusters and identify what type of assistance the caller needs
  • Focus on resolving issues on the first call, navigating through complex computer systems to identify the status of the issue and provide appropriate response to the caller
  • Create, edit or terminate claims for injured workers.
  • Deliver information and answer questions in a positive manner to facilitate strong relationships with the providers, pharmacies and claim examiners
  • Complete the documentation necessary to track issues and facilitate the reporting of overall trends.

Pharmacy Technician (Mail Order)

PMSI (Healthcare)
03.2013 - 01.2015
  • Contacts physician's offices via fax server or phone to obtain authorizations on orders by entering information in the system
  • Work with medical providers in receiving Renewal authorizations from Doctor Offices over the phone through 'Doctor Call' Service under direct supervision of a Registered Pharmacist and in accordance with Florida State Laws
  • Work with technicians by scanning in prescriptions, incoming faxes, and DCI authorizations for processing in a timely manner
  • Verifies and updates fax numbers and phone numbers in the system for contacts to be made
  • Works with opening and sorting incoming mail
  • Forwards doctor called in authorizations to the appropriate area for scanning in a timely manner and also works with patients on denials on medications and the status of their orders via telephone and written memo.

Program Recruitment Representative

PMSI (Healthcare)
12.2012 - 01.2013
  • Work with non-contracted pharmacies to implement temporary contracts and build relationships with a goal of permanently contracting them.
  • Work within departmental applications and systems to obtain clear and concise understanding of revenue dollars, pharmacies refusing to process and any other reasons why bills may or may not be eligible for on line processing, and report results to Technical Lead/Supervisor.
  • Work with Pharmacies and Insurance companies to follow up on transaction/bill processing, establishing a point of contact to maintain a strong relationship, improving customer care and satisfaction
  • Assist Supervisor and Manager on special projects and initiatives as directed.

Receptionist/Program Recruiter

Layla's House
09.2012 - 11.2012
  • Enroll breastfeeding and new moms in learning programs
  • Attend meetings and events to recruit new members
  • Encourage new moms or expecting moms to nurture their newborns.

Education

High School Diploma -

C. Leon King High School
Tampa

Bachelor of Science - Information Technology

Grand Canyon University
Phoenix, AZ

Skills

  • Extensive knowledge of pharmacological terminology
  • Exceptional organizational and interpersonal skills
  • Outstanding customer service orientation
  • Multitasking
  • Computer: Word, Excel, PowerPoint, Internet and Email, Slack
  • Strong Communication Skills
  • Team Oriented

Timeline

Pharmacy Tech Support (Contract)

IQVIA
05.2024 - 05.2025

Customer Service Help Desk Representative

Optum (Healthcare)
03.2015 - 02.2024

Pharmacy Technician (Mail Order)

PMSI (Healthcare)
03.2013 - 01.2015

Program Recruitment Representative

PMSI (Healthcare)
12.2012 - 01.2013

Receptionist/Program Recruiter

Layla's House
09.2012 - 11.2012

High School Diploma -

C. Leon King High School

Bachelor of Science - Information Technology

Grand Canyon University

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