Kierra Gowdy
Charlotte,NC
Summary
Dedicated Healthcare Operations and Management professional with history of providing administrative oversight and management and meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Organized and dependable and successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. With focus on organizational improvements through leveraging expertise in research with the ability to, develop, and deploy strategies, programs, and initiatives. Well-versed in collaborating with employees and leaders to resolve complex procedural problems affecting business operations by evaluating and implementing solutions.
Overview
10
10
years of professional experience
Work History
Associate, Pharmacy Strategy Consultant
Mercer
Charlotte, NC
05.2021 - Current
- Assists with management of 15+ clients on innovation, financial planning, and strategy of health and benefit plans.
- Manages various projects and responds to internal and external requests from clients and vendors.
- Prioritized tasks to meet tight deadlines, pitching in to assist others with project duties.
- Assists the client in evaluating renewals, and manages the RFP process for developing and onboarding for clients while implementing pharmacy products and programs. Including contract and administrative analysis, as well as go-to-market strategies.
- Works under the guidance of the consulting team on strategic projects.
- Assists the consulting team in gathering, organizing, and analyzing data for various client projects and evaluate factors driving results and summarized into presentations.
- Kept detailed records of daily progress to identify and correct areas needing improvement.
- Analyzed problematic areas to provide recommendations and solutions.
- Establishes necessary carrier/vendor relationships with appropriate contacts to serve clients in handling all administrative tasks.
Pharmacy 340B Analyst - Contract Pharmacy Coordina
University Of Virginia Medical Center
Charlottesville, VA
08.2020 - 05.2021
- Review daily performance to determine areas for opportunity; perform daily maintenance of the split software; review utilization and accumulation files for optimization; keep up to date on 340B policy changes and participate in educational events related to 340B.
- Analyzed financial data.
- Interacted with internal vendors to understand business needs and translate into requirements and project scope.
- Supported leadership team with reporting, analysis and business presentations to inform divisional strategies.
- Performed quality assurance to meet appropriate standards and facilitate improvement of processes.
- Conducted system analysis and research to maintain and improve program.
- Perform routine internal audits to assure program compliance; prepare routine reports for pharmacy operations and leadership regarding savings.
Pharmacy Services Coordinator
BlueCross BlueShield Of NC
Durham, NC
11.2016 - 08.2020
- Organized ongoing maintenance schedules to boost system performance.
- Processes prior authorization requests from physicians’ offices and ensures compliance with NCQA requirements; informs relevant parties of all prior authorization determinations.
- Worked in conjunction with the corporate pharmacy team to proactively suggest changes and updates to help improve prior authorization forms and applications for quarterly utilization management updates.
- Resolves and coordinates the resolution of escalated customer service inquiries and grievances internally and with PBM, including researching and authorizing/making pharmacy claim adjustments as appropriate.
- Developed training programs/Standard Operating Procedures (SOPs) to ensure that new and existing staff members efficiently performed their work responsibilities.
Team Lead
Cisive
Spring Lake, NC
03.2014 - 11.2016
- Managed, mentored, and trained 15+ Verification Specialists to meet daily operational goals by providing continuous training, creating a supportive culture that focused on excellent customer service and quality improvement
- Increased productivity by 15% in the first year as part of a team effort by ensuring production goals are met by providing consistent management, feedback, communication and corrective resolution.
- Identified sources of dissatisfaction and recommended a new workflow process that greatly enhanced employee morale by 20% and customer retention by 30%.
- Coached team members in techniques necessary to complete job tasks.
- Trained new team members by relaying information on company procedures.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
Team Lead-Medicare Humana Campaign
Xerox, ACS
Cary, NC
10.2012 - 03.2014
- Responsible for leading, training and mentoring 10+ customer service representatives.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Focused on developing and delivering the highest level of customer service delivered within the team while identifying the most appropriate course of action for problem resolution and effectively communicates plans to staff.
- Recommended necessary adjustments to department procedures based on customer and team needs.
Education
Master of Science - Healthcare Administration
Southern New Hampshire University
Manchester, NH10.2018
Bachelor of Science - Business Administration Concentration: Healthcare
Fayetteville State University
Fayetteville, NC05.2016
Skills
- Complex Problem-Solving
- Logic and Reasoning
- Active Listening
- Excellent written and verbal communication
- Research
- Knowledge of Microsoft Office Product Suite
- Process Improvement
- Project Management
- Strategic Planning
- Time Management
- Customer Service/Relations
- Data analytics
Timeline
Associate, Pharmacy Strategy Consultant
Mercer
05.2021 - Current
Pharmacy 340B Analyst - Contract Pharmacy Coordina
University Of Virginia Medical Center
08.2020 - 05.2021
Pharmacy Services Coordinator
BlueCross BlueShield Of NC
11.2016 - 08.2020
Team Lead
Cisive
03.2014 - 11.2016
Team Lead-Medicare Humana Campaign
Xerox, ACS
10.2012 - 03.2014
Master of Science - Healthcare Administration
Southern New Hampshire University
Bachelor of Science - Business Administration Concentration: Healthcare
Fayetteville State University
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