Job Search Status
Open to workDesired start date: 2 weeks notice
Open To Work
Kimberly Vincent
Customer Service
Pleasant Hill,MO
Work Preference
Summary
Results-driven professional with extensive experience in coordinating patient care and resolving insurance inquiries. Known for strong teamwork and exceptional customer service, consistently achieving high satisfaction levels and minimizing patient costs through education on assistance programs.
Overview
23
23
years of professional experience
Work History
Pharmacy Service Representative
CVS Specialty Pharmacy
07.2025 - Current
- Inbound and outbound calls with patients to assist with verifying coverage and processing and scheduling specialty medications.
- Provided patient support by answering inquiries regarding insurance coverage, prior authorizations and copay assistance programs.
- Consulted with insurance company representatives to complete claims processing, resolve concerns, and reconcile patient cost share.
- Care of Excellence Team for Infusion Therapy working closely with patients, providers and home health nursing services to assist with patient home infusion therapy.
- Worked tasks to research and resolve order issues and prevent order delays.
- Coordinated with healthcare providers to obtain prior authorization information and verify scheduled deliveries of medications to providers office and infusion centers.
- Assisted patients in minimizing expenses by educating and assisting in enrollment into copay assistance programs.
Customer Care Representative
CVS Health
06.2007 - 06.2025
- Assisted customers with medication refills via our mail order pharmacy.
- Educated members on their plan coverage and options to reduce their out of pocket expenses for their medications.
- Initiated Prior Authorizations with members and health care providers and educated on alternative medications to obtain coverage or lower cost share.
- Managed high call volume with exceptional professionalism and efficiency.
- Maintained a high level of insurance knowledge to provide accurate information and support to customers.
- Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels.
- Participated in training sessions as a Subject Matter Expert for new hires, sharing knowledge of the prescriptions benefits and insights on best practices in customer service excellence.
- Exceeded in call quality consistently.
Customer Care Representative/Benefits Verification Specialist
CVS Health
05.2003 - 04.2005
- Resolved customer inquiries regarding prescription benefits.
- Placed refills and checked order status for mail order prescriptions.
- Point of contact between clients and the PBM to resolve member inquires and complaints.
- Lead a team of benefits verification specialists with CVS Specialty Pharmacy. Assisted with training and monitoring the accuracy of the benefits investigations.
- Verified coverage for Specialty medications with Medical and Pharmacy benefits and worked closely with health care providers to obtain medical records and submit Prior Authorizations.
- Contacted patients and went over benefits and coverage of their Specialty medication.
Education
Associate of Science - Physical Therapy
Sanford Brown College
05-2000
Skills
- Prescription processing
- Insurance verification
- Teamwork and collaboration
- Effective communication
- Conflict resolution
- Inbound call management
- Policies and procedures adherence
- Problem-solving
Timeline
Pharmacy Service Representative
CVS Specialty Pharmacy
07.2025 - Current
Customer Care Representative
CVS Health
06.2007 - 06.2025
Customer Care Representative/Benefits Verification Specialist
CVS Health
05.2003 - 04.2005
Associate of Science - Physical Therapy
Sanford Brown College