Tracy Webb
Charlotte,NC
Summary
Results-driven Healthcare Reimbursement Specialist skilled in benefit investigations and prior authorizations. Enhances patient access to specialty medications through effective communication with providers, pharmacies, and payers. Strong understanding of HIPAA compliance and payer policies supports precise case management and timely therapy initiation.
Overview
17
17
years of professional experience
Work History
Home Health Aide
Concept of Care
Charlotte, NC
07.2023 - Current
- Deliver direct in-home care to elderly or disabled patients in accordance with individualized care plans, improving patient comfort.
- Executed routine home health care tasks including light housekeeping, meal preparation, medication reminders, and companionship, ensuring comprehensive support for patient well-being.
- Supported patient independence by assisting with daily activities including bathing, dressing, and grooming.
- Coordinated transportation for patients to dialysis, doctor appointments, and grocery stores or pharmacy, facilitating consistent access to essential services.
Reimbursement Counselor (perm)
CareMetx, LLC
Remote
03.2025 - 02.2026
- Coordinated prior authorization requests with provider offices, specialty pharmacies, and insurance payers to secure timely coverage approvals.
- Facilitated patient access to specialty medications by conducting detailed insurance benefit investigations and eligibility verification.
- Provided virtual field reimbursement support to healthcare provider offices by educating staff on payer requirements, reimbursement processes, and patient assistance resources.
- Provided guidance to providers and clinic staff on insurance navigation, billing concerns, and patient access solutions to enhance patient support.
- Collaborated with specialty pharmacies, manufacturers, and healthcare teams to facilitate timely therapy initiation and effective reimbursement support.
- Supervised a team of specialists to verify eligibility and prior authorizations for medical services and assisted management with priority cases in a timely manner.
- Maintained accurate case documentation while adhering to HIPAA and regulatory compliance standards.
Benefit Verification Specialist (temp)
Caremetx
Charlotte, NC
11.2024 - 02.2025
- Ensured accurate and up-to-date insurance coverage information by conducting thorough benefit verification for patients.
- Maintained average turnaround time of 8 hours for benefit verification, contributing to departmental targets.
- Maintained strict confidentiality of patient information according to HIPAA regulations throughout the benefit verification process.
- Participated in regular training sessions on insurance policies, billing codes, and industry best practices to enhance compliance and knowledge.
- Supported management with special projects to improve workflow and operational efficiency.
Benefits Verification Specialist
Cencora/Lash Group
Remote
11.2023 - 03.2024
- Verified patient-specific benefits and precisely documented specifics for various payor plans, including coverage, cost share, and provider options.
- Reviewed all patient insurance information to complete the benefit verification process, ensuring accuracy and compliance.
- Documented and initiated prior authorization process, claims, and appeals to expedite patient access to necessary treatments.
- Identified restrictions and completed quality reviews of work to expedite patient access during finalization of product.
Benefit Verification Specialist /Patient Access Specialist
AmerisourceBergen - Lash Group
Fort Mill, SC
11.2019 - 04.2023
- Contacted provider offices, insurance payors, and specialty pharmacies to obtain accurate patient benefit information, improving case resolution speed.
- Reviewed income verification forms to determine patient eligibility for assistance programs, improving access to drug coverage.
- Triaged cases with missing information to program associates or management, facilitating timely resolution.
- Executed special projects to align with team objectives and improve overall service delivery.
OnStar Customer Care Support Specialist
Concentrix
Charlotte, NC
05.2019 - 10.2019
- Provided customer support for navigation, roadside assistance, emergency calls, and other services, achieving high satisfaction rates.
- Streamlined workflow for service orders, including vehicle locking/unlocking, sales support, and communication with Emergency Services Department.
- Educated customers on product and service benefits, exclusions, and workarounds, reducing repeat inquiries and enhancing overall customer experience.
- Achieved high customer satisfaction ratings and consistently met management targets.
Benefit Verification Specialist
AmerisourceBergen - Lash Group
Fort Mill, SC
10.2017 - 11.2018
- Liaised with insurance providers, pharmacies, and providers' offices to avert issues with patient benefit coverage, improving patient access.
- Reviewed patient records for accuracy and updated internal database to ensure data integrity and compliance.
- Maintained knowledge of training modules to proactively resolve issues and deliver exceptional service to patients.
- Exceeded team productivity targets on a monthly basis, contributing to overall department success.
Room Attendant / Inspector
Courtyard Marriott
Charlotte, NC
05.2013 - 07.2017
- Administered departmental operations and supervised team of 10-15 room attendants, enhancing workflow efficiency.
- Attained inspection targets for 65+ rooms daily through team training and development initiatives, maintaining high quality standards.
- Provided administrative support through spreadsheet development, employee scheduling, and supply intake, streamlining departmental operations.
- Resolved electronic and front-facing customer issues consistently in collaboration with the team supervisor, improving guest satisfaction.
Customer Care Specialist
Exelon Gas Company
Charlotte, NC
08.2009 - 01.2013
- Managed inbound and outbound calls regarding billing, service orders, and payment arrangements, facilitating timely service delivery.
- Utilized internal systems and directories to deliver accurate information to customers, enhancing first-call resolution rates.
- Prevented service interruptions for qualified participants by communicating with agencies to obtain medical certificates, maintaining customer access.
- Scheduled field appointments for technicians and coordinated meter readings, optimizing operational workflows.
Education
High School Diploma -
Cleveland Community College
Charlotte, NC06-1997
Skills
- Customer service excellence
- Customer engagement
- Customer support
- Call center experience
- Incident management
- Insurance verification
- Prior authorization
- HIPAA compliance
- Time management
- Application multitasking
- Data entry accuracy
- Microsoft Outlook
- Microsoft Word proficiency
- Spreadsheet management
- Troubleshooting skills
- Phone communication
- Team leadership
- Relationship building
- Critical thinking
- Problem-solving abilities
- Active listening skills
- Office administration skills
- Problem-solving abilities
Timeline
Reimbursement Counselor (perm)
CareMetx, LLC
03.2025 - 02.2026
Benefit Verification Specialist (temp)
Caremetx
11.2024 - 02.2025
Benefits Verification Specialist
Cencora/Lash Group
11.2023 - 03.2024
Home Health Aide
Concept of Care
07.2023 - Current
Benefit Verification Specialist /Patient Access Specialist
AmerisourceBergen - Lash Group
11.2019 - 04.2023
OnStar Customer Care Support Specialist
Concentrix
05.2019 - 10.2019
Benefit Verification Specialist
AmerisourceBergen - Lash Group
10.2017 - 11.2018
Room Attendant / Inspector
Courtyard Marriott
05.2013 - 07.2017
Customer Care Specialist
Exelon Gas Company
08.2009 - 01.2013
High School Diploma -
Cleveland Community College