Pamela Heck

Philadelphia, PA *****

adv8ri@r.postjobfree.com

+1-267-***-****

Result-driven and highly reliable skilled Client support specialist with excellent knowledge of the healthcare industry. Phenomenal professional communication skills with patients and healthcare professionals. Able to function well as an independent worker or as part of a medical clerical team Work Experience

Patient support representative/Contract Analyst

IQVIA (pharmaceutical) - Bridgewater, NJ

August 2022 to February 2023

• Act as secondary customer interface on small size projects.

• Provide support and assistance on small or mid customers/projects.

• Provide support and assistance in the preparation, review, finalization and distribution of budget and contracts.

• Update and maintain contract databases and files

• Dispatch completed contracts into salesforce for review by compliance manager.

• Communicate with Pharmacist and Physicians about missing documents.

• Receive inbound calls from Pharmacies for prior authorization

• Assistant members with receiving medication savings cards

• Resolve technical issues on the members behalf.

• Educated members about the information that they are requiring about the medication savings card enrollment.

Patient engagement Representative

Bloom Insurance Agency - Bloomington, IN

October 2021 to April 2022

• Interacting with provider-partner patients in an engaging, consultative, and professional manner.

• Make outbound calls and receive inbound calls in a well professional manner

• Communicate and educate patients in a consultative, professional manner, per defined campaign/ outreach parameters

• Ensure performance with focus on patient experience, identification of Sales opportunities and patient retention

• Maintain or exceed KPI and quality performance based on established metrics

• Actively and positively participate in coaching sessions

• Document all activities through appropriate systems and channels

• Escalate unresolved issues to the next level of support

• Identify process efficiencies/improvements and partner with appropriate teams to effectuate change

• Excellent attendance, along with consistent dependability and flexibility in the workplace

• Health insurance verification follow up

• Worked with salesforces to locate patients files. Direct Support Professional

The Salvation army

June 2013 to September 2021

• Provide quality direct/personal care to individuals with intellectual disabilities

(adults) with Down syndrome, turners syndrome and bipolar

• Administered individuals prescribed medications.

• Assisted with schedule appointments such as, doctor's visits, community outings and etc by driving transporting in company's vehicles.

• Documented individual support plans.

• Encouraged individuals with mental/ behavior health disorders to become more active and involved the communication.

• Complete individual’s monthlies and daily logs, check for medications errors if any document the name of the medications that are considered a medication. Assigned as lead staff for monthly meetings alone with ISP Meeting and Behavioral health meetings with the individuals and program specialist. Assisted consumer with daily activities such as, community outings, short term goal tasks and activities of daily living.

• Trained new staff on individuals care plans and needs how to administer medication following the proper steps, alone with how document each individual daily task. Credentialing Coordinator

Melmark - Berwyn, PA

October 2015 to December 2018

Responsible for organizing, maintaining, and verifying all aspects of the credentialing process for healthcare practitioners

• Maintain compliance with all legal regulatory policies and procedures

• Respond to inquires from other healthcare organizations and behavioral health specialist

• Entered data, generated reports, and medical record tracking documents Coordinated with physicians and medical staff administrators

• Provided quality analysis and oversight

• Ensure fulfillment of contract specifications and complete client requests

• Ensure through review and verification, that the product deliverable meets the client's specifications, including timeliness and quality

• Research, analyzes and responds to client that require an in-depth understanding of the client, specific business line

• EOB's overview

Assistant Manager

Family Dollar - Philadelphia, PA

November 2008 to February 2011

• Supported manager in performing management functions such as staffing, training, and expanding business plans. Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.

• Strengthened merchandising and promotional strategies to drive customer engagement and boost sales Investigated and resolved customers issues and complaints regarding operational matters - Handled all queries and client feedback in a professional manner. Communicated with the support team and implemented the organization's operational guidelines, standards and policies.

• Monitored and managed operational activities - Directed the branch/store/bank operational risks, financial aspects and QA and audit processes.

• Documented and prepared reports on management and information systems; presented same to manage.

• Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.

• Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.

• Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget. Planned team-building exercises to increase employee performance and job satisfaction.

• Helped with planning schedules and delegating assignments to meet coverage and service demands Education

associate degree in healthcare management

ULIMATE MEDICAL ACADEMY - Clearwater, FL

March 2021 to October 2022

High school diploma or GED

Skills

• Significant healthcare credentialing and customer services experience

• Ability to train motivate and supervise customer service employees

• Excellent telephone and written communicate skills

• Ability to work independently

• File and data retrieval systems

• Excellent working knowledge using both IBM and Mac system, Microsoft excel and Microsoft word

• HIPAA

• Typing (7 years)

• Administrator and business operations (3 years)

• Administrative and business operation (3 years)

• Customer support

• SharePoint

• Document management

• Documentation review

• Mac OS

• Analysis skills

• Presentation skills

• iOS

• Contracts and data entry (2 years)

• Epic

• Microsoft Access

• Windows

• Database management

• Research

• ICD-10

• Medical terminology

• NCQA standards (3 years)

• Databases

• Salesforce (2 years)

• NIPPES NPI Record Search (2 years)

• Database administration

• EHR systems

• Computer hardware

Certifications and Licenses

CPR Certification

Additional Information

HIPAA Compliance Certification

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