Customer Service Administrative Support

Sara Farmer

*** ******** ******, **********, ** *2616

Mobile: 870-***-****

Professional Summary

Experienced healthcare and customer service professional with a strong background in pharmacy, patient coordination, and administrative support. Proficient in Microsoft Office, QuickBooks, and medical billing systems. Known for excellent communication skills, adaptability, and a strong work ethic.

Care Manager

IQVIA / AllCare Plus Pharmacy — Remote

January 2025 to Present

Conducted benefit investigations by contacting insurance companies to verify patient eligibility, coverage, and prior authorization requirements.

Assisted patients and healthcare providers with enrollment in manufacturer and non-profit copay assistance programs.

Provided high-quality customer service through inbound and outbound calls, ensuring accurate documentation and adherence to HIPAA guidelines.

Supported patients with medication adherence and access to therapy by coordinating with pharmacies, providers, and support programs.

Maintained program specific KPIs and quality standards through continuous training and performance monitoring.

Collaborated with cross-functional teams to streamline patient support services and improve operational efficiency.

Participated in onboarding and mentoring of new team members as needed.

February 2024 – January 2025: Business Communication Training Programs Services Rep – Populus Recruiting

• Savings Card Program for Humira, Skyrizi, Rinvoq, Qulipta

• Claims support, investigate denied claims, provide virtual debit cards to pharmacies

• Work with Pharmacies and Patients

• Adverse Event Reporting

• 100% remote work experience

March 2023 – February 2024: Patient Care Coordinator – Optum Global Solutions, UHG

Coordinated and scheduled patient appointments across multiple departments and providers, ensuring optimal use of clinical resources and patient satisfaction.

Verified insurance coverage and obtained necessary authorizations and referrals in compliance with healthcare regulations.

Maintained accurate and up-to-date patient records using electronic health record (EHR) systems such as [insert system name if applicable, e.g., Epic or Cerner].

Communicated effectively with patients, providers, and administrative staff to resolve scheduling conflicts and streamline workflows.

Demonstrated strong attention to detail, time management, and customer service in a fast-paced healthcare environment.

November 2022 – March 2023: Customer Service Representative – Conduent Business Services, LLC

Provided high-quality customer support for Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA), assisting clients with account inquiries, transactions, and benefit usage.

Educated customers on plan details, IRS guidelines, and eligible expenses to ensure compliance and maximize benefit utilization.

Resolved complex account issues, including claims disputes, card declines, and reimbursement delays, with a focus on accuracy and empathy.

Utilized CRM and proprietary systems to document interactions, track case progress, and maintain data integrity.

Maintained performance metrics including call quality, resolution time, and customer satisfaction in a high-volume call center environment.

Collaborated with internal departments to escalate and resolve technical or policy-related issues efficiently.

April 2021 – September 2022: Cable Assembler – Ducommun AeroStructures

•Assembled, routed, and terminated electrical cables and wire harnesses for aerospace components in accordance with engineering drawings and specifications.

Performed soldering, crimping, and connector installation using hand tools and precision equipment, ensuring compliance with IPC/WHMA-A-620 standards.

Conducted continuity and resistance testing to verify functionality and quality of cable assemblies.

Maintained detailed production records and followed strict documentation protocols to meet FAA and customer requirements.

Collaborated with quality assurance and engineering teams to troubleshoot and resolve assembly issues.

Adhered to safety and cleanroom procedures in a high-precision manufacturing environment.

August 2019 – April 2021: Production Associate – Butterball, LLC

Prepared and packaged fully cooked turkey products in a high-volume food production environment, ensuring compliance with USDA food safety and quality standards.

Operated machinery and equipment for portioning, boxing, and labeling products for distribution.

Conducted visual inspections and quality checks to ensure product consistency and packaging integrity.

Collaborated with team members to meet daily production and shipping targets while maintaining a clean and organized work area.

Followed strict hygiene, safety, and sanitation protocols in accordance with HACCP and company guidelines.

Assisted in loading and staging finished goods for shipment, ensuring accurate order fulfillment and timely delivery.

July 2016 – August 2019: Production Lead – Tyson Foods

Supervised and coordinated daily operations on the production line, ensuring consistent workflow, quality, and safety standards were met.

Led a team of [insert number] associates in processing, packaging, and inspecting poultry products in a high-volume food manufacturing environment.

Trained new employees on standard operating procedures (SOPs), safety protocols, and equipment use.

Monitored line performance, identified bottlenecks, and implemented process improvements to increase efficiency and reduce downtime.

Communicated with supervisors, maintenance, and quality assurance teams to resolve issues and maintain production goals.

Ensured compliance with USDA regulations, HACCP guidelines, and Tyson’s internal quality and safety standards.

October 2001 – May 2008: Certified Pharmacy Technician – Poynor Drug

• Assisted pharmacists in preparing and dispensing medications, ensuring accuracy and compliance with state and federal regulations.

Processed prescriptions, verified insurance coverage, and resolved billing issues to ensure timely patient access to medications.

Maintained inventory by ordering, receiving, and restocking medications and supplies, including controlled substances.

Provided excellent customer service by answering questions, offering medication counseling support, and managing refill requests.

Operated pharmacy software systems (e.g., PioneerRx, QS/1, Epic) to input patient data, process claims, and manage workflow.

Adhered to HIPAA guidelines and maintained patient confidentiality at all times.

Education

High School Diploma-Berryville Public Schools -Diploma

Certification in Medical Coding and Billing – University of Arkansas, Fayetteville, AR (January 2022 – April 2022)

Accounting Certificate in Computerized Accounting – Riverside Vo-Tech, Newport, AR (December 2014 – May 2016)

Skills

• Microsoft Office, Excel, Access, PowerPoint, Outlook, Word

• QuickBooks, Sage, Salesforce, EMR systems, CRM software

• Medical terminology, ICD coding, HIPAA compliance

• Customer service, call center experience, data entry

• Accounting, bookkeeping, general ledger reconciliation

• Communication, organizational skills, time management

Additional Information

• Certified Pharmacy Tech for 8 years (certification lapsed)

• Experience in leading co-workers and working in fast-paced environments

• Flexible employee with strong work ethic and attention to detail

Seasoned Remote Experience

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