Customer Service Help Desk

Sudavan Phimprachanh

**** *.*. ** ******, Bethany, OK 73008

405-***-**** - *******@*****.***

PROFESSIONAL SUMMARY

Dedicated healthcare and customer service professional with over a decade of experience in pharmacy operations, healthcare administration, and patient support. Skilled in handling confidential information, resolving complex claims issues, and maintaining strong relationships with patients and providers. Bilingual in English and Laotian.

PROFESSIONAL EXPERIENCE

Data Integrity Specialist

Revenue Management Solutions 2024 – May 2025

• Review and correct data extracted by the Optical Character Recognition (OCR) process used by hospitals, clinics, and lockbox operations.

• Maintain data entry requirements by following program protocols.

• Audit customer data for accuracy and make necessary adjustments.

• Ensure compliance with HIPAA and handle confidential client information.

Pharmacy Help Desk Representative

University of Oklahoma College of Pharmacy 2016 – 2024

• Responded to provider and member calls related to pharmacy benefits, formulary coverage, and claims.

• Assisted with claim resolution and prior authorization inquiries.

• Provided policy and procedure clarification for Medicaid pharmacy services.

• Maintained accurate documentation and upheld patient confidentiality in compliance with HIPAA.

Key Achievements:

• Resolved over 100 Medicaid inquiries weekly with a 95% first-call resolution rate.

• Reduced call escalations by 20% through improved documentation and communication.

• Provided timely pharmacy policy guidance to 1,000+ providers across Oklahoma.

Customer Service Specialist

MaxCare Rx 2016 – 2023

• Provided support to pharmacy members with claims, contracting, and pricing issues.

• Investigated and resolved claim discrepancies, missing data, and benefit inquiries.

• Communicated with PBM Account Managers and team members to resolve concerns.

• Ensured compliance with HIPAA and handled confidential client information.

Pharmacy Representative

Pharmacy Management Consultants / OU College of Pharmacy 2012 – 2016

• Responded to Medicaid pharmacy inquiries from providers and patients.

• Explained policy, benefits, and procedures to Medicaid providers.

• Maintained positive, professional communication with healthcare stakeholders.

Health Unit Coordinator

Integris Baptist Medical Center 2006 – 2012

• Managed patient charts, transcribed orders, and entered data into hospital systems.

• Maintained supply inventory and coordinated test result distribution.

• Troubleshot and performed QA on office and computer equipment.

Medical Assistant

Family Practice, Dr. Clinton A. Winslow 2006 – 2007

• Collected vital signs, obtained authorizations, and scheduled appointments.

• Performed EKGs, blood draws, urinalysis, and other clinical tasks.

Chiropractic Assistant / Receptionist

Mustain Chiropractic Clinic 2005 – 2006

• Managed front desk operations, patient documentation, and scheduling.

• Provided therapy assistance and supported chiropractor during procedures.

EDUCATION

Oklahoma State University – Oklahoma City

Associate of Applied Science in Information Technology 2016

Vatterott College – Oklahoma City, OK

Diploma – Computer Office Assistant 2009

TECHNICAL SKILLS

Microsoft Office (Word, Excel, Access, Publisher, PowerPoint)

Internet research, Windows XP/2000/NT

10-Key proficiency

ADDITIONAL QUALIFICATIONS

Excellent interpersonal and phone communication skills

Highly organized, self-motivated, and able to multitask efficiently

Fast learner with strong leadership and customer service abilities

Bilingual: English and Laotian

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