Healthcare Admin & Member Support Specialist

DEVINA BURNETT

*** * ****** **,

Independence, MO 64056

816-***-**** ********@*****.***

PROFESSIONAL SUMMARY

Highly dedicated and experienced Administrative and Customer Service professional with 8+ years of experience in healthcare administration, pharmacy benefits, and customer advocacy. Proven ability to manage electronic medical records (EMR), resolve complex claims, ensure HIPAA compliance, and provide exceptional patient/member support. Seeking to leverage strong organizational, communication, and problem-solving skills to advance an administration career.

SKILLS

Healthcare Administration: EMR/EHR Data Entry, Medical Records Management, HIPAA Compliance, Prior Authorizations, Claims Resolution. Customer Service & Advocacy: Inbound Call Handling, Problem Solving, Member Enrollment/Inquiries, Provider Relations, Conflict Resolution. Technical Skills: Microsoft Office Suite, Electronic Health Records (EHR) Systems, Data Management, Fax/Scanning Operations.

Soft Skills: Written & Verbal Communication, Empathy, Flexibility, Subject Matter Expert

(SME) Training/Mentorship.

PROFESSIONAL EXPERIENCE

Pharmacy Benefits Representative - (Contract)

CVS Caremark September 2025 - February 2026

Facilitated timely medication access by processing requests for new prescriptions and authorizing refills for high-volume member base.

Resolved complex rejected pharmacy claims and managed prior authorization submissions using Zendesk, ensuring continuous medication coverage. Served as a Subject Matter Expert (SME) on pharmacy benefits, assisting members with detailed coverage and claim-related inquiries.

Protected sensitive health data by strictly adhering to HIPAA regulations and maintaining accurate member records.

Customer Service Advocate -

TTEC Healthcare Solutions Englewood, CO September 2022 - October 2023 Managed high-volume inbound calls to address customer inquiries regarding medical insurance and benefits.

Successfully resolved customer problems and provided detailed, accurate information, resulting in consistent customer satisfaction.

Documented accurate and detailed information into Zendesk to ensure comprehensive case tracking and follow-up.

Coordinated with medical providers to facilitate customer needs, including appointment scheduling, prior authorizations, and medication requests. Recognized as a Dedicated Commitment Champ, Subject-Matter Expert, and floor support mentor for new advocates.

Electronic Medical Records Specialist-

Wyandot Behavioral Health Network Kansas City, KS February 2022 - September 2022

Managed electronic health records (EHR) by performing accurate data entry, scanning, and filing of medical records.

Ensured 100% compliance with Federal and State regulations by diligently maintaining and protecting confidential client files.

Handled incoming and outgoing correspondence (mail/faxes) and client requests for medical records in a timely manner.

Provided high-level administrative support, including answering, screening, and directing phone calls.

Office Administrator-

Aaron Smith Chiropractor Saint Joseph, MO January 2006 - January 2011 Managed the clinical appointment schedule, consumer check-in process, and promptly notified providers of arrivals.

Processed patient payments (co-pays/self-pay) and managed billing-related inquiries. Performed data entry into the electronic health record and managed all incoming/outgoing administrative documents and communication. Resident Transport & Nutritional Aide

Gower Convalescent Nursing Home Gower, MO December 2000 - August 2001 Safely transported 30+ residents to and from the dining hall/activity centers, strictly adhering to safety protocols (e.g., locking brakes, safety belts). Provided direct nutritional support, including tray delivery based on dietary restrictions, food preparation (cutting, opening), and assisted feeding. Observed and documented resident food and fluid intake, immediately reporting critical changes to the Charge Nurse.

EDUCATION

Bachelor's Degree, Health Care Administration The University of Arizona Global Campus, Chandler, AZ

Associate's Degree, Health Care Administration San Joaquin Valley College, Visalia, CA High School Equivalency Diploma Missouri Western, Saint Joseph, MO REFERENCES

References & Recommendation letters available upon request.

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