Detail-Oriented Patient Support & Compliance Professional

KARLA S. VINCENT

Raleigh, *****, 704-***-****, *****.*.*******@*****.***

SUMMARY Detail-oriented professional with extensive experience in patient support, financial assistance, and customer service. Proven ability to guide individuals through complex processes, ensuring accurate case resolution and compliance with regulations. Adept at coaching teams to meet performance KPIs and improve quality. Combines strong analytical and problem-solving skills with a commitment to enhancing user experience and streamlining operations for maximum efficiency and client satisfaction. WORK EXPERIENCE

BENEFIT VERIFICATION REIMBURSEMENT SPECIALIST

CAREMETX (Temporary Work Assignment)

12/2025 – 02/2026 Charlotte

Contacted insurers/payors to facilitate enrollment in copayment assistance programs and provided clear guidance on appropriate resources to resolve claim discrepancies.

Participated in daily metric review meetings to ensure all KPIs were on track for end-of-month goals.

Managed sensitive patient information with professionalism, supporting individuals through complex reimbursement and access challenges. Collaborated with internal teams to ensure patient accounts had the correct line of business for resolving processing or enrollment issues, ensuring timely and accurate case resolution.

GPS FACILITATOR TURBO TAX

OMNI INTERACTION

12/2021 – Present Remote

Served as a facilitator for fast-paced account support, guiding agents to assist customers through the tax-filing process, understand software features, and confidently navigate each step.

Supported users across multiple Omni communication channels, providing clear explanations, coaching, and real-time assistance to resolve technical issues, account questions, and tax-related concerns. Coached agents to meet performance KPIs by reviewing interactions, identifying detractors, and delivering constructive feedback to improve quality and accuracy.

Fostered user and agent independence by teaching effective platform navigation while maintaining strict compliance with confidentiality and IRS guidelines.

Collaborated with internal teams to escalate complex cases, ensuring a smooth, accurate, and user-friendly filing experience. PATIENT SUPPORT SPECIALIST

ABBVIE

12/2021 – 12/2025 Remote

Assisted with enrollment for copayment assistance programs. Provided guidance to patients for the correct resources to resolve claim discrepancies.

Attended daily metric review meetings to ensure all KPIs were being met for end-of-month goals.

Handled sensitive information and interactions, supporting patients with professionalism.

Connected patients to the appropriate line of business to resolve processing and/or enrollment issues.

SALES FLOOR MANAGER

MACY’S CORPORATION

06/2018 – 06/2020 Charlotte, NC

Interviewed, hired, and trained new associates.

Created work schedules and provided day-to-day coaching to associates. Facilitated the onboarding processes for new team members. Executed essential store operation duties.

Assisted customers and colleagues on the sales floor. Developed plans and procedures for recovery operations. Ensured the smooth execution of the store's closing process. Maximized sales and profits by developing quality sales strategies and appropriately merchandising content within different store areas. Developed, implemented, and tracked SMART goals for employee performance.

Conducted performance reviews and provided feedback to colleagues. Managed and resolved customer escalation issues.

Reviewed daily financial reports with executive management before relaying information to team members in morning meetings.

Strategized and implemented weekly action plans to increase sales in underperforming areas, utilizing the five P's of marketing/management guidelines.

EDUCATION

Central Piedmont Community College

Associate of the Arts Degree, Associates Degree

2010 – 2012 Charlotte

UNC-Pembroke

Undergraduate Degree, Business Administration Marketing 2018 – 2020 Pembroke

UNC-Pembroke

Master of Business Administration

2021 – 2023 Pembroke

SKILLS Financial Reporting/Tracking Regulatory Compliance Quality Assurance Process Improvements

Office Administration Analytical Research

Invoice Processing Database Management

Technology Integration Coordinating

Status/Progress Updates Relationship Building

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