Tara Thomas
Memphis
Summary
Experienced Customer Care & Patient Support Specialist with 8+ years of experience in healthcare, specialty pharmacy, insurance verification, reimbursement support, and high-volume call center operations. Strong knowledge of HIPAA compliance, prior authorizations, benefits investigation, and specialty pharmacy workflows. Proven ability to manage complex patient cases, communicate insurance benefits, and ensure timely and accurate documentation.
Overview
10
10
years of professional experience
Work History
Patient Services / Customer Support
Sutter Health
04.2023 - Current
- Manage inbound and outbound patient support calls while maintaining HIPAA compliance.
- Enter patient data, referrals, and documentation accurately and promptly in digital systems.
- Assist patients with scheduling, account questions, service coordination, and digital portal navigation.
- Communicate with clinical teams, insurance groups, and administrative departments.
Lead Patient Care Advocate
Cigna Specialty Pharmacy
11.2018 - 04.2023
- Handled high-volume inbound and outbound specialty pharmacy reimbursement calls.
- Completed benefit verifications, prior authorizations, and appeals for specialty medications.
- Documented all patient case information, referral faxes, and insurance updates accurately.
- Communicated insurance benefits, financial responsibility, and copay requirements.
- Processed specialty pharmacy claims and supported rejection resolution and reimbursement guidelines.
- Trained new employees on pharmacy workflows, HIPAA, and patient support procedures.
Customer Service Representative
Disney Contact Center
01.2016 - 11.2018
- Delivered high-quality customer support while managing heavy call volume.
- Resolved account issues, digital platform concerns, and product-related inquiries.
- Maintained professionalism and strong communication reflective of Disney service standards.
Customer Service Representative
American Home Shield
07.2015 - 01.2016
- Assisted customers with claims, billing questions, and warranty service requests.
- Documented account interactions accurately while meeting call metrics and quality standards.
Education
Bachelor of Science - Nursing
Southwest Tennessee Community College
Memphis, TN12-2028
Skills
- Inbound & Outbound Call Handling
- Benefits Verification & Coverage Review
- Prior Authorizations & Appeals
- Specialty Pharmacy Reimbursement
- HIPAA Compliance
- Claims Processing & Rejection Resolution
- Documentation & Fax Intake
- Patient Support & Insurance Communication
- Workflow Coordination & Accuracy
TOOLS & SOFTWARE
CapCut, Canva, Adobe Express, CRM Platforms, EMR Systems, Microsoft Teams, Outlook, Excel, Meta Business Suite, Insurance Portals, Fax Intake Systems
Languages
English
Full Professional
Timeline
Patient Services / Customer Support
Sutter Health
04.2023 - Current
Lead Patient Care Advocate
Cigna Specialty Pharmacy
11.2018 - 04.2023
Customer Service Representative
Disney Contact Center
01.2016 - 11.2018
Customer Service Representative
American Home Shield
07.2015 - 01.2016
Bachelor of Science - Nursing
Southwest Tennessee Community College