1. PennyL.Volz
Objective
Seeking a position with a company that will allow me to fully utilize my strong
communication and organizational skills and excellent customer service abilities
as well as my attention to details to resolve incoming client requests. Seeking a
company that has potential for internal promotions for growth within the
company.
Experience 12/09/2002 - Present Helios Comp Inc. Tampa, FL
New Patient Services Support Representative
• Assists in all functional areas of the department.
• Insurance Authorizations- Review each agreed to service file to determine
if authorization is needed to process. Contact adjusters if needed via email to
verify file status as well as Dr and medication authorizations when needed.
• Support- Review each file and verify Dr information is correct, and order
medications specifying the correct day supply on hand, and submitting them
to Walgreens to filling.
• Back-up Program Recruitment Rep – Receives inbound calls from
claimants referred to Helios from Adjusters, Nurse Case Managers or Dr’s as
well as Helios National Account Managers, Client Business Solutions and
Client Services to explain and offer mail order service for injured workers
needs.
• Assists the area Manager and Supervisor on special projects and initiatives
as directed.
• Maintains patient privacy and confidentiality under the requirements of
federal and state law. Including HIPPA, Federal Clearance for USPS and
Dept of Homeland Security and in accordance with company policies.
Pharmacy & Claimant Care Specialist
• Responsible for disseminating information on carriers and employers for
services for workers compensation in order to raise pharmacy awareness for
future processing opportunities.
• Answering any/all pharmacy related questions regarding reimbursement of
outstanding invoices to determine and resolve compensability issues in a
timely manner.
• Reviewing and providing response to all pharmacy and claimant issues as
well as permanently contracting those pharmacies that have initiated
temporary contracts.
Tmesys Retail Help Desk
• Receive inbound and make outbound calls to and from all appropriate
parties verify, and validate correct claim information, and process all
medications as needed.
• Contacts insurance carriers, pharmacies, employers, doctors, patients, and
regulatory agencies to explain Tmesys role in the worker’s compensation
process.
• Verifies critical information, per Company policy, to minimize financial
risk and processing of prescriptions.

2. Qualifications
• Federal Clearance though United States Postal Service and the Department
of Homeland Security.
• 12+ years of equivalent pharmacy operations experience with PMSI/
Tmesys Helios.
• Great interpersonal skills, impeccable Customer Service Skills, strong
attention to details, ability to multitask and a high degree of initiative and
independent judgment. Handles interactions with internal/external customers
in a professional manner, demonstrating initiative and a positive demeanor.
• Strong Microsoft Office skills- Outlook, Word, Excel and Power Point as
well as proficient on internal systems (Universe, MRS, Tmesync, ACS
Portal, Walgreen’s Promise Net, Mail Rx and AS400)
Education Completed required courses through an Online University for Customer Service,
HIPPA Compliance and Harassment courses.
2004 Hillsborough Community College Tampa, FL
Continuing Education – Microsoft Office Applications – Word, Excel and Power
Point.
2000 Polk Community College Winter Haven, FL
Continuing Education – Keyboarding and Computer Systems Knowledge
1993 – 1995 Tampa Technical Institute Tampa, FL
Computer Engineering Technology
Personal Interests I am married, have 2 daughters & 5 grandchildren that I absolutely adore. I love
spending time with my family and friends. Staying close with them is very
important to me. I am a strong, devoted Wife/Mother/Nana and Friend. I love
spending time fishing, beaching, boating all outdoor activities that involve being
in or on the water.