Karen Thomas has over 10 years of experience in healthcare administration, customer service, and clinical support. She has an Associate's degree in Health Information Technology from DeVry University. Her most recent roles include Customer Experience Specialist at Skyline Personnel TrialCard, where she assisted with prescription claims processing and customer service, and Team Lead at ACS, where she supervised 15 agents and navigated computer systems to resolve customer inquiries. She aims to provide empathetic and effective care that meets diverse patient needs.

1. Karen Thomas
106 C Stowe Place, Garner, NC 27529 H: 919. 594.1614 M: 919.802.1518 kburr68@yahoo.com
MEDICAL TERMINOLOGY ICD-10-CM/PCS MEDICAL BILLING & CODING INSURANCE & REIMBUREMENT
Career Summary
Empathic, effective, and motivated professional who combines clinical experience with compassion to meet
the challenges facing today's healthcare organizations. Clear awareness of diverse backgrounds, alert to
widely varied patient needs and circumstances. Collaborative team player, key resource to colleagues and all
customers alike.
Education
DeVry University/ Keller Graduate School of Management, Morrisville NC 2015
 A.A.S Associates of Applied Science Health Information Technology
Experience
Skyline Personnel TrialCard, Cary, NC Customer Experience Specialist 2013 - 2014
 Use clear, concise communication skills in conjunction with organizational skills to perform daily duties.
 Placed outbound calls to prescriber's as well as pharmacies assisting with FDA mandates for new drug
formulation.
 Processed and troubleshoot prescription claims, adverse events, medical inquires and product
claimants.
 Assisted pharmacist, healthcare providers and patients with submitting and processing claims.
 Activated co-pay assistance coupons and performed data entry.
ACS a Xerox Company, Cary, NC Team Lead/ Customer Service 2009 - 2013
 Recognized for long hours, commitment to customers, attention to detail, professionalism, and follow-
up.
 Supervised 15 plus customer services agents on best practices and customer service care.
 Navigated through multiple computer applications with speed and accuracy.
 Ability to work with customers to resolve inquiries, provided troubleshooting assistance to customers.
 Implemented coaching and feedback in order to achieve individual and team performance goals.
 Maintained a high level of world class customer service and professionalismto a wide range of
customers.
 Recommended products or solutions that best suit the customer.
Shufford Group Home, Knightdale, NC Paraprofessional 2008-2009
 Provided clinical supportive interventions according to treatment plan on an off-site basis.
 Ensured client’s attendance to initial medication evaluation and subsequent medication appointments.
 Supported medical records’ staff in securing PCP referral in a timely manner.
 Establish positive relationship with client, family and their support network.
 Models stability for client and family with regular sessions.
 Empower client to improve day to day functionality, reducing stressors and increasing ability to focus
on treatment goals.
Achievements
AHIMA, HIT (RHIT pending), National Honor Society, Dean’s List