Summary
Overview
Work History
Education
Skills
Awards
Timeline
Generic

Narasimha Murthy K R

Bangalore

Summary

Experienced Program Associate at Fortrea with 6 years of experience. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

10
10
years of professional experience

Work History

Program Associate

Fortrea (formerly LabCorp)
5 2024 - Current
  • Worked for Lilly Cares Patient Assistance Program, which offers free medications to eligible patients based on program criteria
  • Evaluating patient-submitted applications via fax and online application in the customer management system according to program requirements including income and insurance criteria
  • Handling Escalation calls to assist patients and healthcare providers, and processing applications over the phone when necessary
  • Conducted comprehensive training sessions and meticulous case audits to uphold adherence to industry standards and best practices
  • Handle reporting duties as identified by the team manager
  • Handle Quality claims processing across multiple products/accounts as per the needs of the business
  • Maintained precise and up-to-date records of caller interactions utilizing a customer relationship management system
  • Demonstrated ability to consistently meet deadlines with a sense of urgency while delivering quality results
  • Intermediate to advanced proficiency in Microsoft Excel, PowerPoint, and Word
  • Collaborated with interdisciplinary teams to address Caller’s complaints and escalate concerns when required
  • Consistently stayed informed about the processes to ensure the best possible experience for patients
  • Ensuring that products and services meet the established standards set by the company
  • Process that ensures you're performing according to the standards of your company
  • Maintain and evaluate individual and team performance metrics such as quality scores, average handle time
  • Team Members need constant coaching, monitoring, and training to enhance their skill set, product knowledge and customer service capabilities.

Program Specialist

LabCorp
03.2019 - 05.2023
  • Quickly and efficiently respond to incoming faxes, identify how best to assist
  • Conduct insurance verifications to understand if patient’s prescribed therapy is eligible for coverage
  • Document results in appropriate tracking system
  • Process patient applications and follow the program's specifications to determine their eligibility
  • Document results in appropriate tracking system and manage follow ups as appropriate
  • Process patient Orders if patients are enrolled and eligible for free drug
  • Other duties as assigned
  • Conduct insurance verifications to understand if patients prescribed therapy is eligible for coverage
  • Possibly coordinate prior authorizations, investigate alternative insurance coverage, or other funding sources on behalf of the patients per the program specifications
  • Process patient applications of various complexities and follow the programs specifications to determine their eligibility
  • Place follow up calls and respond to enquiries from patients and/or healthcare providers as necessary
  • Liaise with partner distributors and pharmaceutical manufacturers to request products per the program guidelines and track shipments
  • Coordinate the order and transfer of prescriptions based on their degrees of urgency to specialty pharmacies as appropriate
  • Be familiar with the marketplace and the insurance options available for patients
  • Educate patients on the available options as appropriate
  • Assist with training new team members by shadowing/reverse shadowing them and serving as a data checker by reviewing data entered in the programs tracking system
  • Maintain a professional, calm, and friendly demeanor
  • Express thoughts and instructions clearly in both verbal and written communication
  • Use grammatically correct and concise language.

Program Representative

Labcorp (formerly Covance)
06.2018 - 03.2019
  • Quickly and efficiently manage incoming faxes, identify how best to assist
  • From program customers
  • Conduct insurance verifications to understand if patient’s prescribed therapy is eligible for coverage
  • Document results in appropriate tracking system
  • Process patient applications and follow the program's specifications to determine their eligibility
  • Document results in appropriate tracking system and manage follow ups as appropriate
  • Maintain a professional, calm, and friendly demeanor
  • Express thoughts and instructions clearly in both verbal and written communication, i.e
  • Uses grammatically correct and concise language
  • Identify the nature of the request, document faxes and calls information in applicable software systems
  • Manage customer inquiries per established procedures, as necessary
  • Conduct outgoing calls to obtain any missing information needed to complete program service, or other appropriate information on a case-by-case basis
  • Provide clean, complete, and accurate data of information into appropriate software systems
  • Manage, organize, and coordinate mailing of all outgoing program related materials per the program specifications
  • Other duties as assigned.

Sr Quality Analyst

Hinduja Global Solutions
07.2014 - 02.2018
  • Need to do Quality Checks of Claim’s
  • Sample selection- Sample audit- documentation of error- Error trend analysis- feedback
  • Cross Checking DRG’s, procedure codes and claim forms
  • To create and publish regular audit report with management (daily, Weekly, And Monthly) through excel V Lookup and Pivot table and presenting to team
  • Adhering to the teams SLA, understanding Quality & Auditing parameters maintain process related reports
  • Reviewing the cases was processed with in TAT
  • Doing audits for internal and External
  • Timely responding clients Emails and escalations
  • Preparing the process knowledge test papers so that knowledge gap of the process can be minimized
  • Having calibration call with the onshore team and if any update received, updating the same with the team
  • Identify the knowledge gaps, process gaps, and conduct feedback and refresher sessions
  • Gives constructive feedback to associates and derive action plan, Providing Corrective and preventive actions (CAPA)
  • Strong experience of using QC Tool’s and good knowledge in MS-Excel
  • Participating team meetings and sharing ideas to improve process and doing follow-ups on every day and Mentor updates and sharing to everyone
  • Giving Training to New Joiners and hand handle the team
  • Managing the day-to-day activities of the team
  • Motivating the team to achieve organizational goals.

Education

Bachelor of Commerce -

M S Ramaiah College of Arts Science and Commerce

Skills

Training and auditing

Awards

  • 4 times ACE award for Top performance.
  • 3 Quarter of the Employee Award.
  • Awarded “Top Gun Award” 9 times by the management team for outstanding performances at the time Open Enrollment.
  • Received appreciation for maintaining Quality.
  • Awarded “Perfect Service Award” 7 times for implementing new ideas in the project and making it successful.
  • Awarded “Busy Bee Award” 1 time by the management team for best performance for three months consecutively.20 - Perfect Experience for the year of 2016-2017.

Timeline

Program Specialist

LabCorp
03.2019 - 05.2023

Program Representative

Labcorp (formerly Covance)
06.2018 - 03.2019

Sr Quality Analyst

Hinduja Global Solutions
07.2014 - 02.2018

Program Associate

Fortrea (formerly LabCorp)
5 2024 - Current

Bachelor of Commerce -

M S Ramaiah College of Arts Science and Commerce
Narasimha Murthy K R