Jhaela Felder
Charlotte,NC
Summary
Client Support and Healthcare Operations professional with 10+ years of experience delivering exceptional customer service across pharmacy, healthcare, and patient support environments. Proven success resolving complex member and provider inquiries, coordinating prescription access, navigating insurance benefits, and collaborating with cross-functional teams to ensure timely resolution of customer needs. Skilled at managing high-volume inbound and outbound communications while maintaining HIPAA compliance, accurate documentation, and outstanding customer satisfaction. Experienced using CRM platforms, healthcare technology systems, and pharmacy workflows to improve operational efficiency and create positive customer experiences.
Overview
19
19
years of professional experience
Work History
Inbound Contacts Representative I
Centerwell Pharmacy
12.2025 - 07.2026
- Educate members on prescription benefits, medication delivery, pharmacy policies, and available healthcare resources.
- Resolved complex customer order inquiries by providing accurate information and clear guidance, improving member understanding and satisfaction
- Document all interactions, complaints, and transactions with precision, ensuring compliance and audit readiness
Clinical Trial Administrator
Fortrea
01.2023 - 02.2025
- Managed TMF documentation and ensured compliance with ICH-GCP and sponsor SOPs, improving audit readiness and data integrity by 20%.
- Coordinated training compliance and project documentation, achieving 100% completion of study-required training
- ·Partnered with cross-functional teams to streamline communication and ensure accurate reporting within Veeva and CTMS reporting
Connect Advisor
Healthgram
01.2020 - 01.2023
- Enhanced claims processing and client satisfaction by resolving inquiries efficiently, achieving a 15% reduction in turnaround time
- Collaborated with nine employer groups and medical providers to resolve claims and improve data accuracy, uncovering over $200,000 in discrepancies while addressing product complaints and coordinating with HCP offices
- Collaborate with providers, employer groups, insurance carriers, and internal departments to resolve complex healthcare issues
Benefits Verification Specialist
Lash Group
11.2015 - 07.2019
- Managed prior authorizations, copays, and patient support programs, ensuring timely medication access and improved adherence
- Successfully trained over 60 team members on patient support documentation, improving efficiency and compliance
- Implemented business plans supporting territory growth and sales goals, achieving $500,000 in savings by optimizing medication pickup workflows and reducing overlap across healthcare systems
Pharmacy Intern
CVS/Walgreens Pharmacy
08.2007 - 08.2014
- Supported patient consultations, providing information on prescription medications and OTC products.
- Executed targeted marketing campaigns to expand awareness of Medication Therapy Management services, strengthening provider relationships and driving revenue and program growth
- Collaborated with managed care teams to resolve pharmacy claims, ensuring uninterrupted therapy access and 48-hour third-party rejection turnaround.
- Led pharmacy audits to resolve inventory discrepancies and expired medications, driving $50,000 in savings and regulatory compliance
Education
Doctor of Pharmacy - Pharmacy
Hampton University
Hampton, VA05.2014
Skills
- Customer Support & Client Success
- Prescription & Pharmacy Support
- Problem Resolution & Escalation Management
- Insurance Verification
- HIPAA Compliance
- Benefits Investigation
- Cross-functional Collaboration
- Attention to detail
- Territory management
- Microsoft Office Suite
- EPIC/CTMS/CRM/Veeva
Timeline
Inbound Contacts Representative I
Centerwell Pharmacy
12.2025 - 07.2026
Clinical Trial Administrator
Fortrea
01.2023 - 02.2025
Connect Advisor
Healthgram
01.2020 - 01.2023
Benefits Verification Specialist
Lash Group
11.2015 - 07.2019
Pharmacy Intern
CVS/Walgreens Pharmacy
08.2007 - 08.2014
Doctor of Pharmacy - Pharmacy
Hampton University