Norma Corrales Portillo
GLENDALE
Summary
A versatile administrative professional with extensive knowledge of healthcare practices, compliance standards, and operations. Known for exceptional problem-solving skills, clear communication, and an upbeat personality that enhances team dynamics. Possesses advanced expertise in pharmacy operations, insurance verifications, and training, which have been instrumental in streamlining processes and improving efficiency. Additionally, brings a strong background in behavioral health, certified as a Trauma Recovery Specialist and trained in Youth Mental Health First Aid. Skilled in supporting individuals and families with mental health challenges and fostering resilience. Well-equipped to contribute to the success of any organization with a unique blend of healthcare, administrative, and behavioral health expertise.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Sr. Health Services Associate
RxCrossroads By McKesson
Phoenix, AZ
01.2025 - Current
- Streamlined insurance verification processes for increased efficiency and reduced errors.
- Conducted outbound calls to insurance plans and pharmacies to verify the status of patients' prior authorization requests.
- Checked test claims and verified refill dates to ensure accurate medication processing.
- Maintained strict confidentiality in accordance with HIPAA regulations while handling sensitive patient information during the prior authorization process.
- Confirmed medication strength and gathered approval or denial details, including reasons for denials
- Communicated next steps for resolving prior authorization issues, working to facilitate timely approvals and ensure patients received necessary medications
Insurance Verification Specialist
RxCrossroads By McKesson
08.2022 - 12.2024
- Complied with HIPAA guidelines and regulations for confidential patient data.
- Verify Insurance information & obtain Prior Authorization requirements.
- Ensuring that the patient's insurance covers the patient's medication
- Update insurance information for existing and new patients
- Access government insurance benefits including Medicaid and Medicare online to verify patient benefit information.
Amgen Safety Net Foundation- Insurance Specialist
Pontoon Solutions/ Mckesson Specialty
01.2019 - 08.2022
- Handle high-volume complex calls based on inbound calls from patients, physicians, and health care providers.
- Set up initial fulfillment for the patient's medications request and refills.
- Process initial enrollment/re-enrollment patient applications for the patient assistance program.
- Request additional documentation as needed from providers and patients.
- Create and send correct correspondence to patients and doctors' offices once the case has been determined.
- Report any adverse events and product complaints.
Case Manager-Aimovig Hub-CM
Pontoon Solutions/ Mckesson Specialty
06.2018 - 01.2019
- Process new patient applications.
- Follow up with the patients and providers for missing information.
- Work with patient's insurance companies to verify coverage of medications and benefits.
- complete patients applications requests
- Report Adverse events.
Culture Leader
Alorica
01.2018 - 05.2018
- Phoenix Chapter
- Making Lives Better with Alorica (“MLBA”) is a non-profit 501(c)(3) organization dedicated to providing assistance to
- Alorica employees, their families, organizations and communities who support them
- Supported the local Chapters’ fundraising activities and monthly events calendar
- Implementation of the
- Local MLBA store Raising $2,000 monthly through employee donations
- Lead the culture committee members and managed the
- Donation Center and Food bank
- Manage reconciliation of the chapter bank account and submitting monthly reports to the program administrator
- Partners with committee members towards the implementation of new programs offering assistance to the employee and community
- Coordinates monthly community outreach programs and fundraising partnerships
Pharmacy Technician Trainer
Alorica
10.2016 - 01.2018
- Responsible for client content delivery through the focus of learning styles, and drilling the most missed elements from the pharmacy
- Accurately maintains attendance records in accordance with the Attendance Policy, submits class roster daily, maintain an end of class recap log
- Managed the contractual performance metrics vs the client goal such as Class graduation at 90% vs goal of 85% annualized, Accuracy/Quality at 99% vs 98% goal
- Created training performance and improvement plans, quizzes, assessment , and practice activities
Pharmacy Prior Authorizations
Alorica
07.2014 - 09.2016
- Pharmacy Prior Authorizations
- Handled a high volume of complex clinical based inbound calls from physicians and healthcare providers
- Reviewed documentation from referring physician to meet the member needs
- Worked with patients’ insurance companies to pre- authorize the prescribed medications as ordered by the referring physician
- Assisted with gathering information, assessing and fulfilling callers’ needs, and providing education along the way
- Communicated with customers and physicians to request additional documentation as needed.
Education
Associate of Applied Science - Behavioral Health
Maricopa Community Colleges - South Mountain Community College
Phoenix, AZ11-2025
Certificate - Pharmacy Technology
Carrington College - Phoenix
12.2013
High School Diploma -
South Pointe High School
Phoenix, AZ05.2011
Skills
- Excellent Communication
- Conflict resolution
- Self motivated
- Organized
- Strong multi-tasking
- Reliable/dedicated
- Time efficient
- Medical Terminology
Certification
- Youth Mental Health Fist Aid USA- January 2023
- Trauma Recovery Specialist (c- TRS)-National Institute of Behavioral Medicine- December 2024
- Arizona State Driver's License
- Arizona Level One Fingerpring Clearance Card-
Issued: 12/09/2024
- Continuing Education Certificate of Completion:
Received 1.5 Behavioral Health and Community Health Worker CEU Credit hours(s)-Harm Reduction in action [Banner – University Family Care & Sonoran Prevention Works] August 2024
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Sr. Health Services Associate
RxCrossroads By McKesson
01.2025 - Current
Insurance Verification Specialist
RxCrossroads By McKesson
08.2022 - 12.2024
Amgen Safety Net Foundation- Insurance Specialist
Pontoon Solutions/ Mckesson Specialty
01.2019 - 08.2022
Case Manager-Aimovig Hub-CM
Pontoon Solutions/ Mckesson Specialty
06.2018 - 01.2019
Culture Leader
Alorica
01.2018 - 05.2018
Pharmacy Technician Trainer
Alorica
10.2016 - 01.2018
Pharmacy Prior Authorizations
Alorica
07.2014 - 09.2016
Certificate - Pharmacy Technology
Carrington College - Phoenix
High School Diploma -
South Pointe High School
Associate of Applied Science - Behavioral Health
Maricopa Community Colleges - South Mountain Community College
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