Claudine Thomas

About Claudine Thomas

Quality and operations leader with 10+ years of experience supporting patient services and REMS programs in highly regulated healthcare environments. Currently a Patient Support Specialist (PSS) Team Lead at Inizio Engage, where I lead call monitoring, documentation review, performance coaching, and quality improvement initiatives to ensure SOP, PSP, and compliance adherence.Previously served as a Quality Assurance Lead at Syneos Health, supporting the launch and success of a REMS program through call monitoring, compliance audits, coaching, calibrations, and quality reporting. Earlier leadership roles at Biogen, Liberty Healthcare, and Xerox (Conduent) focused on team development, operational excellence, and improving quality and compliance outcomes.Detail-oriented, collaborative, and solutions-driven, with a passion for building strong teams and delivering consistent, high-quality patient support.

Experience

1. Virtual Case Manager

   Inizio Engage

   Feb 2026 — Present

   Serve as a patient advocate on behalf of the patient to coordinate access to medicines for timely treatment initiation, training, and ongoing shipments across HCP office, payer, and specialty pharmacy • Understand patient support needs and interaction preferences to deliver a seamless, tailored patient experience that helps each patient complete their treatment as prescribed by the HCP (Healthcare Professional) • Provide support to patients and HCPs (Health Care Professional) throughout the prior authorization and appeals processes • Educate providers and patients on relevant payer policies to help ensure patients can start and stay on therapy • Provide support to each assigned patient about their coverage status while maintaining accurate information in the designated computer system to support data integrity of information relayed to customers and clients • Manage a regional caseload promptly as defined by Service Level Agreements • Triage accounts and patient cases to aligned Field Access Lead based on business rules established by the client • Identify trends regarding reimbursement delays, patient concerns, and reports to leadership • Communicate with assigned patients, e.g, patient insurance benefit information, available out-of-pocket support, etc. • Communicate with Field Access Lead regarding patient updates, missing information, and delivery of benefits • Collaborate with targeted providers and pharmacies by following up to ensure prescriptions are being processed • Help ensure patients have access to all information, by compliantly navigating payer reimbursement, and mitigating any patient out-of-pocket barriers, as applicable • Educate and enroll patients in Patient Support Programs • Provide coverage by answering inbound calls from providers, clients, patients, caregivers, and pharmacies when applicable • Follow all requirements associated with compliance with program regulations, including HIPAA and patient privacy

Education

• De La Salle University

  International Studies, European Studies/Civilization

  1996 — 1999

Skills

• Outlook
• English
• 10 Key
• Microsoft Word
• Powerpoint
• Microsoft Excel
• Team Leadership
• Training
• Customer Satisfaction
• Health Insurance
• Management
• Team Building
• Coaching & Mentoring
• Call Centers
• Healthcare
• Contact Centers
• Microsoft Office
• Customer Experience
• Customer Service
• Bilingual Communications
• Quality Assurance
• Teamwork
• Team Management
• Windows Xp
• Facebook
• Telephone Skills
• Typing