Joycelyn Josey
Pharmacy Support Representative @IQVIA
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WORK HISTORY
Pharmacy Support Representative @IQVIA
US
Provide frontline support to patients, pharmacies, and medical professionals using Opus Health programs, ensuring clear communication and a positive service experience.Manage high‑volume inbound inquiries across phone, email, and fax, delivering accurate assistance with card activation, program eligibility verification, and benefit explanations.Troubleshoot submission rejections by reviewing claim details, identifying root causes, and guiding users through corrective steps to ensure successful processing.Assess each case quickly and efficiently, applying program knowledge and system tools to resolve issues at the first point of contact whenever possible.Document all interactions, resolutions, and case details thoroughly to maintain accurate records and support continuity of care.Escalate complex, unresolved, or system‑related issues to specialized teams with complete and precise documentation to ensure timely follow‑through.Maintain up‑to‑date knowledge of program rules, system updates, and workflow changes to provide consistent and compliant support.Demonstrate strong customer service skills by remaining patient, empathetic, and solution‑oriented during challenging or time‑sensitive interactions.Collaborate with internal teams to share insights, report recurring issues, and contribute to process improvements that enhance overall program efficiency.
EDUCATION
Miami Dade College
Cert Pharmacy Tech, Pharmacy
Strayer University
Bachelor's degree, Criminal science
Miami Palmetto Senior High School
High School Diploma, Deca
Strayer University
Master’s Degree, Public Administration
ABOUT JOYCELYN JOSEY
Performance‑focused pharmacy services professional with a strong commitment to accuracy, compliance, patient experience and operations professional with 15+ years of experience spanning hospital, retail, and PBM pharmacy settings, where I’ve built a proven track record in customer onboarding, implementation support, patient services, and case management. I’m known for delivering exceptional accuracy, streamlining processes, and ensuring a seamless, positive experience for clients, members, and cross‑functional teams. Backed by an MPA and a Bachelor’s in Criminal Science, I bring analytical thinking, clear communication, and a people first mindset to every role. My background enables me to translate complex information into actionable solutions while building trust and elevating the customer experience
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