Assistant Director - Innovative Field Solutions

• Apr 2022 - Present

Operations Manager

• Apr 2018 - Apr 2022

• Migrated financial assistance services in-house from external department to generate additional revenue streams. This included coordination on current training material, reaching out to subject matter experts, and training 50+ program associates • Transitioned program of 74 team members to new CRM platform. Managed timelines to ensure project milestones were met by coordinating with development and support resources. Provided ongoing support as subject matter expert post-transition… Show more • Migrated financial assistance services in-house from external department to generate additional revenue streams. This included coordination on current training material, reaching out to subject matter experts, and training 50+ program associates • Transitioned program of 74 team members to new CRM platform. Managed timelines to ensure project milestones were met by coordinating with development and support resources. Provided ongoing support as subject matter expert post-transition to ensure continued program success and ability to meet metrics. • Coordinated with third party vendor partners to ensure patient satisfaction pull through was priority. • Coordinated with leadership in forecasting budget for program health and predict potential backfill staffing opportunities based on attrition. • Managed program documentation within the Pilgrim regulatory compliance system to ensure audit-readiness. • Managed daily metrics and mentoring of team members regarding performance metrics and program processes. • Identified new approaches to existing program processes resulting in efficiency gains o Implementation of reactive card offering resulting in increased copay card activations by 23% and ensuring patients remained compliant on drug therapy o Implemented Adverse Event questionnaire process which resulted in a decrease of 40% of reporting needs.

Team Coordinator

• Nov 2015 - Apr 2018

• Identified new approaches to enhance program processes. • Ensured team members were performing in-line with program standards. • Proactively identified problems, investigated, recommended with data research, and implemented solutions to improve and streamline current processes.

Team Lead- Patient Care Coordinator

• Oct 2014 - Nov 2015

• Coached Pharmacy Care Coordinators on procedures and processes. • Established and maintained strong customer relationships with physician practices to streamline communication to the patient, payers, pharmacists, nurses, lab, and other healthcare related parties as well as resolved escalated issues. • Actively participated in round table discussions with Pharmacists, Nursing Services, Pharmacy Support Managers and Pharmacy Care Coordinators reviewing cases related to drug therapy and… Show more • Coached Pharmacy Care Coordinators on procedures and processes. • Established and maintained strong customer relationships with physician practices to streamline communication to the patient, payers, pharmacists, nurses, lab, and other healthcare related parties as well as resolved escalated issues. • Actively participated in round table discussions with Pharmacists, Nursing Services, Pharmacy Support Managers and Pharmacy Care Coordinators reviewing cases related to drug therapy and pharmacy care plan issues. • Ensured compliance around potential adverse event reporting related to drug therapy and pharmacy care.

Patient Care Coordinator

• Jul 2013 - Oct 2014

• Assisted patients by coordinating their prescribed pharmacy care with their health care providers, payers, and other health related resources to ensure successful drug therapy outcomes. • Established and maintained strong customer relationships with physician practices to streamline communication to the patient, payers, pharmacist, nurse, lab and other healthcare related parties Promoted drug compliance. • Participated in administration of patient's pharmacy care plan. • Embraced a… Show more • Assisted patients by coordinating their prescribed pharmacy care with their health care providers, payers, and other health related resources to ensure successful drug therapy outcomes. • Established and maintained strong customer relationships with physician practices to streamline communication to the patient, payers, pharmacist, nurse, lab and other healthcare related parties Promoted drug compliance. • Participated in administration of patient's pharmacy care plan. • Embraced a continuous quality improvement customer service approach by pro-actively identifying areas of improvement and communicating those ideas to the healthcare team. • Maintained current notes and documentation related to patient's drug therapy and pharmacy care plan; flagged issues that needed to be addressed. • Reported all adverse events related to drug therapy and pharmacy care.

Certified Pharmacy Technician (CPhT)

• Feb 2007 - Jul 2013

• Assisted the pharmacist, under direct supervision, in the practice of pharmacy. Assisted the pharmacist in the performance of other Pharmacy Department duties in accordance with Company policies and procedures as well as in accordance with state and federal regulations. • Responsible for using pharmacy systems to obtain patient and drug information and process prescriptions. • Reported, immediately, prescription errors to pharmacist on duty and adhered to Company policies and procedures… Show more • Assisted the pharmacist, under direct supervision, in the practice of pharmacy. Assisted the pharmacist in the performance of other Pharmacy Department duties in accordance with Company policies and procedures as well as in accordance with state and federal regulations. • Responsible for using pharmacy systems to obtain patient and drug information and process prescriptions. • Reported, immediately, prescription errors to pharmacist on duty and adhered to Company policies and procedures in relation to pharmacy errors and the Quality Improvement Program. • Processed (corrected and resubmitted) manual claims for third party program prescription services in a timely and efficient manner, and performed other clerical duties, as assigned by the Pharmacy Manager. • Assisted and supported Pharmacy Department on inventory management activities, such as, ordering, unpacking, checking, and storing shipment of pharmaceuticals stocked with adequate supplies, clean, neat and orderly in condition and appearance. Show less • Assisted the pharmacist, under direct supervision, in the practice of pharmacy. Assisted the pharmacist in the performance of other Pharmacy Department duties in accordance with Company policies and procedures as well as in accordance with state and federal regulations. • Responsible for using pharmacy systems to obtain patient and drug information and process prescriptions. • Reported, immediately, prescription errors to pharmacist on duty and adhered to Company policies and procedures… Show more • Assisted the pharmacist, under direct supervision, in the practice of pharmacy. Assisted the pharmacist in the performance of other Pharmacy Department duties in accordance with Company policies and procedures as well as in accordance with state and federal regulations. • Responsible for using pharmacy systems to obtain patient and drug information and process prescriptions. • Reported, immediately, prescription errors to pharmacist on duty and adhered to Company policies and procedures in relation to pharmacy errors and the Quality Improvement Program. • Processed (corrected and resubmitted) manual claims for third party program prescription services in a timely and efficient manner, and performed other clerical duties, as assigned by the Pharmacy Manager. • Assisted and supported Pharmacy Department on inventory management activities, such as, ordering, unpacking, checking, and storing shipment of pharmaceuticals stocked with adequate supplies, clean, neat and orderly in condition and appearance. Show less