Pharmacy Service Representative Igiv Dept resume example with 9+ years of experience

Jessica Claire
, , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - - -
Professional Summary

Experienced Pharmacy Care Representative with over 9 years of experience in patient care. Excellent reputation for resolving department issues by identifying root causes for escalated accounts and improving patient satisfaction.

  • Documented and resolved IGIV department patient escalations by identifying root causes which led to positive contributions for CVS specialty pharmacy.
  • Documented and resolved patient walk ins which led to a more streamlined patient triage workflow.
  • Assisted practice manager in interviewing and hiring process for IGIV department.
  • Achieved adequate front desk staffing by following the proper workflow for requesting additional staff members in the float pool.
  • Supervised team of PSR staff members.
  • Collaborated with the IGIV escalation department team members in the development of more efficient daily workflows to ensure timely patient conflict resolution.
  • 65-70 WPM
Work History
09/2021 to Current
Pharmacy Service Representative IGIV Dept Greater Lawrence Family Health Center Lawrence, MA,
  • IGIV Patient Escalation Emails and Root Cause analysis
  • Applied mandates of Health Insurance Portability and Accountability Act regulations and company policies complementing or supporting satisfaction of regulatory requirements.
  • Weekend Lead FEP PSR
  • Performed various pharmacy operational activities with strong commitment to accuracy, efficiency and service quality.
  • Set up and modified patient profiles in SPRX to include current information such as medications and insurance details.
  • Communicated with patients to collect information about prescriptions and medical conditions or arrange consultations with pharmacists.
  • Patient Engagement
  • MD/Prescribers Engagement
  • SPRX Patient Account Downloads
  • Call Center Inbound/Outbound Patient Calls
  • Coached recently hired employees on company guidelines, conduct and practices and offered to assist with Book of business and FEP patient accounts.
  • Maintained confidentiality of patient data and condition to safeguard health information.
12/2011 to 03/2019
Patient Service Representative Team Lead Metro Family Physicians San Diego, CA,
  • Applied administrative knowledge and courtesy to explain procedures and services to patients.
  • Worked with patients to ascertain issues and make referrals to appropriate specialists.
  • Recommended service improvements to minimize recurring patient issues and complaints.
  • Kept current with literature and field advancements to advocate to and for patients.
  • Followed document protocols to safeguard confidentiality of patient records.
  • Explained plans for treatment and payment options.
  • Trained with department coordinator in colleague LOA software Presagia-coordinated with HR IDAM department regarding employee FMLA/LOA according to company policies and procedures.
  • Took copayments and compiled daily financial records.
  • Helped address client complaints through timely corrective actions and appropriate referrals.
  • Used EPIC/EHR to schedule appointments.
  • Reported unusual or urgent circumstances in patients' condition or environment immediately to nurse supervisor.
  • Furthered skills by actively taking part in employee training and taking classes to improve skills.
  • Coached recently hired employees on company guidelines, conduct and practices and offered to assist with EPIC and EHR.
  • Responded to emergency situations to help with lifting and transporting patients.
08/2010 to 09/2011
Medical Assistant Brickhaven Assisted Living City, STATE,
  • Promoted good oral and personal hygiene by aiding patients with shaving, bathing and teeth brushing.
  • Checked patient vitals such as temperature, blood pressure and blood sugar levels.
  • Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
  • Delivered individualized patient care by recording vital signs, documenting observations, administering treatments and evaluating patient needs.
  • Cared for residents in assisted living facility and delivered high-quality support to meet needs.
  • Evaluated patients to identify and address wounds, behavioral concerns and medically relevant symptoms.
  • Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
  • Supported ambulation and physical therapy needs by conducting planned exercise routines.
  • Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
  • Participated in fun group activities with patients to boost mood, improve overall memory and provide light entertainment.
  • Conferred with multidisciplinary healthcare team to help effectively manage patient conditions with regular testing and vitals assessments.
  • Obtained client medical history, medication information, symptoms and allergies.
  • Reduced risks of patient infection and cross-contamination by cleaning and sterilizing equipment.
  • Provided care to patients throughout lifespan with consideration of aging processes, human development stages and culture.
Expected in 12/2020
Medical Assisting National License: Medical Assisting
San Joaquin Valley College - Visalia, CA
Expected in 06/2004
Medical Billing/Coding/Terminology Certification: Healthcare
Shoreline Occupational School - Santa Cruz, CA,
  • National Certified Medical Assistant December 20, 2020

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Resume Overview

School Attended

  • San Joaquin Valley College
  • Shoreline Occupational School

Job Titles Held:

  • Pharmacy Service Representative IGIV Dept
  • Patient Service Representative Team Lead
  • Medical Assistant


  • Medical Assisting National License
  • Medical Billing/Coding/Terminology Certification

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