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.
Accomplishments
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.
Skills
HIPAA COMPLIANCE
PHLEBOTOMY
INJECTIONS
PRESAGIA
IDAM POLICIES AND PROCEDURES
EXCELLENT COMMUNICATION
MICROSOFT OFFICE WORD EXEL OUTLOOK
EHR EPIC AVAYA SPRX PEOPLESAFE
65-70 WPM
Work History
09/2021 to Current
Pharmacy Service Representative IGIV DeptGreater 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 LeadMetro 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 AssistantBrickhaven 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.
Education
Expected in 12/2020
Medical Assisting National License: Medical Assisting San Joaquin Valley College - Visalia, CA GPA:
Expected in 06/2004
Medical Billing/Coding/Terminology Certification: Healthcare Shoreline Occupational School - Santa Cruz, CA, GPA:
Certifications
National Certified Medical Assistant December 20, 2020
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