Customer Service Manager

Objective Use my knowledge and skills of pharmacy policies and procedures

and apply them to become an Epic Willow Pharmacy System

Certified Application Analyst as well as the desire to develop

further skills and become certified in other Epic modules.

Experience Walgreens Pharmacy

2007 - Present

Senior Licensed Certified Pharmacy Technician

. Operate Intercom Plus terminal in order to obtain patient and

drug information, process

prescriptions, and perform other necessary functions on the

system in accordance with policies and regulations

. Under the supervision by the pharmacist, assist in the

practice of pharmacy and compounding medications

. Report, immediately, prescription errors to pharmacist and

adhere to company policies and procedures in relation to

pharmacy errors and the Quality Improvement Program

. Process manual claims for third party program prescription

services, and perform other clerical duties

. Perform duties assigned by manager, pharmacy department

relating to inventory control such as ordering; unpacking,

checking, and storing shipments; and returning outdated and

overstocked merchandise

. Provide customers with courteous, friendly, fast, safe and

efficient service

. Handle telephone calls that do not require personal attention

of the pharmacist

. Perform duties relation to preparing refills of unit dose

prescription orders for institutions

. Maintain knowledge of loss prevention techniques

. Maintain awareness of developments in the retail and

pharmaceutical fields that relate to job responsibilities and

integrate them into own practice

. Process insurance claims through Third Party, computer-based

systems

. Process Third Party prior authorizations through

Covermymeds.com interface

. Ability to read and translate prescriptions, through E-

Prescribe and paper prescriptions, and integrate them to the

Intercom Plus system

. Accounting for 267.4 (approximately 68%) of processed

prescriptions via Intercom Plus system and E-Prescribe of the

total pharmacy average of 393.2 prescriptions per day

averaged over the month of April as an example and ensuring

that they are correct for both patient safety and auditing

purposes.

. Of the 267.4 processed prescriptions, provide quality

assurance of an average of 21.4 (approximately 8%) via Third

Party Rejection resolve and/or covermymeds.com interface

daily

. Responsible for the Third Party Rejections queue in which all

the insurance rejections are compiled to fix all

prescriptions and process for the patients as well as make

sure it is within the guidelines of pharmacy laws to avoid

auditing within a timely manner for both the patient (prompt

medication) and for workflow of the pharmacy

. Hand-selected for trial run of covermymeds.com interface and

the expert authority for implementation at other pharmacy

locations within the district

Awards and Recognition

. Customer Service District Award for month of July of 2011

. Employee of the Month for May 2012, August 2012, September

2012, September 2013

Skills

. Familiar with Microsoft Office, Intercom Plus interface, E-

Prescribe interface at pharmacy level, Third Party response

and covermymeds.com interface

. Certified EMT-B

Education Loyola University-Chicago

B.S., Biology, May 2007

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