Customer Service Quality Assurance
Resume:
Salvatore Rappa
Township of Washington, NJ ( ********@*****.*** 201-***-**** (
Pharmacy Management
P
rovide unique insight and expertise to pharmaceutical operations, having
served small to multi-billion dollar companies. Led startup operations.
Rapidly promoted to higher levels of responsibility and leadership. Well
versed with DEA Controlled Substance Act, USP 797, and CMS standards for
Medicare patients. Expert knowledge of Pulmonary Hypertension/Alpha therapy
and IVIG therapy. Exceptional skills in process improvement and change
management.
Areas of Expertise
Relationship Management Pharmacy Operations/USP 797
Patient Clinical Management Training / Development
Team Leadership / Motivation Cost Reduction / Procurement
Professional Profile
GlaxoSmith Kline, Research Triangle Park, NC 2012 - Present
Community Pharmacy Liaison
Certified to provide GSK product training to Community Pharmacists to
improve patient counseling and medication adherence.
. Responsible for calling on and maintaining relationships with
pharmacists in Northern New Jersey. Territory consists of 100
pharmacies.
. Provide educational resources and tools to pharmacists to improve
patient interactions regarding medication therapy adherence.
Accredo Health Group, Totowa, NJ 2006 - 2012
Pharmacy Manager / Supervisor
Manage the highest revenue generating pharmacy for Accredo, a subsidiary
of Medco Health Solutions. Served as member of the Performance Improvement
Committee. Helped hire, train, manage and lead staff. Reports: 10.
. Responsible for Accredo's #1 largest market which produced $150M per
year.
. Gained invaluable insight to the pharmacy and business best practices of
this $11B company.
. Served as builder and improver, e.g. improved bottom line profitability;
improved inventory picking process; built programs and processes which
became best practices.
. Provided leadership in the absence of the Regional Manager; this
encompasses DE, NJ, PA, and NY.
. Trained and developed the current Director of Pharmacy for NY branch.
. Responsible for all aspects of operations: inventory quality assurance,
inventory management, creation of monthly reports, regulatory
compliance, and establishment of excellent employee morale.
. Re-engineered standards of operations, e.g. Dates of Service for
shipments, and review of schedule of reassessments completed by
pharmacist. Immediate savings: $30K.
. Among accolades, cleared JCA and Medco audits for 5 consecutive years
with no major findings; awarded ACE award from Corporate; and achieved
Branch of the Year in 2007 and 2010 for 134% to plan.
. For 2011 won award for highest PAH revenue generating branch.
Kessler Wilpage Pharmacy / Select Medical, Hawthorne, NJ 2003 - 2006
Director of Clinical Services
Responsible for all aspects of operations for 2 NJ-based pharmacies, which
provided acute care therapies to patients in the New York metro area, and
VNA service in Southern New Jersey. Reports: 6.
. Worked closely with GPO to assure best procurement prices.
. Updated the Corporate Policy & Procedure manual to assure compliance
with new USP 797 regulations.
. Achieved a record best 90% compliance on quality control and performance
metrics.
. Personally established a major source of referral business - and
showcased expertise business development, innovation, and relationship
management.
. Achieved Joint Commission certification on initial review.
Nextron Incorporated, Fairfield, NJ 1992 - 2002
Clinical Pharmacist / Pharmacy Supervisor
Managed all aspects of daily operations for this startup pharmacy - a
subsidiary of Sifra Pharmaceuticals. Responsible for intake; managed
intake personnel. Reports: (3)
. Transitioned company from initial role as provider of nutrition (lost
from dialysis) to provider of acute care therapies within the New Jersey
- New York metro area.
. Hired, trained, developed staff; secured Joint Commission certification;
established SOPs.
. Established exceptional work relationships with physicians, patients and
nurse agencies.
. Built one of the areas first state-of-the-art clean rooms.
. Involved in reimbursement elements of the business; reviewed new and
existing insurance contracts to assure most profitable therapies were
considered.
. Developed a tracking and filing system which dramatically improved
managing of chemotherapy products for a major HMO contract (representing
15 clinics).
. Co-marketed services to physicians via local sales reps; served in
support role on sales calls.
. Helped select IT infrastructure which became operational standard.
. Tenure showcased expert ability to retain client-customer relationships
long term.
Summary of Interim and Previous Experience
Chartwell Care Givers, Pine Brook, NJ (2002 - 2003)
Staff Pharmacist
Served as interim pharmacist for this division of Chartwell Diversified
Services, Inc. which provides quality of life services to patients via its
6 national locations.
. Supported sales representatives in their physician calls.
. Provided leadership for all daily pharmacy operations, e.g. physician
consults, maintenance of patient charts, fulfillment of physician
orders, and improvement of customer service.
Holy Name Hospital, Teaneck, NJ (1990 - 1992)
Staff Pharmacist
Established foundational skills as a pharmacist, having served this 361-
bed not for profit community hospital - acute care medical center.
. Provided leadership in the absence of the staff supervisor.
. Created chart reviews for the Adult Care Center.
. Prepared intravenous antibiotics, TPNs, and large-volume parenterals.
. Tenure showcased ability to quickly adapt to a new work culture, master
new programs and processes, and be dedicated to exemplary customer
service.
Education, Licensure & Associations
Saint Johns University, Queens, NY
Bachelor of Science, Pharmacy
Licensure: New Jersey State and New York State License
MBA in Healthcare Administration Candidate
Associations: New Jersey Society of Health System Pharmacists (NJSHP)
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