Customer Service Management

Joseph Amedson RPH

***** ** **** ******, ********, WA, 98029 *Cell: 206-***-****

Email: **********@*****.***

Objectives

To obtain a pharmaceutical Director position that utilizes my experience in

pharmacy management, operation, strategic thinking, project management,

process improvements, training staff, recruiting, and client relations.

Professional Summary

Highly qualified professional pharmacist with over 25 years of experience

blending pharmacy services with management, administrative, and consulting

experience in retail and institutional settings.

Experience in leadership, communication and managing budgets. Identified

strategies to increase sales, formulated an appropriate business plan and

executed the plan.

Demonstrated versatility in adapting to ever-increasing complexity in the

healthcare industry. Empathetic and intuitive in client interactions;

elicit trust and build strong customer relations. Committed to providing

quality pharmaceutical care as an essential link in disease management;

poised and confident as a contributing member of the healthcare team.

Flexible in quickly mastering new technologies and information systems.

Experienced and goal-oriented pharmacy professional with a track record of

consistently meeting and exceeding established goals and objectives related

to management, training and education, and client relations. Skilled in

building long-term relationships with all levels of pharmacy and hospital

staff, long term care, mail order pharmacy retail and HMO settings.

Specializes in Pharmacy Management and maintains expertise within research,

retail operations, home infusion services and clinical hospital settings.

Professional Experience and Achievements

Operations Management

. Served as liaison between staff and other pharmacist, communicating

various issues and troubleshooting and resolving problems.

. Supported development and implementation of quality improvement

functions, ensuring compliance with strict state and federal

regulations

. Assessed patient needs related to equipment and drug therapy and based

on assessment, referral was made to prescribing physicians

. Managed all financial performance of the pharmacy operations. This

includes correct staffing levels, inventory management, billing and

collections, purchasing, etc.

. Managed multidisciplinary task force overseeing development and

implementation of procedures and medical devices to significantly

reduce risk of injuries

. Coordinate all aspects of implementation of new pharmacy sites. This

includes site construction, licensing, third-party contracting, and

recruiting and hiring of employees.

Staff and Training Development

. Coordinated various training issues to promote ongoing professional

development and goal setting for staff.

. Created program to recognize, motivate, and ensure retention of

pharmacist and technicians.

. Analyzed, revised, and facilitated orientation program for newly hired

staff members.

. Provided key support for successful conflict resolution, training and

content development, and meeting coordination

Program Design and Administration

. Collaborated with physicians and nurses on development, evaluation,

and implementation of nationally-recognized programs and related

strategies and visions.

. Created tools and coordinated related presentations, discussions, and

meetings with pharmacy staff and upper management.

. Ensure proper security measures are taken to avoid theft or loss

within pharmacy sites.

. Ensure exceptional customer service is being delivered to all clients

and customers.

. Design and implement services and processes that are responsive to

customers needs and support exceptional customer service.

Professional Experience

Remedies, Lynnwood, WA 2008-Present

. Provided business operation manager for the Remedies including

implementation of new pharmacy site, recruiting and hiring of

employees

. Developed sales forecasts and operational budgets for the pharmacy

. Worked with facility staff to implement all agreed upon programs such

as training staff, supervision of staff, coaching and mentoring,

continuous management oversight and development of employees

. Ensured exceptional customer service is delivered to all clients and

customers

. Designed and implemented services and processes that are responsive to

customers needs and customer service

. Responsible for financial performance. This includes staffing levels,

inventory management, billing and collections, purchasing, etc.

Eastern Pharmacy, Seattle WA 2004-2008

. Provided patients with over-the-counter medication advice and

information, including allergies, adverse drug interactions, and side

effects.

. Screened for drug interactions in order to avoid adverse drug

reactions and conferred with doctors and nurses to provide the best

medication for the patient and their disease state.

. Ensured that every customer received friendly, knowledgeable, and

efficient service.

. Checked all work done by pharmacy technician prior to dispensing

medications.

. Responded to public health emergencies by vaccinating patients.

. Ensured that discontinued and expired patient controlled substances

were destroyed.

. Upheld service standards for counseling, dispensing, pricing,

licensing, managing inventory, and record keeping.

. Trained team members to maximize overall team performance

. Managed multiple, concurrent work-streams in diverse functional areas

. Provided clinical support to physicians and patients

Valley Medical Center, Renton, WA 2002-2004

. Dispensed prescriptions to outpatient in the hospital

. Computer entry responsibilities included dosage levels, rates,

treatment duration, times to administer drugs, and drug formulary.

Ensured dosages were appropriate for numerous patient variables.

. Screened for errors by ensuring the amount, mix, timing, potency,

fluid balance, and method of administering medications were

appropriate for the drug, dose or patient.

. Supervised staff and technicians to ensure compliance with State and

Federal laws

. Processed prescriptions in the hospital and counseled public on

prescription and non-prescription medications

. Completed schedules, worked with multiple insurance companies and

health care providers and controlled drug inventory levels.

Fred Meyer, Bellevue, WA 1992 - 2002

. As a pharmacy manager, provided prescribed medications, drugs, and

other pharmaceuticals as needed for adequate patient care.

. Conducted Drug Regiment Review on all patients.

. Wrote QA summary report monthly to ensure continual compliance with

all State and Federal rules and regulations.

. Assembled a great team and scheduled their work so the pharmacy is

always functioning at peak performance. Hired and scheduled team

members.

. Supervised the fulfillment of prescriptions by Pharmacy Technicians.

. Communicated policy and procedure changes, system enhancements and

clinical updates to all pharmacy staff.

. Ensured adequate control and documentation of all controlled substance

records and monitor patient medication profiles

Group Health Cooperative, Seattle, WA 1987-1992

. Worked in the manage care environment and provided information on all

prescription and non-prescription medications and products

. Recognized for ability to manage a high volume of patient accounts.

Consult with hundreds of physicians and patients to fill

prescriptions, review side effects, discuss drug interactions and

resolve medication delivery problems.

. Trained pharmacy technicians to become proficient with the Rx computer

systems and learn the company paperwork and objectives

. Maintained highest levels of customer satisfaction at all times, and

resolve any customer service issues

Education

Idaho State University, Bachelor of Science in Pharmacy

Contact this candidate