Customer Service Manager

Sharon Mullen

Laguna Niguel, CA 949-***-**** ac0r9m@r.postjobfree.com

PHARMACIST, PHARMACY MANAGER

An accomplished, immunization certified pharmacist with over 20 years of experience. Excels at customer interactions and providing outstanding customer service, including extra counseling and follow-up adherence calls. Excellent at resolving issues and communicating with physicians and their staff. A proven record of success in hiring, training, and scheduling a staff while managing a workload in a high-volume retail environment.

Professional Experience

Pharmacist (mail order) – Expert Global Solutions / Optum Rx Carlsbad, CA (Telecommute) Oct 2016 – Present

Supported industry-leading healthcare companies, including offering prior authorizations, clinical appeals, mail order processing, and customer service in the matter of prescriber education, patient counseling, and drug information.

Interpreted physicians' prescriptions, accessing prescription information to verify order is within program guidelines.

Consulted with customers and/or physicians regarding the use of medications and potential drug interactions.

Reviewed prior authorizations for a prescription then approved, or denied requests.

Organized workload, set priorities, and completed assignments in compliance with procedures and standards.

Received training and correspondence in a virtual environment, resolving issues within department quality assurance and improvement guidelines without direct supervision.

Rated as the #1 Pharmacist based on the highest production (80 other contracted Pharmacists) while adhering to company guidelines and protocols.

Shared best practices in helping streamline procedures to improve production.

Positions at WalMart Laguna Nigel, CA Mar 1995 – Sep 2016

Staff Pharmacist / Assistant Manager / Interim Manager / Pharmacy Manager

Assisted customers with medical issues and provided valuable health-care counseling, filling 250 RXs in 4 hours on Mondays with a total store volume 2600-3000 RXs per week.

Conducted drug utilization reviews, drug interventions, and therapy management, extending patient engagements with extra counseling and follow-up adherence calls.

Managed pharmacy inventory through proper medication ordering, returns, and inter-store transfers.

Resolved customer issues, communicating with doctors' offices as needed.

Scheduled all associates, operating within defined scheduling budgets for pharmacists and technicians.

Interviewed and hired associates, providing training for all new pharmacy technicians and pharmacists on computer systems, Standard Operating Procedures, and new corporate programs.

Reviewed customer feedback surveys and investigated customer’s issues.

Organized weekly of all follow up operations of prior authorizations, doctor calls, and customer service issues.

Relief Pharmacist – Naples Pharmacy Naples, FL Dec 1990 – Feb 1995

Worked in an Independent owned pharmacy as a Relief Pharmacist and assisted with prescriptions, customer service, OTC, RX ordering, and at the internal Post Office.

Managed money and made deposits.

Staff Pharmacist – Walgreens Naples, FL Dec 1998 – Dec 1990

Filled ~500 prescriptions a day in a high-volume pharmacy.

Education & Licenses

Bachelor of Science, Pharmacy – University of Rhode Island

California RPH 47082

APhA Pharmacy Based Immunization Delivery Certificate

MTM Certification

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