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Manager Customer Service

Philadelphia, Pennsylvania, United States
November 05, 2018

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Operations Supervisor/Project Manager - Specialty Pharmacy

**** – Present Thomas Jefferson University Hospital Philadelphia, PA

• Supervising daily workflow for Patient Onboarding Coordinators and Pharmacy Techs to ensure that all performance, production and quality goals are met

• Develops and monitors KPI dashboards, quality initiatives, balanced scorecard metrics and 340B specialty pharmacy program functions

• Designing and implementing standard operating procedures/policy and procedures

• Act as in-house consultant performing needs-based analyses and situational assessments for breaking into new lines of therapy

• Lead in implementation process for specialty pharmacy MTM software (Therigy) including workflow analysis, system build, data conversion, system/interface testing, end user training and ongoing modification/system configuration

• Responsible for the design and implementation of new specialty pharmacy IVR call center system; workflow design, policy and procedure development, end user training

• Project lead on URAC accreditation

Patient Access Supervisor

2012 – 2014 Mainline Health System - Pharmacy Bryn Mawr, PA

• Directing daily workflow of Patient Access Coordinators and Pharmacy Techs

• Analyze trends in call volume/ patterns, staff productivity, attrition rates and resource allocation

• Lead team of financial assistance specialists ensuring all patients were able to obtain medications and services as needed through various foundations and programs

District Sales Manager

2011 – 2012 Deb Shops, Inc Philadelphia, PA

2007 – 2011 Rue 21 Philadelphia, PA

• Senior project manager for 16 new store openings; Developed & implemented new store opening procedures that included training programs, recruiting and operational standards

•Lead retail business strategies for 35 managers in 12+ stores with annual sales of $16+ million

•Analyzed financial, operational, HR and customer service business trends (KPI’s); Implemented workflows to increase sales, and control expenses to drive overall profitability within district

•Conducted operational GAP & SWOT analysis in underachieving stores nationwide; designed and implemented process/performance improvement strategies in underperforming categories

Store Manager

2004 – 2007 American Eagle Outfitters /Rue 21 Philadelphia, PA


Bachelors in Healthcare Administration Rowan College Mt Laurel, NJ

Expected Graduation 2018

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