Lead patient care coordinator/QA

Kara Winston

***** *** **. * *** **** St. Pete, FL 33716 727-***-**** *******@*****.***

Education

PHARMACY TECHNICIAN 2009 EVEREST UNIVERSITY

Major: Certified & Licensed pharmacy Technician

BACHELOR OF SCIENCE MAY 2005 UNIVERSITY OF SOUTH FLORIDA

Major: Biology

Skills & Abilities

QUALITY ASSURANCE

Drafted and finalized policies as well as made enhancements for our existing company policies.

Tracked and researched customer complaints and successfully helped reduce the amount of complaints by 32% over a 12 month period.

Successfully developed the company’s first QIP project which diminished the company’s error rates by 75% in a 9 month period.

Continuous problem solving and analyzing the root cause for resolution.

Generated QA reports daily.

Six Sigma white belt certified.

MANAGEMENT

Interviewed potential candidates for hire.

Maintained control over the companies ordering and expenses for the year.

Assisted management in drafting the companies 1st Patient Journey Project.

Restructured ways to revitalize current processes

Standardized training manuals, trained all new hires and provided support/feedback/coaching as needed on an ongoing basis.

Effectively handled escalated customer service calls.

Experience

LEAD PATIENT CARE COORDINATOR CURANT HEALTH MARCH 2011- MARCH 2017

Proficient team leader able to motivate individuals for success and continuous development.

Monitored all inbound and outbound calls monthly, and with coaching successfully enhanced call quality from an average of 75% to nearly 100% across the board.

Managed approximately 400 patients for the VCU infectious disease clinic.

Communicated with case managers, nurses and insurance companies for ongoing patient care and adherence to treatment.

Scheduled monthly orders.

Established strong, trusting relationships with patients.

Mentored PCC’s for promotions.

Held monthly side-by-sides to observe each PCC & provided constructive feedback.

PHARMACY TECHNICIAN WALGREENS OCTOBER 2009-OCTOBER 2010

Assisted licensed pharmacists by preparing prescriptions, verification for accuracy, ordering supplies, maintaining patient records and inventory of medications.

Demonstrated excellent customer service and value.

Proactively marked all medications for expiration and proper disposal of anything expiring less than 3 months for auditing purposes.

Corresponded with doctors’ offices, insurance companies, and customers to initiate authorization or insurance claims.

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