Customer Service Pharmacy Manager

MAAME P. TWUM, RPH, Pharm.D

**** ********* ****** ~ Dunwoody, Georgia 30338 ~ 770-***-**** ~ ad5rur@r.postjobfree.com

PHARMACY MANAGER / SUPERVISOR PROFILE

Pharmacy Operations Management / Strategic Team Leadership / Customer Service and Support

Results-oriented and client-focused Pharmacy Manager with extensive experience in leading pharmaceutical operations and teams to drive customer service success while upholding the highest standards of patient safety and satisfaction within high-volume facilities. Strong expertise in streamlining pharmacy processes and boosting workflow efficiencies to meet and exceed pharmacy goals and requirements. Exceptional team leader with innate abilities to build, train, develop, and influence top-performing teams, resulting in improved service quality.

CAREER HIGHLIGHTS & ACHIEVEMENTS

HIPAA Trained professional with a comprehensive understanding of Medicare and Medicaid programs. Possess strong ability to comply with state and federal drug laws regulated by the State Board of Pharmacy.

Proven history of success in developing large-size teams, ranging from 10 to 29 members, and providing ongoing guidance and support to facilitate the acquisition of forecasted goals and objectives.

Adept at devising and implementing operational goals focused on delivering top-quality pharmaceutical services while driving substantial revenue growth and customer satisfaction and retention.

Extensive experience in the areas of medication dispensing, medication administration, high-risk patient assessment, compounding, immunization, patient counseling, and prescription processing.

Strong capacity to oversee diversified operational aspects of a business, encompassing HR, PR, financial planning, cross-functional communications, sales and marketing, administrative, and customer service.

Highly recognized by senior management for meeting the target of delivering 1500 immunization shots each year. Secured multiple “Employee of the Month” awards for exceptional performance and customer service excellence.

Accomplished professional with broad experience in performing a variety of quantitative and qualitative tests and ensuring top-flight quality control within medical laboratory environments.

PROFESSIONAL EXPERIENCE

2007 – Present Pharmacy Technician / Intern / Pharmacist / Pharmacy Manager, Publix Pharmacy, Atlanta, GA

Envision and direct daily pharmacy operations to ensure the delivery of exceptional customer services while meeting client needs and expectations.

Perform a wide variety of administrative tasks, such as recording prescription data, processing orders, preparing and dispensing medication, and injecting vaccinations.

Answer queries and concerns of healthcare professionals, patients, and clients by offering appropriate pharmacological information in professional manner.

Ensured seamless customer experience by maintaining the cleanliness, tidiness, and safety of working environment in line with the established rules and regulations.

Highly recognized by senior management for consistently ensuring compliance with state and federal drug laws defined by the State Board of Pharmacy.

Continually met and exceeded pharmacy operational requirements by assigning staff duties, crafting daily rotas, and strategically directing technician workflow in adherence to service goals.

2017 Trauma/ Critical Care Medicine, Fort Sanders Regional Medical Center, Knoxville, TN

Directed key activities and procedures within the clinical microbiology lab to ensure adherence to predefined policies and guidelines.

Liaised with appropriate team members to conduct pharmacokinetic calculations for determining bioavailability of various dosages, including aminoglycoside and vancomycin.

Optimized individual patient dosage regimens by proficiently running therapeutic drug monitoring (TDM) testing in close collaboration with clinical pharmacists.

Monitored the effectiveness of anticoagulant warfarin in patients by performing INR testing.

2017 Community II, Kroger, Knoxville, TN

Assisted Pharmacy Manager in the planning and successful execution of daily operations to ensure smooth and efficient workflow of the pharmacy.

Played a pivotal role in protecting community members from viral infections and harmful diseases by providing vaccinations in collaboration with multiple medical teams.

2017 Academic Pharmacy Practice, South College Sch. Of Pharmacy, Knoxville, TN

Performed detailed review of ADR trigger reports to determine adverse drug reactions.

Attended a wide range of medication safety meetings and effectively delivered ISMP medication safety alerts to prevent future adverse medicine events.

Assisted preceptor in preparing effective lecture notes PowerPoint presentations for students.

2017 Acute Care, Parkwest Medical Center, Knoxville, TN

Actively participated in various rounds in liaison with cross-functional individuals, including clinical pharmacists, physicians, nurses, and social workers. Educated patients on warfarin in adherence to National Patient Safety Goals of the Joint Commission.

Counseled patients on medications before discharge based on medical history and care plan.

2016 Nuclear Pharmacy, Cardinal Health NPS, Knoxville, TN

Formulated a broad range of radiation compounds tailored to diverse hospital requirements.

Assisted pharmacy technicians in the execution of diversified tasks, such as radiopharmaceuticals delivery while supporting the purchasing, storage, and distribution of drugs.

Engaged in daily reading of assigned chapters on nuclear pharmacy literature, producing comprehensive written summaries for each chapter.

2016 Institutional, Parkwest Medical Center, Knoxville, TN

Advised patients on warfarin therapy through individual and group meetings while ensuring complete compliance with the Joint Commission's National Patient Safety Goals.

Created sterile IV compounds, such as epidurals for labor and delivery as per guidelines.

Prepared patient-specific medications directly to patients’ rooms within a 297-bed medical center.

Proactively attended and assisted medical practitioners through several C-suite meetings, including P&T Committee meeting, Medication Safety Committee meeting, and Neuro Rounds.

2016 Ambulatory Care, Cherokee Health Systems- MLK, Knoxville, TN

Examined patient charts and microbiology reports to evaluate the suitability of antimicrobial therapy in compliance with IDSA practice guidelines.

Drafted and submitted daily patient summaries to preceptor, outlining patient details and clinical data in an accurate manner.

Created a wide number of SOAP forms, documenting continuing patient encounters and strategic recommendations in a structured manner.

Delivered comprehensive patient care by managing diabetes disease states, overseeing medication therapy, providing patient counseling, and performing point-of-care testing while consistently maintaining compliance with healthcare protocols.

Ensured active participation in various healthcare workshops, encompassing blood pressure screenings and patient health education classes.

2016 Community, Wal-Mart, Knoxville, TN

Provided safe and appropriate pharmacy services for diverse patients by educating patients on the administration and potential side effects of new medications.

Identified patients, taking high-risk medications and suggested alternatives to prescribers for improved medication outcomes.

Performed Comprehensive Medication Reviews (CMR) with patients utilizing Mirixa, ensuring a thorough assessment of medication regimens and patient health.

Facilitated preceptors in maintaining compliance, product quality, and patient safety by conducting gap assessments and offering valuable recommendations.

2016 Advance Compounding Practice, Atlanta Compounding Pharmacy, Atlanta, GA

Produced high-quality compounding materials by measuring ingredients in line with compounding protocols and processing them in adherence to formula worksheet specifications.

Assembled weekly and monthly custom bubble packs and blister packs for medications.

Aided patients in selecting OTC products by outlining product specifications, uses, and reactions.

Conducted regular quality checks for non-sterile products to ensure compliance with USP 795 and USP 797 specifications.

EARLY CAREER

General Manager combined with pharmaceutical experience across various clinical settings, including Lakeway Regional Hospital, Mac’s Edgemor Pharmacy, Parkwest Medical Center, and CVS Pharmacy.

EDUCATION Doctor of Pharmacy, South College School of Pharmacy, Knoxville, TN, 2017

Pre-Pharmacy Curriculum, Georgia State University, Atlanta, GA, 2014

Associate in Pre-Pharmacy, Georgia Perimeter College, Atlanta, GA

Bachelor of Science in Business Administration, Central University, Accra, GA

AWARDS Employee of the Month Award - Publix Pharmacy, Atlanta GA (April 2011), President's List - South College School of Pharmacy, Knoxville, TN ((Summer 2014 / Spring 2015), Dean's List - South College School of Pharmacy, Knoxville, TN (Summer - Fall 2015 / Fall 2014), Student Scholar Award (Summer 2016)

CERTIFICATES Pharmacist and Patient-Centered Diabetes Care Certificate (2016), Medication Therapy Management Certificate (2015), Biomedical Research Training Course (2015), Responsible Conduct of Research Training Course (2015), Basic Life Support for Health Professionals (2014), Pharmacy-Based Immunization Delivery Certificate (2014)

LICENSURE Georgia Board Pharmacy (September 2017 to Present) - Pharmacist License No. RPH 030255, Georgia Board of Pharmacy (June 2014 to 2019) - Pharmacy Intern No. 017526, ACLS Certified (December 2015 to Present), BLS Certified (2016 to Present)

MEMBERSHIP American Pharmacists Association Academy of Student Pharmacists (APhA-ASP) – 2014 to Present, National Pharmaceutical Association - 2017 to Present, Student National Pharmaceutical Association (SNPhA) – 2014 to 2017, SNPhA HIV/AIDs Committee Co-Chair Operation – 2015 to 2016, Tennessee Pharmacists Association Member – 2014 to Present, American Society of Healthcare Professionals (ASHP-SSHP) – 2015 to Present, Kappa Psi Pharmaceuticals Fraternity - 2015 to Present, Zeta Xi Founding Member / Risk Management Chair of Rho Chi Society – 2016 to Present, Epsilon Eta founding Member, Treasurer

COMMUNITY Blood Pressure and Blood Glucose Screenings (November, 2014), Brown Bag Medication Review and Drug Take Back Event (August 2016), Student Volunteer - Project TNT-Smoking Cessation Awareness Event (October 2015 to November 2015), Pantry Volunteer - Atlanta Food Bank (2009 to Present), PTA Volunteer Coordinator - Peachtree Charter Middle School (September 2015 to Present), Sunday School Kid’s Corner Volunteer - First Baptist Church of Atlanta (2007 to Present), United Way Volunteer - Publix Supermarket Inc., Atlanta (2007 to Present)

PRESENTATIONS

“Irbesartan in Patients with Heart Failure and Preserved Ejection Fraction” (January 2016), “Differential Effects of Heart Rate Reduction with Ivabradine in Two Models of Endothelial Dysfunction and Oxidative Stress” (February 2016), “Tiotropium or Salmeterol as add-on therapy to inhaled corticosteroids for patients with moderate symptomatic asthma: two replicate, double-blind, placebo-controlled, parallel-group, active-comparator, randomized trial” (March 2016), “Over-the-Counter (OTC) products withdrawn from the United States due to the Inclusion of Undeclared Prescription Ingredients in the past 15 years” (September 2016), “ Rivaroxaban vs Enoxaparin for Thromboprophylaxis after Hip Arthroplasty” (September 2016), “Evidence-based Strategies to Overcome Barriers for Influenza Vaccination Disparities in African Americans” (November 2014)

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