Pharmacy Technician Customer Service

JOSEPH L. JONES

**** ***** *****, ********, ***** 78109

210-***-**** ad5y9y@r.postjobfree.com

COMMITMENT - LEADERSHIP - INTEGRITY

SUMMARY OF QUALIFICATIONS:

Highly motivated and personable management professional with a proven track record of delivering exceptional work performance. Demonstrates adaptability in highly dynamic situations and excels in fast-paced environments, consistently delivering accurate and timely results. Skilled in building strong and cohesive teams, and adept at assuming increased responsibilities. Possesses excellent commu- nication and organizational abilities. Known for creating a positive work environment, particularly in military settings.

SKILLS SUMMARY

• Strategic Planning

• Public Relations

• Microsoft Office

• Workforce Improvement

• Operational Efficiency

• Problem ID & Analysis

• Medical Terminology

• Training and Development

• Operations Management

• Customer Service

• Organizational Administration

• Conflict resolution

• Communication skills

• Surveillance

• ID verification

• Teams

EDUCATION

University of Phoenix, San Antonio, Texas – December 2009 to December 2013 Degree: Bachelor of Science – Healthcare Administration GPA: 3.32 Semester Hours: 120

San Antonio College, San Antonio, Texas – January 2009 to May 2009 Pharmacy Technician Certification Course

JOB RELATED TRAINING

MyFSS/MyVector/MyRetirement

MILPDS (Military Personnel Data System)

Nice In Contact (NIC)/Cisco IP Phone

Right Now Technologies (RNT)

Management Development Training Certified and Registered Pharmacy Technician Composite Health Care Systems (CHCS) Patient Appointing & Scheduling (PAS) Managed Care Program (MCP) Records Management Database Administration Armed Forces Health Longitudinal Technology Application (AHLTA) Veterans Health Information Systems and Technology Architecture (VistA) Healthcare Artifact and Image Management Solution (HAIMS) ADDITIONAL INFORMATION

Security Clearance: Secret/SSBI

J. Jones Resume continued

EMPLOYMENT HISTORY

Service Center Technician, (transfer) April 2019 to Present Goodwill Industries of San Antonio, Randolph Air Force Base, Texas 78150 Supervisor: Mr. Douglas Lewis

As an Air Force service center technician, I am responsible for responding to and providing timely, profession- al, accurate, and adequate responses to telephone calls and emails. My duties include documenting each case as prescribed on a full spectrum of military and civilian personnel inquiries. I process various inquiries on members' calls for categories of accession/assignment, benefits/entitlements, career support, IMA manage- ment, retirement, and separations. I create and maintain accurate records of conversations in Right Now Tech- nologies (RNT) database and outline how each call, email, and chat has been resolved. For unresolved cases, I escalate the conversations to the relevant department for processing and to answer the member’s needs as directed. I make every effort to resolve all calls, emails, and chat cases received. Medical Records Technician, December 2013 to April 2019 Goodwill Industries of San Antonio,

New 3370 Nacogdoches Road, Suite 100, San Antonio, Texas 78234 Supervisor: Mrs. Lisa De La Cruz – 210-***-****

As a Medical Records Technician, I was responsible for maintaining custody of Service Treatment Records

(STR) for separated and/or retired beneficiaries. I performed in-depth analysis in accordance with Veteran Ad- ministration (VA) requirements. My responsibilities included establishing and maintaining custody of outpatient medical records and providing information and answering a wide variety of technical questions concerning medical records without compromising patient confidentiality. I also reviewed records for correct format, com- pleteness, quality, and policies and procedures. In addition, I prepared accurate and concise written communi- cations such as recruitment packages and letters of correspondence, and delivered precise verbal information and decision papers to senior officials. I conducted research to identify gaps in organization, systems, business processes, and procedures. I also evaluated the effectiveness of business management operations and admin- istration, ensuring compliance with all applicable laws, regulations, policies, and procedures. Customer Service/Program Coordinator, January 2013 to June 2013 Remedy Staffing, CVS Caremark/Aetna Insurance, 7800 West IH 10, San Antonio, Texas 78230 Supervisor: Miss Elida Triano - 210-***-****

As a Customer Service/Program Coordinator, I was responsible for providing input to the development and ex- ecution of pharmacy management for pre-certification member coverage. My role included providing program budget input for marketing research, conducting survey studies, developing stakeholder education plans, and coordinating personnel training. I performed broad and complex studies and analyses across organizational and functional lines on various projects, issues, and problem areas. I prepared accurate and concise written communications and delivered precise verbal information and decision briefings. I also planned, directed, and participated in long-range and annual work planning, employing strategic management processes to enhance efficiency and effectiveness. I maintained knowledge of various systems such as the Electronic Correspon- dence Handling system (ECHS), Aetna Management Pharmacy Claims Adjudication System (AMPCAS), Tran- sition of Coverage for Medicare (TOC), and the RUMBA content management system. Training Manager, May 2011 to September 2011

Defense Language Institutes, US Air Force, Lackland AFB, Texas 78236 Supervisor: Senior Chief Petty Officer Paul A. Smith - 210-***-**** As a Training Manager for the Defense Language Institute (DLI), I was responsible for greeting incoming in- ternational military students (IMS), reviewing Invitational Travel Orders (ITO) for accuracy, verifying training, and maintaining automated student training databases. I prepared course(s) of action designed to improve op- erations within the organization and made recommendations. I conducted broad and long-range analyses to define problem areas and recommend resource allocation for projects or programs. I employed business man- agement analysis techniques

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