Customer Service Pharmacy Operations

NM

NICOLE MCDONALD

***************@*****.*** 832-***-**** Cypress, TX 77429

I am very efficient at multitasking and have excellent references, I have worked remotely and excelled at my customer service and sales always number 1 agent every week! I have been told I have the most warm welcoming voice and love to work.

Processing Orders

POS System Operation

Submitting Insurance Documents

Supply Restocking

Verifying Orders

Insurance Collaboration

Interpreting Orders

Processing Payments

Regulatory Compliance

Resolving Customer Issues

Insurance Billing

Pharmacy Operations

Filing Documents

Updating Computer Database

Accepting Payments

Insurance Verification

Resolving Complaints

Supporting Pharmacy Operations

HIPAA Compliance

Computer Savvy

Pharmacy Management Cypress, TX

Pharmacy Assistant

12/2021 - 08/2023

Provided guidance on the selection of over-the-counter medications and supplements.

Opened incoming supplies and stocked in correct locations. Helped pharmacy staff prepare medications and fill orders. Verified prescriptions by contacting physicians' offices and receiving approval.

Checked incoming shipments against purchase orders to verify quantity, quality and price accuracy.

Processed payments from customers using cash registers and debit and credit card terminals.

Kept up to date on changes in insurance coverage policies related to prescriptions.

Delivered quality care to customers through close collaboration with pharmacist.

Responded to telephone inquiries and provided information about order status, store hours and pharmacy procedures.

Updated and submitted documentation for insurance, store and liability purposes.

Entered current customer, payment and inventory information into system to keep data accurate.

Answered 90+ telephone calls in average 7 hour time frame and assisted customers by directing calls to appropriate personnel. Top sales associate for our diabetic testing supplies, also number one in my department for sales and top rated for my customer service. Summary

Skills

Experience

Main Street pub and grill Sandwich, IL

Manager of Operations

07/2017 - 01/2020

Collaborated with other managers across the organization to develop strategies that support overall company objectives. Ensured compliance with relevant laws, regulations, industry standards. related to the operation of the business.

Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.

Was in charge of events and advertising

Rush County Memorial Hospital Aurora,

IL

Medical Assistant

08/2003 - 02/2012

Contacted pharmacies to submit and refill patients' prescriptions. Educated patients about medications, procedures and physician's instructions.

Inspected equipment to ensure proper working order prior to use on patients.

Positioned patients properly during examination or treatment for comfort and safety.

Conducted patient interviews to gather health history, vital signs and information about current medical issues.

Administered injections, medications and treatments as directed by the physician.

Verified appointment times with patients, preparing charts, pre-admission and consent forms.

Monitored vital signs of hospitalized patients throughout their stay at the hospital or clinic setting.

Kept facility stocked with necessary supplies, equipment and instruments. Conducted routine laboratory tests and sample analyses to monitor diseases.

Performed basic laboratory tests such as urinalysis and blood glucose levels under direct supervision of a physician or registered nurse. Communicated with pharmacies for prescription refills on behalf of supervising physician.

Contacted medical facilities to schedule patients for admission. Assisted physicians with patient care by taking vital signs, patient histories and preparing patients for examinations.

Supported administrative staff by processing payments. Collected, labeled and stored laboratory specimens properly prior to testing.

Assessed, documented and monitored vital signs for patients within outpatient setting.

Participated in team meetings to improve workflows and contribute to improving patient population outcomes.

Changed dressings on wounds to prevent infection and check for healing. Maintained inventory, vaccination and product expiration logs to record updated documentation for tracking purposes.

Ensured that all instruments used during exams were cleaned properly after each use according to established protocols. Interviewed and engaged patients to obtain medical history, chief complaints and vital signs.

Measured vital signs and took medical histories to prepare patients for examination.

Answered phones, scheduled appointments and managed patient flow while greeting visitors in a professional manner.

Prepared laboratory specimens for analysis and organized lab results for review by the physician.

Documented notes during patient visits.

Scheduled appointments for patients via phone and in person. Administered medications under physician's supervision. Explained treatment procedures and physicians' instructions. Handled general office duties to support administrative staff during peak hours.

Organized patient charts before each day's clinic sessions began. Adhered to HIPAA regulations regarding safeguarding confidential patient information at all times.

Processed orders for medical supplies and lab equipment. Responded to patient callbacks and phone-in prescription refill requests. Ordered medical supplies, maintained inventory logs and restocked exam rooms when needed.

Assisted with pre-operative preparation of patients including providing instruction about post-operative care plans.

Maintained accurate medical records through filing, charting, transcription and data entry into electronic health record system. Followed principles of asepsis and infection control to meet patient safety guidelines.

Prepared treatment rooms for patient examinations. Answered phones, scheduled appointments, greeted patients and ordered supplies.

Cleaned and maintained medical equipment following procedures and standards.

Performed preliminary physical tests to accurately record results in patient history summary.

Registered new patients into practice management software program accurately entering demographic information.

Kept examination rooms clean, stocked with necessary supplies and prepared for incoming patients.

Secured patient information and maintained patient confidence by completing and safeguarding medical records.

Filed insurance claims forms in accordance with applicable regulations. Educated patients on healthcare topics such as nutrition and disease prevention methods.

Collected samples from patients for laboratory testing purposes. Incorporated outside records into charts and EHR.

Conducted insurance verification and pre-certification and pre-authorization functions.

Prepared treatment rooms for patients by cleaning surfaces and restocking supplies.

Organized charts, documents and supplies to maintain team productivity. Provided assistance to medical staff in performing minor surgical procedures.

Assisted with diagnostic testing by collecting and packaging biological specimens for internal and laboratory analysis.

Labeled and completed lab requisitions using ICD and CPT coding. Assisted back office patient processes to reduce office wait times. Relayed messages from patients to physicians about concerns, condition updates or refill requests to facilitate treatment. Collaborated with local pharmacies to resolve and clarify issues with patient medication.

Understood and followed oral and written directions. Achieved cost-savings by developing functional solutions to problems. Exceeded customer satisfaction by finding creative solutions to problems. Provided excellent service and attention to customers when face-to-face or through phone conversations.

Approached customers and engaged in conversation through use of effective interpersonal and people skills.

Displayed strong telephone etiquette, effectively handling difficult calls. Maintained open communication with team members and stakeholders, resulting in successful project outcomes.

Maintained updated knowledge through continuing education and advanced training.

Waubonsee Community College Sugar Grove, IL

Associate of Science in Medical Assisting

09/2004

Education and Training

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