Pharmacy Technician Operations Supervisor

Angella Seo Woo Cho

Westminster, CA Cell 714-***-**** ************@*****.***

Summary:

Operations Supervisor with over 5 years of experience in healthcare operations. Proven track record in managing remote teams, optimizing processes, and improving KPIs. Skilled in project management and team development, with a commitment to enhancing operational efficiency and team engagement.

Education:

- Bachelor of Arts: Human Communication, Emphasis on Organizational Communication California State University, Fullerton 2018

- CA Pharmacy Technician License: TCH 137714 (Valid until 03/2025) Work History:

Operations Supervisor (Growth Home Delivey Deparment) OptumRX Jan 2023 - Nov 2024

- Developed pilot programs and assessed results for potential new departments.

- Managed a remote team of 14 to 23, focusing on efficiency, accuracy, and call audits.

- Improved KPIs from 50% to 95% in key business metrics.

- Launched the Pay for Performance pilot, which evolved into a permanent team.

- Conducted monthly one-on-ones and weekly huddles to guide team performance and development.

- Delegated SME tasks and facilitated peer coaching for efficiency and career growth.

- Presented quarterly and monthly performance updates to upper management.

- Ensured compliance with CA, FL, NC, OK, NV, and TX labor laws in collaboration with HR.

- Worked with Workforce Teams to manage scheduling and coverage.

- Engaged with IT teams to ensure smooth system operations for the IRIS program.

- Directed team engagement initiatives, such as the Steps Challenge, to promote health and collaboration.

Operations Supervisor (Front End Home Delivery Department) OptumRX Jan 2022 - Dec 2022

- Managed a team of 18 to 20 agents handling data entry and claim resolutions from patient/MD offices to fulfillment.

- Oversaw efficiency, accuracy, project management, and career development in both in-office and remote settings.

- Held queue ownership for Patient Call Clinical, Clerk Call Queues, Inbound Transfer, and OP222 (injectable medication).

- Collaborated on the development and improvement of the Inbound Transfer Queue, successfully transitioning it into the Growth Department with two permanent teams of 20+ agents each.

- Delivered performance updates in monthly and quarterly meetings with upper management, ensuring smooth project management through KPI results.

- Developed training materials and conducted training sessions while coordinating cross-department meetings.

- Worked with queue owners across sites to enhance workflow processes and review procedure efficiencies monthly.

Lead Pharmacy Technician

OptumRX Apr 2021 - Dec 2021

- Led the team through procedural changes, ensuring seamless transitions and adherence to management directives.

- Served as a Subject Matter Expert (SME) for Inbound Transfer, Patient Call Clinical, and DEX

(Insurance claim resolution) queues.

- Facilitated team meetings to communicate process updates and ensure understanding of new protocols.

- Developed comprehensive resources, including a OneNote guide for work instructions and best practices, enhancing team efficiency and knowledge sharing. Front End Pharmacy Technician

OptumRX Dec 2018 - Mar 2021

- Performed accurate and efficient data entry for prescriptions, ensuring timely processing.

- Resolved patient requests and navigated state regulations effectively.

- Provided management with insights on daily processes to improve operational efficiency.

- Facilitated effective resolution of insurance claims, contributing to overall patient satisfaction.

Pharmacy Technician

Walgreens 2014 - 2017

- Accurately entered written and electronic prescriptions, ensuring timely processing.

- Provided excellent customer service to patients at the pharmacy counter.

- Efficiently filled and processed prescriptions, contributing to overall operational flow. Skill set:

● Technicial Skills:

Microsoft Office Suite (Excel, PowerPoint, Outlook, OneNote, Teams)

Project Management Tools

● Leadership Skills:

Remote and In-Office Team Management

Servant Leadership with a focus on team goal achievement

● Operational Skills:

Process Improvement and Optimization

Effective Communication and Training Development

Contact this candidate