Pharmacy Customer Care

FELICIA HAZELL-KARRAN, PHARMD

Ocoee, FL ***** 321-***-**** ********@*******.***

https://www.linkedin.com/in/felicia-hazell-karran-68b133bb/ OBJECTIVES

PHARM-D professional with 10 years of experience delivering high-quality patient customer care in numerous pharmacy settings. Strong background in specialty clinical pharmacy and complex medication management. EDUCATION

Doctor of Pharmacy May 2009 - Florida A&M University College of Pharmacy - Tallahassee, FL Skills

Drug Utilization Review Renal Care Long-Term Care HIV/AIDS Specialty Pharmacy Retail Pharmacy Mail Order Pharmacy Advanced Therapies Hemophilia ERT IV and infusion Care Budget & Inventory Analysis High Volume Prescriptions Colleague and Student Mentoring Research and Implementation Microsoft Office SXC RXConnect EXPERIENCE

AllianceRx Walgreens Prime - Orlando, FL October 2018 – Present Advanced Therapy Pharmacist

• Provides pharmaceutical care to patients including collaborative medication management for home infusion patients needing treatment for hemophilia, enzyme replacement, IVIG, HAE and fertility.

• Maintains patient database to include appropriate current and past medical history, appropriate clinical and laboratory data, and concurrent medication review.

• Assists management in monitoring call center metrics to ensure Abandonment Rate, Average Speed of Answer

(ASA), and customer service exceeds industry standards set forth by accrediting organizations, manufacturers, and payers.

• Interacts with health care personnel and outpatients to provide information on drug action or delivery of various medications.

• Provides telephonic counseling for new and existing patients, and documents Initial Assessments, Re- Assessments, Care Plans, and Clinical Interventions when appropriate.

• Reviews and supervises work completed by infusion care specialists, pharmacy technicians and patient care representatives engaged in all areas of the prescription process including processing, labeling, packaging, and claim submission of prescriptions and pharmaceuticals/supplies.

• Reviews patient demographics and prescriptions to assure appropriate therapy for the patient, accuracy of dose, and determine formulas, ingredients, and medications/administration supplies needed for optimal patient outcomes.

• Follows established procedures concerning security of controlled substances, prescriptions, and supplies, disposal of hazardous waste materials, and security and disposal of aseptic compounding, and quality assurance.

• Participates in the coordination of care to meet patient outcomes/goals including, initial referral, medication review and selection, assessment of medication delivery system, coordinated care conferences, patient care plans, compliance programs and discharge of patients from services. Welldyne RX - Lakeland, FL October 2018 -- Present Mail Order PV2 Pharmacist

• Interprets, compounds and dispenses medications and other pharmaceutical supplies.

• Provides Pharmacist Verification for Mail Order pharmacy prescriptions.

• Interprets and enters drug orders and patient data into computer profile. Selects, prepares and dispenses drug products to fill outpatient prescriptions. Labels drug products as per procedure.

• Performs Pharmacist Verification 2 (PV2) to ensure order entry, medication indication, claim adjudication and accurate dispensing is completed.

• Evaluates physician medication orders for appropriateness of drug dosage, potential interactions, and route of administration. Makes recommendations for therapy modifications as needed to health care providers.

• Assists management during PV2 to ensure staff compliance with procedures relating to state and federal regulations, procurement, and disposal of medications.

• Complies with Food and Drug Administration (FDA) mandates and self-imposed manufacturer restrictions on drugs, as applicable including Risk Evaluation and Mitigation Strategy (REMS) programs and manufacturer limited distribution drug requirements.

Davita RX - Orlando, FL December 2014 – October 2018 Clinical Operations Pharmacist/Renal Care/DUR Pharmacist

• Dispense and oversee prescription and non-prescription medicine for mail-order, retail and specialty.

• Dispensed 24-hr medication dosing for over 2,400 dialysis centers within the US.

• Ensured compliance with all federal and state regulations, avoiding sanctions from state board of pharmacy.

• Inspected, interpreted, and revised hospital/dialysis center discharge prescriptions, as appropriate to minimize errors prior to delivery of medications to facilities.

• Effectively and accurately processed a high volume of prescriptions to reach processing goal count, approximately 100 per hour, with a scarcity of errors.

• Reviewed prescription orders for accuracy and appropriateness and reviewed drug utilization to ensure accurate, effective, and safe drug therapy for patients.

• Assisted facility/agency staff personnel with procedures relating to safe and effective methods of procuring, maintaining, administering, and disposing of drugs.

• Provided consulting services and clinical support to other healthcare providers.

• Supervised technicians, inventory, and pharmacy operations.

• Supervised Compliance Administrator Committee Team to develop/maintain policies for pharmacy regulatory, compliance risks, BOP rules/regulations, and specialty compliance.

• Mentored pharmacy students during their clinical internship and as a preceptor for affiliated pharmacy schools.

• Recognized for efficiency and consistently met and exceeded productivity goals. CVS Pharmacy – Orlando, FL December 2014 – October 2018 Pharmacist Floater (Central Florida area)

• Dispensed an average of 350 prescriptions daily

• Responsible for investigating and resolving third-party payment issues

• Counseled and answered patient's questions regarding prescription and OTC medications

• Administered immunizations

• Served customers with a professional, caring demeanor for quality patient care experience CVS Pharmacy – Deltona, FL (Avon Park, FL/Orlando, FL) August 2009 – December 2014 Pharmacist in Charge (Pharmacy Manager)/Emerging Leader

• Supervised and managed 5 retail locations as well as pharmacy technicians and pharmacists

• Performed initial inventory and set-up

• Performed Corporate and Medicare Regulatory Compliance audits and ensured pharmacies agree with state and federal guidelines

• Maintained inventory control and reduced inventory below company goal

• Supervised, trained and coached pharmacy associates

• Filled and evaluated prescription orders

• Counseled and answered patient's questions regarding prescription and OTC medications

• Practice efficient drug utilization review on all patient files

• Mentored pharmacy students during their clinical internship as a preceptor

• Administered immunizations

• 2-time Paragon Award winner (highest honor a colleague can attain within the organization) Licenses and Certifications

Florida Board of Pharmacy - Registered Pharmacist August 2009 (Expiration 9/2019) Florida Board of Pharmacy- Immunization Certification August 2009 American Red Cross - CPR/AED, Basic Life Support July 2018 References

Neil Patel (Pharmacy Supervisor/Mentor): 312-***-**** Vu Lam (Clinical Operations Pharmacist Supervisor): 321-***-**** Adrianna Valles (Pharmacist Partner): 954-***-**** Kim Shannon (Pharmacy Supervisor): 941-***-****

Trudy Lockhart (Retail Store Manager): 407-***-****

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