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Customer Service Manager

Location:
Norristown, PA
Posted:
November 18, 2019

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Resume:

JOEL LEHMAN RPH.

** ********** ** ************, *******-3441

484-***-****610-***-**** • adavg3@r.postjobfree.com PA License RP039067L & RPI005710

OBJECTIVE

To obtain a rewarding position with an established company that will encourage continued professional development

PROFESSIONAL EXPERIENCE

Pharmacy Manager/Owner

January 2015 to September 2019

-Manage and maintain all aspect of day to day pharmacy operations.

– development of a business plan, developed floor plan, oversee construction

– Submission of State license, DEA license, and all documents necessary to open a pharmacy

– signed insurance contracts

– Communicate expectations throughout the organization

– Ensure policies and procedures are practiced universally

– Make staff effective by setting monthly goals for each staff member providing training and feedback as

-- necessary and getting entire organization involved in creating a shared vision.

-- Develop and administer Naloxone distribution and education program.

-- Partnered with local organization to distribute lockable medication bags for customers to store medications at risk for abuse or theft from family members or visitors to their household.

-- Develop medication adherence program for customers at high risk for medication misuse or difficulty with adherence to complex medication regimens.

-- Assisting patients, providing medication therapy management, medication reconciliation, drug utilization review, and collaborating with medical staff to ensure patients receive appropriate medications to address their needs.

-- Interacted with patients and prescribers regarding drug-drug interactions, correct dosing, cost saving alternative to patient prescriptions.

-- Suggest cost-effective options to physicians based on extensive knowledge of formulary/non-formulary drugs.

-- Utilize knowledge of formulary and non-formulary drugs, along with Medicaid, Medicare Prescription Drug Benefit Part D, pharmacy payment and claims processes to provide cost-effective options for patients.

-- Communicated with HMO's and PBM's concerning billing/reimbursement, drug substitutions, and prior authorizations.

-- Direct wide range of office procedures including administration, customer service, staff scheduling/supervision, and technician coaching.

-- Review patient profiles to ensure accurate facilitation of physician orders and calculate appropriate dose/interval of drugs.

-- Immunize patients against a variety of conditions.

-- Collaborate with patients to ensure the medication they’re prescribed adequately meets needs.

-- Assists with implementing procedures relating to safe and effective methods of procuring, maintaining, administering and disposing of drugs.

-- Performed clinical evaluation of prescriptions regarding adult, geriatric and pediatric drug usage/dosage.

-- Conducted clinical assessments of all patient profiles and monitored for possible adverse drug reactions or drug drug interactions.

-- Participate in clinical initiatives to provide appropriate clinical interventions.

-- Consulting with medical professionals (physicians, nurse practitioners, etc.) with regards to medication dosage, drug interactions, disease state management, and potential side effects of prescription and/or OTC medications. Pharmacy Manager

September 2008 to May 2015

The Great Atlantic and Pacific Tea Company (Pathmark/Superfresh), Philadelphia, PA

- Review and ensure prescriptions are filled accurately.

- Ensure that the facility keeps appropriate records as required by state and federal law.

- Ensure scheduling and training of technicians.

- Maintain SOP as directed by the company.

- Ensure that customers service is maintained at a high level and address customer concerns when the situation arises to help increase customer satisfaction.

- Ensure that product recalls and returns are handled in an appropriate time frame.

- Minimize shrink

- Ensure that staffing stays within budget.

- Medication reviews to ensure Medicare part D compliance

- Immunization certified

-- Develop medication adherence program for customers at high risk for medication misuse or difficulty with adherence to complex medication regimens.

-- Assisting patients, providing medication therapy management, medication reconciliation, drug utilization review, and collaborating with medical staff to ensure patients receive appropriate medications to address their needs.

-- Interacted with patients and prescribers regarding drug-drug interactions, correct dosing, cost saving alternative to patient prescriptions.

-- Suggest cost-effective options to physicians based on extensive knowledge of formulary/non-formulary drugs.

-- Utilize knowledge of formulary and non-formulary drugs, along with Medicaid, Medicare Prescription Drug Benefit Part D, pharmacy payment and claims processes to provide cost-effective options for patients.

-- Communicated with HMO's and PBM's concerning billing/reimbursement, drug substitutions, and prior authorizations.

-- Direct wide range of office procedures including administration, customer service, staff scheduling/supervision, and technician coaching.

-- Review patient profiles to ensure accurate facilitation of physician orders and calculate appropriate dose/interval of drugs.

-- Immunize patients against a variety of conditions.

-- Collaborate with patients to ensure the medication they’re prescribed adequately meets needs.

-- Assists with implementing procedures relating to safe and effective methods of procuring, maintaining, administering and disposing of drugs.

-- Performed clinical evaluation of prescriptions regarding adult, geriatric and pediatric drug usage/dosage.

-- Conducted clinical assessments of all patient profiles and monitored for possible adverse drug reactions or drug drug interactions.

-- Participate in clinical initiatives to provide appropriate clinical interventions.

-- Consulting with medical professionals (physicians, nurse practitioners, etc.) with regards to medication dosage, drug interactions, disease state management, and potential side effects of prescription and/or OTC medications. Pharmacy Manager/Pharmacy Area Manager

September 2003 to September 2008

Wal-Mart Pharmacy, Philadelphia, PA

-Dispense accurate prescriptions by following SOP.

- Ensures facility keeps appropriate records as required by company, state and federal guidelines.

- Ensures scheduling of pharmacists and technicians.

- Ensures that all controlled drug policies and procedures are followed as per company, state and federal guidelines.

- Communicates with customers, responds to customer questions and ensures customers receive requested assistance.

- Ensures associates actively promote products and services that meet customer needs.

- Identifies gaps in customer expectations and directs appropriate training and development for resolution of issues.

- Sets and communicates customer service and experience standards.

- Develops and implements strategies that result in the achievement of sales, market share, account retention, or market growth targets, to include competitor closings, acquisitions, and new business development.

- Prepare for and perform yearly inventories.

- Reviews and adjust pharmacists' scheduling to assure proper coverage within the district.

- Directs the execution of training for management associates.

- Follows up on tasks assigned to associates to evaluate their performance and provide positive feedback. Pharmacy Manager

May 1995 to September 2003

Drug Emporium/ I Got it at Gary's, Trooper, PA

- Review and ensure prescriptions are filled accurately.

- Ensure that the facility keeps appropriate records as required by state and federal law.

- Ensure scheduling and training of technicians.

- Maintain SOP as directed by the company.

- Ensure that customers service is maintained at a high level and address customer concerns when the situation arises to help increase customer satisfaction.

- Ensure that product recalls and returns are handled in an appropriate time frame.

– Minimize shrink Ensure that staffing stays within budget. Staff Pharmacists

June 1992 to May 1995

Montgomery Hospital, Norristown, PA

- Compounded and dispensed prescribed medications and other pharmaceuticals.

- Executed daily operations of IV room and PYXIS ( a computerized floor stock system ).

- Reviewed prescription in order to assure accuracy.

- Determined formulas and ingredients needed for compounded prescriptions.

- Maintained established procedures concerning quality assurance, security of controlled substances and disposal

of hazardous waste.

- Maintained patient profiles, inventory and charges to patient accounts.

- Instructed interns and other medical personnel on matters pertaining to pharmacy.

- Helped to develop a Gentamycin dosing service.

EDUCATION

Unversity of the Sciences in Philadelphia, 1992

Philadelphia, PA

B.S. Pharmacy Pharmacy

CERTIFICATIONS

Preceptor certified

Member of the Montgomery County Drug Abuse Task Force Authorization to administer injectables

Completed NCPA Ownership Workshop February 2015 Memphis, TN



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