Pharmacy Customer Service

NATALIE CEBRY

Denver, CO ***** 303-***-**** *******@***.*** www.linkedin.com/in/natalie-cebry-68107738/

MANAGER - PHARMACIST

Pharmacy management professional with deep expertise in pharmaceutical operations. Known for developing high performing team, improving work flow efficiencies, driving process improvements and lowering operational costs. Passionate about collaborating with other healthcare professionals to ensure optimal patient outcomes and to meet the needs of the business

Exceptional patient care and interactions

Inventory and operations management

Leadership and decision making

Driving and executing organizational strategies and change

Coaching and development

Effective written and verbal communicator

Regulatory and corporate compliance

Performance metrics

CAREER SUMMARY AND ACHIEVEMENTS

KAISER PERMANENTE, Englewood, CO

Pharmacy Supervisor Operations and Infusion Center – Englewood, CO (9/2015– 9/2019)

Supervised, monitored and evaluate the quality and effectiveness of patient care provided by pharmacy staff. Led and managed daily activities with regards to effective operations and communications. Responsible for the appropriate budgeting, purchasing, control and security of all drug products and medical supplies.

Developed and implemented a plan to identify, address and resolve patient and partner concerns resulting in exceeding customer service metrics as measured by JD Powers.

Worked across the organization with physicians, nurses, and other health care provides to improve quality of pharmacy services; exceeding all Key Performance Indicators.

Spearheaded initiative with pharmacy staff to increase communication and collaboration which resulted in improved operations and efficiency and decreased patient wait times.

Implementing cost saving strategies to include monthly returns of out dates, minimizing non-formulary medications, and maintaining inventory turns, resulting in a $50,000 cost savings and achieving established inventory goals.

Pharmacy Supervisor, Multiple Clinics – Denver (9/2013-9/2015)

Responsible for overseeing, revising, and modifying pharmacy performance, and bring each clinic up to regulatory compliance standards.

Initiated and Implemented Leader Standard Work in processing prescriptions, enabling staff to significantly improve Total Member Experience (TME) to under 15 minutes per prescription.

Instituted monthly KP Business Practice Assessments (BPA) to identify regulator and compliance discrepancies; which in a 3 month period resulted in having 0 discrepancies on a monthly bases.

Natalie Cebry *******@***.*** Page 2

Implemented new pharmacy service standards which resulted in an elevation of pharmacy year to date (YTD) operational performance from < 81% to > 92% in first four months.

Developed an inventory process which allowed the pharmacy to streamlining the on hand inventory; which resulted with a 3 % PMPM in a analysis turns and developed Used key financial information such as operating statements and scorecards to increase both financial and customer service performance of pharmacy and to formulate weekly and monthly goals and action plans based on these metrics.

Pharmacy Supervisor, Arapahoe - Centennial, CO (7/2011- 8/2013)

Managed day to day operations of large pharmacy hub and set up and maintained medications for afterhours care.

Established new regional prescription labeling policy for new E-Pims system; collaboratively worked with quality and risk management to update each facilities policies and ensure proper training.

Implemented lean principles to improve workflow and appropriately schedule staff, which led to a decrease in FTE utilization.

Maximized Innovation automated system to enhance efficiencies of prescription fills, which led to a 5 % reduction in processing time and waste.

Initiated and promoted new pharmacy service programs over 6-month period which resulted in off-site prescription fill volumes and mail order volume to exceeded prior year totals by >20%.

Pharmacy Supervisor, Ken Caryl – Littleton, CO (5/2009-6/2011)

Oversaw and monitored all operational aspect of new pharmacy, including licensure and SBOP inspections.

Developed, implemented, and maintained police and procedures for all regulatory regulations and professional practice standards, resulting in 100% compliance within organizational policy and procedures.

Built and developed a team that consistently met or excited performance metrics which lead to the highest patient satisfaction scores in the region.

Collaborated inter-departmentally with providers and developed an OTC order form which increased OTC’s sales by 10 %.

ADDITIONAL RELEVANT EXPERIENCE

Clinical Pharmacy Specialist – Kaiser Permanente, Englewood, CO

Counselor - Providence Network, Denver, CO

Counselor - Metro West Neurofeedback, Lakewood, CO

Counselor - Life Outreach Center, Littleton, CO

EDUCATION AND TRAINING

Master of Arts (MA) in Counseling - Colorado Christian University - Lakewood, CO

Bachelor of Science (BS) in Pharmacy - University of Colorado Health Science Center School of Pharmacy - Denver, CO

Bachelor of Science (BS) International Business and Marketing - University of Colorado, Denver, CO

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