Pharmacy Customer Service

Gail Denise Snowden, Pharm D.

McDonough, GA 470-***-**** *****@*****.*** LinkedIn

Senior-Level Pharmacist

Process Efficiency Patient Education & Advocacy Program Management

Pharmacy professional with expertise in leading medical teams, educating patients and complex medication preparation and administration across retail, clinical, and hospital settings. Highly customer focused and driven to meet needs and exceed expectations through devising effective care plans. Skilled in collaborating with all members of the organization to achieve business and financial objectives. Instrumental in streamlining and improving processes, quality control, and implementing programs.

Retail Pharmacy Operations

Customer Service

Insurance Billing

Leadership & Development

Quality Improvement

Electronic Medical Records

Inventory Management

Budget Management

Me I n b in dical Terminology

Process Improvement

Regulatory Compliance (FDA)

Drug Utilization Review

Pharmocokinetics

Medication Therapy Management (MTM)

Sterile j

Professional Experience

Navicent, Macon, GA 2018 – Present

Pharmacy Manager

Lead staffing, employee management, and operations management for 30 bed hospital; maintain pharmacy budget and inventory. Research and maintain accurate patient and medication records and files. Serve on Safety and Quality Committee and chairs Pharmacy and Therapeutic Committee; support updates to operating policies and procedures. Implemented new business opportunity to extend core offerings to include remote and after hour pharmacy services.

Maintain 100% reporting interventions upon admission, DNV preliminary survey with no findings, Southern Regional CMS intervention compliance, and annual budget compliance.

Implemented hospital Antibiotic Stewardship; reduced inappropriate antibiotic use by 75% and maintain antibiotic intervention of 90%.

Southern Crescent Hospital for Specialty (LTACH), Riverdale, GA 2008 – 2018

Pharmacy Manager

Led overall pharmacy operations including staff management and development, budgeting, and purchasing and inventory. Developed health information management plans and established pharmacy goals, standards of performance, and policies and procedures. Educated health care team of 50 about drug compatibilities, interactions and proper dosages.

Designed and directed implementation pharmacy order entry system and automated drug dispensing system.

Passed 6/6 state inspections with no findings and 7/8 JCAH surveys with no findings.

Achieved 100% annual budget compliance each year.

Rockdale Medical Center, Conyers, GA 2005 – 2010

Clinical Pharmacist

Updated and maintained pharmacy operating procedures by monitoring medication dispensing, tracking data trends, and reviewing processes. Collaborated with physicians on creating patient care plans, including determining correct medication dosages. Counseled and educated patients on proper medication use, how to deal with symptoms, possible drug interactions, and side effects.

Walgreen Pharmacy, Stockbridge, GA 2005 – 2008

Pharmacist

Provided excellent customer service to patients through administering medications and conducting counseling on physician care plans. Analyzed operations, provided reporting, and devised strategies to increase business process efficiencies and improve quality. Updated policies and procedures and conducted capacity planning. Increased customer service scores and maintained high percentage of customer satisfaction.

Walmart, Lovejoy, GA 2005 – 2006

Pharmacy Manager

Managed staff of 5 and conducted training on customer interaction, pharmacy operations, pharmaceutical concepts, and employee development. Provided patient care and counseling regarding care plans and medication needs; decreased customer complaints and wait times by 50%. Ensured sales goals were met and increased store profit through proper stocking and merchandising; reduced inventory by 25% within 6 months of starting position.

Northlake Medical Center, Tucker, GA 2002 – 2004

Director of Pharmacy

Directed pharmacy staff on operating procedures and counseling patients. Implemented and managed multiple programs enhancing overall effectiveness and increasing efficiencies, including Gynecology Oncology Pharmacy Program. Maintained accurate patient records and pharmaceutical information. Reviewed and assessed patient care plans, physicians’ orders, and automated dispensing pharmaceutical orders.

Implemented Electronic Medication Administration Record (EMAR) to increase patient safety.

Developed and established after hours, automated dispensing cabinet for non-24-hour pharmacy.

Reduced medication errors by 80% and successfully completed 2004 Joint Commission (JCAHO) survey.

Education & Credentials

Doctor of Pharmacy, Mercer University, Atlanta, GA

Bachelor of Science in Pharmacy, Mercer University, Atlanta, GA

Pharmacy Fellowship, University of Iowa, Iowa City, IA

Bachelor of Science in Chemistry, Xavier University, New Orleans, LA

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