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Customer Service Pharmacy

Plymouth, MI, 48170
September 16, 2020

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Nadia Musleh

***** ******, ********, ** *****



IHA OB/GYN, Ann Arbor, MI

Supervisor of Medical Reception, December 2018 – April 2020

•Supervised operations of three offices including monitoring call volume coverage, insurance verification, appointment scheduling, check in and check out, referrals, medical records, surgery scheduling and billing.

•Created workforce schedule, assigned and ensured proper coverage and workflows of administrative functions.

•Developed policies and procedures for Patient Centered Medical Home Committee.

•Standardized best practices via participation in Patient Financial Education Committee.

•Handled elevated patient issues and resolved for patient satisfaction

•Enforced attendance policy, handled paid time off requests, overtime, and approved timecards.

•Performed secret shopper calls to other offices to ensure call quality standards were met.

•Assisted with recruitment, interviewed, hired, oriented and organized new hire training.

•Evaluated performance, recommended merit increases, provided constructive feedback and disciplinary actions.

•Communicated with office leadership, providers, nurses, and staff on issues impacting day to day operations.

•Collaborated with leadership team for process improvement, workflow development and implementation of changes.

Soul Vision Sunglasses, Ann Arbor, MI

Sales Manager, May 2014 – Present

•Scout and secure suitable venues for sales events.

•Procure and control product inventory.

•Display products, and restock to ensure aesthetics and customer interest.

•Manage product sales and upselling to increase profitability.

•Hire and train new associates.

ICF International, Ann Arbor, MI

Quality Control Supervisor, October 2015 – May 2016

•Planned and directed activities concerned with development, application, and maintenance of quality. standards for energy application processes.

•Established program to evaluate precision and accuracy of energy application processing and customer service call monitoring.

•Audited, monitored and coached customer service associates.

•Recommended and implemented changes in working processes to increase efficiency and quality.

•Suggested plans to motivate workers to achieve work goals.

•Interfaced with other departments and trainers to develop and implement training programs.

•Conducted interviews, made hiring decisions and performed new hire training.

Walgreens Specialty Pharmacy, Ann Arbor, MI

Quality Improvement Analyst, September 2013 – December 2014

•Analyzed quality of operations, data and trending for four national Walgreens Specialty Divisions.

•Responsible for development and implementation of quality standards and processes to comply with pharmacy standards, manufacturer guidelines, FDA, ACHC, insurance payers, providers and patients.

•Trained all company users on issue tracking system, including new hires and leadership.

•Generated reports and analyzed reporting on call center service outputs, insurance performance guarantees, customer satisfaction, financials and compliance to policies and procedures.

•Performed gap analysis of current standard operating procedures.

•Conducted formal investigations and created action plans for quality resolutions working with quality and pharmacy management department leads.

•Developed process and communications standards executed throughout various company departments.

•Tested new system application in development process, providing feedback for enhancements.

•Key member of team creating customized facility assessment tool for pharmacy accreditation used to elevate internal auditing procedures.

•Worked closely with management on creation of corrective action plans.

Walgreens Specialty Pharmacy, Ann Arbor, MI

Customer Relations Group Supervisor, August 2011 – September 2013

•Directly supervised 20 patient care coordinators and team leads in a high-volume call center.

•Liaised numerous departments and pharmacy sites, supporting 400+ associates nationally.

•Collaborated with quality assurance and learning and development teams to monitor trends and make recommendations.

•Interviewed candidates, made employment decisions and handled terminations.

•Coached employees, provided feedback, recognition and development based on monthly scorecards.

•Conducted annual performance evaluations, provided constructive feedback, and set specific, measurable, and realistic performance objectives.

•Maintained cross-functional working relationships to enhance customer experience by providing consistent quality service.

•Instilled disciplinary actions for attendance, performance and conduct issues.

•Developed standard operating procedures related to system applications, programs, processes, and products.

•Monitored, audited and reported daily team and individual performance statistics.

Walgreens Specialty Pharmacy, Ann Arbor, MI

Customer Relations Senior Team Lead, September 2007 – Aug 2011

•Developed, delivered and maintained training manuals for various programs, e.g. created training agendas, schedules, company materials and facilitated all new hire training.

•Supervised team’s work activity, productivity, quality, compliance and adherence.

•Successful project manager optimizing service and quality levels while ensuring most efficient use of resources.

•Continuously foresaw and identified risks and issues and deployed mitigation plans accordingly.

•Monitored queues for various key performance indicators.

•Proactively identified areas of improvement for new hire training and existing staff.

Option Care Specialty Pharmacy (Acquired by Walgreens), Ann Arbor, MI

Customer Relations Team Lead, December 2006 - September 2007

•Subject matter expert on policy and procedures for various pharmaceuticals.

•Developed training materials and facilitated new hire training.

•Identified work volume trends and averages.

•Captured and reported on historical statistics of call queues.

•Established job aids and trained new and existing staff on new processes.

•Performed routine internal order audits and provided feedback to employees.

•Handled client elevations with proven success.

•Nominated as divisional representative organizing company events for activity committee.


Michigan State University

Bachelor of Arts, Anthropology and German

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