Pharmacy Customer Service
Resume:
NABILA GIRGIS, PHARMD
** ******** **** **** *****, NY 516-***-**** adjv0r@r.postjobfree.com
PROFESSIONAL SUMMARY
Knowledgeable, team-oriented, and caring pharmacist with excellent leadership skills and management experience in the community pharmacy setting. Demonstrates expertise in customer service, medication therapy management, drug utilization reviews, immunization delivery, and patient counseling while focusing on improving patient outcomes by providing compassionate, evidence-based pharmaceutical care. Seeking an opportunity to deliver pharmaceutical care in the hospital or managed care setting.
EDUCATION
Master in Health Care administrations Stony brook University, Stonybrook, NY May 2023
Doctorate of Pharmacy Touro College of Pharmacy; New York, NY May 2019
Bachelor of Science in Biology Stony Brook University; Stony Brook, NY May 2014
PROFESSIONAL PHARMACY EXPERIENCE
Pharmacy Manager August 2019 - Present
Walgreens Pharmacy Centereach, NY
Manage and continuously train a pharmacy team of 1 staff pharmacist, 4 technicians, and 2 pharmacy interns at current location to produce approximately 300 prescription orders on time daily resulting in increased patient satisfaction, sales, and decreased return to stock medications
Counsel patients for compliance, adherence, and monitoring on specialty medications at an HIV Center of Excellence
Improved orders completed on time and customer service scores within 6 months of management at current location by improving workflow and facilitating effective technician training
Perform adherence patient phone interactions on new to therapy medications, conversions to 90 day prescriptions, gaps in therapy, and late-to-refill medications to increase compliance and decrease overall healthcare costs exceeding daily goal of 40 daily telephone interactions
Provide immunizations including influenza, Tdap, zoster, pneumococcal, and meningococcal as well as screening patients for immunization recommendations proactively to improve sales and overall health outcomes for patients
Perform 8-10 medication therapy management telephone interactions daily, interacting with patients to identify and remove barriers to optimize medication therapy and increasing patient adherence ratings and Medicare 5-star ratings
Educate patients extensively on administration, potential adverse events, side effects, duration of therapy, and clinical information on new prescriptions and changes in therapy including the importance of compliance with antiviral medications
Improved customer service by decreasing phone wait times by over 65%, ensuring that patient telephone needs are triaged and addressed in under one minute
Collaborate with healthcare providers on pharmaceutical care for mutual patients by providing safe, effective, and cost-saving medication alternatives as well as making therapeutic recommendations for specific disease states based on current guidelines
Provide quality pharmaceutical care to patients including accurately dispensing prescriptions, managing duplications in therapy, identifying medication errors, checking drug interactions, and counseling patients on healthcare related issues including prescription and non-prescription medications
Practice safe opioid stewardship by thoroughly ensuring safety of prescription orders, counseling patients, utilizing state drug monitoring systems, offering naloxone per protocol when necessary, and educating providers on safe prescribing habits
Demonstrate leadership skills and maintain positive work atmosphere by encouraging coworkers and coaching low performing technicians to become high achieving team members
Supervise the appropriate compounding, packaging, and labeling of prescription medications
Provide point of care blood pressure screenings along with necessary lifestyle education and counseling and referral to care
Promote clinical and patient services including mobile notifications, mobile app usage, and immunizations
Supervise the preparation, reconciliation, and billing of third party insurance claims
Interview, hire, and train staff on all pharmacy operations and perform annual performance reviews
Manage drug inventory levels to minimize store level inventory and carrying cost by utilizing returns to vendors and invoice management, leading to a decrease in shrink and excessive inventory
Scheduled staff members appropriately based on budgeted payroll hours based on monthly prescription volume projections to maximize efficiency and store profits
Managed customer service aspects of manager role by prompt response to customer concerns and complaints
Ensured compliance with federal and state regulations and laws including the dispensing and records of controlled substances
PROFESSIONAL PHARMACY EXPERIENCE CONTINUED
Pharmacy Technician/Intern August 2013 - August 2019
Walgreens Pharmacy Long Island, NY
Assisted in the preparation of prescriptions including entering patient information (demographics, drug allergies and pharmaceutical history) and prescription orders into the computer for processing
Assisted pharmacist in filling prescriptions by filling, restocking, packaging, labeling, and pricing the prescription
Managed incoming telephone calls and triaged needs appropriately to best manage staff resources and meet needs of patients
Assisted pharmacist with gathering information necessary to fill prescriptions in compliance with HIPAA
Performed adherence patient phone interactions on late-to-refill medications to increase compliance while having a positive impact on Medicare Star ratings
Collaborated with physicians’ offices for refills, insurance resolution requests, medication clarifications, and other necessary actions to provide continuation of care
Managed drug inventory levels to minimize store level inventory and carrying cost by utilizing returns and invoices
Provided first class patient service by greeting guests as they entered the pharmacy, keeping the pharmacy clean and inviting, and answering the phone in a courteous manner while managing drop off, pick up, and drive thru windows
Assisted pharmacists in the preparation, reconciliation, and billing of third party insurance claims
Assisted in the coordination of prescription transfers and reconstituted and filled medications
Complied with all federal and state pharmacy regulations and laws
Communicated with all patients and staff positively and professionally
PREVIOUS WORK EXPERIENCE
Student Assistant July 2013 - August 2013
Stony Brook University School of Professional Development Stony Brook, NY
PROFESSIONAL POSTER PRESENTATIONS
“Systemic Review of the Cost Effectiveness of Dapagliflozin Used to Treat Patients with Type 2 Diabetes Mellitus.” Presented at the International Society for Pharmacoeconomics and Outcomes Research Annual Meeting, 2018
“Systemic Review of Clinical Outcomes of Bictegravir Used to Treat Patients with HIV Type 1.” Presented at the Academy of Managed Care Pharmacists Annual Meeting, 2018
“Acetazolamide: A Safe and Effective Option in the Treatment of Diuretic Induced Metabolic Alkalosis.” Presented at the American Pharmacist Association Midyear Meeting, 2018
PROFESSIONAL ORGANIZATION INVOLVEMENT
American Society of Health System Pharmacists 2018 - Present
Academy of Managed Care Pharmacists 2018 - Present
LICENSES, CERTIFICATIONS, AND SPECIALIZED TRAINING
New York Board of Pharmacy Pharmacist License 2019 - Present
Washington Board of Pharmacy Pharmacist License 2019 - Present
New York Board of Pharmacy Immunizing Pharmacist Certification 2019 - Present
American Pharmacists Association Pharmacy Based Immunization Delivery 2019 - Present
Basic Life Support for Healthcare Providers 2019 – Present
SKILLS
Community and retail pharmacy
Medication Therapy Management (MTM)
Communication
Customer service
Pharmaceutical care
Pharmacy management
Immunizations
Inventory and operations
Off-site clinics
Organization and leadership
Training and team development
Adherence and compliance
Third party resolutions OutcomesMTM CMS 5-Star ratings
Opioid stewardship
Arabic fluency
Scheduling
Patient counseling
Process improvement
Specialty medications
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