Program Manager Employee Relations
Resume:
LARHONZA
BLACKSHEAR
*************@*****.***
Maitland, FL 32751
SUMMARY
Experienced and proactive program manager offering 10 years of progressive patient care and pharmacy hub settings. Motivated to drive productivity, profit, and efficiency goals through proactive and hands-on leadership. Talented in overseeing start up programs and the initiatives to streamline and enhance operations with a solid history of success.
SKILLS
Key relationship development
Key accounts and territory management
Policy and procedure improvements
Performance monitoring
Program leadership
Partnership development
Staff training and development
Process improvement strategies
Trial oversight
Performance reporting
Project management abilities
Client relationships
Business and Operations Management
Health and safety compliance
Six Sigma Certification
Organizational Management
Case report management
Research experience
EXPERIENCE
ASSOCIATE DIRECTOR OF CLINICAL OPERATIONS 03/2021 to 07/2021
Clintheory Healthcare - Orlando, Fl
• Manage site staff in accordance with organization's policies and applicable regulations.
• Planning, assigning, and delegating work; appraising performance and guiding professional development; rewarding and disciplining employees; addressing employee relations issues and resolving problems.
• Manage a team of CRC’s, Project Managers, CRA’s, and MA’s NP’s and support PI’s for multiple south region sites.
• Relationship manager for certain partner site as required and ensure partner sites are meeting the performance metrics required by the sponsors
• Regulatory QA records of adverse events, serious adverse events, and consult with investigators to confirm site staff use best practices and standard SOP's.
• Oversee dispense study medical devices, drugs to subjects and deliver detailed instruction regarding consumption.
• Monitor conflict resolution/ Customer care for all subjects participating in any study trial being conducted.
• Monitor clinical measurements reported from research site staff and delegate study responsibilities.
• Oversee study teams in patient scheduling and re-scheduling according to study protocols.
• Facilitate and control of research budgets and financial payments.
• Quality check with coordinators and study team and keep track of study activities ensuring compliance with protocols and Good Clinical Practices.
• Oversee management of enrollment and screen subjects as per the study protocol. Oversee management of subject registration to make sure that informed consent is effectively obtained and accurately recorded per GCP guidelines.
MEDICAL PROGRAM MANAGER
AllCare Plus Pharmacy - Northborough, MA 07/2017 to 03/2021
Lead multiple projects in various business functions.
Work cross-functionally within patient care department and quality team.
QBR presentations reporting activities.
Develop updated policies procedures.
Revise SOP's to ensure best practices.
Manage daily operational effectiveness within patient care support division.
Provide direct supervision to multiple teams.
Monitor and report on program statistics and metrics.
Facilitate meetings with clients to resolve conflicts.
Analytical and researching techniques to trend or quality projects.
Forms strategic partnership with clients by developing a working knowledge of their business goals, technical challenges, and infrastructure configurations to ensure an outstanding customer experience.
Present new ideas and innovations to client to upsell and enhance their products and services.
Develop the relationship with the client through regular meetings/conference calls to review service quality and ensure they are receiving maximum benefit from iAssist's features and benefits.
Works with Client Services to solve complex support issues effectively.
Manages the delivery of recommended/agreed-upon services to achieve high client satisfaction and trust.
Determines most effective method of problem resolution by utilizing internal resources when necessary.
PATIENT CARE PROGRAM MANAGER 01/2013 to 09/2017
Advance Care Scripts - Orlando, FL
Work cross functional throughout pharmacy assisting in multiple departments Oncology, MS, Rare disease.
Plan, review and optimize workflows within the call center Ensure employee training and quality of work is always above expectations.
Oversee accurate completion of data entry, benefits, funding, free drug dispensing and other related daily tasks to ensure compliance with SOP's and SLA's.
Ensure the KPI's are aligned with daily activities and tasks Schedule and delegate workload amongst team members, as needed to accommodate vacation and illness.
Manage your team member's workloads to effectively manage cost and reduce overtime Audit and verify team members work to ensure information accuracy
Work cross-functionally with dedicated QA Trainers for optimal training, onboarding, and continuous development of staff answer staff and customer questions and recommend corrective services to address customer complaints.
Provide product/service information by answering questions, aiding customers, providers and fellow employees work with call center leadership to identify improvements and provide plan of action on improvements.
Delegate workload for multiple teams and departments.
Create SOP's and developed training material for newly released medication.
Review KPI's, SOP's for best practices.
Drove operational improvements which resulted in savings and improved profit margins by providing reship training.
Assessed pharmacy procedures, making appropriate changes to comply with regulatory guidelines and safety practices.
EDUCATION AND TRAINING
Capitol High School
High School Diploma
07/2002
CERTIFICATIONS
2020-07 Lean Six Sigma
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