Customer Service Pharmacy

Saleh Shajrah

313-***-**** *******@*****.*** Dearborn, MI 48126 linkedin.com/in/saleh-shajrah-89607489

Improves patient satisfaction by leading support staff and revamping client-facing operations for fast-paced pharmacy environments.

Pharmacy Operations Oversight Consistent Customer Satisfaction Employee Supervision & Training Wholesaler Negotiations

●Customer Relationship Management: Improved patient satisfaction score from 55% to 80%; daily prescription volume, 150 to 200; and average wait time, 1 hour to 15 minutes at Kroger by revamping customer service processes.

●High Prescription Volume: Reviewed ~360 prescriptions daily in a high-traffic, high-volume retail environment at CVS Pharmacy. Helped pharmacy achieve the #1 district position by improving client satisfaction score from 55% to 90%.

●Staff Performance Improvement: Enhanced employee productivity at Merriman Drugs by training them on customer service, communication, and pharmacy computer systems. Supervised personnel interviewing and scheduling.

Prescription Accuracy & Clarity

Patient Consulting & Education

Pharmaceutical Product Knowledge

Staff Workflow Optimization

Employee Hiring & Scheduling

Multi-Practice Stakeholder Management

Inventory & Supply Optimization

Regulatory & Policy Compliance

SRS, Pharmaserve, Outcomes, Mirixa

Professional Experience

Pharmacy Co-Manager, Merriman Drugs 11/18 – Present

Processed ~200 prescriptions/day while overseeing all pharmacy operations including ordering, inventory management, and training of 2-4 personnel. Worked with wholesalers, doctor’s offices, and insurance companies in compliance with regulatory bodies; performed price shopping during wholesaler negotiations. Reviewed prescriptions for drug interactions and accuracy.

●Improved customer service substantially by mediating escalations and establishing individualized employee trainings and roles.

●Reduced wait time by prioritizing patient care and streamlining staff workloads.

●Ensured SOP adherence by renewing licenses and staying up-to-date with government regulations and pharmaceutical trainings.

Pharmacy Manager, Metro Medical Pharmacy 09/16 – 09/18

Managed pharmaceutical operations as partner; liaised with doctors, wholesalers, and partner. Performed complete department oversight including customer service, patient safety, SOP development, and inventory management. Advised physicians on safe drug therapy and educated patients; streamlined patient management using tools by Mirixa and OutcomesMTM.

●Streamlined quality control by mitigating prescription errors, maintaining patient records, and monitoring and correcting dosages. Assessed patient allergies, drug interactions, therapeutic duplication, and automatic stop orders.

●Increased client base by performing medical detailing and word-of-mouth marketing in grocery stores to establish foot traffic.

●Optimized budget by conducting comparison shopping, ensuring on-time billing, and preventing inventory overstock.

Staff Pharmacist, Kroger 07/14 – 09/16

Prioritized patient requests, resolved customer service issues, and transformed inadequate staff trainings while managing 2-3 employees; used Mirixa and OutcomesMTM tools to counsel patients. Compounded and dispensed accurate medications.

●Increased immunizations by 2x by improving capacity through staff training; frequently held independent pharmacy oversight and undertook additional duties in cases of absences.

●Surpassed retail chain competitors by conducting word-of-mouth marketing to increase customer base.

Staff Pharmacist, Future Drugs 01/07 – 05/14

Ran entire pharmacy operations including billing and financial management for the business owner. Organized pharmacy workflow and shift oversight, standardized staff schedules, and performed conflict management. Ensured compliance to all regulations when dispensing medications. Checked for discrepancies and established rapport with prescribers to eliminate disparities in prescriptions.

●Reduced costs by negotiating ideal wholesale deals; maintained adequate pharmaceutical and non-medical inventory.

Staff Pharmacist, Rite Aid 12/01 – 12/06

Mitigated wait time by training personnel. Received Pharmacist of the Year award based on customer feedback.

●Supervised 2 pharmacy technicians and 1 intern; improved career prospects for interns by training them on standard operating procedures and patient communication and prioritization.

Staff Pharmacist, CVS Pharmacy 07/99 – 08/01

Processed up to 500-600 prescriptions. Commended by HQ for attaining highest patient satisfaction; mentored team on customer service. Maintained pharmacy safety standards by regularly updating and monitoring drug inventory.

●Reviewed labels of stocked drugs to identify and dispose expired, over-the-counter, and behind-the-counter medicines.

●Educated new technicians on pharmacy protocols and operations including prior-authorization, patient assistance programs, compounding, customer service, and drug delivery processes.

Education & Licenses

Bachelor of Science in Pharmacy, Wayne State University

Pharmacy License, State of Michigan

Controlled Substance License, State of Michigan

APhA Immunization certification

CPR Training with Red Cross, American Red Cross

Self-Care Specialist (SCS), freeCE

Saleh Shajrah Page 02 313-***-**** *******@*****.*** linkedin.com/in/saleh-shajrah-89607489

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