Management Specialist Customer Service

Karen Fong, PharmD, BCMTMS

Pleasanton, CA • 925-***-**** • ***********@*****.***

EDUCATION

University of the Pacific, School of Pharmacy, Stockton, CA August 1990 - May 1993

Doctor of Pharmacy

Licensed with California State Board of Pharmacy, License #46605

University of California, Irvine, Irvine, CA September 1987 - June 1990

Pre-Pharmacy

WORK EXPERIENCE

CVS Health, Dublin, CA November 2018 - Present

Staff Pharmacist

● Managed and supported a team of 3 pharmacy technicians in fulfilling over 1600 prescriptions per week.

● Administered COVID-19 vaccines to over 30 Long-Term Care Clinics and CVS patients throughout the

pandemic.

● Retained over 90% of former Stoneridge Professional Pharmacy customers at CVS Pharmacy in Dublin

location.

● Assisted pharmacy managers with establishing procedures that promote the efficient workflow including

assigning roles and coordinating activities.

● Achieved over 80% successful phone calls a day with patients regarding medication adherence to improve

compliance and to optimize patients well being.

● Maintained 85% customer satisfaction through building connections with patients and providing quality

customer service.

Stoneridge Professional Pharmacy, Pleasanton, CA January 2006 - October 2018

Pharmacist in Charge/Owner

● Ensured the operation of the pharmacy in compliance with state and federal laws governing pharmacies.

● Maintained records of all transactions of the pharmacy necessary to ensure accurate control and

accountability for all medications as required by state and federal laws, rules and regulations.

● Accurately filled over 700 prescriptions per week and submitted appropriate claims for third-party

reimbursement.

● Mentored 8 pharmacy student interns from Touro University California by communicating clear goals and

assigning weekly presentations based on disease states and medication therapy.

● Consulted with physicians and nurses regarding pharmaceutical questions and advising physicians on

formulary medications and cost-effective and innovative therapies. Provided MTM services including CMR

to Medicare Part D patients via OUTCOME MTM and MIREXA platform.

● Performed community service and outreach by having one-on-one consultations with patients to answer any

questions and optimize the patient's care every Saturday.

● Recent audits with Express Script and Perform Rx (Zero chargeback)

● Sold the Prescription Files to CVS on October 16, 2018

Medicine Cabinet Pharmacy, Maywood, CA March 2004 - December 2005

Pharmacist in Charge

● Trained and managed 4 pharmacy technicians and clerks and developed workflow procedures to maximize

productivity and reduce errors.

● Maintained drug inventory levels by ordering necessary medications and supplies, and verifying deliveries

with purchase orders.

● Consulted with physicians on optimal therapies for patients.

● Communicated with all customers and staff while maintaining proper decorum.

King Drew Medical Center, Wilmington, CA March 2000 - February 2004

Staff Pharmacist

● Filled medications by reviewing and interpreting physician orders to detect any therapeutic

incompatibilities as well as advising interventions when appropriate.

● Directed technicians' work flow by verifying their preparation and labeling of pharmaceuticals and order

entries.

● Provided pharmacological information by answering questions and requests of physicians and nurses.

CERTIFICATIONS

● Board Certified Medication Therapy Management Specialist, National Board of Medication Therapy

Management

● Power-Pak Medication Therapy Management, National Certificate Training Program

● Power-Pak Opioid Addiction and Recovery, National Certificate Training Program

● APhA Certification for Immunization

● BLS Certification, American Heart Association

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