Customer Service Telehealth

Angela Baker

***********@******.** • 901-***-****

linkedin.com/in/angela-baker-484502126 • Collierville, TN

Licensed Pharmacist

Seasoned and versatile pharmacist with 15+ years of diverse experience ensuring top-notch quality & accuracy

Team leader with extensive background in specialty medications and a passion for training and supporting highly effective pharmacy teams. Exceptional work ethic, dependable and reliable with a positive attitude to work independently on key initiatives in remote telehealth and virtual settings requiring technical skillset. Meticulous and motivated with expertise overseeing complex workflows among technicians and pharmacists as a role model representing company core values and mission. Patient-centered approach to providing excellent service rooted in safety, integrity, and respect. Proven ability to remain organized for impeccable documentation and compliance while identifying areas of improvement for operational success. Collaborative communicator to complete time-sensitive assignments with poise and precision.

Areas of Expertise

Pharmacy Operational Leadership

Telehealth & Remote Service

Process Improvement, Coaching

Staff Training & Development

Policy & Procedure Compliance

Clinical Protocols, Specialty Medications

Compounding, Mixing, Packaging

Inventory Management, Tracking

Documentation, HIPAA

Patient Communication

Staff Supervision

Customer Service

Accomplishments

Broad background in diverse clinical settings as a pharmacist spanning outpatient, retail, inpatient, and extensive experience in specialty and compounding pharmacy settings to achieve goals in any environment.

Well-versed in pharmaceutical regulations, management, sterile IVs, TPN, chemotherapy drugs, and IV antibiotics as well as pharmacotherapeutics and analysis combined with technical proficiency in various pharmacy software tools.

Strengths liaising with executive leaders, insurance companies, and patients having served as interim Chief Pharmacist with complete authority for pharmacy operations for a 30-bed hospital and outpatient pharmacy with 1K+ daily patients.

Career Experience

Accredo Specialty Pharmacy, Memphis, TN 2006 – Present

Quality Staff Pharmacist Advisor, Pharmacist Trainer & Call Quality Auditor

Advised staff on all aspects of specialty pharmacy operations with specialized focus on quality oversight and pharmacy staff training and development. Apply extensive clinical expertise in various therapies to support staff and elevate performance. Evaluate pharmacists’ soft skills, clinical competencies, and monitor compliance to laws and regulations. Provide comprehensive feedback on internal processing errors to mitigate problems and reduce prescription errors. Consult with leadership on how employees can improve on practice standards.

Recognized for improving call quality results as well as clinical accuracy among pharmacy team, driving compliance and quality standards using establish protocols and policies.

Increase year-over-year results for pharmacist soft skills using an ongoing process improvement methodology.

Lead monthly call calibration sessions with pharmacy and nursing leadership to collaborate on trends, gaps, and areas of opportunity; conduct extensive quality call reviews and scoring to align expectation and adopt meaningful change.

Facilitated highly engaging new pharmacist training on technical systems, including prescription processing system using coaching and staff development best practices and proven techniques.

Improved scorecard results in a wide range of specialty medications, including rheumatoid arthritis, growth hormones, and therapeutic resource centers

Kohler’s Professional Pharmacy, Colorado Springs, CO 2005 – 2006

Pharmacist

Successfully prepared and dispensed prescribed medications and other pharmaceuticals in a high-volume outpatient pharmacy setting with a focus on exceptional service and quality compliance. Complied with all regulatory standards and state and federal guidelines as well as company policies working with close attention to detail. Properly disposed of hazardous waste and audited inventory. Liaised regularly with physicians on refills and dosages, as needed.

Thoroughly reviewed prescriptions to ensure accuracy and identify formulas and ingredients for compounded medications; followed standard procedures with a dedication to quality assurance & security of controlled substances.

Upheld a customer-centered and goal-oriented work ethic with an aptitude to learn new tasks quickly and exceed expectations in a retail environment requiring problem solving skills and high levels of productivity.

Consulted with patients and answered questions on drug interactions, side effects, dosages, and proper storage.

Excelled with staff leadership and training, educating employees on processing system and required workflows.

Championed ethical practices and safety above all else while accurately monitoring documentation, tracking supplies, and maintaining compliant pharmacy files in collaboration with pharmacy management.

Additional Experience

Pharmacist, The Medicine Shoppe, Norman, OK

Relief Pharmacist, Eckerd’s Drug Stores, Oklahoma City, OK

Pharmacist, Mountain Home Air Force Base, Mountain Home, ID

Education

Bachelor of Science in Pharmacy, Honors

University of Kentucky, Lexington, KY

Continuing Education

Maintained 15 Hours of Continuing Education annually throughout career

Licenses & Certifications

Licensed Pharmacist, State of Kentucky

Licensed Pharmacist, State of Tennessee

Affiliations

Member, American Pharmacists Association

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