Data Entry Customer Service

Donna White-Hanley

Certified Pharmacy Technician CPhT

Frederick, MD

Interacts with healthcare professionals of all levels involving patient medications. Calls the pharmacy or provider to assist patient with medication refills, medication synchronization, or 90-day supply requests. Captures and supports medication adherence patient prescription requests/needs. Makes inbound and outbound calls to patients to address barriers to medication adherence and provide resources for resolution.

Authorized to work in the US for any employer

Work Experience

Medication Adherence Technician

AdhereHealth LLC - Franklin, TN

August 2021 to Present

Interacts with healthcare professionals of all levels involving patient medications. Calls the pharmacy or provider to assist patient with medication refills, medication synchronization, or 90-day supply requests. Captures and supports medication adherence patient prescription requests/needs. Makes inbound and outbound calls to patients to identify boundaries to medication adherence and address resources for resolution.

Certified Pharmacy Technician (CPhT)

Weis Markets - Frederick, MD

April 2018 to March 2020

• Receives prescriptions and checks their validity.

• Selects appropriate medications and measures dosages to fill prescriptions.

• Processes prescriptions electronically and ensures all information is complete and accurate.

• Resolves issues as they arise (e.g. rejected insurance claims).

• Sorts, stocks, labels medication and monitors inventory.

• Completes and maintains invoices for inventory received.

• Greet customers and answer questions.

• Undertakes administrative tasks as assigned.

• Complies with HIPAA and all other security measures and quality standards. Medical Records Analyst

Trivergent Health

November 2016 to September 2017

Supporting Frederick Memorial Hospital

Health Information Management Department

• Reviewed, processed and scanned all same day surgery and inpatient reports and records for accuracy and completeness.

• Performed a variety of processing reviews and analysis of same day surgical records.

• Conducts retrospective review to ensure compliance with regulatory and accreditation requirements for accurate documentation.

Medical Records Coordinator

MEP Health/USACS

September 2013 to August 2016

Supporting Frederick Memorial Hospital

Emergency Department

• Responsible for managing all ER medical records to ensure patient records were complete and accurate for the entire FMH Emergency room.

• Oversaw the processing of health information, making certain that patient data was being compiled, updated, and organized accurately, in compliance with regulations; ensured that patient information was filed for proper insurance billing.

• Ensured that medical information was accessible to physicians and worked with providers and the hospital to ensure the accuracy of patient records.

• Responsible for keeping medical records secure, and worked with several hospital health information systems, performed confidential administrative chart reviews, coordinated chart audits, checking for completion of medical paperwork and organizing the contents of patient records in a way that facilitated prompt billing.

• As a Medical Records Coordinator, possessed strong interpersonal skills and knowledge of handling sensitive and confidential information. I relied upon my excellent interpersonal skills to interact with a variety of medical professionals and doctors. The FMH Emergency Room is a fast-paced environment and which required me to multitask effectively.

• I also have a strong knowledge of medical terminology, understand medical diagnoses, and maintain medical records documentation and compliance. I have extensive knowledge with the use of the FMH in-house patient database, Meditech.

Information Specialist

IQ Solutions, Inc

2010 to April 2013

Answers on average 75 to 100 calls per day on 12 SAMHSA sponsored lines, to facilitate publication orders; identify appropriate treatment facilities and provides treatment referrals; and connects callers to information sources related to substance abuse and mental health services and specific SAMHSA public health programs and campaigns.

• Responds to crisis calls and refers callers to appropriate treatment facilities and/or supportive services using SAMHSA approved referral sources, including state agency 211 systems. Escalates critical need calls to supervisors as needed using instant messaging (IM) computer-based phone function.

• Responds to written correspondence as assigned by Supervisors with standard language responses.

• Utilizes a computer-based knowledge management system (KMS) to perform publication order placement and keep updated on inventory levels, access referral resources, and collect caller data.

• Stays current regarding contact center operational policies, procedures and standards through a SharePoint-based home page that provides updates on SAMHSA programs, campaigns and new publications, provides access to shift schedules, and facilitates team discussions regarding effective responses to difficult calls.

• Participates in ongoing performance monitoring and coaching, as well as training in the use of technology-based tools and software, internet search skills, active listening and customer service skills, handling crisis calls and emerging developments in substance abuse and mental health prevention and treatment resources.

**I worked as a stay at home parent from 1996-2010, raising 3 beautiful, confident and intelligent children**

Manager / Content

Social & Health Services, Ltd

1989 to 1996

Manager SAMHSA Health Information Network Contact Center (NHIC) Health and Human Services

1988 to 1989

Information Specialist

Triton Corporation

1988 to 1989

Supporting US Dept. of Health and Human Services

ODPHP National Health Information Center

Education

Bachelor of Science in Environmental Science

Belmont Abbey College

Master of Education in Health Education

George Mason University

Skills

• INVENTORY (4 years)

• CUSTOMER SERVICE (3 years)

• RECEPTIONIST (3 years)

• RETAIL SALES (3 years)

• BILLING (2 years)

• PHARMACY (1 year)

• CASH (Less than 1 year)

• CASH HANDLING (Less than 1 year)

• DATA ENTRY (Less than 1 year)

• MICROSOFT OFFICE (Less than 1 year)

• MICROSOFT WORD (Less than 1 year)

• MS OFFICE (Less than 1 year)

• OUTLOOK (Less than 1 year)

• TIME MANAGEMENT (Less than 1 year)

• TYPING (Less than 1 year)

• WORD (Less than 1 year)

• Pharmacy Technician Experience

• Medical Terminology

• Basic Math

• Microsoft SharePoint

• EMR Systems

• Medical Billing

• Order entry

• English

• Documentation review

• Epic

• Medical Records

• Administrative experience

• HIPAA

• Microsoft Excel

• SharePoint

• HEDIS

• Data collection

• Communication skills

• Computer skills

• Phone etiquette

Certifications and Licenses

CPhT

November 2020 to November 2022

PTCB Certification

Pharmacy Technician License

Registered Pharmacy Technician

Assessments

Personality: Customer Service Fit — Proficient

February 2020

Measures the traits that are important for high-quality customer service. Full results: Proficient

Customer Focus & Orientation — Highly Proficient

October 2019

Responding to customer situations with sensitivity. Full results: Highly Proficient

Customer Focus & Orientation — Expert

May 2019

Responding to customer situations with sensitivity. Full results: Expert

Medical Terminology — Highly Proficient

May 2019

Understanding and using medical terminology

Full results: Highly Proficient

Customer Service Fit — Proficient

February 2020

Measures the traits that are important for high-quality customer service. Full results: Proficient

Electronic health records: Best practices — Proficient January 2021

Knowledge of EHR data, associated privacy regulations, and best practices for EHR use Full results: Proficient

Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.

Additional Information

Skills

• Pharmacy Tech

• Pharmacy

• inventory

• Data Entry

• Customer Service

• Billing

• Cash Handling

• Microsoft Office

• Microsoft Word

• Outlook

• Time Management

• Typing

• Word

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