Manager Pharmacy Call Center
Resume:
PROFILE
Retired US Army veteran served ** years in the US Army. Innovative leader with proven ability to motivate individuals and teams trained to research and assess situations from multiple perspectives Highly efficient organizational abilities with a focus on methodology Superior vocal, oral, and written communication skills that are adaptable to any environment. A self-motivated individual who is responsible, organized, proactive, and able to take the initiative to follow through on tasks without direct supervision.
EDUCATION
Master of Public Health
Independence University
Salt Lake City, UT
Master of Science Pharmacy
Ukrainian Academy of Pharmacy
Kharkiv, Ukraine
Graduate Certificate, Health Informatics
Trident University International
Cypress, CA
Graduate Certificate, Quality Assurance
Trident University International
Cypress, CA
CERTIFICATES
ASTHO National Coalition of STD Director’s certificate, 12/2021
Making Contacts: A Training for COVID-19 Case Investigators and Contact Tracers
NAMC-CSA DOE Certificate
Child Abuse Detection and Reporting Training, 12/2021
JOHN HOPKINS UNIVERSITY Certificates
Essential Epidemiology Tools for Public Health Practice, 03/2021
Patient Safety and Quality Improvement,
01/2021
EXPERIENCE
School Liaison/COVID-19 Contact/Investigator School Coordinator
Caesar Rodney & Lake Forest School Districts Delaware
CDC (Centers for Disease Control) Foundation Dover, DE
12/2021 to Present
Work with both school officials and the state on the development and revision of guidance related to COVID 19 for schools and school districts.
Provides schools and school-based organizations with approved information about state isolation, testing, and COVID 19 related procedures, monitors compliance, and supports compliance with COVID 19 guidance.
Supports authority staff in Vaccination efforts including, for example, assisting in site planning and administration.
Coordinates/supports call center, hotlines, information sharing via contact calls, and communications. Conducts contact tracing, outbreak investigation, and case investigation. Under the authority, and guidance develop parent/guardian communication tools.
Develops and implements strategies for information sharing on COVID 19 and school health work across jurisdictions.
Creates/updates resource directories. Assists with social media posts/engagements.
Supports the development and implementation of policies, strategies, or programs for prevention and intervention and integrates the information to advance school safety efforts against COVID 19.
Administers CDC School Health Index surveys and provides support to authority staff in Community Health Assessment – Community Health Improvement Plan (CHA - CHIP) development.
Fosters partnerships with other departments in government, among schools and school districts, and community partners and stakeholders. Conducts outreach, surveys, and networking with colleagues across ISDs (independent school districts) and LHDs (Local Health Departments) to inform jurisdictional work/decisions.
Provides administrative assistance in vision and hearing tests and kindergarten health screenings.
Provides CDC materials, and LHD/ISD materials to students and their guardians/families. Support jurisdictional childhood vaccination efforts. Supports health eligibility compliance for spring and summer sports and learning programs.
Provide non-clinical staff support for COVID-19 vaccination-related activities as authorization is expanded to children.
Deputy Manager Pharmacy
William Beaumont Army Medical Center, El – Paso, TX
05/2019 to 06/2021
Directed, planned, or implement policies, objectives, or activities of organizations or businesses to ensure continuing operations, maximize returns on investments, or increase productivity.
Knowledgeable of EU Medical Device Regulation for Medical Device Reporting and Human Factors and Usability requirement.
Reviewed reports submitted by staff members to recommend approval or to suggest changes.
6068 W Denneys Road DOVER, DE 19901, USA
*******@***.***
LAMIN DURALAI MANSARAY
LANGUAGES
Russia, Krio and West African lLaLanguages
Implemented corrective action plans to solve organizational or departmental problems.
Identified and analyzed public health issues and their impact on public policies or scientific studies or surveys.
Applied performance data to evaluate and improve operations, target current business conditions, and forecast needs.
Stayed up to date on changing product and service options to provide top-notch support to customers and employees.
Devised, deployed, and monitored processes to boost long-term business success and increase profit levels by 90%.
Routinely conducted Biogen Post Market Surveillance process to meet the requirement of ISO13485 and Medical Device Regulation.
Researched emerging products and used researched information to update the store's inventory.
Conducted 50 audits annually to keep the store presentable and functional.
Interviewed, performed background checks, hired, and trained 10 associates in 2020.
Oversaw and improved pharmaceuticals deliveries worth over $49 million per year through efficient coordination of daily operations.
Instructor Sexual Harassment and Prevention
06/2012 to 06/2021
Instructor US Army Equal Opportunity Program
06/2012 to 06/2021
Instructor US Army Master Resilience Training Program
01/2017 to 06/2021
US ARMY – FORT BLISS, TX
Analyzed training needs to develop new training programs or modify and improve existing programs.
Conducted or arranged for ongoing technical training and personal development classes for staff members.
Developed and organized training manuals, multimedia visual aids, and other educational materials.
Leaned on psychological and emotional understanding of victims to create a safe and comfortable environment for patients.
Collaborated with law enforcement and district attorneys, to improve services for sexual assault victims.
Managed 20 cases simultaneously, methodically working through each.
Exercised quick judgment in chaotic environments to keep patients safe.
Communicated to colleagues, patients processing, and treatment progress.
Supported victims, family members, and witnesses through various systems including law enforcement, healthcare, and social services.
Coordinated individual and group counseling to meet victim service standards.
Attended interagency meetings and networked to create community partnerships.
Liaised with members of the justice system on behalf of clients.
Operations Manager Pharmacy Outlying Clinics
US ARMY MEDCOM KOREA – YONGSAN, KOREA, SOUTH KOREA
09/2018 to 04/2019
Drug inventory management
Interpersonal communication
Interventions Understanding
Infection control measures
Privacy and confidentiality
Customer Service
Risk Management
Research Abilities
Presentation Skills
Troubleshooting
Crisis Management
Disease Prevention
Public Awareness
Hiring and recruitment
Team Building
Project oversight
Training
Mentoring
Operations management
Data Analysis
Business Development
Staff Management
Risk management
Compliance
Financial Transformation
Practice Optimization
SKILLS
COURSERA CERTIFICATES
COVID-19 Contact tracing (Johns Hopkins University), 12/2021
Excel Essential Training (Office 365/Microsoft 365), 03/2021
Modern Project Management in Microsoft 365, 03/2021
SQL: Data Reporting and Analysis, 03/2021
The Data Science of Healthcare, Medicine, and Public Health, 03/2021
Project Leadership
DEPUTY MANAGER PHARMACY OPERATIONS
Keller Army Community Hospital – West Point, NY
06/2015 to 08/2018
Managed pharmacy operations, hired or supervised staff, performed administrative duties, or buy or sold non-pharmaceutical merchandise.
Devised, deployed, and monitored processes to boost long-term business success and increase profit levels by 85%.
Developed and submitted strategy and initiative reports to highlight current actions and proposed changes to the corporate committee.
Implemented policies and standard operating procedures for continuous improvement.
Strengthened performance metrics tracking and analysis to enhance tactical and strategic company plans.
Reviewed financial reports each day and investigated variances with accounting staff to keep records accurate.
Identified and resolved unauthorized, unsafe, or ineffective practices by inspecting production areas regularly.
Collaborated with vendors and suppliers to effectively manage and budget for over $3 million in inventory.
Set, enforced, and optimized internal policies to maintain efficiency and responsiveness to demands.
Evaluated upcoming program plans to forecast expected resource needs.
Established and administered annual budget with effective controls to prevent overages, minimize burn rate, and support sustainability objectives.
Collaborated with process owners to refine procedures, devise best practices, and correct quality audit findings.
Coordinated visits and provided briefs to especially important personnel (VIPs) improving knowledge and awareness of operational activities, programs, and offerings.
Executed physical relocation of pharmacy facilities, including design of floor plan, wiring, and furnishing placement while maintaining transitional efficiency.
Built, supervised, and mentored 10 teams and leaders in receiving and inbound operations.
Directed activities and initiatives to achieve regulatory compliance, foster good manufacturing practices, and meet component quality standards.
Managed and allocated staff and material resources to meet production goals.
Responded to events, including network outages and issues related to circuits, websites, vendors, and telecoms.
Coordinated with external companies to fill openings effectively, reducing critical vacancies by 20% in the first year.
Interfaced with six department heads to establish tracking mechanisms and processes that created clear and effective information flow internally and with customers.
Established positive and effective communication among unit staff and organization leadership, reducing misunderstandings and late tasks by 5%.
Senior Clinical and Support Operations Manager
US ARMY KOREA – CAMP WALKER, South Korea
06/2014 to 07/2015
Managed pharmacy operations, hiring or supervising staff, performing administrative duties, or buying or selling non-pharmaceutical merchandise.
Identified healthcare initiatives and worked with headquarters staff to secure funding for those programs.
Administered internal review, quality, and productivity initiatives for our organization.
Built more than 100 military patient charts and enhanced organizing systems to improve recordkeeping procedures.
Worked with a nurse manager to develop nursing staff through education, evaluation, performance management, and competency improvement.
Recommended ways to reduce overhead and cut printing costs, effectively saving practice $5000.
Created work schedules for 50 employees and oversaw the functioning of the billing department.
Managed 300 Soldiers with various personalities and from diverse cultures for a large battalion.
Communicated with patients, asked appropriate questions, and employed active listening to determine the best care.
Maintained clinic records and files, utilizing proper techniques to keep patient data confidential.
Identified opportunities to improve clinical practices, devised strategies and implemented plans to increase patient care standards and enhance operational procedures.
Managed daily operations of 250-person clinics supporting approximately 350 patients per week.
Provided ongoing case management to all patients to implement appropriate treatment plans, adhere to quality models and maximize utilization of services needed to achieve optimal outcomes.
Deputy Manager Department of Pharmacy
Moncrief Army Community Hospital – Fort Jackson, SC
12/2011 to 05/2014
Conferred with customers each day to maintain a current understanding of needs and preferences, resolved issues and promoted brand loyalty.
Evaluated suppliers by administering quality, timeliness, and compliance of deliveries to maintain tight cost controls and maximize business operational efficiency.
Devised, deployed, and monitored processes to boost long-term business success and increase profit levels by 80%.
Functioned as a point of contact for project administrators and managers focused on timely and successful completion of full life cycles of assigned projects.
Supervised and motivated 70 staff employees.
Oversaw and improved pharmaceutical deliveries worth over $20 million per year through efficient coordination of daily operations.
Worked collaboratively with 20 departmental teams and served on the health and safety committee.
Finalized mediations contracts to close deals worth up to $5 million.
Conducted over 15 audits annually to keep the store presentable and functional.
Pursued every opportunity to learn about the medication distribution business at all levels and improve team member support.
OPERATIONS MANAGER INPATIENT PHARMACY
Tripler Army Medical Center – HONOLULU, HI
11/2008 to 12/2011
Taught pharmacy students serving as interns in preparation for their graduation or licensure.
Ordered and purchased pharmaceutical supplies, medical supplies, or drugs, maintaining stock, storing, and handling it properly.
Referred patients to other health professionals or agencies when appropriate.
Reduced average contract expenses by 10% through aggressive negotiations with vendors.
Implemented policies and standard operating procedures for continuous improvement.
Protected company assets from loss such as theft or damage by setting and enforcing effective security policies.
Directed day-to-day operations focused on the attainment of key business metrics, continuous improvement initiatives, and a 60-member management team with related direct reports.
Collaborated with vendors and suppliers to effectively manage and budget for over $30 million in inventory.
Devised, deployed, and monitored processes to boost long-term business success and increase profit levels 20%.
Reviewed financial reports each day and investigated variances with accounting staff to keep records accurate.
Identified and resolved unauthorized, unsafe, or ineffective practices by inspecting production areas regularly.
Helped build and review master service agreements for work eligibility.
Interfaced with 15 department heads to establish tracking mechanisms and processes that created clear and effective information flow internally and with customers.
Built, supervised, and mentored five teams and leaders in receiving and inbound operations.
Adjunct Instructor Pharmaceutical Mathematics
Heald College – Honolulu, HI
02/2011 to 11/2011
Prepared and delivered 20 lectures to undergraduate or graduate students on topics such as financial accounting, principles of marketing, and operations management.
Compiled, administer, and graded examinations, or assign this work to others.
Planned, evaluated, and revised curricula, course content, and course materials and methods of instruction.
Collaborated with colleagues to address teaching and research issues.
Evaluated and graded students' class work, assignments, and papers.
Supervisor Outpatient Pharmacy
USA REGIONAL MEDICAL CENTER LANDSTUHL – Landstuhl, GERMANY
11/2006 to 11/2008
OPERATIONS SUPERVISOR OUTPATIENT PHARMACY
MONCRIEF ARMY COMMUNITY HOSPITAL – FORT JACKSON, SC
05/2003 to 10/2006
Processed over 250 prescriptions per day in busy pharmacies achieving decreased customer wait times and maintaining excellent customer satisfaction.
Recruited, trained, and guided 10 pharmacy technicians, which improved overall performance by 60%.
Developed a network of medical professionals whose referrals led to an average increase of 50 patients per year.
Supervised team of 21 pharmacy technicians.
Implemented procedures necessary for compounding, mixing, packaging, and labeling.
Communicated with patients, ensuring that medical information was kept private.
Removed trash and straightened counters to keep the pharmacy area clean and neat.
Discussed medical histories with patients to provide the most effective medical advice.
Maintained appropriate drug records and completed reports as necessary.
Verified and labeled prescriptions with an 8-point check.
Worked closely with Pharmacy Care Representatives (PCRs) in providing excellent patient care.
Supervised dispensation of controlled substances, including CLASS II and CLASS III using careful oversight and vigilance.
Checked medication bottles for proper labeling before allocating them to patients.
ACCOMPLISHMENTS
* 3 US ARMY MERITOROUS SERVICE MEDALS (MSM) * 6 US ARMY COMMENDATION MEDALS (ARCOM)
* 3 US ARMY ACHIEVEMENT MEDALS (AAM) * US ARMY SUPERIOR UNIT AWARD
* 7 US ARMY GOOD CONDUCT MEDALS * US ARMY NATIONAL DEFENSE SRVICE MEDAL
* US ARMY GLOBAL WAR ON TERRORISM SERVICE MEDAL * US ARMY KOREA DEFENSE SERVICE MEDAL
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