Call Center Utilization Review

KAYLIE VAN LUONG, PHARM. D

***** ****** **** **, ********, TEXAS 77584

713-***-**** / **********@*****.***

Objective/Professional Summary

Fulfill the role of a pharmacist position by contributing a strong background in customer service, medication therapy management, and clinical skills attained over 20 years of pharmacy experience.

Education

University of Houston - College of Pharmacy and Health Sciences

1999-2003 Doctor of Pharmacy

University of Texas at Austin

1995-1999 Bachelor of Biology

Pharmacy Work Experience

Call Center Escalation Pharmacist - 02/2024 - present

Anthem - CarelonRX Advance Home Delivery Pharmacy

4821 N Stone Ave, Suite C Tucson, AZ

Review, enter, and process prescriptions through EnterpriseRX

Conduct drugs utilization review

Detect and report medication errors and adverse drug reactions

Answer patient calls and provide accurate, satisfactory answers to queries and concerns

De-escalate situations involving dissatisfied patients, offering patient assistance and support

Collaborate on multi-level communication with patient, pharmacy, provider, and insurance to deliver comprehensive care

Review patient accounts, providing updates and information about billing, shipping, and other account items

Collaborate with other call center professionals to improve patient care service through MS Teams

Help to train new employee and inform them about company’s patient management policies

Support pharmacy health and wellness initiative

Utilize Customer Online Service (COS), Patient Service Tool (Salesforce), and EnterpriseRx to provide patient cares.

Work escalation cases as well as return project

Clinical Pharmacist 01/2014 - 5/2023

MobileCare Pharmacy

3918 Leeland St, Houston, TX 77003

Review, enter, and process prescriptions through WinRX

Perform medication therapy management through Outcomes

Conduct drugs utilization review

Communicate and consult with physicians about drug therapies in clinical settings

Perform Annual Wellness Screening for Medicare Part D patients in clinical settings

Perform Chronic Care Management in clinical settings

Interpret and discuss with patients regarding lab results

Detect, monitor, and report medication errors and adverse drug reactions

Recommend over-the-counter medications and vitamins

Build positive patient rapport and service through counseling

Inventory management

Process, bill, and contact insurances regarding third-party rejection

Transcribe and transfer prescriptions

Staff Pharmacist 07/2003 - 12/2013

Walgreens

9885 Blackhawk Blvd, Houston, TX 77075

Review, enter, and process prescriptions through Intercom Plus

Perform medication therapy management through Mirixa and Outcomes

Administer vaccinations

Conduct drugs utilization review

Communicate and consult with physicians about drug therapies

Detect, monitor, and report medication errors and adverse drug reactions

Recommend over-the-counter medications and vitamins

Build positive patient rapport and service through counseling

Inventory management

Process, bill, and contact insurances regarding third-party rejection

Transcribe and transfer prescription

Preceptor

Certifications, Licenses, and Achievements

Pharmacist: Texas License #41730

I.V. certified by Texas Society of Health System Pharmacists

Pharmacy-Based Immunization Delivery Certification

CPR certified by American Heart Association

Preceptor certification 2004-2013

HIPPA trained

Completed Walgreens Management Internship

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