Certified Pharmacy Technician & Care Coordinator
Resume:
Amal Shehata
Certified Pharmacy
Technician
Conroe, TX 77384
Email: ***********@**.***
Cell: 773-***-****
Professional Summary
Experienced healthcare and customer service professional with a strong background in pharmacy, health insurance, pharmaceutical sciences, quality assurance, and client care coordination. Brings a unique combination of healthcare knowledge and patient- and client-centered service, with proven ability to assist members and providers with insurance claims, appeals and grievances, medical and pharmacy benefits, plan-related issues, and other healthcare inquiries. Experienced in managing a caseload of 100+ clients, conducting comprehensive needs assessments, coordinating individualized support, maintaining detailed records, and collaborating with multidisciplinary teams to achieve positive outcomes. Strong ability to explain complex healthcare and insurance information clearly, resolve problems efficiently, and build trusting relationships while handling sensitive situations with empathy, discretion, and professionalism. Recognized for excellent communication, organization, attention to detail, adaptability, and the ability to work effectively both independently and as part of a team in fast-paced healthcare environments. Work Experience
Client Care Coordinator
July 2019-Present: Love, Inshallah, Houston, TX
- Served as the dedicated point of contact for a caseload of 100+ clients, delivering personalized, high-touch support through phone consultations, intake assessments, and ongoing care coordination.
- Conducted in-depth client intake interviews to understand individual needs, goals, and barriers, then developed tailored action plans to guide each client toward successful outcomes.
- Built lasting, trust-based relationships with clients through consistent follow-up, warm communication, and proactive problem-solving.
- Managed the full client lifecycle from onboarding through completion, ensuring no one fell through the cracks.
- Coordinated with a team of six specialists to align on client needs, share updates, and deliver seamless service.
- Navigated sensitive personal situations with empathy, discretion, and clear communication, often serving as the client’s most trusted advisor.
- Tracked client progress and maintained detailed records to inform ongoing support strategies and improve retention.
- Operated in a fast-paced, human-first environment that leveraged technology to enhance (not replace) personal client interactions.
Customer Service Representative
January 2018-July 2019: Centene-HealthNet Life Insurance Company - Rancho Cordova, CA
- Helping customer with all their inquiries regarding their health insurance, like explaining the claims and filing appeals and grievances for them. Sending all the requested correspondence and any other required documents.
- Explaining medical and pharmacy benefits to members and assisting them if they have any issue. Reinstate member’s plan and walk them through their plan to help them better understand it.
Customer Service Representative
January 2018- June 2019: Health Net, Inc. / Centene-Rancho Cordova, CA
-Handling calls from providers and members.
-Interpreting claims to members and providers (status, appeals, escalated).
-Reinstate members after being terminated.
-Assist members with their pharmacy and medical benefits and help them to better understand their benefits.
Administration and Executive Assistant
February 2015-September 2016: International Traditional Karate Association (ITKA)-Chicago, IL.
- Office and Front desk Manager.
- Day to day activities (accounting, events organization, new registrations, etc.).
- Tournament Organization.
Adjunct Quality Assurance Specialist
November 2005-2017: Memphis Pharmaceutical and Chemical Industries - Cairo, Egypt.
- Auditing the production and manufacturing processes of creams and suppositories pharmaceutical dosage forms.
Night Shift Pharmacist
August 2004-August 2005: Ahmed Eissa Community Pharmacy - Cairo, Egypt.
- Dispensing medications.
- Customer service and consultation.
Pharmacist and Manager
July 2004-August 2005: Ahmed Eissa Community Pharmacy - Cairo, Egypt.
- Dispensing medications.
- Customer service and consultation.
- Ordering and return of expired medications and cosmetics. Production and Sales Summer Intern Pharmacist
June 2001-August 2003: Sanofi-Aventis and Novartis Pharmaceutical Company - Cairo, Egypt.
- Production and Sales trainee on Cataflam and Voltaren medications. Pharmacy Intern
June 2002-August 2002: Sanofi-Aventis and Novartis Pharmaceutical Company - Cairo, Egypt
-Dispensing medications and customer service.
Education
Pharmacy technician in Pharmacy
October 2019-January 2020: The Woodlands, TX
Bachelor in Pharmaceutical Sciences
May 2004: School of Pharmacy, Cairo University -
Cairo, Egypt.
Skills
• Customer Service (2 years)
• Receptionist (2 years)
• Retail Sales (2 years)
• Organization Skills (Less than 1 year)
• Quality Assurance
• Pharmacy Technician Experience
• Compounding Medications
• Personal Assistant Experience
• Hospital Experience
• Typing
• HIPAA
• Medical Terminology
Certifications and Licenses
Certified Pharmacy Technician: March
2020-March 2022
Additional Information
• Excellent communication and customer service skills
• Ability to solve problems
• Working in teams or independently
• Organizational skill
• Showing empathy and kindness to patients
• Multitask and hardworking
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