Customer Service Quality Assurance
Resume:
LISA M. CRAYS
Tacoma, Washington 98466
Tel: 253-***-****
Email: *********@*******.***
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OBJECTIVE
Licensed Pharmacy Technician / Assistant with retail and hospital pharmacy practice experience. Provides a unique combination of expertise in working with the community and professional groups as well as possesses exceptional technical, administrative and customer service skills. Has the ability to plan, initiate and carry out ideas - detail oriented and self motivated.
WORK HISTORY
Apr 2011 Washington State Licensed Pharmacy Assistant
To Career Staff Rx at Seattle Cancer Care Alliance Outpatient Pharmacy
Nov 2011 Seattle, Washington
Provided technical pharmacy support services with focus on excellent customer service at pharmacy pick up and drop off windows and beyond.
Trained and supported pharmacy staff at Point of Sale (POS) during Cerner Etreby computer system / register conversion.
Fulfilled the position of main cashier at prescription pick up window.
Worked closely with billing specialists to ensure proper adjudication of third party billing claims.
Helped process insurance prior authorization requests as well as participated in gathering information for claim audits.
Restructured and maintained Over the Counter (OTC) products based on presentation and PAR level for customer needs, thereby, increasing overall sales and customer satisfaction.
Received patient allergy information for profile maintenance and screening of drug interactions as well as entered insurance information for claims processing.
Entered new prescriptions and labeled medications previously pulled from stock by a pharmacist or technician for dispensing.
Restocked previously pulled medications and processed return to stock (RTS) medications.
Created and maintained hardcopy prescription file system.
Called / faxed prescription refill requests to medical staff.
Answered phones, directed calls to appropriate staff, and retrieved patient refill requests from refill recorder for processing.
Jun 2010 Washington State Licensed Healthcare Insurance Agent / Producer
To United Insurance Group
Jul 2011 Bothell, Washington
Provided expert knowledge and sales of Medicare insurance plans, i.e., Advantage, Supplements and stand alone prescription drug (PDP) coverage plans as well as life insurance product options and sales.
Set up meetings with individual clients.
Became appointed with several insurance providers to bring coverage options to customers.
Maintained file systems with reference to HIPAA laws and standards.
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May 2006 Pharmacy Systems Business Analyst / Technical Administrator
To Longs Drug Stores Corporate Offices
Jun 2009 Walnut Creek, California
Oversaw and supported the Pharmacy Systems Department with the utilization of various analytical, technical and administrative processes to ensure timely enhancements and software implementations in the pharmacies chain wide.
Provided systems analysis and QA (quality assurance testing) to ensure quality pharmacy system enhancements and products.
Provided licensed technical support during rollouts in the pharmacies by processing new prescriptions and refills, thereby, assuring the accuracy and quality of enhancements and software upgrades.
Developed, maintained and procured all departmental high level documentation.
Maintained project timelines, flow charts, and coordinated resource allocations.
Coordinated high level status meetings with CEO, CFO, President, Vice President, Directors and Project Managers and reported budget analysis for all projects on and off shore.
Trained all staff on HIPAA laws and standards of patient information confidentiality.
May 2004 Pharmaceutical Reimbursement Analyst / Indigent Patient Program Manager
To Amerisource Bergen / Pharmacy Healthcare Solutions @ Contra Costa Regional Med Center
May 2006 Martinez, California
Implemented and managed a large county wide Patient Assistance Program along with doctors, nursing staff, Medicare and Medicaid, third party vendors and various pharmaceutical companies to provide cost free medications to the county’s 340B contract indigent population.
Processed patient applications and received medications for dispensing.
Completed labeling of medications for pharmacist approval and procured for patient pick up.
Developed and maintained detailed spreadsheets, forms and file systems as well as planned and implemented audit processes.
Over time the projected cost relief to the county’s public healthcare system would be upward of one million dollars per year .
Feb 2003 California State Licensed Pharmacy Technician
To Norcal Medical Temps
May 2004 Tiburon, California
Provided contracted pharmacy staffing services in various hospital and retail settings.
Performed a broad spectrum of intravenous (IV) admixture and medication compounding specialties including chemotherapy, neonatal intensive care medications, hyperalimentation and intravenous antibiotics.
Operated various automated medication delivery systems, I.e., Pyxis, Pyxis CII Safe, Suremed, Automed, Script Pro and Robot Rx.
Provided retail pharmacy services, i.e., entering new prescriptions, label preparation, processing refills, inventory ordering, stocking, customer service.
EDUCATION
Aug 1998 Contra Costa Community College System - Los Medonos, Diablo Valley and CSU
To Pittsburg, Pleasant Hill and Concord, Califfornia
Jun 2001 Business Management Prerequisite Requirements
May 1988 Veterans Administration Medical Center / Pharmacy Technician Training Program
To Martinez, California
Oct 1988 Pharmacy Technician Certification
1981 Graduate of Alhambra Senior High - Martinez, California
Lisa M. Crays - Page 2
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