Adam Weinsheimer
Youngwood,PA
Summary
Operations manager with 15 plus years of experience in Specialty pharmacy. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
18
18
years of professional experience
Work History
Manager, Specialty Therapy Operations
CVS/ Caremark
05.2018 - Current
- Collaborated with pharmaceutical companies to form a partnership to streamline our processes for their medications
- Analyzed Patients and processes to gain efficiencies
- Worked with other departments to create new standard operating procedures
- Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals
- Directing and implementing department and pharmacy wide projects
- Provided data analysis to top executives enabling our team to lead implementation and execution of recommended process improvements
- Utilized experience, internal connections, and business acumen to build stronger partnerships between Business and operations teams
- Streamlined process to improve turnaround time
- Analyzed contracts to help fulfill the needs of the client
- Created staffing models to build highly efficient teams
- Worked with supervisors to direct daily workflow
- Resolving issues/problems as it relates to the department and the company
- Tracking and reporting progress of projects
- Worked as a client liaison to resolve any escalated issues
- Cross-trained other managers
- Provided accurate, specific, and timely performance feedback for clients and directors
- Performed technical processes required to dispense medications to patients
- Prepared reports and communication for senior management and clients
- Provide guidance and mentoring to staff members who wished to obtain further qualifications
- Ensure compliance with all applicable laws and regulations
- Maintain quality assurance standards of care are in line with industry best practices
- Encourage creative thinking, problem-solving, and empowerment to improve morale and teamwork
- Worked with manufactures to launch their products with CVS Specialty
- Project management
- Experience with rare disease drug launches
- Experience with Parkinson’s drug launches.
Benefits verification Supervisor
CVS/ Caremark
03.2016 - 05.2018
- Directing daily workflow to ensure that all production and quality goals are met
- Coordinating procedural changes
- Resolving issues/problems as it relates to the department and the company
- Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals
- Evaluating & reviewing employee performance
- Coaching, motivating & counseling employees including administrating disciplinary action when necessary
- Interviewing and hiring new employees
- Supervised up to 40 employees
- Daily supervision of employees to ensure that all department and company policies and procedures are followed
- Directing and implementing department and pharmacy wide projects
- Tracking and reporting progress of projects
- Analyzing call/performance statistics
- Created a Tally sheet to track employees work thru SharePoint.
Customer Service Supervisor
CVS/ Caremark
01.2014 - 03.2016
- Used Avaya Dialer to manage outbound refill calling for patients
- Worked as a client liaison to resolve any escalated issues
- Supervised up to 32 employees
- Trained Customer Service representatives to answer the help line calls
- Investigated and resolved customer inquiries and complaints in an empathetic manner
- Cross-trained and backed up other customer service managers
- Met all customer call guidelines including service levels, handle time and productivity
- Assumed ownership over team productivity and managed workflow to meet or exceed quality service goals
- Facilitated inter-departmental communication to effectively provide customer support
- Provided accurate, specific, and timely performance feedback for Customer Service Representatives
- Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals
- Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rates
- Prepared reports and communication for senior management and clients
- Effectively resolved insurance rejections and other billing issues
- Performed technical processes required to dispense medications to patients.
Customer Service Escalation Team
CVS/ Caremark
12.2011 - 01.2014
- Trained Customer Service representatives to answer the help line calls
- Work directly with clients to work out any escalated issues
- Investigated and resolved customer inquiries and complaints in an empathetic manner
- Defused volatile customer situations calmly and courteously
- Accurately documented, researched and resolved customer service issues
- Prepared reports and communication for senior management and clients
- Effectively resolved insurance rejections and other billing issues
- Performed technical processes required to dispense medications to patients
- Completed new and updated patient profiles, including lists of patient medications
- Assisted the pharmacists with checking in and pricing drug orders, third party transactions and relevant paperwork.
Insurance Resolution Associate
CVS/ Caremark
08.2007 - 12.2011
- Effectively resolved insurance rejections and other billing issues
- Performed technical processes required to dispense medications to patients
- Completed new and updated patient profiles, including lists of patient medications
- Receptively answered customer questions
- Correctly completed pharmacy paperwork, including daily and weekly reports
- Worked closely with Pharmacy Care Representatives (PCRs) in providing excellent patient care
- Effectively prioritized tasks and organized workflow to increase efficiency.
Customer Service Prior Authorization Representative
CVS Pharmacare
06.2006 - 08.2007
- Helped customers with prescription benefit questions
- Answered an average of 120 calls per day by addressing customer inquiries, solving problems, and providing new product information
- Met or exceeded service and quality standards every review period
- Managed customer calls effectively and efficiently in a complex, fast-paced, and challenging call center environment
- Accurately documented, researched and resolved customer service issues
- Effectively resolved insurance rejections and other billing issues
- Worked with doctor’s offices to get the Diagnosis for a medication and approving the medication for the insurance company.
Education
MBA-Concentration leadership and management -
Carlow University
08.2019
Bachelor of Science in Human Resource Management -
Indiana University of Pennsylvania
05.2006
Skills
- Workforce Management
- Operations Management
- Performance Management
- Contract Management
- Business Development
- Strategic Planning
- Policy Implementation
- Business Administration
- Staff Development
- Expectation Setting
- Team Leadership
- Verbal and Written Communication
- Complex Problem-Solving
- Business Planning
- Time Management
- Key Performance Indicators
- Project Management
- Negotiation
- Customer Relationship Management (CRM)
- Schedule Preparation
- Staff Management
- Performance Evaluations
- Quality Assurance
- Cross-functional Teamwork
- Problem Solving
- Decision Making
- Customer Relationship Management
- Resource Allocation
- Staff Training and Development
- Change Management
- Emotional Intelligence
- Organizational Skills
- Innovation Management
- Conflict Resolution
- Process Improvement
- Product Management
- Data Analysis
- Effective Communication
- Schedule Management
- Employee Development
- Customer Service
- Human Resources Management
- Project Planning
- Hiring and Training
- Computer Skills
- Good Judgment
- Goal Setting
- Idea Development and Brainstorming
- Team Development
- Documentation and Reporting
- Work Planning and Prioritization
- Managing Operations and Efficiency
- Performance Tracking and Evaluation
- MS Office
- Needs Assessment
- Business Analysis and Reporting
- Decision-Making
Skills Awards
Eagle Scout Award from the Boy Scouts of America Troop 19
Timeline
Manager, Specialty Therapy Operations
CVS/ Caremark
05.2018 - Current
Benefits verification Supervisor
CVS/ Caremark
03.2016 - 05.2018
Customer Service Supervisor
CVS/ Caremark
01.2014 - 03.2016
Customer Service Escalation Team
CVS/ Caremark
12.2011 - 01.2014
Insurance Resolution Associate
CVS/ Caremark
08.2007 - 12.2011
Customer Service Prior Authorization Representative
CVS Pharmacare
06.2006 - 08.2007
MBA-Concentration leadership and management -
Carlow University
Bachelor of Science in Human Resource Management -
Indiana University of Pennsylvania