Adrienne Stephen
Ontario,CA
Summary
Senior Pharmacy technician with over 25 years of experience. Knowledgeable in all facets of pharmacy operations. Strong work ethic with a high degree of accountability, with a proven track record at Partner HealthCare Pharmacy. Serving as the primary contact for 40 Long Term Care facilities. Building relationships with customers and providers for sustained business growth and customer retention. Team-oriented and dedicated to collaboratively delivering exceptional customer service. a career in caring for patient quality care, driving significant improvements in customer satisfaction and operational efficiency.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Department Supervisor
968 Long Term Care Pharmacy
2024.01 - Current
- Managed team 6 employees, delegated tasks, and held each employee accountable for completing assignments.
- Triaging daily workflow using multiple platforms and coordinating with other departments.
- Coached employees and trained them on methods for handling various aspects of day-to-day processes as well as complex issues, and customer complaints.
- Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused
- Technical /clinical review of authorization( drug and utilization management ) that includes reviewing authorization, and chart notes, that are relevant to patient care
- Communicate with providers on related issues of patient /prescribers to assess and interpret customer needs and requirements, identify solutions to non-standard requests and problems
- Maintaining Daily duties of answering phones, and data entry of new/refill orders Managed patient medication and administration records, Billing and accounting functions, record keeping, third-party billing, prior authorizations, and day-to-day processes to respond to patient admissions (new/readmit ).
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Foster relationships with current customers to maintain goodwill and gain additional business.
- Promoted culture focused on encouraging staff to develop skills and abilities.
- Solve moderately complex problems and /or conduct moderately complex analyses. Guidance of direct/indirect decision-making.
- Submitted reports to senior management to aid in business decision-making and planning.
- Trained new employees on overall company and department-specific policies and procedures.
Department Supervisor
Partners HealthCare Pharmacy
2021.07 - 2024.01
- Managed team 6 employees, delegated tasks, and held each employee accountable for completing assignments.
- Triaging daily workflow using multiple platforms and coordinating with other departments.
- Coached employees and trained them on methods for handling various aspects of day-to-day processes as well as complex issues, and customer complaints.
- Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused
- Technical /clinical review of authorization( drug and utilization management ) that includes reviewing authorization, and chart notes, that are relevant to patient care
- Communicate with providers on related issues of patient /prescribers to assess and interpret customer needs and requirements, identify solutions to non-standard requests and problems
- Maintaining Daily duties of answering phones, data entry of new/refill orders
- Managed patient medication and administration records, Billing and accounting functions, record keeping, third-party billing, prior authorizations, day to day processes to respond to patient admissions (new/readmit ).
- Promoted culture focused on encouraging staff to develop skills and abilities.
- Foster relationships with current customers to maintain goodwill and gain additional business.
- Consulted with insurance company representatives to complete claims processing, resolve concerns, and reconcile payments.
- Solve moderately complex problems and /or conduct moderately complex analyses. Guidance of direct/indirect decision-making.
- Submitted reports to senior management to aid in business decision-making and planning.
- Educated staff on strategies for handling difficult customers and challenging situations.
- Developed and maintained strong working relationships with facilities to maintain account
- Gathered, organized, and input information into digital database.
- Optimized customer experience by delivering superior service and effectively troubleshooting issues.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
Account Manager
Partners HealthCare Pharmacy
2013.05 - 2021.06
- Developed and maintained strong working relationships with professionals within assigned accounts of 400 beds.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Technical /clinical review of authorization( drug and utilization management ) that includes reviewing authorization, and chart notes, that are relevant for patient care.
- Communicate with providers on related issues of patient /prescribers to assess and interpret customer needs and requirements, identify solutions to non-standard requests and problems
- Maintaining Daily duties of answering phones and data entry of new/refill orders
- Managed patient medication and administration records, Billing and accounting functions, record keeping, third-party billing, prior authorizations, day to day-to-day processes to respond to patient admissions (new/readmit ).
- Handling a high volume of orders under time constraints.
- Clinical review of patient drug history monitoring duplicate drug indications
- Built relationships with current customers to maintain goodwill and gain additional business.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Solve moderately complex problems and /or conduct moderately complex analyses. Guidance of direct/indirect decision-making.
- Promoted business development by building and maintaining relationships with new clients.
- Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused.
- Developed and nurtured lasting relationships with clients through dedicated assistance, issue resolution, and active listening.
- Submitted reports to senior management to aid in business decision-making and planning.
- Educated staff on strategies for handling difficult customers and challenging situations.
- Performed effectively in a self-directed work environment, managing day-to-day operations and decisions.
- Trained new employees on customer service, third-party billing, data entry, and organizing strategies with various platforms utilizing efficient workflow
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Recorded accurate and efficient records in the customer database.
- Contributed to event marketing, sales, and brand promotion.
- Fielded customer complaints and facilitated negotiations, resolving issues, and reaching mutual conclusions.
- Served customers with knowledgeable, friendly support at every stage of client needs
Education
Some College (No Degree) - Pharmaceutical
Cerritos College
Norwalk, CAHigh School Diploma -
Irving High School
Irving, TX06.1987
Skills
- Strong organizational skills with attention to detail.
- Ability to work quickly and accurately under time and volume constraints.
- Strong interpersonal skills and high emotional intelligence with attention to patient care.
- Effective communication skills verbal and written.
- Excellent critical thinking skills.
- The ability to work independently and along with a team-oriented mindset.
- Quick learner and Intermediate in Microsoft Suite, Excel, CMS Docutrack, and Digital Rx system.
Certification
Licensed Pharmacy Technician
Certified Yoga Teacher
Timeline
Department Supervisor
968 Long Term Care Pharmacy
2024.01 - Current
Department Supervisor
Partners HealthCare Pharmacy
2021.07 - 2024.01
Account Manager
Partners HealthCare Pharmacy
2013.05 - 2021.06
Licensed Pharmacy Technician
Certified Yoga Teacher
Some College (No Degree) - Pharmaceutical
Cerritos College
High School Diploma -
Irving High School
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