Amanda Gonzales
Albuquerque,NM
Summary
To provide exceptional member and community services to drive member satisfaction, retention, and growth for PHS. Highly motivated, detail oriented, and result-driven professional with over 15 years of experience in sales, member relations, marketing, project management, and competitive but effective product management. Create continuity of care fostering an informative approach to support and assist members in achieving their best health. Work with teams to accomplish short- and long-term project goals.
Overview
16
16
years of professional experience
Work History
Pharmacy Call Center Lead Certified Technician
Presbyterian Health Plan
06.2021 - Current
- Assisted in recruitment efforts by conducting interviews, evaluating candidates'' skills, and recommending top talent for available positions.
- Developing and implementing standard operations and procedure documents for training the team members for call center and various other partnered departments
- Procedural maintenance and assessment for system development and configuration
- ANOC outreach, event travel, setup, and tear down of advocacy table
- Responded to team support questions quickly to maintain call center efficiency.
- Investigated and resolved customer benefit inquiries and complaints quickly enhancing satisfaction and retention.
Home Health Resource and Advocate
1st care of New Mexico
01.2019 - Current
- Provide home health resources and direct support to disabled Medicare eligible individual as Power of Attorney and primary health delegate
- Enrollment services provided for Social Security benefits, Medicare annual enrollment and plan election.
- Medication therapy management and adherence, appointment scheduling and attendance with varying specialists, and overall care coordination.
- Established trusting relationships with clients by maintaining open lines of communication throughout the entire representation process.
Senior Certified Specialty Pharmacy Technician
Walgreens Pharmacy
05.2015 - Current
- Support Pharmacists achieve monthly data-driven goals while managing all pharmacy-related tasks and programs as a Senior Pharmacy Technician and Specialty Medication educator
- Obtained the knowledge of pharmaceutical insurance, terminology, operational flow, inventory maintenance, data entry, sales processing, and various other complexities
- Collaboratively kept up with continuing education, laws, regulations, and certifications
- Performed various pharmacy operational activities with strong commitment to accuracy, efficiency, and service quality.
- Served as a mentor for new technicians, offering guidance on best practices within the specialty pharmacy setting.
- Delivered exceptional customer service, addressing questions or concerns regarding medications, insurance coverage, and co-payments in a timely manner.
Mental Health and Substance Abuse Case Manager
Life Healing Center
06.2019 - 02.2021
- Enhanced client engagement through consistent communication and support, ensuring progress towards recovery goals.
- Maintained thorough documentation of client interactions, assessments, and treatment plans to ensure accurate records for all cases.
- Assisted patients in accessing housing, financial assistance and other community resources.
- Managed caseload to satisfy multiple patients with diverse needs.
- Coordinated patient discharge planning and follow-up care.
Lead Certified Pharmacy Technician
Express Scripts Pharmacy
05.2012 - 05.2015
- Enhanced team efficiency by training and supervising pharmacy technicians, ensuring adherence to protocols and procedures.
- Maintained a safe work environment by enforcing strict compliance with federal and state regulations, minimizing risk of errors.
- Developed strong relationships with employees improving communication and fostering collaborative patient care efforts.
HIPAA Compliance Officer
Lovelace Medical Group
11.2010 - 05.2012
- Ensured HIPAA compliance by adhering to strict confidentiality guidelines when handling sensitive patient information.
- Maintained confidentiality of all medical records and sensitive information to comply with HIPAA regulations.
- Assisted in preparation of medical records requests from outside providers according to facility, state, and federal law.
- Reviewed charts and flagged incomplete or inaccurate information.
Community Support Staff
Adelante
08.2008 - 10.2011
- Managed challenging behaviors through effective communication, de-escalation techniques, and crisis intervention strategies.
- Provided transportation assistance as needed, enabling clients to access appointments, resources, or recreational activities safely.
- Advocated for clients'' rights, ensuring they receive appropriate services, accommodations, and support in line with their individual needs.
- Collaborated with interdisciplinary teams to ensure comprehensive care and consistent support strategies.
- Organized daily schedules based on individual needs assessment results, maximizing time efficiency without sacrificing quality of care provided.
Community Support Staff
ARCA
03.2009 - 05.2011
- Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
- Performed light housekeeping duties to maintain a clean, safe, and organized living space for patients.
- Provided physical assistance for mobility, promoting independence and safety in the home environment.
- Assisted disabled clients to support independence and well-being.
Education
Bachelor of Arts - Community Health Education And Chicano/a Studies
University of New Mexico
Albuquerque, NM05.2025
Associate of Applied Science - Criminal Justice
Central New Mexico Community College
Albuquerque, NM05.2018
Skills
- Account Retention
- Compliance Monitoring
- Proficient in PHS CARES model
- Cross-Functional Collaboration
- Staff Training and Development
- Strategic Planning
- Confidentiality and HIPAA
- Decision-Making
- Relationship Building
- Advanced problem solving
- Staff Management
Volunteer Experience
- Albuquerque Indian Center - Commodity Distributor bi-weekly
- Students Against Destructive Decision advisor and support staff
- New Mexico Kids Matter – CASA
Timeline
Pharmacy Call Center Lead Certified Technician
Presbyterian Health Plan
06.2021 - Current
Mental Health and Substance Abuse Case Manager
Life Healing Center
06.2019 - 02.2021
Home Health Resource and Advocate
1st care of New Mexico
01.2019 - Current
Senior Certified Specialty Pharmacy Technician
Walgreens Pharmacy
05.2015 - Current
Lead Certified Pharmacy Technician
Express Scripts Pharmacy
05.2012 - 05.2015
HIPAA Compliance Officer
Lovelace Medical Group
11.2010 - 05.2012
Community Support Staff
ARCA
03.2009 - 05.2011
Community Support Staff
Adelante
08.2008 - 10.2011
Bachelor of Arts - Community Health Education And Chicano/a Studies
University of New Mexico
Associate of Applied Science - Criminal Justice
Central New Mexico Community College
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