Amanda Rice

• Completes area-specific work as outlined by standard processes, procedures and adherent to policies

• Serves as an expert with equipment and technology in specialized area

• Problem solves technical issues in the specialized area as they arise

• Ensures documents and records are accurate and completed in a timely fashion

• Supports methods of communication and coordination with patients and care team

• Identifies quality improvement opportunities based on specialized skill set to ensure safe, effective, and efficient services and patient care

• Provides input to and supports implementation of operational changes, advancements, and site and system standardization

• Participates in site or system specialized work teams, committees, and councils, as applicable

• Complies with legal, regulatory, and accreditation standards

• Keeps current with changes in the specialized field and collaborates with department leadership to adopt best practices

• Maintains updated knowledge and skills and contributes to the education of others

• Contributes positively to execution of pharmacy department initiatives

• Accepts assignments of tasks from other pharmacy teammate roles when workload dictates

• Any other duties as assigned

• Processed Drug Evaluation Review forms, accurately entered authorizations into the system based on clinical guidelines, and managed daily workflow to meet deadlines efficiently.
• Conducted outbound calls to gather necessary information from providers, pharmacies, and members for accurate processing.
• Provided professional customer service by answering calls, greeting providers, and addressing inquiries.
• Collaborated with pharmacists to ensure proper medication dispensing according to protocols.
• Facilitated communication between patients and healthcare providers, ensuring timely resolution of inquiries and concerns.
• Assisted in training new team members on standard operating procedures to ensure consistent quality of service across the entire team.

• Entered new prescriptions into the computer system, assisted customers with prescription and over-the-counter medication inquiries, and maintained excellent customer service skills while working under pressure.
• Provided professional customer service through phone interactions and in-person interactions.
• Utilized proficiency in pharmaceutical calculations and conversions.
• Conducted audits of controlled substance storage areas and documentation logs.
• Streamlined pharmacy operations by maintaining inventory levels, placing orders, and organizing medications systematically.
• Improved workflow efficiency with accurate data entry of prescription information into the pharmacy management system.
• Served as a mentor for new technicians, offering guidance on best practices within the specialty pharmacy setting.
• Answered incoming phone calls and addressed questions from customers and healthcare providers.
• Counted and labeled prescriptions with correct item and quantity.

• Coordinated the review and processing of pharmacy appeal cases to facilitate timely resolutions for patients.
• Maintained meticulous records of appeals documentation to support audits and ensure legal compliance at all times.
• Advocated for patient needs by collaborating with healthcare providers and internal teams on appeals management.
• Streamlined case preparation workflows, significantly improving turnaround times for pharmacy appeal decisions.
• Trained colleagues on best practices in appeals handling, fostering a knowledgeable and compliant work environment.
• Analyzed complex appeal documentation to verify accuracy and compliance with regulatory standards.
• Drafted clear communication letters to inform patients about their appeal outcomes, enhancing transparency in processes.

• Managed a team of 15 pharmacy technicians, fostering a collaborative work environment that prioritized patient safety.
• Coordinated weekly team meetings to address patient care challenges and streamline communication processes.
• Ordered all pharmacy supplies and kept check on inventory levels.
• Facilitated training sessions on new pharmacy software systems to enhance workflow efficiency among staff.
• Collaborated with manager to maintain daily operations.
• Resolved issues with customers and pharmacy personnel by utilizing active listening, effective communication and mediation skills.
• Mentored pharmacy technicians in best practices and workflows, fostering professional growth within the team.
• Led training sessions for new hires on standard policies and procedures, promoting consistent service quality.