ANDREANA FRANKLIN
Missouri City,Texas
Summary
Experienced Pharmacy Specialist skilled at collaborating with and supporting the implementation of pharmacy automation product installation team. Strong technical expertise in customer success, robotic automation, control systems, and machine learning. Leveraged advanced expertise to collaborate and support successful installation projects, train and educate pharmaceutical staff, and drive innovation in the field of robotics. Committed to staying at the forefront of the latest technologies and project developments to drive continued growth and success for the company while ensuring customer needs and concerns are appropriately addressed. Recognized for the ability to learn quickly, contribute measurable value, and provide exceptional written and verbal communication managerial and staff updates. Enjoy taking on challenges, thriving in a fast-paced environment, and providing meaningful and compelling thought leadership while producing solid results. Demonstrated success in public health project and team management, including epidemiology, statistical analysis and literature reviews. Skilled in technical writing, surveillance and field research. Results-driven and proactive with a diligent, responsive and resourceful nature.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Professional Services Specialist
OMNICELL, INC
11.2022 - 02.2023
- Managed installation projects and ensure all business needs are met
- Performed required tasks to ensure timely go live are met and successful
- Completed application and hardware configuration and database requirements and setup Omnicell products
- Provided best practice guidance and feedback for customer process discussions
- Assisted with procedural variations needed for the technology change
- Negotiated with internal and external groups to set priorities and obtain required resources to ensure successful project completion
- Site cleanup: submit and closeout all RMAs for the project, return/dispose of all unused implementation materials
- Served as secondary subject matter expert and product consultant for Omnicell solutions
- Risk escalations to Omnicell project lead
- Performed required tasks to ensure timely go-live and customer satisfaction
- Initiated go-live support
- Site cleanup: submit and closeout all RMA's for the project, return/dispose of all unused implementation materials
- Assisted with obtaining customer acceptance
- Assisted in account handoffs
- Understanding of HL7 standards and Omnicell OIS
- Customer and internal communications
- Revenue awareness
- Implementation best practices and job aides
- Maintaining strong industry and product knowledge.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Followed up with customers to offer additional support and check resolution satisfaction.
- Handled customer issues with confidence, using complex problem-solving to provide effective resolutions.
- Documented problems and corrective actions to maintain records.
Resident Robotics Expert, Pharmacy Technician III
Omnicell, Inc
08.2021 - 11.2022
- CPhT
- Operated and maintained stock within the XR2 for customer site
- Ensured that designated staff at customer site were properly informed and educated on any product and software updates
- Assisted in product implementation while providing updates to managers and support staff
- Stocked and returned medications to XR2 robot to optimize the customers use of automation
- Monitored and maintained formulary inventory levels to ensure availability of medications for daily dispensing
- Maintained XR2, reported unresolved issues to the technical assistance center, and communicated resolution updates with customer
- Recommended drugs to be added to automation products based on data usage, demand, and workflow
- Performed daily and periodic cleaning of the equipment according to recommended best practices
- Inspected robot cell daily for issues, wear, and functionality
- Resolved and troubleshot common system issues
- Appropriately monitored and documented trends to help determine root cause of issues
- Maintained a high level of communication to ensure proactive, solution-oriented problem identification and resolution
- Ensured high levels of customer satisfaction by aligning the pharmacy services program to provide customer-focused support emphasizing quality, professionalism, and responsiveness.
- Stocked, labeled, and inventoried medication to keep accurate records.
- Assisted engineers in design, configuration or application of robotic systems.
- Conducted work and client interactions professionally and with organized and conscientious approach to critical details in order to maximize satisfaction and promote loyalty.
Senior Prior Authorization/Appeals Technician, Senior Pharmacy Technician
OPTUM RX
10.2020 - 08.2021
- Provided quality service through efficient and accurate prior authorization service support
- Initiated and assisted physicians, pharmacies, patients, and caregivers with both prior authorization and appeals process
- Troubleshot and investigated claims and rejects while ensuring clinical notes and information adhere to appropriate and specific plan detail
- Reporting findings and inaccurate data to appropriate departments
- Using established criteria and guidelines, received and processed prior authorization requests made by providers and members for medications not inherently covered on members' prescription drug plans
- Answered prior authorization inquiry calls and faxes
- Researched and resolved formulary and benefit issues using the appropriate reference material
- Resolved issues and complaints in a timely manner.
- Verified eligibility and compliance with authorization requirements for service providers.
- Fielded telephone inquiries on authorization details from plan members and medical staff.
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Responded to inquiries from healthcare providers regarding prior authorization requests.
- Input all patient data regarding claims and prior authorizations into system accurately.
- Maintained and updated patient records, prescription information and patient data in accordance with HIPAA regulations.
- Evaluated clinical criteria for approval or denial of services requiring pre-authorization.
- Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems, and locating items.
Lead Pharmacy Technician
LAKE CHARLES MEMORIAL HOSPITAL
01.2015 - 09.2020
- Successfully assumed all responsibilities assigned to benefit the operation of the pharmacy
- Processed prescriptions from intake to order completion
- Stocked, prepared, stored, compounded, labeled, and distributed medications
- Compounded sterile preparations, including chemotherapy and supplies
- Inspected and maintained emergency medical trays
- Properly managed pharmaceutical waste
- Scanned documents
- Validated patient data, health insurance information, and prescriptions
- Contacted physicians' offices regarding prescription questions
- Verified whether orders and drugs were reimbursable and covered
- Settled customer issues and worked with insurance companies to resolve insurance rejections and third-party adjudication issues
- Prepared dosage and strength
- Poured, weighed, counted, and mixed medication, and dispensed oral liquids, tablets, and other medical devices under the close supervision of a licensed pharmacist
- Delivered medication throughout the hospital
- Responded to requests for medications from nursing personnel
- Instructed patients on use of medications and prescriptions
- Successfully led and trained new hires on automated pharmacy equipment and instructed colleagues on the implementation of new products
- Maintain over-the-counter and prescription medications
- Monitored assigned areas for out-of-stock or out-of-date inventory
- Ordered, received, and maintained awareness of inventory levels by anticipating shortages in supply
- Collected and loaded drugs into an automated drug dispensing system in accordance with state or federal pharmacy laws.
- Supervised 3 pharmacy technicians and coordinated day-to-day assignments.
- Liaised with other pharmacies to eliminate issues related to product expiration.
Unit Technician
LAKE CHARLES MEMORIAL HOSPITAL
01.2011 - 01.2015
- Maintained and managed medical records, ensured all appropriate documentation and daily duties werecompleted, contacted and communicated with physicians
- Answered call bells, organized unit, scheduledpatients' appointments upon discharge, provided information, directions, and other assistance to physicians,patients, families, customers, vendors, and other staff members, as appointed
- Performed general clerical duties to maintain efficient operation of the department
- Received phone calls
- Participated in the delivery of patient care within an assigned area by coordinating care, scheduling testsand procedures for patients, providing rehabilitative measures, supportive services, and related activitiesunder the direction of a licensed nurse
- Ordered, received, and delivered equipment and supplies
- Maintained stockroom
- Stocked all mobile cartsor trays
- Updated patient room whiteboards
- Completed visitor access processing
- Removed laundry andwaste
- Supported a culture of safety and quality by participating in continuous quality improvementactivities
- Collected data, including intake and output, weight, temperature, pulse, respirations, and blood pressure
- Reported values outside normal parameters to the nurse
- Reported any changes in patients' condition andbehavior immediately to the nurse
- Documented patient information accurately and in appropriate place ina timely manner.
Education
Master of Public Health -
Louisiana State University – Shreveport
05.2024
Bachelor of Science - Sociology, Global Health Population
Lamar University
12.2022
Certified Emergency Medical Technician -
Sowela Technical College/Boston Reed College
Lake Charles, LA2013
Skills
- Providing Feedback
- Client Relationships
- Complaint Resolution
- Incident Escalation
- Data SQL
- Hospital Pharmacy
- Public Health
- Pharmacy Automation
Additional Information
- ASSOCIATIONS/ORGANIZATIONS, President of Alpha Kappa Delta International Sociology Honor Society – 2022
Certification
- CPhT - Certified Pharmacy Technician
Timeline
Professional Services Specialist
OMNICELL, INC
11.2022 - 02.2023
Resident Robotics Expert, Pharmacy Technician III
Omnicell, Inc
08.2021 - 11.2022
Senior Prior Authorization/Appeals Technician, Senior Pharmacy Technician
OPTUM RX
10.2020 - 08.2021
Lead Pharmacy Technician
LAKE CHARLES MEMORIAL HOSPITAL
01.2015 - 09.2020
Unit Technician
LAKE CHARLES MEMORIAL HOSPITAL
01.2011 - 01.2015
Master of Public Health -
Louisiana State University – Shreveport
Bachelor of Science - Sociology, Global Health Population
Lamar University
Certified Emergency Medical Technician -
Sowela Technical College/Boston Reed College