April Owen
Menomonie,USA
Summary
Dynamic Client Services Specialist at HealthDirect Pharmacy Services with a proven track record in project management and customer service excellence. Successfully cultivated relationships with 140 facilities, enhancing client satisfaction and retention. Adept at leveraging advanced technology and effective communication to resolve issues and drive program success.
Overview
20
20
years of professional experience
Work History
Client Services Specialist
HealthDirect Pharmacy Services
Eau Claire, WI
10.2024 - Current
- Acted as primary liaison between pharmacy and customer, ensuring effective communication across all channels.
- Coordinated setup and support for all clients in customer service, account management, and quality assurance.
- Developed strong relationships with 140 facilities throughout western Wisconsin and eastern Minnesota.
- Maintained accurate records in CRM database, including customer contacts, notes, and relevant documentation.
- Oversaw on-site resolution of customer service issues to enhance client satisfaction.
- Collaborated with external business partners for program development and problem resolution.
Learning Community Coach
Chippewa Valley Technical College
Eau Claire, WI
11.2023 - 06.2024
- Established Health Care Learning Community to improve enrollment support and resources for nursing programs.
- Engaged over 500 diverse students, surpassing enrollment grant goals with over 20 FTE increase.
- Implemented pilot projects as alternatives to HESI entrance exam, monitoring progress and outcomes.
- Collaborated with Deans, admissions, and academic advisors to fulfill program requirements.
- Served as liaison between students and college, facilitating pathways to higher education.
- Communicated with healthcare certificate completers, promoting re-enrollment in academic programs.
- Demonstrated leadership through mentoring and tracking progress in two NurseHub pilot projects.
- Filled 30 vacancies in Associate Degree Nursing program and established waitlist for fall semester.
Adult Student Services Coordinator
UW Stout
Menomonie, WI
03.2023 - 11.2023
- Increased enrollment by 30% through targeted community outreach initiatives between spring and fall semesters.
- Scheduled logistics and secured necessary resources for educational outreach programs and conferences.
- Created and assessed program content to improve learning outcomes for adult students.
- Identified opportunities for program improvement to expand service offerings for adult learners.
Certified Ophthalmic Assistant
Chippewa Valley Eye Clinic
Rice Lake, WI
01.2016 - 01.2022
- Gathered detailed medical histories and performed diagnostic testing for optimal patient assessments.
- Managed clinic and surgical center appointments using multiple reminder communication methods.
- Provided comprehensive pre- and post-surgical support, addressing patient inquiries and alleviating anxieties.
- Enhanced patient experience through compassionate care in a welcoming, non-judgmental environment.
- Educated patients on procedures, medications, and treatment plans to ensure understanding.
- Collaborated with Ophthalmologists and healthcare professionals to improve patient satisfaction and compliance.
Lead Medical Assistant Instructor/Practicum Coordinator/Academic Advisor
WITC (now known as Northwood Technical College)
Rice Lake, WI
01.2005 - 01.2014
- Cultivated evidence-based teaching strategies through collaboration with colleagues, students, and Deans.
- Oversaw retention of current students and execution of recruitment strategies for program growth.
- Led development and delivery of course content across traditional and online/hybrid modalities.
- Mentored students during clinical internships to enhance practical skills and readiness.
- Ensured fulfillment of graduation prerequisites for academic eligibility in clinical practicum.
- Established partnerships with public and clinical sites for effective student internship placements.
- Guided students on educational paths by providing insights into academic programs and job opportunities.
- Maintained program quality and compliance by monitoring certifications and state/federal guidelines.
Education
Master of Arts - Education
Viterbo University
La Crosse, WISkills
- Project management and coordination
- Creative problem solving
- Customer service excellence
- Leadership and teamwork
- Effective communication
- Integrity and respect
- Diversity appreciation
- Advanced technology proficiency
- CRM and customer relations management
- Conflict resolution strategies
- Stakeholder engagement
- Client relationship management
- Documentation skills
Affiliations
- Special Olympic volunteer
- Lion's Club volunteer
- Volunteers in Optometric Services for Humanity
- Here To The Rescue volunteer
- Operation Santa volunteer
Accomplishments
- Presidential award for outstanding customer service
- Highest academic achievement award
- Perfect attendance award
Timeline
Client Services Specialist
HealthDirect Pharmacy Services
10.2024 - Current
Learning Community Coach
Chippewa Valley Technical College
11.2023 - 06.2024
Adult Student Services Coordinator
UW Stout
03.2023 - 11.2023
Certified Ophthalmic Assistant
Chippewa Valley Eye Clinic
01.2016 - 01.2022
Lead Medical Assistant Instructor/Practicum Coordinator/Academic Advisor
WITC (now known as Northwood Technical College)
01.2005 - 01.2014
Master of Arts - Education
Viterbo University
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