Courtney Heard
Glen Allen,VA
Summary
Detail-oriented Operations and Administrative professional with over 2 years of experience in fast-paced startup and clinical environments. Proven track record of supporting onboarding/offboarding logistics, managing technical systems, and streamlining operational workflows. Expert in cross-functional collaboration and delivering exceptional candidate and employee experiences. Adept at handling sensitive data with discretion and thriving in remote, asynchronous environments.
Overview
22
22
years of professional experience
Work History
Pharmacy Technician
PHIL Pharmacy
05.2024 - Current
- Implemented remote operations, utilizing Zendesk for ticket management and contributing to high-volume operational workflows.
- Logged and managed support tickets in Zendesk to resolve operational queries.
- Guided and mentored new hires through job shadowing and onboarding sessions.
Program Administration Specialist
Health Services Unit for Va. Dept of Corrections
11.2021 - 11.2024
- Partnered with IT and operations teams to build and launch 2 programs, focusing on workflow optimization, data integrity, and user training. Managed operational documentation, troubleshooting, and supported cross-functional projects.
- Facilitated comprehensive training programs for onboarding nurses.
- Orchestrated monthly regional meetings to identify workflow barriers and streamline data entry processes.
- Held monthly alignment sessions with the IT team to enhance app user-friendliness for nursing staff.
- Implemented workflows, troubleshooting, testing and support.
- Remote
Technical Support Representative
Explore Learning
06.2021 - 11.2021
- Provided customer service to school administrators, teachers and students across the United States with access to the math and science program the company provided, through incoming calls, email and chat.
- Temporary job with Robert Half
- Remote
- Provided technical support to customers via phone and email communication.
- Resolved hardware and software issues for users across various platforms.
- Documented customer interactions and solutions in the helpdesk system.
- Ensured timely follow-ups with customers to enhance satisfaction and support experience.
Certified Pharmacy Technician
Option Care Home Infusion
Ashland, Va
05.2008 - 05.2021
- Scheduled all in-house nurses to complete routine visits with new and existing patients.
- Maintained knowledge and experience to continue to be proficient in IV and chemo compounding.
- Properly cleaned and maintained department equipment such as IV hoods, keeping work areas and glassware sterilized to maintain safe and sanitary conditions.
- Correctly completed pharmacy paperwork including daily and weekly reports.
- Properly compounded and dispensed medications as prescribed by doctors and dentists.
- Implemented standard procedures for mixing, packaging, and labeling pharmaceuticals to ensure quality, security, and proper disposal, resulting in improved output.
- Effectively prioritized tasks and organized workflow to increase efficiency.
- Properly filled and dispensed refill prescriptions for patients in person and over the phone daily.
Senior Pharmacy Technician
Walgreens
10.2004 - 05.2008
- Coordinated the pharmacy staff schedule, personnel monitoring and performance evaluations.
- Effectively prioritized tasks and organized workflow to increase efficiency.
- Directly supervised 10 Pharmacy Technicians, interns and support staff while on duty.
- Navigated relationships with physicians, insurance companies and managed care organizations.
- Collaborated closely with Pharmacy Care Representatives (PCRs) to provide excellent patient care while answering customer inquiries and assisting with product retrieval.
- Properly filled and dispensed an average of 200 prescriptions per day.
- Effectively resolved insurance rejections and other billing issues.
- Assisted other pharmacy staff with drug inventory, purchasing, and receiving.
- Regularly stocked shelves, rotated stock and checked for expired medications.
- Performed technical processes required to dispense medications to patients.
- Completed new and updated patient profiles, including lists of patient medications.
- Aided in the process of checking in and pricing drug orders, third party transactions and relevant paperwork.
- Correctly completed pharmacy paperwork, including daily and weekly reports.
- Calculated the correct identity, strength and purity of medications.
Education
Pharmacy Technician Certificate -
School
Richmond, VA05-2005
Standard Diploma -
Hermitage High School
Richmond, VA06-1996
Skills
- Remote operations
- Process documentation
- Customer service
- Relationship building
- MS Excel
- Ms Word
- Outlook
- Powerpoint
- Document preparation
- Spreadsheet grounding
- Organizational skills
- Billing
- Data entry
- Exceptional communication
- Time management
- Customer relationship management
- Problem solving
- Attention to detail
Timeline
Pharmacy Technician
PHIL Pharmacy
05.2024 - Current
Program Administration Specialist
Health Services Unit for Va. Dept of Corrections
11.2021 - 11.2024
Technical Support Representative
Explore Learning
06.2021 - 11.2021
Certified Pharmacy Technician
Option Care Home Infusion
05.2008 - 05.2021
Senior Pharmacy Technician
Walgreens
10.2004 - 05.2008
Pharmacy Technician Certificate -
School
Standard Diploma -
Hermitage High School