Crystal Angel
Glendale,AZ
Summary
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker and consensus builder.
Overview
12
12
years of professional experience
1
1
Certificate
Work History
Clinical Programs Team Lead
Humana INC
04.2020 - 10.2022
- Managing and mentoring team of 15 associates.
- Fostered staff development and competency through supervision, coaching, training and team meetings.
- Oversee campaign workflow, for Medication Therapy Management, UM Ultra, and Site of Care.
- Accomplished multiple tasks within established time frames.
- On boarded new employees with training and new hire documentation.
- Cross-trained existing employees to maximize team agility and performance.
- Delivered feedback to SME team regarding employee performance and requested to set-up training with.
- Evaluate and compile data highlighting key metrics to report information, determine trends and identify methods for improving quality for campaign.
- Identified plans and resources required to meet project goals and objectives.
- Fostered relationships with other team leads to promote positive working relationships.
- Drove team success through shared vision and recognition of quality performance.
- Tracked performance and quality sending email errors to technicians as needed.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Initiated timely response to emails, chats and written correspondence.
- Coordinated weekly meetings for internal and external groups.
- Provided constructive criticism regarding quality assurance on collections team phone calls.
- Evaluated employees' strengths and assigned tasks based upon experience and training.
- Interviewed qualified applicants (internal and external)
Clinical Programs MTM Workflow SME, Pharmacy Tech
Humana INC
10.2018 - 04.2020
- Created daily email report for leadership on overview of workflow, including system issues, obstacles, and production loss
- Manage calls using CMS system, delegate skill line for technicians
- Use teams chat to answer associate questions, assisting with concerns, handling supervisor calls, screen share as needed or reach out via phone to tech
- Advise relief of pharmacist and techs according to workflow (ratio)
- Assist and train associates on new phone system (Five9)Troubleshoot any connection issues, run and download speed/CAT test
- Create content for weekly meetings, host/lead meetings for technicians to give updates on processes or changes
- Send email recap of meetings and attach any documents created
- Project lead for MTM VBID program. Review weekly reports of missed consults, create spreadsheets and distribute work to technicians.
- Created training, process and procedures, and scripting documents.
- Supervised campaigns of 40 pharmacy technicians and coordinated day-to-day assignments.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Conducted training through Webex and mentored team members to promote productivity, accuracy and commitment to friendly service.
Clinical Programs Pharmacy Technician
Humana INC
10.2018 - 11.2018
- Late to Refill campaign-Outbound calls to members, assist with non-compliant medications
- Refill all available medications requested
- Faxed refill request to doctors as needed
- Review member demographics and update as needed
- Notate member profile on all call attempts
- TMR project-(targeted medication review) Review members accounts for TMR’s and fax doctor if member has not filled medication.
Clinical Programs Workflow SME, Pharmacy Tech.
Humana INC
11.2016 - 06.2018
- Manage and oversee all calls through Avaya CMS system. Relieve associates for breaks/lunch according to call volume
- Maintain ratio of pharmacist and technicians to ensure proper workflow and adherence to schedules
- Assist associates via Skype chat with call guidance, questions on process and procedures, handle supervisor calls
- Project lead for medication reconciliation-compose scripting and training documents for approval. Track progress of campaign on Excel for leadership
- Evaluated employees' strengths and assigned tasks based upon experience and training.
- Accomplished multiple tasks within established timeframes.
- Maximized performance by monitoring daily activities and mentoring team members.
- Executed regular process updates to reduce discrepancies and enhance quality improvement.
- Maximized productivity by keeping detailed records of daily progress and identifying and rectifying areas for improvement.
Customer Care Representative, RX Mentor Technician
Humana INC
05.2014 - 11.2016
- Medication Therapy Management campaign-Provide accurate and reliable information about campaign
- Assist with outbound/inbound calls offering members to speak with a pharmacist to complete a comprehensive medication review
- Responded to customer needs through competent customer service and prompt problem-solving.
- Transfer members to pharmacists when members agree and have medications available, or schedule an appointment or transfer to appropriate dept. as needed
- Head of follow up work- review fax responses from the doctor office, on recommendations sent during MTM CMR review
- Pull daily fax reports and convert into Excel spreadsheet
- Review medications changes using the RxNova system as well as mail order Epost RX system
- Closed, approved, or denied claims according to response
- Reach out to the doctor to verify fax received and/or confirm fax number
- Contact members on any changes
- Email daily work report to leadership
- Composed PowerPoint and Word documents for overview of process and training.
Item Entry Pharmacy Technician
Humana INC
05.2010 - 05.2014
- Accurately and efficiently entered prescriptions into internal system sent by mailed, faxed, or escribe
- Enter and update ICD–9 codes, allergies, and add special instructions/notes for orders
- Verify each member with three identifications to maintain HIPAA, reject script to order entry if not valid member
- Quality driven department, meet monthly DPMO and expectations
- Kept optimal quality levels to prevent critical errors and support team performance targets.
Education
Pre-requisites - Pharmacy (Pre-Pharmacy)
Maricopa Community Colleges - Glendale Community College
Glendale, AZDiploma -
Glendale High School
Glendale, AZ05.2001
Skills
- Team Leadership
- Verbal and Written Communication
- Project Management, able to prioritize tasks and workload in order of importance
- Microsoft Word, PowerPoint, Excel, One Note, Outlook
- Excellent time management and multitasking skills
- Employee Training
- Production Monitoring
- Process Improvement Initiatives
- Strong decision making and problem solving skills
- Team Member Motivation
- Team Meetings, collaborate, host, and create content
- Team player who works well with others
- Critical Thinking
- Knowledgeable with Verint, Salesforce, Five9, and Power BI
Certification
- Certified Pharmacy Technician, PTCB- 2004
- Licensed AZ State Board of Pharmacy -T005340- 2004
Timeline
Clinical Programs Team Lead
Humana INC
04.2020 - 10.2022
Clinical Programs MTM Workflow SME, Pharmacy Tech
Humana INC
10.2018 - 04.2020
Clinical Programs Pharmacy Technician
Humana INC
10.2018 - 11.2018
Clinical Programs Workflow SME, Pharmacy Tech.
Humana INC
11.2016 - 06.2018
Customer Care Representative, RX Mentor Technician
Humana INC
05.2014 - 11.2016
Item Entry Pharmacy Technician
Humana INC
05.2010 - 05.2014
Pre-requisites - Pharmacy (Pre-Pharmacy)
Maricopa Community Colleges - Glendale Community College
Diploma -
Glendale High School
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