Donald Washer
163 C Springwood Circle , Longwood,FL
Summary
Empathetic Professional with a solid background in customer service. Offering comprehensive experience in providing top-tier support, resolving complex issues and fostering client relations. Skilled at maintaining high satisfaction rates and retaining clients through effective problem solving and communication. Noted for contributing to team success by improving customer service protocols leading to increased efficiency.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Member Support Representative
Complete Health Primary Care Physicians
Volusia County, Florida
08.2019 - 04.2025
- Developed community connections as Primary Networking and Marketing Specialist. Promoted comprehensive services through targeted outreach to potential members via events within: Senior Living Centers, Religious Organizations, Hospitals, Veteran's Services, Food Banks and other areas of needed support.
- Achieved 98% patient retention by implementing the structure of manufacturer based/pharmaceutical Patient Assistance Programs (PAP) facilitating the Patient's need to obtain copay assistance for high -priced medications via available support, this action assured patient retention.
- Cultivated strong relationships with insurance agents and case workers to attract new patients throughout the year, with an emphasis on AEP/OEP and SEP timelines.
- Met with existing and prospective patients , as well as clinicians and staff, providing education on the merits of various health.
- Concierge Services: Engaged with new and existing patients through and beyond their first appointment.
Manager, Specialty Programs
Axium/Kroger Specialty Pharmacy
Lake Mary , Florida
08.2016 - 08.2019
- Creator and Operator of specialty programs in relation to patient medication copay assistance and accessibly.
- Created Hardship Program for patients that are under the poverty level
- Built job aids for global training of programs initiated, while monitoring compliance and analysis on programs.
- Achieved sales and profit objectives for targeted accounts
- Represented Pharmacy to over 25 drug assistance and foundation programs.
- Negotiated pricing agreements and distribution channels with specialty accounts for specific medications.
- Oversaw medication therapy management programs for HCV, HIV, Oncology Markets.
- Directed HUBs for specified medications in the areas of Epilepsy and MS aiding in the daily needs of 500+sales reps nationwide (Valiant).
Specialty Program Coordinator
Axium Pharmacy
Lake Mary, Florida
06.2006 - 08.2016
- Established and supervised an efficient, high-paced pharmaceutical call center for patient support.
- Contacted new and existing patients regarding medication initiation, refills, and ongoing needs.
- Initiated consultations for new patients to assess care requirements in biopharmaceuticals.
- Developed clientele for equestrian medication services to expand service reach.
Patient Care Supervisor
Axium Healthcare Pharmacy
Lake Mary, Florida
05.2003 - 05.2006
- Facilitated communication between patients and caregivers to ensure access to care and resources.
- Obtained and enrolled patients in clinical assistance programs and community resources.
- Established partnerships with medication manufacturers and 501(c)3 granting agencies to enhance patient services.
- Provided education and support to promote adherence and improve health outcomes.
New Patient Care Coordinator/Program Manager
Curascript Pharmacy
Orlando, Florida
02.2001 - 05.2003
- Generated daily reports from call center activities for management review.
Managed national accounts, providing information on new drug availability and processes.
Served as liaison between pharmacy and PAP/501(c)3 programs to enhance coordination.
Developed benefit investigation protocols to clarify eligibility and copayment responsibilities.
Facilitated medication delivery to patients while addressing educational needs and resolving issues.
Skills
- Community outreach
- Patient engagement
- Event coordination
- Market analysis
- Data management
- Customer service
- Customer data confidentiality
- Relationship building
- Cross-functional collaboration
- Direct sales
- Call documentation
- Call center operations
- Client assessment
- Customer retention strategies
- Salesforce CRM
- Medical terminology
- Customer retention
- Healthcare outreach
Certification
- Florida Notary
- Member, AIDS Nurses and Care (ANAC)
- Member, Volusia County Chamber of Commerce
- Member, Volusia County Hispanic Chamber of Commerce
Languages spoken
- Fluent English
- Fluent Spanish
References
References available upon request.
Timeline
Member Support Representative
Complete Health Primary Care Physicians
08.2019 - 04.2025
Manager, Specialty Programs
Axium/Kroger Specialty Pharmacy
08.2016 - 08.2019
Specialty Program Coordinator
Axium Pharmacy
06.2006 - 08.2016
Patient Care Supervisor
Axium Healthcare Pharmacy
05.2003 - 05.2006
New Patient Care Coordinator/Program Manager
Curascript Pharmacy
02.2001 - 05.2003
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