Hannah Aiken
South Jordan,UT
Summary
Dynamic Certified Pharmacy Technician (CPhT) with a proven track record at CVS Pharmacy and MotivHealth Insurance, enhancing team performance and ensuring regulatory compliance. Leveraged staff development and complex problem-solving skills to reduce employee turnover and boost productivity. Demonstrates exceptional multitasking abilities and a commitment to maintaining confidentiality and HIPAA standards. Quality-driven Team Trainer dedicated to maximizing team effectiveness. Skilled at learning new information quickly and adapting to changing conditions. Open and clear communicator with disciplined execution.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Pharmacy Team Trainer and Auditor
MotivHealth Insurance
01.2023 - Current
- Led by example in all aspects of work, instilling a strong sense of professionalism and dedication within the team.
- Trained other employees in customer service, policies, procedures, and performance requirements.
- Improved team performance with regular evaluations, constructive criticism, and targeted coaching sessions.
- Delivered feedback to decision-makers regarding employee performance and training needs.
- Set positive example for team members by providing high-quality, efficient service.
- Cross-trained existing employees to maximize team agility and performance.
- Trained new employees in specific job requirements.
- Maintained current knowledge of all team position requirements.
- Cultivated a supportive atmosphere during training sessions, emphasizing the importance of teamwork and collaboration.
- Collaborated closely with management to identify areas for improvement within the training program, leading to more efficient results.
- Reduced employee turnover rate by providing consistent support and feedback to team members.
- Maintained thorough documentation of each employee''s progress throughout their training journey, allowing for easy reference during evaluations or promotion considerations.
- Ensured all training content aligned with company goals and values, promoting a strong company culture among team members.
- Enhanced team productivity by implementing effective training programs and monitoring progress.
- Implemented new training strategies to address skill gaps in the team, resulting in improved overall performance.
- Continuously sought to update and refine training materials based on employee feedback, promoting a culture of continuous improvement.
- Tracked employee progress throughout their training journey, adjusting course material as necessary for optimal learning outcomes.
- Studied crew members during work shift to provide feedback and guidance in improving performance.
- Designed and executed training programs for new and existing crew members to provide knowledge, skills and techniques in performing tasks.
- Liaised with other departments to coordinate training activities and resolve any issues or concerns.
- Provided coaching and mentoring to employees.
- Established and maintained quality control standards.
- Trained and mentored ≥ 15 new personnel hired to fulfill various roles.
- Wrote training documents for pharmacy team employees and intake and case management positions according to strict company guidelines and MotivHealth pharmacy team protocols.
- Facilitated virtual, in-person and blended learning sessions.
- Maintained confidentiality, handling sensitive information discreetly throughout all stages of the audit process.
- Provided detailed documentation on audit findings, facilitating swift corrective action when necessary.
- Ensured compliance with regulatory requirements by performing regular audits and staying up-to-date on industry standards.
- Planned and executed follow-up audits at appropriate intervals.
- Performed observations and evaluated supporting documents to supplement audit findings.
Pharmacy Case Manager
MotivHealth Insurance
03.2022 - 01.2023
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
- Enhanced communication between clients and providers through consistent follow-ups and progress updates.
- Achieved positive client outcomes by developing and implementing comprehensive case management plans.
- Advocated for client rights when interacting with external agencies or institutions, ensuring fair treatment at all times.
- Provided crisis intervention support for clients experiencing emergencies, using appropriate techniques to de-escalate situations safely.
- Contributed to team discussions and case conferences actively, sharing insights and expertise with colleagues to optimize client support strategies.
- Participated in regular professional development opportunities to stay current on best practices within the field of case management.
- Strengthened relationships with community organizations to increase access to supportive resources for clients in need.
- Referred clients to appropriate team members, community agencies and organizations to meet treatment needs.
- Provided leadership, guidance and support to staff members.
- Partnered with local organizations to expand access to social and community services.
- Researched best practices and developed strategies to improve program outcomes.
Pharmacy Intake Specialist
MotivHealth Insurance
10.2021 - 03.2022
- Answered phone calls and provided new clients with required paperwork to initiate service.
- Increased customer satisfaction with timely follow-ups, ensuring all necessary documentation was collected and processed promptly.
- Completed intake assessment forms and filed clients' charts.
- Maintained high levels of accuracy and compliance in data entry, ensuring all information was correctly entered into the required systems.
- Assisted clients with complex situations by providing clear guidance on the intake process and available services, resulting in increased understanding and engagement.
- Provided compassionate support to clients during the intake process, offering reassurance and understanding in times of distress.
- Ensured client confidentiality by adhering to strict privacy policies when handling sensitive information during the intake process.
- Supported team members through collaborative problem-solving, leading to enhanced productivity and overall workplace morale.
- Consistently met or exceeded performance metrics, demonstrating a strong commitment to delivering exceptional service within the Intake Specialist role.
- Streamlined intake systems, resulting in reduced errors and improved speed.
- Demonstrated adaptability when faced with changing circumstances or new challenges within the role, maintaining consistent performance levels under pressure.
- Educated clients about available resources within the organization, empowering them to make informed decisions regarding their care options.
Certified Pharmacy Technician
CVS Pharmacy, Retail
06.2017 - 10.2021
- Stocked, labeled and inventoried medication to keep accurate records.
- Consulted with insurance company representatives to complete claims processing, resolve concerns and reconcile payments.
- Completed paperwork, entering prescription and insurance or billing information into patient profiles.
- Maintained proper drug storage procedures, registries, and records for controlled drugs.
- Maintained drug inventory levels by ordering necessary medications and supplies.
- Worked with computerized and automated systems for dispensing medications and editing new patient profiles.
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Trained new pharmacy technicians on proper procedures and best practices, ensuring consistent quality of service.
- Helped pharmacist clear problematic prescriptions and address customer questions to keep pharmacy efficient.
- Resolved non-routine issues like third-party billing, computer system, and customer service issues.
- Managed insurance billing and claims processing, streamlining the reimbursement process for patients and pharmacy.
- Performed regular audits to maintain compliance with state regulations and company policies.
- Developed a systematic approach to organize medications, reducing errors and improving efficiency in the workflow.
- Identified areas for improvement in workflow processes and implemented changes that led to increased efficiency within the pharmacy.
- Promoted teamwork among pharmacy staff, fostering a collaborative environment for improved productivity.
- Supervised junior technicians, providing guidance on best practices in pharmaceutical processes and procedures.
Volunteer
The Church Of Jesus Christ Of Latter-day Saints
09.2019 - 03.2020
- Used strong interpersonal communication skills to convey information to others.
- Represented organization positively and professionally while providing community with much-needed services.
- Mentored new volunteers, fostering a supportive and inclusive team environment.
- Supported public relations efforts by representing the organization at various community events, building positive relationships with potential supporters.
- Guided troubled individuals to tools and resources necessary for healing.
- Coordinated and managed volunteer activities for community service projects.
- Led group discussions and activities to meet different community needs.
Pharmacy Technician Extern
CVS Pharmacy, Retail
11.2016 - 06.2017
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Counted, measured, and compounded medications following standard procedures.
- Resolved non-routine issues like third-party billing, computer system and customer service issues.
- Reviewed and verified customer information and insurance provider information.
- Maintained proper drug storage procedures, registries, and records for controlled drugs.
- Communicated with patients to collect information about prescriptions and medical conditions or arrange consultations with pharmacists.
- Located and measured medications according to prescription information, making modifications as instructed by pharmacists and providers.
Sales Associate
JCPenney
08.2016 - 06.2017
- Helped customers locate products and checked store system for merchandise at other sites.
- Prepared merchandise for sales floor by pricing or tagging.
- Implemented up-selling strategies such as recommending accessories and complementary purchases to boost revenue.
- Solved customer challenges by offering relevant products and services.
- Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.
- Maintained customer satisfaction with quick and professional handling of product returns.
- Achieved perfect attendance and on-time record.
Education
No Degree - General Studies
Salt Lake Community College
Salt Lake City, UTNo Degree - General Studies
Southern Utah University
Cedar City, UTHigh School Diploma -
Herriman High School
Herriman, UT06.2017
No Degree - Pharmacy Technician Certification
Jordan Applied Technology Center
West Jordan, UT06.2017
Skills
- Certified Pharmacy Technician (CPhT)
- Confidentiality and HIPAA
- New Hire Onboarding
- Staff Development
- Employee Training
- Quality Control
- Project Planning
- Regulatory Compliance
- Multitasking and Prioritization
- Efficient and Detail-Oriented
- Complex Problem-Solving
- Verbal and Written Communication
Certification
- CPhT - Certified Pharmacy Technician
- Immunization Training
- First Aid/CPR Certified
Volunteer Experience
Volunteered as a religious missionary in Rio de Janeiro, Brazil from Sept. 2019-March 2020
- Gained proficiency in the Portuguese language.
- Curated a mindset of hard work and determination.
Languages
English
Native or Bilingual
Portuguese
Limited Working
Timeline
Pharmacy Team Trainer and Auditor
MotivHealth Insurance
01.2023 - Current
Pharmacy Case Manager
MotivHealth Insurance
03.2022 - 01.2023
Pharmacy Intake Specialist
MotivHealth Insurance
10.2021 - 03.2022
Volunteer
The Church Of Jesus Christ Of Latter-day Saints
09.2019 - 03.2020
Certified Pharmacy Technician
CVS Pharmacy, Retail
06.2017 - 10.2021
Pharmacy Technician Extern
CVS Pharmacy, Retail
11.2016 - 06.2017
Sales Associate
JCPenney
08.2016 - 06.2017
No Degree - General Studies
Salt Lake Community College
No Degree - General Studies
Southern Utah University
High School Diploma -
Herriman High School
No Degree - Pharmacy Technician Certification
Jordan Applied Technology Center
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