Heather Austin
Summary
Pharmacy professional with comprehensive understanding of medication management and pharmaceutical care seeking to transition to Licensed Nursing Assistant. Adept at streamlining pharmacy workflows and supporting pharmacists to optimize patient outcomes. Known for strong collaboration and adaptability, ensuring seamless team operations and effective problem-solving.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Pharmacy Technician Specialist, Care Management
Point 32 Heath
07.2022 - 10.2025
- Serve as point of contact for members, providers and internal departments for pharmacy related inquiries including, but not limited to: formulary/coverage, tier/cost, prior authorization, copay assistance program, adherence solutions, or point of sale/access issues.
- Managed a diverse caseload of patients, coordinating care across multiple service lines for optimal outcomes.
- Developed, implemented and maintained referral tracking system to improve efficiency of the team.
- Perform in-home member visits to provide education and/or resolve medication related issues.
- Work cross-functionally with internal departments and external stakeholders (provider offices/pharmacies) to resolve member's pharmacy related issues and foster positive interactions.
- Create, maintain, and update documents/educational material for department meetings/trainings.
- Participate in continuing education programs to stay current on industry trends, regulations, and best practices.
Pharmacy Utilization Management Specialist
Point 32 Heath
01.2018 - 07.2022
- Processed Commercial, Medicaid & Medicare medication prior authorization requests in accordance with company policy.
- Managed internal report pertaining to formulary updates to ensure compliant medication reviews.
- Reviewed medical records meticulously to verify appropriate level-of-care determinations, reducing potential overpayments or denials.
- Promoted a culture of continuous improvement by actively participating in quality assurance initiatives and sharing best practices with colleagues.
Senior Certified Pharmacy Technician
Walgreens Pharmacy
01.2022 - 08.2023
- Monitor inventory, temperature logs and OTC merchandise, while providing excellent customer service.
- Process prescription orders, maintain appropriate documentation and filing of prescriptions.
- Resolve medication and insurance issues, manage reports and medication therapy monitoring system.
- Perform COVID testing and vaccination registration.
- Supported the development of junior pharmacy technicians through continuous training, mentorship, and performance evaluations.
Billing Specialist
West River Pharmacy
11.2015 - 11.2017
- Work in unison with the insurance company, healthcare provider, and patient to get a claim processed and paid; review and appeal unpaid and denied claims.
- Strengthened client relationships through effective communication.
- Research and resolve customer complaints quickly within company guidelines.
- Safeguarded patient confidentiality by adhering to HIPAA guidelines.
Certified Pharmacy Technician
Umass Memorial Medical Center
04.2014 - 11.2015
- Processed orders using Siemens Pharmacy software, triaged pharmacy calls, clarified orders with prescribers and delivered patient medications throughout hospital stay.
- Maintained pharmacy records, inventory of floor stocked and prepared medications, and conducted medication room inspections.
- Collaborated with nursing staff to address medication-related concerns and provide timely resolutions.
- Supported pharmacists in providing drug information to healthcare professionals, contributing to informed decision-making processes.
Certified Pharmacy Technician
Wal-Mart, Inc
05.2009 - 04.2014
- Prepare and dispense prescription medications under the supervision of Pharmacist
- Create weekly work schedules, prioritize workflow, follow company policies and procedures
- Provide supervision and developmental opportunities through training and mentoring.
Education
Certificate - Licensed Nursing Assistant
Great Bay Community College
Portsmouth12-2025
B.S. Criminal Justice -
Worcester State University
Worcester, MA12.2013
Skills
- Problem-solving skills
- Team Collaboration
- HIPAA
- Analytical Thinking
- Medical Terminology
- Professionalism
- Detail Oriented
- Critical Thinking
- Time management abilities
Certification
- Board of Nursing, New Hampshire - Licensed Nursing Assistant (LNA) - Pending examination 12/18/2025
- American Heart Association - BLS Provider - LIC# 265415259286 - Exp: 9/2027
- Pharmacy Technician Certification Board - Certified Pharmacy Technician (CPhT) - Cert# 590107010292014 - Exp: 6/30/26
- Board of Pharmacy, New Hampshire - Certified Pharmacy Technician (CPhT) - LIC# CPHT-127457 - Exp: 8/28/2027
- Board of Registration of Pharmacy, Massachusetts - Pharmacy Technician (RPhT) - LIC# PT14191 - Exp: 9/20/2027
Timeline
Pharmacy Technician Specialist, Care Management
Point 32 Heath
07.2022 - 10.2025
Senior Certified Pharmacy Technician
Walgreens Pharmacy
01.2022 - 08.2023
Pharmacy Utilization Management Specialist
Point 32 Heath
01.2018 - 07.2022
Billing Specialist
West River Pharmacy
11.2015 - 11.2017
Certified Pharmacy Technician
Umass Memorial Medical Center
04.2014 - 11.2015
Certified Pharmacy Technician
Wal-Mart, Inc
05.2009 - 04.2014
Certificate - Licensed Nursing Assistant
Great Bay Community College
B.S. Criminal Justice -
Worcester State University