Heather Iannantuano
West Milford,NJ
Summary
Highly motivated professional with 14 years of experience in pharmacy which ranges from retail, privately owned, and PBM. Expert in utilizing interpersonal skills to build relationships and foster trust with patients and direct reports. Exceptional ability to manage multiple tasks and adapt quickly to changing situations. Dedicated professional with proven performance in management, leadership and communication. Detail-oriented in problem-solving and planning.
Overview
11
11
years of professional experience
Work History
Director of Clinical Concierge Services
Empirx Health
01.2024 - Current
- Interview, hire, and train new and existing staff
- Serve as the subject matter expert on Concierge department processes
- Develop and maintain SOPs
- Support day to day operations
- Oversee the clinical pharmacy technicians and member care advocates (A total of 20 people)
- Directly manage the Clinical Pharmacy Technician Manager and Member Care Advocate Manager
- Helped lead the migration of platforms for about 400,000 lives (members)
- Serve as the VP of Clinical Concierge Services point person to ensure all teams are delivering on assigned responsibilities
- Coach and professionally develop managers to drive their team to success
- Lead overall team development towards white-glove service excellence by making sure the team is handling caseload in a timely manner
- Closely collaborate with other leadership within the Concierge Services department and Call Center operations team to ensure member satisfaction or concerns are met
- Support the recruiting efforts of the team by participating in the interview process for new hires
- Ensure client assignments are allocated properly by managing teams
- Assist with escalations that cannot be handled by managers
- Monitor and ensure managing teams workload capacity and teams performance is meeting organizational KPI’s
- Monitor and ensure best practices within managing teams and best class concierge service continuity
- Process improvements
Member Care Advocate Manager
EmpiRx Health
08.2023 - 01.2024
- Manage the day to day functions of the MCA team (about 13 people)
- Communicate and coach staff with positive/negative feedback as needed
- Ensure daily processes and protocols are being followed (i.e
- Daily case management and escalations)
- Pull and assess performance reporting to ensure KPIs are being met
- Keep SOPs up to date with current and new processes
- Develop process improvements to increase effectiveness and productivity across the team
- Enhance strategy for new hires and uptraining for current staff
- Collaborate internally across other teams to ensure white glove service is being met
- Support the recruiting process by interviewing potential new hires
- Effectively support the MCA team as needed (i.e
- On escalated cases).
Member Care Advocate
Empirx Health
08.2021 - 03.2023
- Serve as an effective liaison between members, and pharmacies, prescribers, and vendors (primarily
- Handled member escalations in a professional and courteous manner
- Assisted members with their prior authorizations
- Provided members with white glove concierge services
- Serve as an effective advocate for members of assigned clients (approximately 30,000 lives) and provided extra hand holding for identified (flagged) members
- Collaborate with pharmacists internally
- Handle client requests
- Collaborate with external vendors
Director Of Sales And Marketing
Millers Pharmacy
01.2020 - 08.2021
- Cold call to doctor offices
- Managed all social media platforms
- Host in-store events and promotions
- Directly supervise and delegate tasks daily to about 6 customer service reps
- De-escalate situations involving upset patients
- Assist in the hiring process by conducting interviews
- Hold staff meetings and conduct yearly reviews
- Work in the compounding lab as needed.
Lead Pharmacy Technician
CVS Pharmacy
08.2013 - 12.2019
- Directly supervised and delegated tasks to about 12 technicians daily
- Monitored store metrics on a weekly basis
- Complete data entry and fill about 800 prescriptions on a daily basis
- Effectively prioritize tasks and organized workflows to ensure efficiency
- Resolved customer complaints
- Created the monthly schedule for all staff
- Interacted with doctors/nurses on a daily basis taking refill authorizations on patients medications
- Trained newly hired pharmacy technicians on department policies and procedures.
Education
Bachelor of Science - Communications Candidate
Drexel University
12.2023
Skills
- Communication
- Problem Solving
- Leadership
- Time Management
- Customer Service
- Conflict Resolution
- Patient Correspondence
- Customer Experience
- Operational Requirements
- Effective Management Skills
- Organization
- Ability to Work Under Pressure
- Reliability and Dedication
- Comfort with Technology and Databases
- Reporting
- Analytics
- Staff Management
- Staff Development
Additional Information
- I have been with EmpiRx Health for 3 years. I started with the company as a member care advocate and eventually grew into director of clinical concierge services. I directly managed 15 member care advocates and now oversee our clinical pharmacy technicians and our member care advocates. I am passionate about helping patients, leading teams, and developing new operational processes.
Timeline
Director of Clinical Concierge Services
Empirx Health
01.2024 - Current
Member Care Advocate Manager
EmpiRx Health
08.2023 - 01.2024
Member Care Advocate
Empirx Health
08.2021 - 03.2023
Director Of Sales And Marketing
Millers Pharmacy
01.2020 - 08.2021
Lead Pharmacy Technician
CVS Pharmacy
08.2013 - 12.2019
Bachelor of Science - Communications Candidate
Drexel University
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