Summary
Overview
Work History
Education
Skills
Timeline
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Holly Swedlund

Denver,CO

Summary

Knowledgeable Workforce Management Analyst, Certified Pharmacy Technician and Patient Care Advocate with 9+ years experience in the healthcare industry. Highly organized and skilled with excellent critical thinking, problem-solving and planning abilities. Team-player attitude with a passion for helping people.

Overview

10
10
years of professional experience

Work History

Workforce Management Analyst, CPhT

Alto Pharmacy
11.2022 - 02.2024
  • Optimized workforce scheduling by analyzing historical data and identifying trends.
  • Introduced new role prioritization strategy to streamline processes for staff allocation and reduce labor costs.
  • Devised and implemented new labor sharing strategy across departments to further maximize agent productivity and improve business performance.
  • Reduced daily average call abandon rate from 40% to 20% and daily average message response time p90 from 4 hrs to 2 hrs.
  • Collaborated with team managers to ensure ongoing efficiency improvement.
  • Simultaneously supported efficient pharmacy operations by assisting with all pharmacy technician prescription processing duties and addressing patient inquiries.

Fertility Care Team Lead, CPhT

Alto Pharmacy
11.2021 - 11.2022
  • Skilled at working independently and collaboratively in a team environment, providing support and guidance wherever needed.
  • Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
  • Developed team members' skills through targeted coaching sessions, resulting in improved individual performance.
  • Optimized workflow efficiency by leading regular team meetings and discussing areas for improvement within the department.
  • Served as primary point of contact for escalated issues, speaking directly with patients, researching root cause, determining logical and fair resolutions, and following up to communicate next steps.
  • Simultaneously performed other pharmacy technician duties, directly assisting with all pharmacy operations workflows as needed.

Fertility Patient Care Specialist, CPhT

Alto Pharmacy
11.2019 - 11.2021
  • Enhanced patient satisfaction by providing timely and compassionate care.
  • Collaborated with pharmacists to resolve medication-related issues, optimizing patient outcomes.
  • Streamlined communication between patients, healthcare providers, and insurance companies for a seamless treatment experience.
  • Assisted with all pharmacy technician duties, including intake, billing, bill adjudication, prescription scheduling and fulfillment.

Compliance Officer and Records Custodian, CPhT

Cordant Health Solutions
10.2016 - 11.2019
  • Improved records organization by implementing a comprehensive filing system and maintaining accurate logs.
  • Provided excellent customer care by responding to inquiries and requests for information, maintaining a high level of confidentiality through secure handling of sensitive information.
  • Under supervision of the pharmacist, performed prescription intake, billing, bill adjudication, and prescription fulfillment.
  • Supported efficient and accurate fulfillment of high volume schedule II-V controlled substance prescriptions through operation of Eyecon Pill Counter.
  • Increased overall pharmacy productivity by restocking supplies, organizing shelves, maintaining cleanliness according to standards and participating in regular inventory audits.

Certified Pharmacy Technician

King Soopers Pharmacy
08.2014 - 10.2016
  • Enhanced patient care by accurately filling and dispensing prescriptions in a timely manner.
  • Collaborated with pharmacists to resolve medication-related issues, optimizing patient outcomes.
  • Increased customer satisfaction by delivering friendly, personalized service during transactions.
  • Trained new pharmacy technicians on proper procedures and best practices, ensuring consistent quality of service.

Education

Bachelor of Arts - Major: Biology, Minor: English

The Colorado College
Colorado Springs, CO
05.2014

Skills

  • Workforce Planning
  • Analytical and Critical Thinking
  • Performance Metrics
  • Strong Communication
  • Teamwork and Collaboration
  • Coaching and Mentoring
  • Decision Making
  • Adaptability
  • Customer Oriented

Timeline

Workforce Management Analyst, CPhT

Alto Pharmacy
11.2022 - 02.2024

Fertility Care Team Lead, CPhT

Alto Pharmacy
11.2021 - 11.2022

Fertility Patient Care Specialist, CPhT

Alto Pharmacy
11.2019 - 11.2021

Compliance Officer and Records Custodian, CPhT

Cordant Health Solutions
10.2016 - 11.2019

Certified Pharmacy Technician

King Soopers Pharmacy
08.2014 - 10.2016

Bachelor of Arts - Major: Biology, Minor: English

The Colorado College

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Holly Swedlund