Jenna Muñoz
Denver,CO
Summary
Knowledgeable senior pharmacy operations specialist with strong background in operations management and insurance troubleshooting. Proven track record of optimizing workflows and implementing process improvements to enhance efficiency. Demonstrated expertise in team collaboration and problem-solving to achieve operational goals.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Senior Pharmacy Operations Specialist
Weekend Health
11.2022 - Current
- Submit and manage high-volume prior authorizations for weight loss medications (GLP-1s and other anti-obesity treatments).
- Navigate commercial insurance requirements to secure medication approvals.
- Draft and submit clinical documentation supporting medical necessity.
- Manage pharmacy operations to ensure compliance with regulatory standards and safety protocols.
- Collaborate with providers to obtain required chart notes, labs, and supporting documentation
- Track approval rates and identify trends to improve submission success
- Serve as liaison between patients, providers, and insurance companies
- Educate patients on coverage status, out-of-pocket costs, and next steps
- Addressed patient complaints promptly and professionally, working collaboratively with other healthcare professionals as needed to resolve issues satisfactorily for all parties involved.
- Handle insurance escalations, and ensuring adherence to FDA and medication regulations.
- Implemented quality assurance measures that reduced errors in medication dispensing procedures.
- Developed strategic initiatives to enhance operational efficiency and drive overall pharmacy operation's performance.
- Collaborated with healthcare professionals to streamline patient care processes and enhance communication systems.
- Led team training programs to enhance staff performance and improve customer service delivery.
- Optimized workflow processes within the pharmacy operations department to reduce wait times for patients without compromising accuracy or safety standards in prescription fulfillment.
- Collaborated with pharmacies to ensure patient's received correct medication and dosage in a timely manner.
Clinical Coordinator II
Cerebral Medical
05.2021 - 10.2022
- Oversee day-to-day relations with clients including replying to inbound messages and emails regarding prescription orders, scheduling, billing, insurance, and questions about care and emotional wellness.
- Coordinate client care by working together with a variety of different care team members such as prescribers, therapists, and care counselors for clients to receive the highest quality of care.
- Collaborating with the clinical support team and relaying information between clients and clinicians.
- Handle crisis calls.
- Provide and assist clients with documentation including, medical records, assessments, FMLA, ESA, disability accommodation, etc.
- Troubleshoot tech and insurance issues with clients.
- Troubleshoot and assist clinicians with clinical and clerical tasks.
- Promoted to second tier (senior) clinical coordinator level to assist with leading and mentoring other coordinators due to impressive metrics and patient satisfaction record.
Physical Therapist Assistant
Pivot Physical Therapy
Berlin, Maryland
08.2020 - 05.2021
- Successfully carried a full caseload of 8-10 patients per day in an outpatient setting under the supervision of a certified physical therapist.
- Utilized skills in therapeutic exercise, manual therapy, documentation, and use of modalities according to the physical therapist’s plan of care.
- Gained experience with aquatic therapy.Managed patient treatment plans to enhance recovery outcomes, achieving substantial improvements in mobility and pain management.
- Collaborated closely with physical therapists to ensure effective patient care, fostering strong communication and a cohesive treatment environment.
- Monitored patient progress through detailed documentation, enabling data-driven adjustments to therapy that led to noticeable results.
Physical Therapist Assistant, clinical affiliation
Beebe Healthcare
Lewes, Delaware
01.2020 - 04.2020
- Successfully carried a caseload of 6-8 patients per day in an inpatient setting under the supervision of a certified physical therapist assistant, along with assisting the clinical instructor with the remaining caseload.
- Utilized skills in obtaining and monitoring vital signs, assessing patient status, implemented interventions according to physical therapist’s plan of care; including, therapeutic exercise, gait and transfer training, balance training, patient education in safe DME use and collaborated with patient’s care team to provide recommendations for appropriate and safe discharge plans.
Server
Specific Gravity
Salisbury, Maryland
04.2017 - 03.2020
- Demonstrated a high level of accuracy in taking orders and delivering food, resulting in few customer complaints.
- Resolved customer complaints in a timely and professional manner, resulting in repeat customers and referrals.
- Memorized the menu and accurately answered customers' questions about menu items.
- Processed payments using a POS system, ensuring accuracy and efficient transaction processing.
- Upsold additional items when appropriate, resulting in a 33% increase in average ticket size.
- Developed and maintained a professional rapport with customers to ensure repeat business.
Physical Therapist Assistant, clinical affiliation
Nanticoke Health Services
Seaford, Delaware
05.2019 - 09.2019
- Successfully carried a caseload of at least three patients a day in an outpatient under the supervision of a certified physical therapist assistant, along with assisting the clinical instructor with the remainder of the caseload.
- Utilized skills in manual therapy, therapeutic exercise, use of modalities, documentation and patient communication.
Server
Grottos Pizza
Seaford, Delaware
02.2016 - 03.2017
- Demonstrated a high level of accuracy in taking orders and delivering food, resulting in few customer complaints.
- Resolved customer complaints in a timely and professional manner, resulting in repeat customers and referrals.
- Memorized the menu and accurately answered customers' questions about menu items.
- Processed payments using a POS system, ensuring accuracy and efficient transaction processing.
- Developed and maintained a professional rapport with customers to ensure repeat business.
Server
Buffalo Wild Wings
Salisbury, Maryland
06.2013 - 09.2014
- Demonstrated a high level of accuracy in taking orders and delivering food, resulting in few customer complaints.
- Resolved customer complaints in a timely and professional manner, resulting in repeat customers and referrals.
- Memorized the menu and accurately answered customers' questions about menu items.
- Processed payments using a POS system, ensuring accuracy and efficient transaction processing.
- Developed and maintained a professional rapport with customers to ensure repeat business.
Sales Associate
Aeropostale
Salisbury, Maryland
01.2011 - 03.2013
- Performed cashier duties in a high-volume retail environment, processing up to 120 transactions per shift.
- Developed a retail display strategy.
- Assisted in the training of new retail staff.
Education
Bachelors of Science - Biology
University of Colorado Denver
Denver, Colorado08-2024
Associate of Applied Science - Physical Therapist Assisting
Wor-Wic Community College
Salisbury, Maryland05-2020
Skills
- Problem Solving
- Adaptability
- Customer Service
- Microsoft Office
- Time Management
- Multitasking
- Communication
- Team Collaboration
- Documentation
- Regulatory Compliance
- Organizational Skills
Certification
- PTA.0014977
- Physical Therapist Assistant License — Aug 2020 - Present
Timeline
Senior Pharmacy Operations Specialist
Weekend Health
11.2022 - Current
Clinical Coordinator II
Cerebral Medical
05.2021 - 10.2022
Physical Therapist Assistant
Pivot Physical Therapy
08.2020 - 05.2021
Physical Therapist Assistant, clinical affiliation
Beebe Healthcare
01.2020 - 04.2020
Physical Therapist Assistant, clinical affiliation
Nanticoke Health Services
05.2019 - 09.2019
Server
Specific Gravity
04.2017 - 03.2020
Server
Grottos Pizza
02.2016 - 03.2017
Server
Buffalo Wild Wings
06.2013 - 09.2014
Sales Associate
Aeropostale
01.2011 - 03.2013
Bachelors of Science - Biology
University of Colorado Denver
Associate of Applied Science - Physical Therapist Assisting
Wor-Wic Community College
Honors and Awards
- Top 3% Quality Audit Performer - Cerebral Medical
- Consistently exceed expectations in quality audits and metrics - Weekend Health
- Inducted into Phi Theta Kappa International Honor Society due to GPA in physical therapist assistant program and instructor recommendations.
- Graduated with Honors for associate and bachelor degree.