Joanna Ocasio
Winter Haven,FL
Summary
Reliable and caring Quality Outreach Specialist offering diplomatic and persuasive communication skills focused on increasing program participation and effectiveness. Skillfully meet diverse needs and address issues to maintain efficiency and program outreach. Always looking for ways to improve operations and personalize assistance. Well-organized and resourceful with detail-oriented and conscientious approach.
Overview
18
18
years of professional experience
Work History
Pharmacy Quality Outreach Specialist
EmblemHealth
05.2019 - Current
- Collaborate with quality team members and department managers to implement and improve procedural remedies.
- Handle inbound and outbound calls to members.
- Coordinate with provider offices and pharmacies to ensure medication access to members.
- Customize solutions to individual and specific member barriers.
- Streamline referral process to NHC.
- Experience with MS Office, Excel and Word applications, ESI, Salesforce, EPIC, H360, and Marx.
Pharmacy Technician/Dispensary Technician
Arrow Alternative Care
03.2015 - 05.2019
- Consulted with customers via telephone or in-person to assist with navigating pharmacy systems and completing requests.
- Ordered out of stock medications to ensure patients were taken care of accordingly.
- Checked medications for content, accuracy and completeness of all drug packaging and labeling to provide final verification of prescription.
- Dispensed medications to patients in accordance with pharmacist orders.
- Assisted pharmacist with clearing high volume of problem prescriptions and customer questions to maintain optimal team efficiency.
- Created new customer profiles and updated changes such as demographics, allergies and new medications in pharmacy computer systems.
- Entered orders into the system and filled medication orders.
- Efficiently processed cash register transactions for new and refilled prescription orders.
- Communicated extensively with patients to provide assistance, support and instructions.
- Acted as translator for pharmacists when consulting Spanish speaking patients.
- Managed inventories, rotated stock, removed expired or damaged drug products and resolved discrepancies in drug counts.
- Assisted staff members with drug inventory, purchasing, and receiving.
Customer Service Representative
Kj Brands Llc
02.2010 - 03.2015
- Managed quality communication, customer support and product representation for each client.
- Contributed to team success by filling in on cashier duties, providing product assistance, merchandising shelves and cleaning customer areas.
- Gathered information from customers and asked open-ended questions to understand needs and address quickly.
- Managed accurate and adequate cash stock and inventory balances.
Pharmacy Technician
Rite Aid Pharmacy
11.2007 - 02.2010
- Established and updated patient profiles, including lists of medications and insurance details.
- Refilled medications, provided exemplary customer service to patients, offered insight into over-the-counter products and verified insurance benefits.
- Prepared prescription transfer requests from competitor companies.
- Prepared medication labels with item name and quantity.
- Managed inventories, rotated stock, removed expired or damaged drug products and resolved discrepancies in drug counts.
Education
Associate of Applied Science - Cancer Information Management
Eastern Iowa Community College District
Davenport, IA12.2024
Skills
- Detail-oriented
- MS Office Excel and Word proficient
- Bilingual
- Problem solving
- Outreach Strategies
- Performance Improvement
- Teamwork and Collaboration
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Pharmacy Quality Outreach Specialist
EmblemHealth
05.2019 - Current
Pharmacy Technician/Dispensary Technician
Arrow Alternative Care
03.2015 - 05.2019
Customer Service Representative
Kj Brands Llc
02.2010 - 03.2015
Pharmacy Technician
Rite Aid Pharmacy
11.2007 - 02.2010
Associate of Applied Science - Cancer Information Management
Eastern Iowa Community College District
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