Summary
Overview
Work History
Education
Skills
Timeline
Generic

JULENA COOLEY

Maricopa,AZ

Summary

Knowledgeable Workforce Analyst and Licensed Pharmacy Technician that is successful at gathering, reviewing and modeling information to make proactive adjustments to schedules and strategies. Highly organized and skilled with excellent critical thinking, problem-solving and planning abilities. Over 3+ years of experience in Workforce Management and 6+ years of Pharmacy Benefit Management experience.

Overview

17
17
years of professional experience

Work History

Workforce Analyst

United Health Group
09.2023 - Current
  • Set and adjusted schedules to maintain optimal coverage and service levels.
  • Managed overtime, shift swaps, breaks and PTO requests.
  • Worked with management to develop strategic and tactical plans to meet different requirements including VTO allotments.
  • Auditing Agent PTO/Waitlist in IEX
  • Scheduling compliance trainings/meetings.
  • Service Now Tickets (termination requests, new hire set up, org changes.)



Workforce Planning Analyst

Magellan Health Care/Evolent Health
09.2020 - 09.2023
  • Prepared and maintained daily and monthly reports for specific clients
  • Managed real-time inbound call traffic across multiple contact center locations
  • Performed ad hoc reporting and analysis to improve overall performance of the call center and enable a strong understanding of business needs
  • Developed and implemented performance improvement strategies and plans to promote continuous improvement
  • Conducted research, gathered information from multiple sources and presented results pertaining to staffing needs
  • Service Now Tickets (Creating New User Profiles, Call Exports)
  • Creating and maintaining schedules for assigned groups
  • Hosting New Hire Presentations.
  • Optimized schedules, forecasts and other tools to present to management.

Stone And Barrel. Blue Star Resort Co
10.2018 - 08.2020
  • Created orders, documented special requests, and followed up with kitchen personnel to foster top-quality service and minimize complaints
  • Kept register accurate through correct billing, payment processing and cash management practices
  • Worked with POS system to place orders, manage bills and handle complimentary items for dissatisfied customers.
  • Skilled at working independently and collaboratively in a team environment

Workforce Real Time Analyst

Express Scripts Mail Order Pharmacy
09.2017 - 10.2018
  • Handle all schedule-related requests, including PTO, VTO, shift swaps and overtime
  • Developed processes and metrics that supported achievement of the organization's business goals
  • Supported executive decision-making by reporting on metrics and recommending actionable improvements
  • Saved money by implementing cost-saving initiatives that addressed long-standing problems
  • Developed team communications and information for monthly meetings
  • Resolved IT problems, improved operations and provided exceptional client support.

Pharmacy Technician

Express Scripts Mail Order Pharmacy
04.2012 - 10.2018
  • Assisted patients in minimizing medical expenses by recommending generic alternative prescription medications
  • Set up and modified patient profiles in TMW and Mainframe to include current information such as medications and insurance details
  • Performed various pharmacy operational activities with strong commitment to accuracy, efficiency, and service quality
  • Investigated early refill requests for controlled medications
  • Maintained documentation for the Fraud, Waste, and Abuse team
  • Notified doctors if their patients were suspected of controlled medication abuse
  • Maintained knowledge of state laws regarding controlled drugs.

Pharmacy Technician

Safeway
05.2011 - 02.2012
  • Processed over 200 prescriptions per day in busy pharmacy achieving decreased customer wait times and maintaining excellent customer satisfaction
  • Calculated dosage filled prescriptions and prepared prescription labels with absolute accuracy
  • Restocked pharmacy shelves with current merchandise to drive consistent peripheral sales
  • Consulted with insurance company representatives to complete claims processing, resolve concerns and reconcile payments.

Computer Technician

Holbrook Unified School District
05.2007 - 05.2010
  • Linked computers to network and peripheral equipment, including printers and scanners
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions
  • Configured hardware, devices, and software to set up workstations for employees.

Education

Bachelor of Science - Healthcare Compliance and Regulations

Arizona State University
12.2025

Associate of Science - Business Administration and Management

Maricopa Community Colleges - Rio Salado Community College
12.2020

Pharmacy Technician Certification -

Northland Pioneer College
05.2011

Diploma - General Studies

Holbrook High School
05.2010

Skills

  • Problem Solving
  • Decision-making
  • Dependable
  • Active listening
  • Prioritizing and Time Management
  • Auditing
  • Trend Analysis
  • Data Presentation
  • Researching
  • Team Player
  • Special Projects

Timeline

Workforce Analyst

United Health Group
09.2023 - Current

Workforce Planning Analyst

Magellan Health Care/Evolent Health
09.2020 - 09.2023

Stone And Barrel. Blue Star Resort Co
10.2018 - 08.2020

Workforce Real Time Analyst

Express Scripts Mail Order Pharmacy
09.2017 - 10.2018

Pharmacy Technician

Express Scripts Mail Order Pharmacy
04.2012 - 10.2018

Pharmacy Technician

Safeway
05.2011 - 02.2012

Computer Technician

Holbrook Unified School District
05.2007 - 05.2010

Bachelor of Science - Healthcare Compliance and Regulations

Arizona State University

Associate of Science - Business Administration and Management

Maricopa Community Colleges - Rio Salado Community College

Pharmacy Technician Certification -

Northland Pioneer College

Diploma - General Studies

Holbrook High School

Similar Profiles

CREATE PROFILE
JULENA COOLEY