Kelsey Richards

Led team of 50+ direct reports including pharmacy technicians to pharmacy managers across 24 pharmacy locations in Washington State

• Successfully rolled out pilot program for Calls in Queue for market- 90% of stores meeting goals for call back times and successful completion of any patient concerns and issues
• Successfully improved call wait time across district to less than 50 seconds of time spent reaching/on hold with pharmacies
• Improved NPS service scores to meet or exceed target across all locations
• Successfully implemented air support, or shared queue sharing across all CVS locations in Washington to improve patient wait times
• Focused on employee engagement through one on one meetings and quarterly engagement events
• Collaborated with other district leaders to schedule effectively to meet business needs
• Focused on retention and talent development of direct reports with successful promotions to district leader and field colleague trainer
• Reduced Pharmacist open positions from 10 to 1 through retention efforts and team engagement
• Directly hired pharmacists and pharmacy technicians/assistants to fill open roles in organization

• Focused on development to increase readiness for District Leader Role
• Led pharmacy team to successful store performance (rated 1st in district of 23 stores)
• Led 5 other pharmacy managers to focus on their results and development as mini district leader
• Improved district results in patient care and service

• Focused on Talent development of pharmacy technicians to Lead Technicians and Field Colleague Trainers
• Led district level projects around patient care, workflow, engagement and service
• Vaccinated patients to provide immunity against influenza, pneumonia, and other diseases.
• Recommended OTC devices or medication options to help mitigate individual symptoms.
• Evaluated patient histories to assess medication compliance and spot issues such as doctor shopping or excessive usage.
• Educated patients on possible drug interactions, potential side effects, and optimal methods of administration.

• Supported all locations in district from Renton to Vancouver Washington
• Educated patients about possible drug interactions and gave special administration instructions.
• Vaccinated patients to provide immunity against influenza, pneumonia, and other diseases.
• Achieved and maintained top customer satisfaction and retention by cultivating productive relationships with patients.
• Closely monitored department performance metrics.

• Vaccinated patients to provide immunity against influenza, pneumonia, and other diseases.
• Prepared packaging and labels for prescriptions, verifying accuracy of dosage, side effects, interactions, and refill instructions.
• Provided friendly customer service at drop-off and pick-up counters.
• Counseled patients on new medications and OTC products.

• Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
• Performed various pharmacy operational activities with strong commitment to accuracy, efficiency, and service quality.
• Entered and processed patients' prescriptions into internal system.
• Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems, and locating items.