Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Generic

Kimberly DuVerger

Bradenton,FL

Summary

Strategic Learning and Development Professional with 20 years of experience guiding high-performing teams in pharmacy operations, healthcare services, and customer engagement. Recognized for leading cross-functional initiatives that elevate training effectiveness, streamline onboarding, and foster a culture of continuous learning. Skilled in developing scalable learning strategies, mentoring talent, and aligning development programs with organizational goals to drive measurable results.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Central Clinical Support Coordinator

Rite Aid
11.2024 - Current
  • Conduct proactive outreach on behalf of Rite Aid Pharmacy and Bartell Drugs to facilitate medication refills, schedule vaccinations, and enroll patients in predictive refill and prescription messaging programs.
  • Provide tailored support and resources to patients facing challenges with medication adherence, promoting improved health outcomes.
  • Triage incoming customer calls, directing clinical inquiries to Pharmacist Support or local pharmacies, and routing complaints or technical issues to Customer Care.
  • Serve as a peer mentor to new hires, offering guidance during orientation and cross-functional training initiatives.
  • Initiate prescriber outreach to communicate the wind-down process for prescription services in preparation for store closures or transitions.
  • Execute patient outreach campaigns, informing customers of store closures or transitions, and detailing prescription transfer logistics.

Learning & Development Specialist

Health Dialog
03.2018 - 04.2024
  • Designed and developed comprehensive training programs and instructional materials for the Pharmacy Services Team, including orientation workbooks, continuing education modules, call scripts, job aids, technical manuals, guidelines, and quality assurance documentation.
  • Facilitated engaging new hire onboarding sessions and ongoing professional development workshops to enhance team performance and service quality.
  • Managed the scheduling, coordination, and tracking of all training activities, ensuring timely delivery and alignment with organizational goals.
  • Created interactive eLearning content using tools such as Adobe Captivate, enhancing accessibility and consistency in training delivery.
  • Compiled and analyzed quality performance reports for the Medication Adherence and Medication Therapy Management programs to identify training needs and process improvements.
  • Represented the training and quality assurance function during client audits, presenting key insights and demonstrating compliance with program standards.
  • Conducted call audits to assess performance, deliver constructive feedback, and identify department training needs.

Pharmacy Services Quality Specialist

Health Dialog
01.2019 - 11.2019
  • Supported Pharmacy Management and training teams with onboarding new hires and enhancing orientation processes to ensure consistency and efficiency.
  • Monitored and evaluated customer service calls for the Pharmacy Services Team, assessing adherence to quality standards and compliance with protocols.
  • Delivered constructive, actionable feedback through written communication, phone consultations, and one-on-one coaching sessions to drive performance improvement.
  • Partnered with Pharmacy Management to identify performance gaps, analyze trends, and develop targeted improvement plans aligned with Key Performance Indicators (KPIs).
  • Contributed to the development of structured call scripting to ensure consistency, meet client expectations, and enhance customer satisfaction across service interactions.

Medication Management Coordinator

Health Dialog
03.2018 - 01.2019
  • Conducted medication adherence calls for clients including Elixir Insurance, Rite Aid Pharmacy, and pharmaceutical manufacturers such as AstraZeneca, Novo Nordisk, and Bausch Health.
  • Assessed and addressed barriers to medication adherence for patients with chronic conditions such as diabetes, hypertension, and high cholesterol, offering tailored solutions related to cost, transportation, side effects, and forgetfulness.
  • Accurately identified and reported adverse drug events in compliance with client protocols and pharmacy regulatory requirements.
  • Provided mentorship and support to new hires and temporary associates, fostering a collaborative and knowledgeable team environment.

Pharmacy Technician

Colonial Village Pharmacy
03.2015 - 12.2018
  • Supported pharmacists in a variety of pharmacy operations, including prescription data entry, insurance billing, medication dispensing, inventory management, and restocking.
  • Handled point-of-sale transactions and provided customer service at the pharmacy counter.
  • Communicated effectively with patients, insurance providers, healthcare professionals, and other pharmacies to resolve issues and ensure timely prescription fulfillment.

Data Entry Pharmacy Technician

PillPack
07.2014 - 12.2014
  • Supported pharmacists in prescription data entry, medication history review, refill requests, billing, and prior authorizations, while also providing online chat assistance.
  • Collaborated with the Director of Operations on packaging, labeling, shipping, and onboarding new hires through training support.

Customer Care Representative

Callogix
01.2014 - 05.2014
  • Provided inbound support for Blue Cross Blue Shield and CMS, assisting members with benefit and coverage inquiries, delivering online technical support, and verifying prescription drug coverage for AARP members.

Pharmacy Technician

Hannaford
04.2005 - 10.2014
  • Supported pharmacists with data entry, billing, prescription filling, cashiering, and inventory restocking while maintaining a clean, safe work environment.
  • Served as lead technician overseeing training, inventory audits, scheduling assistance, and promoting corporate discount programs such as Healthy Saver and Pet Saver for generic medications.

Education

Bachelor of Arts, (B.A.) - Philosophy

Saint Anselm College
Manchester, NH
05.2012

Skills

  • Call Center and Pharmacy Operations
  • Onboarding and New Hire Orientations
  • Training Delivery and Facilitation
  • Content Creation and Instructional Design
  • E-Learning and Technology Integration
  • Performance Analysis and Quality Assurance
  • Coaching and Mentoring
  • Customer Service and Technical Support
  • Communication and Engagement

Certification

Registered Pharmacy Technician, NH State Board of Pharmacy | July 2005 - March 2027

Timeline

Central Clinical Support Coordinator

Rite Aid
11.2024 - Current

Pharmacy Services Quality Specialist

Health Dialog
01.2019 - 11.2019

Learning & Development Specialist

Health Dialog
03.2018 - 04.2024

Medication Management Coordinator

Health Dialog
03.2018 - 01.2019

Pharmacy Technician

Colonial Village Pharmacy
03.2015 - 12.2018

Data Entry Pharmacy Technician

PillPack
07.2014 - 12.2014

Customer Care Representative

Callogix
01.2014 - 05.2014

Pharmacy Technician

Hannaford
04.2005 - 10.2014

Bachelor of Arts, (B.A.) - Philosophy

Saint Anselm College

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Kimberly DuVerger