Laura Kennedy-Mason
Pharmacy Trainer
Stanley,NC
Summary
- Experienced Supervisor leading team members through on-time job completion. Assign tasks, train employees, provide feedback, mediate interpersonal conflicts and implement company procedures. Excellent communication and listening skills. Provide leadership and vision which drives teams to meet goals.
- Accomplished Supervisor focused on meeting customer expectations and achieving company goals. Drives success by directing high-producing teams while developing lasting employee rapport. Exceptional knowledge of cost-reduction methods and streamlining production processes.
Throughout my 20+ year career in Healthcare, I have contributed to impacting business outcomes through effective organization, prioritization, and execution of key projects. My skills and qualifications are an ideal match in all aspects of pharmacy operations and will bring immediate value. I believe strongly in my leadership and problem-solving abilities to facilitate strong support and further drive the success of my environment and teams. I do what is needed to grow myself, teach and collaborate with those around me, and succeed.
Overview
24
24
years of professional experience
Work History
Supervisor of Regional Adjudication
Omnicare, CVS Health
01.2023 - 03.2024
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Streamlined operations for increased efficiency through regular process reviews and implementing necessary changes.
- Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Established performance metrics for the team, consistently tracking progress towards goals and making adjustments as needed.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Identified operational inefficiencies and implemented corrective measures, leading to an overall increase in effectiveness.
- Facilitated collaboration between team members on projects requiring cross-functional expertise for successful outcomes.
- Cultivated strong relationships with key clients or stakeholders through consistent communication and excellent service delivery.
- Led major initiatives within the department that drove innovation or addressed critical business challenges.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Monitored workflow to improve employee time management and increase productivity.
- Evaluated employee performance and coached and trained to improve weak areas.
- Maintained compliance with company policies, objectives, and communication goals.
- Achieved results by working with staff to meet established targets.
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
- Conducted routine inspections to check quality and compliance with established specifications.
- Boosted team performance by developing customer service training materials and conducting service training.
- Generated reports detailing findings and recommendations.
- Created and managed project plans, timelines and budgets.
- Developed and updated tracking spreadsheets for process monitoring and reporting.
Billing Adjudicator
Omnicare, CVS Health
02.2022 - 01.2023
- Long Term Care claim adjudication across multiple platforms
- Extensive eligibility searches utilizing internal software and multiple external sites to find and apply patient coverage
- Liaison by phone to communicate with both, facilities and insurance plans to gather essential information and ensure compliance along with patient safety
- Collaborative team communication regarding day to day needs, plans and progress updates
- Evaluated claims by analyzing case files, conducting interviews, and reviewing relevant documentation.
- Improved claim processing times by implementing efficient workflows and prioritizing urgent cases.
- Ensured accurate determinations with meticulous research and thorough investigation of disputes.
- Reduced case backlogs by effectively managing workload and meeting strict deadlines for resolution.
- Enhanced interdepartmental communication by providing clear explanations of decisions to involved parties.
- Maintained compliance with industry regulations through diligent record-keeping and adherence to procedural guidelines.
- Mentored junior adjudicators on best practices, contributing to enhanced team performance overall.
- Continuously updated personal knowledge on relevant laws, regulations, and policies affecting the adjudication process within the jurisdiction served.
- Utilized advanced problem-solving skills to navigate complex issues and reach fair, well-reasoned decisions that withstood scrutiny during appeals or further reviews.
- Articulated opinions and binding decisions through public presentations and written documentation.
Pharmacy Technician and Coach
CVS HEALTH
06.2018 - 03.2020
- Retail pharmacy
- One on one training with new hires to include demonstration, assistance, then observation in each workflow station
- Provided expertise of pharmacy software to build confidence and fluid movement navigating screens
- Assessed knowledge and skills through questions and answers with full explanations and scope of processes
- Provided feedback to Pharmacy Management
- Travel to different locations as needed
- Attended meetings for further collaboration with other Coaches
- Served as a regular technician in a dedicated store when not providing training.
- Improved patient satisfaction by efficiently processing prescriptions and managing inventory in a timely manner.
- Enhanced pharmacy workflow by assisting pharmacists with medication dispensing, labeling, and packaging.
- Streamlined prescription processing with accurate data entry and verification of patient information.
- Reduced medication errors by diligently cross-checking medications against patients'' profiles before dispensing.
- Boosted customer loyalty by providing friendly, knowledgeable assistance on drug interactions and side effects.
- Maximized pharmacy efficiency through effective communication with staff members and adherence to procedures.
- Assisted in maintaining a clean and organized work environment, ensuring compliance with safety regulations.
- Contributed to the reduction of prescription wait times by promptly addressing refill requests and insurance authorizations.
- Aided pharmacists in preparing sterile compounding products for IV administration using aseptic techniques.
- Increased overall pharmacy productivity by restocking supplies, organizing shelves, and maintaining cleanliness according to standards.
- Facilitated seamless transitions between shifts by thoroughly documenting all relevant information for coworkers during handoffs.
- Expedited insurance claim resolutions by liaising with healthcare providers and insurance companies on patients'' behalf.
- Promoted patient confidentiality by adhering to HIPAA regulations when handling personal information during transactions.
- Proactively identified potential issues or discrepancies in medication orders, collaborating closely with pharmacists to resolve them quickly.
- Provided exceptional customer service, fostering positive relationships with both new and returning patients at the pharmacy counter.
- Assisted in training new team members on standard operating procedures to ensure consistent quality of service across the entire team.
Adherence Pharmacy Technician
Moose Pharmacy
05.2016 - 05.2018
- Community Pharmacy
- High volume of patients for Medication Adherence fulfillment
- Worked with providers for med lists, long term care facilities and caregivers to maintain medication adherence deadlines
- Cross-promoted supplement and nutritional products to maximize add-on sales
- Flagged potential drug interactions and allergies to prescribed medications for patients of all health conditions and age ranges
- Interpreted and processed medication orders under supervision of licensed pharmacists
- Checked medications for content, accuracy and completeness of all drug packaging and labeling
- Transmitted daily bulk orders to maintain inventory levels
- Improved patient satisfaction by efficiently processing prescriptions and managing inventory in a timely manner.
- Enhanced pharmacy workflow by assisting pharmacists with medication dispensing, labeling, and packaging.
- Streamlined prescription processing with accurate data entry and verification of patient information.
- Reduced medication errors by diligently cross-checking medications against patients'' profiles before dispensing.
- Boosted customer loyalty by providing friendly, knowledgeable assistance on drug interactions and side effects.
- Aided pharmacists in preparing sterile compounding products for IV administration using aseptic techniques.
- Expedited insurance claim resolutions by liaising with healthcare providers and insurance companies on patients'' behalf.
- Promoted patient confidentiality by adhering to HIPAA regulations when handling personal information during transactions.
- Proactively identified potential issues or discrepancies in medication orders, collaborating closely with pharmacists to resolve them quickly.
- Provided exceptional customer service, fostering positive relationships with both new and returning patients at the pharmacy counter.
- Assisted in training new team members on standard operating procedures to ensure consistent quality of service across the entire team.
- Optimized workflow efficiency through participation in regular team meetings discussing areas for improvement within the department.
- Ensured patient safety by strictly following drug storage guidelines, including proper temperature and light exposure control.
- Collaborated with interdisciplinary healthcare teams to provide comprehensive care for patients, addressing complex medication needs.
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
- Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems, and locating items.
- Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality.
Benefit Enrollment Representative
Randstad National Sourcing
09.2015 - 04.2016
- Customer Service Representative on the phone assisting employees with their Health and Welfare Benefits
- Processed elections for Annual Enrollment, Newly Eligible, and changes due to Life Events while answering questions about benefits in a compassionate, patient and detailed phone experience
- Acknowledgements from my customers as an attentive representative, well spoken and caring on the phone as well as knowledgeable and efficient
- Enhanced enrollment providing guidance throughout the enrollment process
- Streamlined enrollment procedures for increased efficiency and improved benefit enrollment experience
- Managed a high volume of inbound inquiries from employees, providing timely and accurate information on benefit offerings and enrollment requirements.
Project Manager
Shealy Electrical
03.2014 - 03.2015
- Handled continuous project monitoring and management, including developing forecasts, tracking expenses and approving payments
- Created project plans with established timelines for integral phases, assigned to appropriate teams, managed workflow and achieved completion deadlines on or before schedule
- Made changes to project scope and cost and implemented most effective change management processes to keep the project up-to-date.
- Streamlined project processes by implementing Agile methodologies, resulting in increased efficiency and reduced costs.
- Established effective communication among team members for enhanced collaboration and successful project completion.
- Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
- Coordinated cross-functional teams and resolved conflicts, maintaining a positive work environment throughout the project lifecycle.
- Managed risk assessments and implemented mitigation strategies to minimize potential issues during project execution.
- Delivered exceptional customer satisfaction by proactively addressing client concerns and meeting or exceeding expectations throughout the engagement process.
- Developed strong relationships with stakeholders through regular communication updates, fostering trust and confidence in the team''s ability to deliver results.
- Enhanced overall project success by conducting thorough post-project evaluations and incorporating lessons learned into future efforts.
Multiple Positions
CVS HEALTH CORPORATION
05.2000 - 09.2013
- 2000-2004 Lead Technician
- Greeted customers, answered questions regarding personal medication refills or over-the-counter pharmacy product locations and verified insurance benefits
- Received written prescriptions from patients, evaluating information for completeness and accuracy before filling
- Adhered to regulatory guidelines for workplace safety and customer confidentiality
- Compiled customer demographic, allergy and medical history background
- Assisted pharmacist with clearing high volume of prescriptions
- Communicated effectively with doctors and insurance agencies to resolve prescription cost discrepancies
- Managed inventories, rotated stock, removed expired or damaged drug products and resolved discrepancies in drug counts
- Received and verified daily incoming drug inventories, reported discrepancies and logged items into the inventory system
- Placed orders for out of stock medications, enabling patients to receive prescriptions on time
- Maintained clean and organized pharmacy shelving and work areas
- 2004-2006 District Admin/Pharmacy Scheduler
- Provided clerical support to the District Manager
- Built and maintained relationships with front store staff and Managers
- Made a weekly schedule for District Pharmacists
- Built and maintained relationships with Pharmacists
- 2006-2009 Pharmacy Technician Trainer
- Classroom Training to all levels of pharmacy support staff
- Logged, tracked, and certified all pharmacy support staff while building relationships with technicians
- Worked with Pharmacy Supervisor to provide feedback to stores on staff progress
- Built and maintained relationships with Lead Technicians
- Gave presentations on all training adherence elements at District Meetings
- 2009 Conversion Trainer in Hawai'i
- Classroom Trainer to all Longs Pharmacy personnel; over 500 participants
- Provided instruction on the RxConnect system processes to help ease the transition through conversion
- Led the island's Mail Order conversion to RxConnect and CVS procedures
- 2010-2013 - Coaching Technician
- Opened new stores with setting up the pharmacy, stocking, and staff development
- Helped challenge stores with returning overstock, hiring and training issues and provided consistency while they grew as a team.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Worked effectively in fast-paced environments.
- Managed time efficiently in order to complete all tasks within deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Excellent communication skills, both verbal and written.
- Passionate about learning and committed to continual improvement.
- Proved successful working within tight deadlines and a fast-paced environment.
- Strengthened communication skills through regular interactions with others.
- Organized and detail-oriented with a strong work ethic.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Identified issues, analyzed information and provided solutions to problems.
- Cultivated interpersonal skills by building positive relationships with others.
Education
Pursuing Bachelor's in Healthcare Administration with a focus on Leadership -
Capella University
Some College (No Degree) in Pharmacy (Pre-Pharmacy) -
Central Piedmont Community College
Some College (No Degree) in Criminal Justice -
University Of North Carolina At Charlotte
High School Diploma -
CALDWELL COMMUNITY COLLEGE
Some College (No Degree) in General Education -
Olympic High School
Skills
- Unparalleled Customer Service
- Attention to Detail
- Leadership
- Pharmacy Inventory Specialist
- Critical Thinking
- Mastery of Pharmacy Workflow Optimization
- Efficient Time Management
- Problem-Solving
- Work Ethic
- Evaluating New-Hire Performance
- Hands-on Clinical Instruction
- Process Improvement
- Data Analytics
- Schedule development
- Business Development
- Inventory Control
- Strategic Planning
- Staff Management
- Operations Management
- Priority management
- Processes and procedures
- Complex Problem-Solving
- Staff Discipline
- Project Management
- Expectation setting
- Policy Enforcement
- Staff Development
- Contract Management
- Software experience
- Training and mentoring
- Goal-Oriented
- Employee Motivation
- Process Monitoring and Improvement
- Interpersonal Skills
- Teamwork and Collaboration
- Team building
- Analytical Skills
- Time Management
- Analytical Thinking
- Multitasking Abilities
- Interpersonal Communication
- Written Communication
- Reliability
- Task Prioritization
- Audit reporting
- Disaster Recovery Planning
- Logistics Coordination
- Program Evaluation
- Adaptability
- Excellent Communication
- Professional Demeanor
- Continuous Improvement
- Professionalism
- Organizational Skills
- Quantitative skills
- Idea Development and Brainstorming
- Active Listening
Additional Information
I am a self-starter, passionate about the environment, people, and projects before me. I give everything I have to my work and it shows in my efficiency and detail. I will complete my tasks to the best of my ability and I love to learn more about everything. A key passion of mine is also teaching, coaching, and sharing my knowledge with those around me.
Timeline
Supervisor of Regional Adjudication
Omnicare, CVS Health
01.2023 - 03.2024
Billing Adjudicator
Omnicare, CVS Health
02.2022 - 01.2023
Pharmacy Technician and Coach
CVS HEALTH
06.2018 - 03.2020
Adherence Pharmacy Technician
Moose Pharmacy
05.2016 - 05.2018
Benefit Enrollment Representative
Randstad National Sourcing
09.2015 - 04.2016
Project Manager
Shealy Electrical
03.2014 - 03.2015
Multiple Positions
CVS HEALTH CORPORATION
05.2000 - 09.2013
Pursuing Bachelor's in Healthcare Administration with a focus on Leadership -
Capella University
Some College (No Degree) in Pharmacy (Pre-Pharmacy) -
Central Piedmont Community College
Some College (No Degree) in Criminal Justice -
University Of North Carolina At Charlotte
High School Diploma -
CALDWELL COMMUNITY COLLEGE
Some College (No Degree) in General Education -
Olympic High School