Lisa Vanhoy

In her role as Senior Program Manager, Lisa has a broad scope of influence that has resulted in improved customer service and experience, increased profitability, and internal efficiency and framework to continue to grow the Amazon Pharmacy business. Lisa has controllership over the pharmacy third party payer reimbursement program ensuring optimal reimbursement. This includes ownership of contract management, expected reimbursement analysis and trending, and billing exception trending and analytics. Lisa also oversees strategic management of Usual and Customary pricing, has ownership of the internal pharmacy insurance data programs, and serves as a strategic business advisor to technical and product teams.

Managing the client relationship for Pharmacy Performance Analytics suite of services, Lisa established strong relationships with retailers and health systems to promote a high NPS score. Lisa's proven ability to recognize and extract critical indicators from large and complex data sets provided relevant and actionable recommendations for clients to make educated business decisions that result in increased revenue. Lisa designed and built dashboards in analytics tools, using broad sets of client and industry benchmark data for visualization, trending, and profitability analysis. With a strong understanding of the nature of the retail pharmacy industry, PBM contracting, and negotiations, Lisa served as the subject matter expert to both external clients and internal users.

Lisa applied professional accounting knowledge and judgement to manage payment exceptions for retail and health system pharmacy clients; recommending solutions and business rules to maintain the health of the pharmacy's accounts receivable. By monitoring and reviewing payment and claims data, Lisa identified trends and opportunities for operational efficiency within client pharmacy organizations. Lisa provided financial reporting, quarterly business reviews, and ad hoc analysis at client request, as well as participated in regularly scheduled feedback and information exchange sessions with key business partners.

Lisa served as the primary point of contact for retail and health system pharmacy clients; facilitating and leading conference calls with the client team and Inmar account team. Client specific action plans were managed and maintained to ensure that all client concerns are addressed in a timely fashion. Training was provided at on-boarding and ongoing as needed. Effectively managed unapplied payments to maintain health of the client's pharmacy AR. Increased customer satisfaction ratings through proactive and actionable resolutions to questions, concerns, or challenges.

Served as the primary liaison between the patient and pharmacist, ensuring patient satisfaction with pharmacy services. Responsible for maintaining inventory levels in 24hr pharmacy dispensing 150K claims annually. Analyzed inventory activity reports and reconciled vendor invoices for payment. Resolved third party processing issues to meet promise times for dispensing. Scheduled and supervised 11 pharmacy technicians.

Responsible for all store accounting, including banking, sales reporting and weekly payroll. Market and merchandise inventory to promote increased revenue and profitability. Analyzed P&L statements to ensure reduction in shrink. Managed human resource decision making process, including interviewing and hiring new employees for front store and pharmacy. Organized weekly work schedule based on budgeted hours and sales forecasts.