Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Malaika Nwankwo

Wylie,TX

Summary

Versatile and compassionate healthcare professional with over 13 years of diverse experience in care coordination, pharmacy operations, social services, and healthcare administration. Holds a Master of Health Administration and a Bachelor of Science in Social Work, with minors in Psychology and Sociology, providing a strong academic foundation. Demonstrates proven expertise in Medicare/Medicaid environments, patient benefits management, and insurance billing, along with a successful track record in member engagement, Health Risk Assessments, and addressing Social Determinants of Health. Previous roles at CVS Pharmacy and Costco Pharmacy highlight strengths in clinical operations, prescription management, and patient advocacy. Proficient in various software systems to enhance workflow optimization and quality improvement initiatives.

Overview

13
13
years of professional experience
3
3
Certification

Work History

Pharmacy Technician- Patient Benefits Management

Costco
12.2021 - 03.2023
    • Executed pharmacy operations with a strong emphasis on accuracy and efficiency, which helped ensure optimal service delivery for our customers.
    • Assisted in the preparation and dispensing of medications, ensuring adherence to safety protocols and regulatory guidelines, which provided peace of mind for patients relying on safe prescriptions.
    • Increased customer satisfaction by 15% through exceptional service, which involved actively listening to customer needs and streamlining pharmacy processes to meet those needs effectively.
    • Assisted pharmacists in preparing and dispensing medications, which streamlined the workflow and ensured timely service for customers needing their prescriptions.
    • Managed inventory levels by regularly checking stock and placing orders for medications, helping to prevent shortages and maintain a well-stocked pharmacy for members.
    • Educated customers on medication usage and best practices, which improved adherence to prescriptions and led to better health outcomes for our community members.
    • Collaborated with healthcare providers and insurance companies to resolve billing issues, helping to enhance customer satisfaction and ensuring a smoother experience for members seeking medication.

Pharmacy Technician - PBM

CVS Caremark
02.2016 - 07.2020
  • Prepared and dispensed medications, ensuring accuracy and adherence to safety protocols.
  • Assisted the pharmacist with daily operational tasks, supporting an efficient and organized pharmacy environment.
  • Delivered exceptional customer service, addressing patient inquiries and concerns with professionalism.
  • Managed daily prescription filling processes, which improved accuracy and efficiency by 20%, helping to reduce patient wait times and enhance customer satisfaction.
  • Coordinated patient benefit programs, which increased enrollment by 30% over 12 months, helping more patients access essential medications and services.
  • Collaborated with healthcare providers to streamline prior authorization processes, significantly reducing approval times by 25%, which improved patient satisfaction and adherence to treatment plans.
  • Analyzed patient data to identify trends in medication usage, which informed targeted outreach efforts and led to a 20% increase in medication adherence among high-risk populations.
  • Assisted pharmacists in providing medication counseling, ensuring patients understood their prescriptions, which contributed to better adherence and health outcomes.
  • Trained new pharmacy team members on best practices and operational procedures, helping to create a knowledgeable staff that could support pharmacy operations effectively.
  • Enhanced pharmacy workflow by assisting pharmacists with medication dispensing, labeling, and packaging.

Childcare Specialist

City House – My Friends House
03.2014 - 07.2016
  • Managed 17 children, with ages ranging from newborn to 19 years.
  • Supported the physical, emotional, and social development of children through tailored activities and interventions.
  • Collaborated with an interdisciplinary team to address the comprehensive needs of children according to individualized service plans.
  • Performed approximately 6/7 intakes per night for children of all ages.
  • Contributed to the creation and implementation of effective care strategies within the team framework.
  • Coordinated intake assessments for new children entering the program, which streamlined the onboarding process and ensured that each child received tailored support from day one.
  • Developed and maintained relationships with families, helping to foster a welcoming environment and providing them with resources that addressed their unique needs.
  • Organized training sessions for staff on best practices in child development, which improved the overall quality of care and enhanced teamwork in the facility.
  • Assisted in the planning and execution of special events such as holiday celebrations or birthday/visitations.
  • Maintained a strong understanding of child development milestones, enabling targeted support for each child''s unique learning needs.
  • Promoted healthy eating habits by preparing nutritious meals and snacks according to dietary guidelines.
  • Administered first aid when necessary, prioritizing safety at all times throughout daily routines.
  • Collaborated with colleagues to develop comprehensive lesson plans tailored to individual child needs.
  • Provided guidance during creative playtime activities, fostering imaginative thinking skills among the children in my care group.
  • Established and maintained a safe, clean, and stimulating learning environment for the children under my care.
  • Contributed to a positive team atmosphere through open communication and collaborative problem-solving efforts.
  • Implemented positive discipline techniques to manage challenging behaviors effectively.
  • Ensured adherence to licensing regulations by maintaining accurate records and documentation for inspections.
  • Organized fun field trips that enriched children''s educational experiences outside of the classroom setting.
  • Sanitized dishes, tabletops, toys, and frequently touched surfaces to prevent spreading of germs.
  • Developed age-appropriate activities and crafts to engage children.
  • Applied positive behavior management techniques to enhance social interactions and emotional development.
  • Enforced rules and managed behavior through developmentally appropriate discipline

Administrative Assistant/Social Worker (Social Work Aide – Temp)

Maxim Healthcare Solutions, University of Illinois Hospital and Health Systems
06.2013 - 10.2014
  • Conducted initial client interviews, gathered information about their needs, and helped them complete necessary forms and applications.
  • Coordinated patient transportation logistics and scheduled therapy sessions to ensure continuity of care and improve patient satisfaction.
  • Resolved patient concerns empathetically, enhancing service quality while maintaining accurate patient records and managing front office communications.
  • Connected clients with relevant community resources, such as housing, healthcare, financial assistance, and other support services.
  • Assisted with case file management, appointment scheduling, and record-keeping, ensuring that social workers have the information they need for effective case management.
  • Answered multi-line phone system, routing calls, delivering messages to staff, and greeting visitors.
  • Performed about 6 to 7 intakes and discharges daily, depending on the needs of the department or the client.
  • Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
  • Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
  • Ensured accurate record-keeping with diligent data entry and database management for vital company information.
  • Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
  • Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
  • Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
  • Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
  • Optimized calendar management for executives by scheduling appointments strategically while considering priorities and minimizing conflicts.
  • Collaborated on special projects as assigned by leadership, contributing research findings or coordinating event logistics as needed for success.
  • Boosted team productivity by managing communication channels and ensuring timely responses to inquiries.
  • Maintained inventory of office supplies and placed orders.
  • Enhanced communication within the office, establishing a weekly newsletter summarizing key updates and achievements.
  • Managed scheduling for the executive team, balancing complex calendars to ensure optimal use of time.

Retail Cashier; Sales Associate

Nordstrom Inc.
06.2010 - 09.2014
  • Achieved personal sales targets and supported team objectives through exceptional customer service.
  • Increased customer retention by 15% in my department by opening approximately 5 new rewards accounts daily and conducting personalized follow-ups.
  • Managed inventory control and executed visual merchandising to enhance the shopping experience.
  • Processed customer transactions efficiently, ensuring high levels of customer satisfaction through excellent service.
  • Consistently surpassed sales targets, achieving an average of 150% of sales goals over six consecutive months.
  • Managed stock and inventory with precision, completing tasks 25% quicker than the average associate.
  • Contributed to merchandise organization and inventory management, enhancing the visual appeal and maintenance of the sales floor.
  • Cultivated a welcoming retail environment by greeting customers warmly as they entered the premises, setting a friendly tone throughout their visit.
  • Assisted customers by answering questions and fulfilling requests.
  • Replenished sales floor merchandise and organized shelves, racks, and bins for optimal appearance.
  • Resolved customer complaints promptly and professionally, fostering a positive reputation for the store.
  • Increased sales by 20% in my department by offering advice on purchases and promoting additional products.
  • Processed credit, debit card, and cash transactions correctly and provided accurate change to avoid customer confusion or disputes.
  • Balanced cash drawer at the end of each shift, ensuring accuracy and accountability.
  • Handled high-volume sales periods with composure, maintaining efficiency during peak hours.
  • Collaborated with team members and other departments to meet daily sales targets and deliver exceptional customer service.
  • Operated POS terminals and cash drawer balancing.
  • Managed returns and exchanges efficiently, minimizing negative impacts on overall sales totals.
  • Performed end-of-shift cashout operations according to store policies, maintaining accurate counts and receipt records.

Direct Caregiver/Transportation

Community Options Inc
09.2013 - 03.2014
    • Supported individuals in developing daily living and community integration skills, ensuring adherence to Person Centered Plans and maintaining accurate case documentation.
    • Managed medication administration for 8 to 10 patients per day.
    • Established weekly schedules and accompanied individuals to appointments, while providing detailed progress reports on goal achievement.
    • Educated family members about their loved ones' conditions, empowering them to provide effective support at home.
    • Assisted clients in achieving personal goals by encouraging independence and offering guidance when needed.
    • Enhanced client well-being by providing personalized care and assistance with daily living activities.
    • Performed light housekeeping duties on a routine basis to maintain a sanitary living space for the client.
    • Provided transportation services for clients to attend appointments, run errands, or engage in social activities.
    • Continued professional development through ongoing training and educational opportunities, staying current with best practices in caregiving.
    • Contributed to a positive atmosphere within the residence by engaging clients in recreational activities and group events.
    • Adapted caregiving techniques based on each client's unique needs to provide optimal support and care.
    • Improved clients' emotional health through compassionate conversation and active listening.
    • Coordinated meal planning for specialized diets while adhering to nutritional guidelines set forth by healthcare providers.
    • Monitored clients' vital signs, reporting any changes or concerns to medical personnel promptly.
    • Ensured timely administration of medications as prescribed by physicians, reducing potential complications.
    • Collaborated with healthcare professionals to develop tailored care plans for each client.
    • Maintained confidentiality of client information following HIPAA guidelines, ensuring privacy rights were respected at all times.
    • Developed strong rapport with clients and their families, fostering trust and open communication lines.
    • Documented client progress regularly, sharing updates with healthcare teams and family members as appropriate.
    • Supported clients' physical health by assisting with exercises, mobility, and medication management.
    • Managed challenging behavior effectively through de-escalation techniques and crisis intervention strategies.
    • Promoted a safe and comfortable living environment for clients by maintaining clean and organized spaces.
    • Maintained a clean, safe, and well-organized patient environment.
    • Assisted with crisis intervention to de-escalate challenging behavior and maintain peaceful encounters.
    • Assisted disabled clients to support independence and well-being.
    • Encouraged and supported clients to participate in recreational and leisure activities to promote social interactions and reduce loneliness.
    • Monitored clients to assess and report physical and behavioral changes to supervisors.
    • Transported clients to medical and dental appointments to provide support.
    • Monitored progress and documented patient health status changes to keep the care team updated.
    • Supported daily hygiene needs of patients by assisting with bathing, dressing, dental care, and personal grooming.
    • Assisted with daily living activities, running errands, and household chores.
    • Assisted patients with bathing, grooming, dressing, and oral hygiene care both in private residences and facilities.
    • Monitored clients' overall health and well-being and noted significant changes.
    • Provided compassionate and patient-focused care to cultivate well-being.
    • Cooked meals and assisted patients with eating tasks to support healthy nutrition.

Case Manager

Mercy House Inc.
08.2012 - 12.2012
    • Oversaw client engagement processes, including intake and exit interviews, home visits, and apartment inspections, to ensure compliance with housing standards and support clients' transition to self-sufficiency.
    • Provided comprehensive social support for families, aiding in employment searches, goal-setting, and financial planning to promote successful independence.
    • Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
    • Conducted thorough assessments of clients' situations, identifying issues, goals, and necessary interventions.
    • Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
    • Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
    • Achieved positive client outcomes by developing and implementing comprehensive case management plans.
    • Advocated for client rights when interacting with external agencies or institutions, ensuring fair treatment at all times.
    • Provided crisis intervention support for clients experiencing emergencies, using appropriate techniques to de-escalate situations safely.
    • Contributed to team discussions and case conferences actively, sharing insights and expertise with colleagues to optimize client support strategies.
    • Coordinated services with other agencies, community-based organizations, and healthcare professionals to provide useful benefits to clients.
    • Developed and implemented comprehensive case management plans to address client needs and goals.
    • Improved client satisfaction by efficiently addressing concerns or grievances promptly.
    • Assisted clients in navigating housing, legal services, and public benefits to gain access to valuable resources.
    • Collaborated with multidisciplinary teams to address client needs and formulate tailored support strategies.
    • Assisted clients in setting achievable goals while providing ongoing encouragement and support throughout the process of reaching those objectives.
    • Coordinated essential services for clients, resulting in improved overall well-being and self-sufficiency.
    • Managed approximately 10-15 intake calls and referrals daily.

Education

Master of Health Administration - Health Administration

Walden University
Minneapolis, MN
01.2020

Bachelor of Science - Social Work, Minor Psychology & Sociology

Eastern Mennonite University
Harrisonburg, Virginia
04.2012

Skills

  • Microsoft Office Suite (Excel, Word, Outlook, PowerPoint, OneNote, Teams)
  • Lean Six Sigma white Belt
  • Scrum framework
  • Excel - Pivot tables
  • Attention to Details
  • Multidisciplinary team collaboration
  • Case management & Coordination
  • EPIC, AS400, Salesforce Health Cloud, EHR Systems
  • Administrative support and management
  • Organization and time management
  • Medical Billing and Insurance Verification
  • Customer Service & Member Engagement
  • Clinical Documentation & Compliance
  • Team Collaboration & Communication

Accomplishments

  • Increased customer retention 25% by delivering top-notch customer service from prescription drop-off to pick-up.
  • Improved customer service standards by 15%.
  • Reduced prescribing errors 50% by reaching out to prescribers to verify medication orders.
  • Trained 2 new pharmacy technicians on pharmacy policies, procedures and best practices.
  • Processed and filled over 300 prescriptions per day.
  • Facilitated the implementation of a new drug inventory system.

Certification

  • CPhT - Certified Pharmacy Technician
  • Professional Scrum Master I, Scrum.org - 2019
  • Lean Six Sigma White Belt.

Timeline

Pharmacy Technician- Patient Benefits Management

Costco
12.2021 - 03.2023

Pharmacy Technician - PBM

CVS Caremark
02.2016 - 07.2020

Childcare Specialist

City House – My Friends House
03.2014 - 07.2016

Direct Caregiver/Transportation

Community Options Inc
09.2013 - 03.2014

Administrative Assistant/Social Worker (Social Work Aide – Temp)

Maxim Healthcare Solutions, University of Illinois Hospital and Health Systems
06.2013 - 10.2014

Case Manager

Mercy House Inc.
08.2012 - 12.2012

Retail Cashier; Sales Associate

Nordstrom Inc.
06.2010 - 09.2014

Bachelor of Science - Social Work, Minor Psychology & Sociology

Eastern Mennonite University

Master of Health Administration - Health Administration

Walden University

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