Summary
Overview
Work History
Education
Skills
Timeline
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Mary Williams

Ocoee,FL

Summary

Talented Manager with expert team leadership, planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.


Overview

18
18
years of professional experience

Work History

Manager, Specialty Customer Service

CVS Specialty Pharmacy
06.2020 - Current
  • Increased team productivity by implementing streamlined processes and effective communication strategies.
  • Achieved departmental goals by developing and executing strategic plans and performance metrics.
  • Reduced operational costs through comprehensive process improvement initiatives and resource management.
  • Launched new products and services with thorough market research, leading to increased revenue growth.
  • Facilitated successful cross-functional collaborations for the completion of key projects, fostering strong working relationships among team members.

Pharmacy Operations Manager

Aetna Specialty Pharmacy
06.2014 - 06.2020
  • Responsible for group of PSR's that handled inbound and outbound calls regarding delivery confirmation of new and refill prescriptions for our members and providers.
  • Oversaw for the call management department with responsibilities for forecasting volumes, creation of schedules and managing the auto dialer to make automated outreaches to our members that where due to refill their specialty prescription medications to ensure compliance to their treatment.
  • Managed the training department that handled all new hire onboarding, training and up skilling of colleagues.
  • Improved pharmacy efficiency by streamlining operations and implementing new call handling processes which resulted in an average decrease in call handling time by 54 seconds.
  • Improved department collaboration and working across boarders. Through weekly Collaboration meetings with the supervisors to discuss trends, challenges, staffing, current business updates, HR deadlines and requirements and the sharing of best practices across the supervisors.
  • Managed budget and resources effectively to maximize profitability while maintaining a high-quality service for patients.
  • Improved employee morale and performance through culture and employee engagement activities hosted for all pharmacy employees monthly.
  • Addressed patient complaints promptly and professionally, working collaboratively with other healthcare professionals as needed to resolve issues satisfactorily for all parties involved.
  • Spearheaded the revamp of the training department to keep up with the demands of the organization, and developing training that is adapted towards the adult learner so the training is engaging and could be tied back to the why.
  • Managed Vendor relationship with Innosource for all Pharmacy Service Representative recruiting and hiring.

Pharmacy Ops Supervisor Quality & Escalations Dept

Aetna Specialty Pharmacy
06.2012 - 05.2014
  • Improved customer satisfaction with timely response to written inquiries, addressing concerns, and finding effective solutions to meet the needs of the member and the business.
  • Reviewed, approved and processed medication and supply reships due to lost, damaged or product shortages for our pharmacy members.
  • Supervised team of auditors responsible for reviewing and grading calls for process adherence for the front line PSR's
  • Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.

Pharmacy Operations Supervisor Refill Dept.

Aetna Specialty Pharmacy
07.2006 - 06.2012
  • Increased team productivity by implementing efficient workflows, setting clear expectations, and the development of score cards for staff members.
  • Developed PSR's empathy and sense of urgency for our members needs through disease and medication training resulting in high customer service satisfaction.
  • 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.
  • Participated in the on call rotation outside of normal business hours on nights, weekends and holidays responding to calls from patients with urgent needs that could not wait until normal business hours regarding their treatments and medications.
  • Responsible for managing and running the auto dialer to make out reach calls to our patients to set up refills of their specialty medications.

Education

Liberal Arts And General Studies

Valencia College
Orlando, FL

Skills

  • Staff Development
  • Operations Management
  • Policy Implementation
  • Cross-functional Teamwork
  • Customer Service
  • Managing Operations and Efficiency
  • Teamwork and Collaboration
  • Professional and Courteous
  • Staff Training and Development
  • Task Delegation

Timeline

Manager, Specialty Customer Service

CVS Specialty Pharmacy
06.2020 - Current

Pharmacy Operations Manager

Aetna Specialty Pharmacy
06.2014 - 06.2020

Pharmacy Ops Supervisor Quality & Escalations Dept

Aetna Specialty Pharmacy
06.2012 - 05.2014

Pharmacy Operations Supervisor Refill Dept.

Aetna Specialty Pharmacy
07.2006 - 06.2012

Liberal Arts And General Studies

Valencia College

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Mary Williams