Melanie Twining-Rakow
Tracy,CA
Summary
Twenty-Seven years of experience with Omnicare/CVS Pharmacy maintaining a strong reputation for achieving high levels of customer satisfaction and account retention with increasing profits and client acquisition. Experience in leadership role as Director of Account Management with proven leadership, operational excellence, and organizational development skills. Additional expertise in acute care emergency medicine along with Health Plan and PBM Medication Therapy Management. Strong desire to focus on account management leadership.
Overview
38
38
years of professional experience
Work History
Senior Account Manager
Cureatr
04.2022 - Current
- Work with C-Suite Level clients at Health Plans and PBMs.
- Cultivated deep knowledge of customer businesses and relationship to company objectives.
- Interact with client contacts, stakeholders, and decision-makers providing a comprehensive understanding of client operations and business needs.
- Interprets complex industry guidance and policy for the Medication Management Therapy and Complete Medical Reviews
- Oversaw multiple accounts and worked diligently to meet and exceed performance goals.
- Exceeded sales goals for accounts by onboarding new plans with existing customers.
- Work with clients and operations to achieve performance guarantees.
- Collaborated with the data engineering, product, and clinical teams to drive enterprise results.
Director of Account Management
Omnicare/CVS - CA, NV, NM, TX, KS, NE, SD, IA, MN
06.2010 - 02.2022
- Territory management and leadership development to 3 Lead Account Managers and 40 Account Mangers, in excess of 1 B in annual revenue in a Post-Acute and Senior Living setting.
- Develop the account management team to apply a growth mindset, foster agility and innovation, think and act strategically to ensure enterprise initiatives through metric accountability and workstream development.
- Provided management and leadership to the Nurse Consulting team for 3 years.
- Collaboration with executive-level teams, Operations, and Clinical teams to drive enterprise initiatives and lead the development of marketing analytics such as customer insights, retention, and loyalty.
- Project Manager/Leader-multiple complex acquisitions equating $233M in revenue.
- Co-developed Customer on-boarding process that became a company standard across the country.
- Territory realignment to produce workforce consistencies for our customer base and improvement of retention.
- Business results exceeded 95% retention goals and 13% expansion in managed districts resulting in having the only net bed positive districts in the company for 2 years.
- Contract underwriting and management including analysis, adherence, and compliance aligned with each market strategy.
- Developed customer pre-visit preparation form for the account management team for a purposeful and engaged visit, formatted into Salesforce.
IV Nurse Coordinator/Nurse Consultant
Omnicare/CVS CA, NV
09.1994 - 05.2020
- Medication pass and drug storage audits.
- In-service education on medication pass and nursing topics.
- Resource during State and Federal Surveys.
- Education of nurses on IV management and IV certification.
- Placed central and peripheral IV lines.
- Weekly QA and issue resolution.
- Oversaw the entire life cycle of assigned audits, delivering progress and closing reports to senior management and clients in accordance with departmental procedures.
Account Manager
Omnicare/CVS CA, NV
05.2000 - 06.2010
- Oversaw 140 national, regional and local accounts in Northern California and Nevada with 98% retention rate.
- Successful contract renewal with a minimum of 3-5 year contracts.
- Marketed, obtained contract signature and on-boarded new business prospects to our portfolio.
- Strong retention results by providing support, issue root cause and analysis, resolution and training resulting in minimization of risk.
- Transition and on-boarding of new customers to include project lead in local acquisitions.
- Develop and maintain and key customer contacts for strategic, regional, and local accounts.
- Focus on cost containment and utilization review with the clients.
- Work with A/R and adjudication on new initiatives and issue resolution.
- Collaboration with executive, operational and clinical consulting teams to drive enterprise and customer initiatives.
Emergency Room Supervisor
Kaiser Permanente
05.1993 - 09.1995
- Provided all aspects of direct patient care, over 5800 patients per month.
- Supervised nursing staff during the shift.
- Triage of patients to the appropriate level of care.
- Assisted in the development of CQI and unit policy and procedures.
- Provided assistance with paramedic education.
Emergency Room Manager
Coastal Community Hospital
09.1985 - 05.1993
- Oversaw the ER department and a team of multi-disciplinary professionals in a high volume, fast-paced environment.
- Manged 40 staff members.
- Managed the paramedic program in coordination with the base station.
- Maintained physician relations.
- Maintained the staffing schedule.
- Marketed to potential and current industrial medicine clients.
- In charge of the nursing and paramedic education programs.
- Oversaw the department budget.
- Managed the care of trauma and acute medical patients.
- Took part in educational activities such as the implementation of evidence based practice projects, nursing competency development, and nursing simulation activities.
Education
Nursing Administration
Cal State Dominguez Hills
Dominguez Hills, CAAssociate of Arts - Nursing
Saddleback College
Mission Viejo, CA03.1985
Skills
- Relationship building with the internal and external customer
- Salesforce
- Microsoft Office, Teams
- Google Docs, Slack
- Excell, HUB, Power Point, Jira
- Emergency Nursing and Paramedic management
- Strong account retention history
- Strong interpersonal skills
- Strong background in Title 22 and Title 9
- Exceptional customer relationships
- Strong leadership skills
- Strong project management skills
- Strong pharmacy operations knowledge
- Account management development and management
- Experience in prospecting and contracting with new business
- Excellent knowledge base of Plan and PBM MTM programs
Timeline
Senior Account Manager
Cureatr
04.2022 - Current
Director of Account Management
Omnicare/CVS - CA, NV, NM, TX, KS, NE, SD, IA, MN
06.2010 - 02.2022
Account Manager
Omnicare/CVS CA, NV
05.2000 - 06.2010
IV Nurse Coordinator/Nurse Consultant
Omnicare/CVS CA, NV
09.1994 - 05.2020
Emergency Room Supervisor
Kaiser Permanente
05.1993 - 09.1995
Emergency Room Manager
Coastal Community Hospital
09.1985 - 05.1993
Nursing Administration
Cal State Dominguez Hills
Associate of Arts - Nursing
Saddleback College
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