Michelle Mace
Ramona
Summary
Operations professional with over 25 years of comprehensive pharmacy experience, including 16+ years in leadership roles, demonstrating a transformative approach to workflow optimization and regulatory compliance. for spearheading process improvements that significantly elevate service delivery standards, while fostering a culture of continuous learning and team collaboration. Committed to providing exceptional customer service while building professional relationships with patients, providers, and vendors.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Operations Supervisor
Coram CVS Specialty Infusion Services
San Diego, CA
05.2017 - Current
- Manage daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks. Driving compliance with safety protocols and significantly enhancing service delivery standards across the team.
- Perform regular audits to ensure accuracy of purchasing and delivery records. Deep research of inventory discrepancies, maintain detailed records of inventory adjustments, movements, and waste.
- Manage medication recalls and asset tracking, ensuring patient safety and regulatory compliance.
- Streamline inventory management processes, leading to noticeable improvements in stock accuracy and reduced order fulfillment times.
- Oversee logistics coordination for seamless transportation of goods between various departments and locations.
- Developed strong relationships with key customers to better understand their requirements and tailor services accordingly.
- Provide an excellent pharmacy experience by building trusting relationships with patients while scheduling their medication shipments.
- Professional interactions with patients, providers, vendors, internal, and external customers.
- Maintain open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
- Enhance team productivity by providing ongoing training, coaching, and mentoring to staff members. Foster culture of continuous improvement, leading to enhanced operational workflows and staff satisfaction. Conduct regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
- Traveled to 12 Coram CVS locations to perform site audits in order to identify areas of improvement, provided leadership training to new managers, redesigned pharmacy layouts streamline workflow processes, enhancing efficiency across departmental functions.
Operations Manager
University Compounding Pharmacy
San Diego, CA
11.2004 - 12.2016
- Oversaw pharmacy operations, driving efficiency and service excellence through strategic plans. Mentored pharmacy staff, fostering a collaborative environment that encouraged professional growth and enhanced team dynamics.
- Tracked monthly urological sales, processed CSL commission reports, general data mining, assisted with quarterly QI meetings, maintained customer concern logs, maintained service failure logs.
- Fostered a culture of continuous learning by mentoring staff, which encouraged professional growth and strengthened team cohesion. Created employee levels of advancement, created new hire training program including step by step data entry guide, created call flow guide for call center team, creating policy and procedure logs.
- Onboarding & offboarding, interviewed applicants, new hire training, daily/weekly/monthly coaching and 1 on 1's, annual evaluations, coordinated regular training sessions for pharmacy staff, enhancing teamwork and improving overall service quality.
- Conducted in-depth analysis of operational metrics, identifying key bottlenecks and implementing effective process improvements that significantly reduced customer wait times. Analyzed patient feedback to identify service gaps, leading to actionable insights that drove measurable improvements in customer satisfaction.
- Optimized pharmacy workflows to enhance prescription processing speed, resulting in substantial improvements in patient satisfaction and service delivery.
- Spearheaded opening a new pharmacy including staffing, process flow guides, training, stocking, training staff on front end and back-end workflows, patient communication, setting up shipping and receiving areas.
- Worked front end patient facing intake prescriptions, managed data entry and call center teams to ensure accuracy and timely deliveries to patient.
- Traveled to 5 anti-aging/BHRT seminars to represent the company and educate potential customers on business offerings and provide product education. Represented our business at local pharmacy technician schools by attending job fairs and educating students of our products and job opportunities.
Pharmacy Technician Instructor
United Education Institute
San Diego, CA
01.2007 - 02.2008
- Instruction & Training: Deliver lectures, conduct lab work, and provide hands-on training for pharmacy technician skills, including prescription dispensing, measurement, and labeling.
- Curriculum & Planning: Develop daily lesson plans and follow approved course syllabi to ensure students learn all necessary subject matter.
- Student Support: Advise, tutor, and mentor students, helping them succeed in their courses and prepare for certification exams.
- Record Keeping: Maintain accurate attendance and grade records for students.
- Professional Development: Stay updated on current pharmacy practices, medication safety, laws, and regulations, and participate in faculty meetings and professional growth activities.
- Compliance: Ensure students understand and can apply the regulations and policies that govern pharmacy technicians.
Education
Pharmacy Technician -
United Education Institute
Chula Vista12-1999
Skills
- Operations Management
- Data Management
- Project Management
- Workflow Optimization
- Process Improvement
- Regulatory Compliance
- Customer Engagement
- Team Leadership
Certification
- Certifications and licenses
- PTCB- PHARMACY TECHNICIAN CERTIFICATION BOARD
- Certification Number 30069510 Issue Date: 04-20-2018 Expiration Date 04-30-2026
- CA SBOP- PHARMACY TECHNICIAN LICENSE
- License Number 32334 Issue Date: 02-17-2000 Expiration Date: 02-28-2028
Timeline
Operations Supervisor
Coram CVS Specialty Infusion Services
05.2017 - Current
Pharmacy Technician Instructor
United Education Institute
01.2007 - 02.2008
Operations Manager
University Compounding Pharmacy
11.2004 - 12.2016
Pharmacy Technician -
United Education Institute