Michelle Smith
Chesterton,IN
Summary
Dynamic Pharmacy Manager with a proven track record at Walgreens, excelling in patient education and medication therapy management. Skilled in optimizing pharmacy operations and enhancing patient outcomes through effective multidisciplinary collaboration. Recognized for improving customer satisfaction and streamlining workflows, while fostering a high-performance team environment.
Overview
32
32
years of professional experience
1
1
Certification
Work History
Pharmacy Manager
Optum
Michigan City, IN
07.2017 - 03.2025
- Educated patients on possible drug interactions, potential side effects, and optimal methods of administration.
- Led a high-performing team of pharmacists and technicians to deliver exceptional patient care and service.
- Enhanced medication safety with thorough medication therapy management, optimizing treatment plans for patients.
- Served as a liaison between patients, families, and healthcare providers, advocating for optimal patient education opportunities and resources.
- Increased participation in wellness programs by creating engaging marketing campaigns and promotional materials.
- Collaborated with other health professionals to provide comprehensive health education services.
- Created and implemented budget and resource allocation plans to achieve cost-effectiveness and efficiency.
- Improved vaccination rates within community with targeted health education campaigns.
- Educated and trained healthcare providers on health education practices for patients.
- Served as a point of contact for employees seeking guidance on compliance matters, instilling confidence in the organization’s commitment to regulatory adherence.
- Conducted thorough reviews of medical records, identifying necessary documentation to support prior authorization requests.
- Improved patient outcomes by accurately processing prior authorization requests and collaborating with healthcare providers.
- Maintained strict confidentiality in accordance with HIPAA regulations while handling sensitive patient information during the prior authorization process.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Managed relationships with key stakeholders to ensure smooth project deliveries and overall satisfaction.
- Ordered all pharmacy supplies and kept check on inventory levels.
- Trained pharmacy interns and newly hired pharmacy technicians
Pharmacy Business Manager
Walgreens
Chesterton, IN
08.2015 - 07.2017
- Resolved patient complaints in a timely manner, ensuring a positive experience for all parties involved.
- Hired, trained and supervised employees to maintain team of high performers.
- Created and implemented policies to improve operational efficiency and patient care quality.
- Developed strong relationships with patients, fostering trust and loyalty to the clinic.
- Streamlined communication between departments, resulting in improved issue resolution and faster response times.
- Delivered high-quality products under tight deadlines through efficient resource allocation and prioritization techniques.
- Remained compliant with federal, state and municipal regulations related to safety of company and personnel.
- Attended regular meetings with client administrators to discuss clinic operations and policies.
- Successfully managed clinic budgets, optimizing resource allocation for maximum efficiency.
- Fostered a culture of accountability among staff members, instilling an unwavering commitment to delivering high-quality care services across all aspects of the organization’s operations.
- Coordinated with healthcare professionals to verify proper implementation of patient treatment plans.
- Facilitated interdisciplinary collaboration among various departments within the clinic, promoting a cohesive approach to patient care management plans.
- Boosted clinic revenue through strategic marketing and outreach efforts to local community.
- Ordered all pharmacy supplies and kept check on inventory levels.
- Discussed medical histories with patients in effort to provide most effective medical advice.
- Facilitated group classes on various aspects of diabetes management, empowering participants to make informed decisions regarding their care.
- Collaborated with multidisciplinary teams to provide coordinated care for diabetic patients, reducing hospital readmissions.
- Leveraged strong communication skills to effectively collaborate with both patients and healthcare professionals, fostering a cohesive care environment.
- Provided ongoing support for patients through follow-up appointments and phone consultations, enhancing their ability to manage their condition independently.
- Conducted assessments of newly diagnosed diabetics, identifying learning needs and establishing goals for individualized education programs.
- Designed and conducted health education surveys to assess health needs and risk factors within communities.
Pharmacy Manager
Walgreens
Portage, IN
08.1993 - 04.2014
- Educated patients on possible drug interactions, potential side effects, and optimal methods of administration.
- Monitored and managed pharmacy staff performance to maximize productivity and customer satisfaction.
- Led a high-performing team of pharmacists and technicians to deliver exceptional patient care and service.
- Trained pharmacy interns and newly hired pharmacy technicians, and newly hired pharmacists.
- Ordered all pharmacy supplies and kept check on inventory levels.
- Managed budgetary responsibilities, controlling expenses to optimize profitability without compromising quality of care.
- Cultivated a customer-centric environment within the pharmacy, fostering long-term loyalty among patients.
- Played an active role in the hiring process, identifying top talent that contributed to the team’s success in providing outstanding pharmaceutical care services.
- Spearheaded process improvement initiatives, streamlining workflows for greater productivity and efficiency.
- Helped customers improve results by recommending changes focused on lowering costs, increasing production, or adding new functionality.
- Set clear objectives and held teams accountable to high-performance expectations.
- Overcame challenging deadlines and resource limitations by reallocating personnel and focusing on priority tasks.
- Maintained team flexibility and embraced change to adapt within dynamic markets.
- Managed budgets and resources, ensuring optimal allocation towards achieving organizational objectives.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
Education
Bachelor of Science - Pharmacy
Purdue University
West Lafayette, IN05-1993
Skills
- Patient Education and Counseling
- Prior Authorization Management
- Pharmacy Operations Management
- Drug Inventory Management
- Drug Utilization Review
- Medication Therapy Management
- Pharmacy Operations
- Critical Thinking
- Multidisciplinary Team Collaboration
- Workflow Optimization
- Prescription Verification
- Performance Metrics
Accomplishments
- Collaborated with team of 25 Walgreen executives in the development of the Intercom Plus Computer System.
- Developed efficient workflow for the first pharmacy drive thru in the United States of America.
- Supervised team of 25 staff members to become the number one in the Walgreen Company in measured performance metrics.
- Documented and resolved pick-up bin issues by introducing the first Pharmacy Will Call Program in the Walgreen Company.
- Designated Emerging Leader for 20 years in the Walgreen Company.
- Indiana delegate to Walgreen’s Focus Group, Deerfield, IL.
- Director of Medication Therapy Management for Walgreen’s Indiana District and region.
- Director of Pharmacy and Therapeutics Team, Steel Family Healthcare Clinic.
- Diabetes Education Team Member, Steel Family Healthcare Center.
- Achieved perfect Compliance Review for Optum Rx.
- Opened Genoa Healthcare Pharmacy in Michigan City, IN.
- Opened Genoa Healthcare Pharmacy in Knox, IN.
- Developed Prior Authorization Procedures for Genoa Healthcare in Michigan City, IN.
- Perfect Customer Service Metrics at Genoa Healthcare in Michigan City, IN.
- Perfect Customer Service Metrics at Genoa Healthcare in Knox, IN.
Certification
- Certified Pharmacy Immunizer
- CPR Certification
Timeline
Pharmacy Manager
Optum
07.2017 - 03.2025
Pharmacy Business Manager
Walgreens
08.2015 - 07.2017
Pharmacy Manager
Walgreens
08.1993 - 04.2014
Bachelor of Science - Pharmacy
Purdue University