Monique Sambula
Highland,CA
Summary
Capable pharmacy team member proficient in assisting pharmacists with preparing prescriptions and meeting customer needs. Safety-oriented and well-organized with solid experience coordinating with insurance providers, prescribers and individuals to address issues. Good relationship-building and multitasking skills.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Pharmacy Technician I – Patient Care Specialist
CVS Specialty Mail Order Pharmacy
12.2018 - 08.2023
- Provided telephone support to patients receiving life sustaining specialty drug therapy
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Entered and processed patients' prescriptions into internal system.
- Consulted with insurance company representatives to complete claims processing, resolve concerns, and reconcile payments.
- Coordinated and processed new patient medication orders and reorders
- Verified insurance benefits, collected various methods of payment, obtained benefit authorizations
- Communicated with insurance companies, healthcare providers and/or internal teams to screen, identify, resolve and defer orders that have accounts receivable or clinical issues
- Ensured accuracy of specialty medication orders
- Utilized data entry skills to process specialty medications in timely manner
- Confirmed all financial and clinical expectations are being met prior to fulfillment.
- Communicated with patients to collect information about prescriptions and medical conditions or arrange consultations with pharmacists.
- Resolved third-party billing, computer system and customer service issues.
- Set up and modified patient profiles to include current medications and insurance details.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered 50 customer telephone calls promptly to avoid on-hold wait times daily.
- Met customer call guidelines for service levels, handle time and productivity.
Temp. Pharmacy Technician I - Pharmacy Service Representative
Medix Staffing, CVS Specialty Mail Order Pharmacy
08.2018 - 11.2018
- Answered 30 incoming phone calls and addressed questions from customers and healthcare providers.
- Consulted with insurance company representatives to complete claims processing, resolve concerns, and reconcile payments.
- Collected co-payments or full payments from customers.
- Communicated with patients to collect information about prescriptions and medical conditions or arrange consultations with pharmacists.
- Resolved third-party billing, computer system and customer service issues.
- Modified patient profiles to include current medications and insurance details.
- Coordinated with physicians and insurance agency representatives for speedy resolution of prescription discrepancies.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Addressed customer account discrepancies and concerns.
- Detailed payment options and explained price, receipt and billing details to customers.
- Escalated complicated customer account issues to supervisors and help desk workers.
- Processed debit and credit card and electronic check payments.
- Educated customers on company systems, form completion, and access to services.
- Met customer call guidelines for service levels, handle time and productivity.
Pharmacy Technician
Healthcare Support Staffing
04.2016 - 07.2016
- Counted and labeled prescriptions with correct item and quantity.
- Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality.
- Verified safe and secure storage of medicines and hospital supplies to minimize loss and accidents.
- Stayed up-to-date on pharmacy regulations, treatments and developments in industry research.
- Restocked and maintained Pyxis automation
- Delivered medication and iv supplies to 30 nursing stations daily
- Coordinated verification and delivery of more than 600 daily prescriptions in high-volume level 1 trauma center
Customer Service Associate
Walgreens
11.2015 - 04.2016
- Served as customer service associate assisting customers with product location, product referrals and payment transactions
- Assisted with inventory management and maintaining signage displays
- Provided reliable contributions to staffing requirements.
- Kept customer spaces clean, neat and organized for maximum appeal.
- Protected products from damage by using proper packaging and bagging techniques.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Prepared merchandise for sales floor by pricing or tagging.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Managed returns, exchanges and refunds in accordance with store policy.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Listened to customer needs and desires to identify and recommend optimal products.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Monitored customers for signs of security concerns and escalated issues to management.
Administrative Pharmacy Technician
James J. Peters Veterans Affairs Medical Center
05.2003 - 07.2015
- Served as administrative assistant to pharmacy service chief
- Performed numerous office management tasks including timekeeping, scheduling, and organizing interdepartmental communications
- Trained new employees in procedures, facility education systems and service packages
- Accurately filled and dispensed prescriptions for computerized inpatient and outpatient prescription orders under pharmacist supervision
- Organized and updated inventory and quality control logs for $20 million pharmacy budget
- Performed procedures for updating continuing education documents for staff of 67 employees in Pharmacy Program
- Resolved mechanical issues, operated and maintained automated systems (i.e Pyxis, Optifill, Omnicell, ATC machines and Checkpoint sensor system)
- Compounded and repackaged topical, sterile and bulk medications
- Provided customer service to patients, their families, medical personnel, business personnel and facility management personnel including volunteer services.
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
- Stocked, labeled, and inventoried medication to keep accurate records.
- Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems, and locating items.
- Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality.
- Maintained proper drug storage procedures, registries, and records for controlled drugs.
- Counted, measured, and compounded medications following standard procedures.
- Ordered medicines daily to replenish stock and increase inventory in anticipation of need.
- Managed opening and closing duties for pharmacy.
- Developed and implemented improvements to pharmacy organization system.
Education
GED -
New York State
New York, NY07.1991
Skills
- Scheduling and calendar management
- Office management
- Multi-line Telephone Systems
- Manual and automated medication dispensing
- Confidentiality and HIPAA
- Updating medication histories
- Team collaboration
- Technical Support
- Customer support
- Documentation and reporting
- Verbal and written communication
- Logging call information
- Proficient in Microsoft Office Suite 365
Certification
- Pharmacy Technician Certification Board (PTCB) CPhT# 2001-0498-9241-184 Exp: 07/2025
- Board of Pharmacy California State License# 153199 Exp: 12/2025
- CA State Notary: Commission# 2379564 – Term: 10/23/21 – 10/22/25
- NABP# 546615
Employment Gaps
- 07/2016, 08/2018, Medical Injuries: 2 surgeries and recovery
- 08/22/2015, Employment Search after relocating to California
Timeline
Pharmacy Technician I – Patient Care Specialist
CVS Specialty Mail Order Pharmacy
12.2018 - 08.2023
Temp. Pharmacy Technician I - Pharmacy Service Representative
Medix Staffing, CVS Specialty Mail Order Pharmacy
08.2018 - 11.2018
Pharmacy Technician
Healthcare Support Staffing
04.2016 - 07.2016
Customer Service Associate
Walgreens
11.2015 - 04.2016
Administrative Pharmacy Technician
James J. Peters Veterans Affairs Medical Center
05.2003 - 07.2015
GED -
New York State
- Pharmacy Technician Certification Board (PTCB) CPhT# 2001-0498-9241-184 Exp: 07/2025
- Board of Pharmacy California State License# 153199 Exp: 12/2025
- CA State Notary: Commission# 2379564 – Term: 10/23/21 – 10/22/25
- NABP# 546615
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