Nicole Chapman

• Manages a team of 18 technicians and 1 lead.
• Reviews CUIC reports for not ready times to upload for morning report to leadership.
• Analyzes reports for outbound calling along with Calabrio for accuracy to make sure technicians are in appropriate status in finesse.
• Evaluates calls in Calabrio for quality assurance improvements of technicians in different types of calls and provides feedback on areas for improvement.
• Collects several quality & data reports to determine Pharmacy technician of the month
• Uploads monthly reports from the pharmacy SharePoint for 1:1 technician/supervisor meeting to share metrics on how technician is performing in their role.
• Review of Erlang calculator to determine workload & staffing needs for different shifts.
• Creating monthly topics based off quality and education reports where staff is needing more guidance for performance improvement.
• Navigates different SharePoint's to review training from different diverse CCC pillars and analyzes reports stored for pharmacy.
• Maneuvers through Microsoft planner to keep up to date on scheduling, conducting, and joining meetings daily with staff and leadership.
• Experience and knowledge in ePerformance to conduct performance evaluations on staff.
• Reviews monthly reports and quality performance to determine the selection of pharmacy technician of the month.
• Oversees areas in new employee orientation for process changes.
• Approves and certifies employee leave in VATAS, while making sure schedule is update to match leave calendar.
• Updates and makes schedule changes for technicians when tour changes or CT/OT needs to be filled.
• Continues all tasks that were worked on and done as a detailed supervisor for 4 months before promotion as supervisor.
• Recruit, hire and train staff, providing direct supervision, ongoing staff development and continuing education to employees.
• Develope policies and procedures for effective pharmacy management.
• Establish and maintain effective communication with staff, physicians and community organizations to promote high quality patient care.
• Help pharmacist clear problematic prescriptions and address customer questions to keep pharmacy efficient.

• Detailed Supervisor for 4 months assisting with projects, meetings, management of a team of 15 technicians and process improvement
• Performs resume reviews and is on the interview panel to hire 16 new pharmacy technicians for the VISN 2 CCC
• Meets with technicians monthly for one on one meetings to go over performance metrics and monthly topic
• Assists in teaching classes for (NEO) New Employee Orientation
• Takes attendance, updates the schedule and finds coverage when needed to cover shifts by placing message in TEAMs to all pharmacy technicians
• Created a training calendar and scheduled all pharmacy technicians and supervisors for mandatory NCPS training to be completed on select dates within 1 month
• Gathers reports for different statuses in CUIC and compares them to calls in Calabrio for quality assurance
• Volunteers for projects to help improve processes in pharmacy
• Currently working on morale project to present to leadership for our Pharmacy staff
• Coaches technicians daily on quality assurance issues that may arise from phone calls, placing notes in CPRS or escalating to a pharmacist
• Addresses any problems during leadership huddles that need to be followed up on
• Gathered reports and met with ERLR regarding staff disciplinary actions
• Assists staff with troubleshooting issues with finesse, jabber, VISTA, CPRS, TEAMs, headsets and any other technical issues that may arise, also enters IT tickets for staff if needed
• Monitors TEAMs channels to make sure issues are handled in a timely manner and assists with making leadership aware if they are not
• Approves and sends emails to timekeeping on staffing tour changes, OT/CT, call outs, late arrivals and staff that need to leave early
• Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems, and locating items.

• Properly conveys MedRecs to appropriate titled staff from hospitals/provider offices and record them into CPRS
• Reports attendance daily to supervisor to make sure all staff is accounted for
• Actively watches finesse to make sure staff is taking lunches and breaks when scheduled
• Acting supervisor for a week to help with coverage
• Attended leadership meetings and listened to one-on-one meetings with staff
• Has reviewed hundreds of calls in Calabrio and has given feedback to supervisor on how the calls could have been resolved more efficiently
• Reviews reports in call center and has worked with Erlang calculator
• Reviewed leave in VATAS and watched how it is approved
• Monitors site chats to make sure issues are dealt with properly and in a timely manner
• Addressed staff issues with leave and personal requests
• Helped troubleshoot VPN, finesse issues and learned how to escalate when call center number is not working
• Taken several lead courses in TMS to better deescalate issues that may arrive and focus more on better patient care
• Answers questions from staff and assists with issues in Lead Technician chat in TEAMs
• Lead technician selected to be on the implementation committee to help work out issues for Pharmacy service for new CRM roll out
• Assists staff with troubleshooting issues with finesse, jabber, VISTA, CPRS, TEAMs, headsets and any other technical issues that may arise, also enters IT tickets for staff if needed
• Tasked with creating ice breaker games for all new hires coming into New Employee Orientation to help learn about our new staff and have a little fun between learning
• Helped pharmacist clear problematic prescriptions and address customer questions to keep pharmacy efficient.
• Communicated with prescribers to verify medication dosages, refill authorizations, and patient information.
• Answered incoming phone calls and addressed questions from customers and healthcare providers.

• Processes and submits patient requests for new prescription orders and renewals (including controlled substances) into the computer accurately using the VISTA system and Computerized Patient Record System (CPRS), thoroughly and in a timely manner. Uses approved Pharmacy Service protocols when appropriate to satisfy patient medication requests
• Actively and diligently treats all Veterans with respect and utmost dignity
• Listens to Veterans needs and offers solutions to all issues that may occur
• Seeks to solve Veteran's concerns at first contact. When required, refers to other VA resources to assist in the resolution process
• Always resolves all Veteran issues in a timely and caring manner with emphasis on providing first contact resolution
• Uses TEAMS to interact with Pharmacists & Technicians to better care for the Veteran
• Assists in training of new staff
• Maintains National Pharmacy Technician Certification
• Assists coworkers with finding resources to help with veteran care
• Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality.
• Communicated with patients to collect information about prescriptions and medical conditions or arrange consultations with pharmacists.

• Has responsibility in conjunction with Procurement Technician for all ongoing inventories of drug products and pharmaceutical supplies and their procurement
• Maintains accountability of daily purchases and coordinates receipt
• Makes individual purchases not exceeding $10,000 unless specifically authorized to do so by the Chief, Logistics Service
• Maintains an elaborate system of file retrieval. Creates and updates spreadsheets accordingly
• Utilizes the prime vendor to order mandatory source items and FSS items
• Processes outdated, unusable, and excess inventory for return to contracted pharmaceutical returns company for credit through the prime vendor
• Functions as resource person to all members of the pharmacy staff regarding inventory status and control
• Performs any duties and special projects deemed necessary by the Chief of Pharmacy, for the proper operation of the Pharmacy Service
• Managed database of vendor details and pricing information to maintain organization
• Managed time efficiently in order to complete all tasks within deadlines
• Used critical thinking to break down problems, evaluate solutions and make decisions
• Identified issues, analyzed information and provided solutions to problems

• Read and interpreted prescriptions obtained proper medication or material in the proper strength and dosage form; determined proper amount and counted, poured, or measured the medications; affixed proper label; and recorded required data on Pharmacy’s copy of prescription/order. After a final check by a pharmacist, dispensed medication in ambulatory care or discharge situations
• Assisted with inventory management and ordering of medicines
• Operated and maintained complicated pharmacy equipment
• Conducted monthly ward inspection of outpatient primary care areas as well as pharmacy housekeeping as needed
• Monitored inventory needs in-patient care areas, relayed this information to the appropriate pharmacy personal
• Input prescriptions and interchanges. When inputting prescriptions reviewed veterans service-connection to determine if veteran was eligible to receive certain medications at no charge
• Compounds and/or reconstitutes oral or external medications (non-sterile) without a second review. This includes calculating and converting to proper weights and measures the amount of drug or solution to be used
• Provide patient education on pharmacy topics such as the requesting refill process, drug information sheets, and relaying judgmental questions to the pharmacist
• Coordinated verification and filling of more than 300 daily prescriptions in a high-volume
• Coordinated verification and filling of more than 300 daily prescriptions in high-volume outpatient pharmacy environment
• Counted, measured, and compounded medications following standard procedures
• Maintained proper drug storage procedures, registries, and records for controlled drugs.
• Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems, and locating items.
• Stocked, labeled, and inventoried medication to keep accurate records.
• Answered incoming phone calls and addressed questions from customers and healthcare providers.
• Counted and labeled prescriptions with correct item and quantity.
• Performed various pharmacy operational activities with strong commitment to accuracy, efficiency, and service quality.
• Managed opening and closing duties for pharmacy.
• Prepared packaging and labels for prescriptions, verifying accuracy of dosage, side effects, interactions, and refill instructions.
• Developed and implemented improvements to pharmacy organization system.
• Monitored ordering of pharmacy medication stock to maintain streamlined inventory and low overhead.
• Precisely measured and combined ingredients to deliver scrupulous formulation on customer compound prescription orders.

• Non-commissioned Officer in Charge (NCOIC) of Pharmacy & Supply Chain

for the 865th CSH in Wilkes Barre, PA

• Developed and mentored privates and specialists, getting them on an upwardly mobile career path while teaching them drive and resilience that defines an NCO
• Taught classes to better the skills needed to perform tasks and keep Soldiers informed of changes
• Wrote and reviewed SOPs for the units training
• Assisted Officers in managing sections to make workflow smoother with reports and action plans
• Squad leader who wrote up counseling statements for lower enlisted as needed
• Managed drug and supply inventories.
• Effectively prioritized tasks and organized workflow to increase efficiency.
• Dispensed and verified patient prescription orders, conducting necessary utilization reviews.
• Performed technical processes required to dispense medications to patients.
• Displayed patient-oriented and comprehensive clinical pharmacy services and pharmaceutical care.
• Hand counted controlled medications, measured liquids and reconstituted antibiotics.
• Supervised and coached team of pharmacy technicians and trainees.

• Read and interpreted prescriptions obtained proper medication or material in the proper strength and dosage form; determined proper amount and counted, poured, or measured the medications; affixed proper label; and recorded required data on Pharmacy’s copy of prescription/order. After a final check by a pharmacist, dispensed medication in ambulatory care or discharge situations
• Assisted with inventory management and ordering of medicines
• Operated and maintained complicated pharmacy equipment
• Conducted monthly ward inspection of outpatient primary care areas as well as pharmacy housekeeping as needed
• Monitored inventory needs in-patient care areas, relayed this information to the appropriate pharmacy personal
• Input prescriptions and interchanges. When inputting prescriptions reviewed veterans service-connection to determine if veteran was eligible to receive certain medications at no charge
• Compounds and/or reconstitutes oral or external medications (non-sterile) without a second review. This includes calculating and converting to proper weights and measures the amount of drug or solution to be used
• Provide patient education on pharmacy topics such as the requesting refill process, drug information sheets, and relaying judgmental questions to the pharmacist
• Worked with sterile products and prepared IVs for hospitalized Veterans
• Ran Omnicell and filled medication carts
• Delivered medications to all inpatient areas of the hospital
• Answered phone calls from nurses and helped troubleshoot any issues they may have with carts, missing meds or Omnicell's