Nicole Iulo

• Ensured compliance with all federal, state, local laws and company policies related to pharmacy operations.
• Collaborated with other healthcare professionals such as nurses or physicians regarding drug therapies or treatments for patients.
• Teamed with peers, technicians and pharmacists to prioritize and complete orders.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Provided cost support for patients with high copays.
• Ensured patients stay within medication adherence for their insurance companies.
• Prevented hospital stays by discussing importance of adherence with patients.

• Assisted pharmacist with clearing high volume of prescriptions and responded to customer questions.
• Teamed with peers, technicians and pharmacists to prioritize and complete orders.
• Created new customer profiles and updated demographics, allergies and new medications in pharmacy computer systems.
• Leveraged database to confirm validity of prescriptions, patient data and drug side effects.
• Attended and participated in meetings and brainstorming sessions with team members.
• Maintained accurate records and files pertaining to departmental areas of responsibility.
• Wrote procedures, reports and technical documents in easy-to-understand terminology.

• Contacted insurance carriers to obtain authorizations, notifications and pre-certifications for patients.
• Notified ordering providers of denied authorizations.
• Coordinated resolutions for issues and appealed denied authorizations.
• Scheduled peer to peer reviews for physicians to discuss medical necessity with insurance providers.
• Maintained files for referral and insurance information, entering referrals into system.
• Adhered to HIPAA requirements to safeguard patient confidentiality.
• Managed incoming telephone calls, took messages and directed callers to personnel.
• Followed all Medicare, Medicaid, HIPAA, and private insurance regulations and requirements.
• Maintained high level of professionalism when speaking to doctors and insurance companies.
• Performed detailed medical reviews of prior authorization request, following established criteria and protocols.
• Verified patient's insurance eligibility prior to appointment date for payment purposes.
• Made outbound calls to insurance companies, patients and physicians to perform eligibility checks for patients.

• Oversaw multiple accounts and worked diligently to meet and exceed performance goals.
• Communicated with clients via email, phone, online presentations, screen-share and in-person meetings.
• Cultivated new accounts and provided value-added services to existing clients to increase overall revenue.
• Implemented and facilitated operational facilities to develop customer service protocols and standards.
• Acted as main point of contact in matters relating to client concerns and needs.
• Followed up with key account business partners to maximize account potential and generate project leads.
• Established and maintained good public relations and networking within community to develop business.
• Oversaw staffing and related operations, spanning interviewing, hiring and mentoring personnel.
• Maintained availability of professional talent needed to meet business objectives.

As a senior technician it was my responsibility to maintain a sense of order while chaos happened. Job details include:

• Preparing and submitting claims to insurance companies for payment.
• Adhering to regulatory guidelines for workplace safety and customer confidentiality.
• Participating in prescription pharmaceutical and over-the-counter product inventory audits.
• Creating new customer profiles and updated changes such as demographics, allergies, and new medications in pharmacy computer systems.
• Receiving and verifying daily incoming drug inventories, reported discrepancies and logged items into inventory system.
• Compiling customer demographic, allergy and medical history background.
• Processing and filing approximately 376 prescriptions per day.
• Maintaining clean and organized pharmacy shelving and work areas.
• Managing inventories, rotating stock, removing expired or damaged drug products and resolving discrepancies in drug counts.
• Efficiently processing cash register transactions for new and refilled prescription orders.
• Maintaining current notes and paperwork related to patient drug therapy.
• Organizing medications for dispensing.
• Reporting drugs' adverse reactions.
• Monitoring supply inventory and promptly submitting replenishment orders to prevent shortages.
• Merchandising related products to drive pharmacy department sales.
• Working with insurance companies to process claims, resolve problems and obtain payments.
• Assisting pharmacist with clearing high volume of problem prescriptions and customer questions to maintain optimal team efficiency.
• Creating new customer profiles and updated information in pharmacy computer systems.
• Improving drug inventory management procedures to reduce waste and eliminate backorders or overstock.
• Entering patient and medication information into intercom plus to generate prescription labels.
• Greeting customers and answering questions regarding personal medications or over-the-counter pharmacy products to the best of my knowledge with the guidance of the pharmacist.

• Responded to emergency calls routed by the automatic distribution system.
• Used radio, telephone and computer system to update first responders with new information.
• Handled emergency phone calls calmly and obtained pertinent information with composed approach.
• Dispatched calls to relevant police, fire or medical response personnel depending on individual call situations.
• Prioritized responses to public emergency and non-emergent calls to efficiently dispatch police, fire and EMS while tracking data in real-time.
• Took caller information, read associated computer information and documented vital details in call tracking and assignment system.
• Protected company brand and improved customer satisfaction by finding creative solutions to problems arising from deliverables.
• Earned good attendance record and built reputation for being on time and ready to work.
• Maintained industry knowledge through continuing education, training and monitoring of industry publications.
• Provided excellent service and attention to customers in face-to-face encounters and through phone conversations.
• Improved operations by working with team members and customers to find workable solutions.