Nisa Toum
Vancouver,,WA
Summary
Highly accomplished and results-driven Account Coordinator with over 7 years of experience in pharmacy benefit management. Demonstrating expertise in client relationship management and project coordination. Proven ability to effectively manage complex accounts, drive successful project outcomes, and enhance operational efficiency. Adept at building strong client relationships, leveraging data analytics, and utilizing technology to streamline workflows. Recognized as a resourceful and dependable team player who consistently exceeds expectations and delivers exceptional service. Eager to re-enter the workforce with a renewed commitment to excellence and a refined skillset after a period of personal leave dedicated to family care, self-improvement, and professional development.
Overview
7
7
years of professional experience
Work History
Account Coordinator, Pharmacy Services
Moda Health
07.2014 - 02.2019
- Supported a portfolio of large, complex client accounts, serving as the primary contact and ensuring high client satisfaction and retention.
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Analyzed client data to provide actionable insights through performance reports and managed pharmacy rebate contracts for accuracy and compliance.
- Facilitated client meetings, resolved billing discrepancies, processed invoices, and coordinated vendor payments, providing ongoing client support.
- Improved efficiency by developing and implementing process improvements, including automating reporting, resulting in faster billing cycles and enhanced client satisfaction.
- Implemented a Customer Satisfaction Survey, from design to analysis, and maintained comprehensive project documentation.
- Developed and delivered training on new processes and tools, including the implementation of SharePoint to enhance team communication and collaboration.
Rx Marketing Assistant II, Pharmacy Services
Moda Health
12.2012 - 07.2014
- Supported the development and execution of pharmacy benefit plan implementations for major clients.
- Coordinated annual open enrollment preparation and coverage, presenting plan changes and addressing member questions.
- Served as a liaison between departments to facilitate smooth collaboration on shared initiatives.
- Collaborated with creative teams to develop targeted marketing materials, increasing client engagement and satisfaction.
- Prepared, reviewed, and finalized a range of contractual and procedural documents, including contracts, amendments, statements of work, and policy & procedure documents, ensuring alignment with company standards and client agreements.
Rx Marketing Assistant I, Pharmacy Services
Moda Health
05.2012 - 12.2012
- Worked directly with Sr. Account Executives to support client retention and service objectives.
- Enhanced client communication by establishing regular check-in calls, keeping clients informed and engaged.
- Provided meeting coordination support, including scheduling, logistics, and material preparation.
- Created and analyzed operational reports, identifying trends and variances for the account management team.
Clerical Assistant, Dental Claims
Moda Health
09.2011 - 05.2012
- Provided administrative support to the Dental Claims department.
- Managed data entry and produced daily dental claims inventory reports for management and staff.
- Processed weekly and monthly productivity stats, analyzing performance guarantee results.
Education
High School Diploma -
Evergreen Highschool
Vancouver, WA06-2008
Skills
- Account Management: Client relationship building, service delivery, contract management, renewal/termination processes, complaint resolution, key account management
- Communication & Collaboration: Cross-functional team collaboration, stakeholder engagement, presentation development, written communication, conflict resolution
- Project Coordination: Project planning, timeline management, task assignment, stakeholder communication, meeting management/facilitation, documentation, project lifecycle management
- Data Analysis & Reporting: Data collection, analysis, trend identification, performance reporting, financial reconciliation, contractual guarantee monitoring, discrepancy investigation
- Process Improvement: Workflow analysis, automation implementation, problem-solving, streamlining operations, policy and procedure development
- Technical Skills: Project management software, Microsoft Office Suite, Google Suites, Windows, Mac, data analysis tools, CRM systems, communication apps
Timeline
Account Coordinator, Pharmacy Services
Moda Health
07.2014 - 02.2019
Rx Marketing Assistant II, Pharmacy Services
Moda Health
12.2012 - 07.2014
Rx Marketing Assistant I, Pharmacy Services
Moda Health
05.2012 - 12.2012
Clerical Assistant, Dental Claims
Moda Health
09.2011 - 05.2012
High School Diploma -
Evergreen Highschool
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