Patricia Hernandez

• Provides clinical and operational oversight to ensure team goals are met.
• Provides direction and leadership to ensure quality, program execution and contractual requirements are met using a proactive approach to develop solutions
• Responsible for the tracking, trending of daily and monthly operational performance relating to operational metrics, quality measures and contractual requirements
• Collaborates with internal partners to develop process improvement solutions
• Oversees the call quality monitoring program as defined by the departmental guidelines
• Track and trending of the data, developing process improvement solutions to ensure high standards are met
• Responsible for direction and leadership to ensure compliance to contractual needs are met for clinical program and adverse drug event reporting
• Responds to escalation for issues requiring a higher degree of expertise or discretion to resolve
• Represents the clinical team during client audit, client engagement meetings and development of client satisfaction needs
• Responsible for developing, tracking, and trending staff performance including mentoring, productivity monitoring and coaching for success
• Corresponds with leadership team on employee/HR issues, departmental issues and any service issues involving client or legal risk issues to the company
• Continual identification of operational opportunities to gain efficiencies and improve processes to develop best practices.

• Supervised and managed HUB services for a diverse team of healthcare professionals including registered nurses, nurse case managers, non-clinical case managers, and customer service representatives at a leading Pharmaceutical Company.
• Directed and supervised team of 15 employees in daily operations.
• Supervised and evaluated call quality monitoring based on program guidelines
• Monitored adherence to pharmacovigilance guidelines for reporting Adverse Events and product quality complaints.
• Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
• Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
• Participated in recruitment efforts by interviewing prospective candidates for open positions.
• Created new strategies for improving customer service standards within the organization.
• Monitored employee productivity levels on a regular basis to identify areas of improvement.
• Monitored Key Performance Indicators per program guidelines.
• Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.

Developed and managed program process documentation.

• Inbound & Outbound Calls; supports patients/caregivers thru education after diagnosis; education of disease process, resources for support, explanation of drug therapy (setting proper expectation of treatment, side effects of therapy, titration of medication, review prescription, adherence/compliance of drug therapy.

• Documents all calls using sales force to meet requirements of management/regulatory compliance with the FDA, while utilizing critical thinking skills and capturing adverse events.

• Subject Matter Expert – assist with training/mentoring new employees and current employees, answering process questions, being a go-to person/senior nurse.

• Nurse Case management – Benefit investigations, Prior Authorization follow-ups, Appeals, and pharmacy follow-ups.

• Assist with testing new products & creating training documents for new hires.

• Utilize critical thinking & continual problem solver

• Data Entry & Fax que experience

• Chart Review for compliance of AE/PQC.

• Assists with team coaching of new and current team members

• Assists other teams in call center when low staffed.

• Takes on additional projects while completing current job duties

• Subject Matter Expert
• Played a key role in educating, supporting, and guiding new and existing staff members while responding to their questions regarding operational procedures.
• Nurse case management – Benefit investigations, prior authorization follow-ups, appeals, and pharmacy follow-ups.
• Inbound and Outbound Calls.
• Support patients/caregivers thru education after diagnosis; education of disease process, resources for support, explanation of drug therapy (setting proper expectation of treatment, side effects of therapy, titration of medication, review prescription, adherence/compliance of drug therapy for patients with Neurological Disease Process (Huntington's Disease and Tardive Dyskinesia).
• Proficiency in Salesforce Documentation.

• Provides telephonic nursing services for patients with Multiple Sclerosis.
• Support patients/caregivers thru education after diagnosis; education of disease process, resources for support, explanation of drug therapy (setting proper expectation of treatment, side effects of therapy, titration of medication, review prescription, adherence/compliance of drug therapy for patients with Neurological Disease Process.
• Maintained compliance with pharmacovigilance guidelines for reporting Adverse Events and PQC.
• Inbound, outbound and dialer system experience.

• Contract telephonic nurse for Teva Pharmaceuticals.
• Assisted patients with education of disease process and medication adherence through telephonic nursing services for a new dosage launch.
• Maintained compliance with pharmacovigilance guidelines for reporting Adverse Events and PQC.