Rachael Crace
Ontario,OH
Summary
Results-driven leader with extensive experience in team development and customer support. Focus on cross-functional collaboration to enhance operational efficiency and patient satisfaction, while driving long-term success through process improvement and effective problem resolution.
Overview
1
1
Certification
17
17
years of professional experience
Work History
Resolution Response Specialist
OptioRx
01.2026 - Current
- Investigate and resolve patient, provider, and clinic concerns related to specialty medications, ensuring timely and accurate outcomes.
- Managed medication quality, shipping, and delivery investigations; coordinated replacements and follow-ups to enhance patient satisfaction.
- Collaborated with pharmacists, clinics, and dispensing pharmacies to resolve issues and implement effective solutions.
- Document interactions and resolutions accurately in internal systems while maintaining HIPAA compliance.
- Escalate complex issues and trends to leadership and contribute to process improvement initiatives.
- Educated patients and healthcare providers on medication handling, shipping policies, and pharmacy procedures to ensure compliance and understanding.
Funding Specialist
Forbes Rehab Services
07.2025 - 12.2025
- Secured funding for projects through targeted research and identification of grant opportunities, contributing to project sustainability.
- Implemented process improvements that reduced application processing time, enhancing overall operational efficiency.
- Collaborated with interdisciplinary teams to streamline funding processes, improving service delivery effectiveness.
- Maintained accurate records of funding activities to ensure compliance with donor requirements and regulations, supporting operational integrity.
- Communicated with customers to provide updates on application status. via mail, telephone and email to relay acceptance or rejection of applications.
Lead Pharmacy Technician, Inventory Manager
CVS Health
08.2015 - 05.2025
- Managed daily operations to optimize pharmacy workflow.
- Process new prescription data received through diverse channels including fax, email, phone calls and in-person submissions by medical professionals.
- Fulfilled client medication requests accurately and promptly.
- Addressed client queries and refill requests to enhance customer satisfaction.
- Oversaw inventory levels and organized warehouse supplies to maintain stock availability.
- Ensured consistent stocking of inventory.
- Handle Patient Quality Calls to ensure efficiency in handling medications for customers and pharmacy.
- Facilitated onboarding programs at CVS and Ross Technical College.
- Implemented effective strategies improving store performance metrics at CVS Pharmacy.
- Advanced to lead technician role through dedicated performance.
Assistant Manager, Visual Merchandiser
The Limited
07.2009 - 05.2012
- Executed store presentation strategies that aligned with brand standards and maximized visual appeal.
- Formulated targeted strategies to influence positive customer behaviors.
- Facilitated onboarding process by delivering comprehensive employee training.
- Conducted behavioral-based interviews to assess candidate competencies.
- Coordinated logistics operations between stores and warehouses to ensure timely inventory availability.
- Processed customer transactions using a Linux POS system using a Linux POS system.
Education
Diploma -
Bishop Dwenger High School
Fort Wayne, IN, US01-2007
Skills
- Patient Care Coordination
- Prior Authorization
- Insurance Verification
- Medical Billing
- Patient Payment Processing
- HIPAA
- Medication Inventory Control
- Medication Preparation Compliance
- Customer Interaction Software
- Microsoft Word
- Outlook
- Process improvement
- Problem Solving
- Team Leadership
- Customer Service
- Risk Management Strategies
- Patient Interaction Management
Certification
- Certified Pharmacy Technician (CPhT), 2017-08, 2025-12
- National Pharmacy Technician Certification (PTCB)
ADDITIONAL INFORMATION
- Highly motivated leader that has the skill set to best serve teammates and customers alike.
- With my experiences and dedication I know I can develop current and future associates to deliver the highest level of customer satisfaction which will drive business results.
- Highly organized, Unselfish, Hard working, Respect for associates, Goal oriented, Reliable, Passionate
Timeline
Resolution Response Specialist
OptioRx
01.2026 - Current
Funding Specialist
Forbes Rehab Services
07.2025 - 12.2025
Lead Pharmacy Technician, Inventory Manager
CVS Health
08.2015 - 05.2025
Assistant Manager, Visual Merchandiser
The Limited
07.2009 - 05.2012
Diploma -
Bishop Dwenger High School