Rachel Jackson
Lakeland
Summary
Quality assurance manager with a proven track record in developing and implementing effective QA workflows and training programs. Skilled in compliance auditing and enhancing quality monitoring processes to meet industry standards. Committed to fostering a culture of continuous improvement across teams, driving operational excellence and efficiency.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Quality Assurance Manager
CareTria Pharmacy
Lakeland
01.2026 - Current
- Led quality assurance operations for multiple pharmaceutical and patient support programs.
- Developed, implemented, and maintained QA scorecards, audit processes, and compliance standards.
- Collaborated with operations, pharmacy compliance, client solutions, and leadership to improve quality performance across programs.
- Implemented a quality monitoring platform to streamline oversight.
- Conducted regular audits to ensure adherence to industry standards.
- Developed QA workflows, SOPs, training materials, and process documentation to standardize quality assurance practices.
- Performed quality audits focused on HIPAA compliance and program-specific requirements.
QA and Training Manager
CareTria Pharmacy
Lakeland
07.2022 - 01.2026
- Developed training programs for pharmacy staff to enhance service delivery.
- Conducted detailed investigations into compliance and regulatory issues.
- Developed comprehensive reports summarizing findings and recommendations.
- Collaborated with pharmacy team to identify quality improvement opportunities.
Quality Assurance Supervisor
CareTria Pharmacy
Lakeland
06.2021 - 07.2022
- Trained staff on quality assurance standards and best practices in pharmacy operations.
- Monitored performance metrics to ensure adherence to quality assurance goals and standards.
- Reviewed documentation for accuracy and completeness during the quality assurance process.
Benefits Verification Supervisor
CareTria Pharmacy
Lakeland
09.2019 - 06.2021
- Trained and mentored staff on pharmacy procedures and customer service standards.
- Resolved customer inquiries and provided support for medication-related issues.
- Conducted regular staff meetings to discuss operational improvements and updates.
Lead Benefits Verification Specialist
CareTria Pharmacy
Lakeland
11.2018 - 09.2019
- Processed reimbursement claims efficiently for various pharmaceutical products.
- Trained new team members on reimbursement policies and software systems.
- Maintained detailed records of all reimbursements including payments, denials, appeals, and adjustments.
Benefits Verification Specialist
CareTria Pharmacy
03.2018 - 11.2018
- Verified patient insurance benefits for medication coverage at CareTria Pharmacy.
- Communicated with insurance providers to clarify coverage details and requirements.
- Maintained accurate records of patient eligibility and benefit information updates.
- Assisted patients in understanding their insurance benefits and medication costs.
- Trained new team members on verification procedures and software tools.
Customer Experience Sales Floor Associate
Bealls
Lakeland
11.2015 - 11.2018
- Guided customers in locating products and delivering tailored product information to enhance their shopping experience.
- Handled customer inquiries and resolved issues with a focus on maintaining high satisfaction levels.
- Managed customer complaints while consistently delivering excellent service to uphold store reputation.
- Processed transactions accurately and efficiently at cash register.
- Operated cash registers to ensure accurate payment processing.
- Organized promotional displays to enhance customer engagement.
- Maintained a clean, organized sales floor area consistently.
- Trained new employees on store operations and customer service protocols.
Education
Bachelor of Applied Science (B.A.S.) - Healthcare Administration
Polk State College
Lakeland06-2017
Skills
- Quality assurance management
- Compliance and HIPAA auditing
- Process improvement strategies
- Root cause analysis
- Corrective and preventive action management
- Incident reporting oversight
- Adverse event and product quality complaint management
- Client reporting and presentations
- Data analysis and visualization
- Microsoft Excel (advanced)
- Microsoft Power BI reporting
- SOP development and workflow design
- Cross-functional leadership and collaboration
- Project management expertise
- Training and education facilitation
- Salesforce administration
- Learning management systems (LMS) experience
- Executive communication skills
- Change management initiatives
Certification
- Registered Pharmacy Technician
Leadership Experience
- Quality Management
- Team Coaching
- Cross-functional Collaboration
- Client Presentations
- Executive Communication
- Process Standardization
- Change Management
- Quality Metrics Development
Timeline
Quality Assurance Manager
CareTria Pharmacy
01.2026 - Current
QA and Training Manager
CareTria Pharmacy
07.2022 - 01.2026
Quality Assurance Supervisor
CareTria Pharmacy
06.2021 - 07.2022
Benefits Verification Supervisor
CareTria Pharmacy
09.2019 - 06.2021
Lead Benefits Verification Specialist
CareTria Pharmacy
11.2018 - 09.2019
Benefits Verification Specialist
CareTria Pharmacy
03.2018 - 11.2018
Customer Experience Sales Floor Associate
Bealls
11.2015 - 11.2018
Bachelor of Applied Science (B.A.S.) - Healthcare Administration
Polk State College