Rafia Shah
Kingwood,TX
Summary
Dedicated customer service professional who demonstrates efficiency in time-critical situations. Proven history of exceeding customer expectations and providing excellent personal touches. I am currently seeking a role that will allow me to use my experience in a new way while providing stellar service to clients and improving the bottom line of the company.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Front End Pharmacy Technician, Operations
Optum
10.2023 - Current
- Checked expiration dates on medications to ensure that only unexpired products were dispensed.
- Answered telephones to respond to questions or requests.
- Communicated effectively with doctors and insurance agencies to resolve prescription cost discrepancies.
- Established or maintained medications and other patient profiles.
- Received written prescription or refill requests, verifying information for completeness and accuracy.
- Transmitted claims to insurance companies for payment and reconciled EOBs.
- Ensured compliance with all federal, state, local laws and company policies related to pharmacy operations.
- Created new customer profiles and updated demographics, allergies and new medications in pharmacy computer systems.
Phone Operator
Zainy Business
05.2019 - Current
- Collected and verified telephone numbers, addresses, and proper spelling of names.
- Used company's paging system to immediately contact specific personnel.
- Maintained accurate directory of all personnel and phone extensions.
- Resolved customer issues and complaints promptly and politely, upholding satisfaction.
Pharmacy Technician
HCA Hospital
01.2016 - 01.2017
- Responsible for filling and verifying all prescriptions for patients
- O Demonstrated attention to detail and time management skills
- O Coordinated with prescribing doctors and staff pharmacists to ensure proper dosage, quantity, refills, contraindications, etc
- O Maintained inventory in pharmacy and dispensing units in facility
- O Ensured prompt delivery of medications and other supplies to patient care areas.
Pharmacy Technician
Walmart
04.2011 - 01.2017
- Provided efficient and professional responses to patients via phone and in-person to answer questions and process orders
- O Verified all prescriptions with prescribing physicians for accuracy
- O Confirmed patient profile and ensured allergy information was current, resulting in medication changes to prevent reactions
- O Prioritized team workflow by rotating assignments to complete tasks within allotted time
- O Ensured proper insurance coding for all orders, resulting in savings of $5000 per year
- O Project: verified expiration dates for medications, resulting in a savings of $7000 by avoiding expired medication returns
- O Created a specific order for filling medications by considering expiration date, refill frequency, and other variables
- O Achieved internal award for Best Customer Service.
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
- Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems, and locating items.
- Stocked, labeled, and inventoried medication to keep accurate records.
- Counted and labeled prescriptions with correct item and quantity.
- Entered and processed patients' prescriptions into internal system.
- Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality.
- Assisted pharmacist by filling prescriptions for customers and responding to patient questions regarding prescription and medication-specific issues.
- Performed various pharmacy operational activities with strong commitment to accuracy, efficiency, and service quality.
- Collected co-payments or full payments from customers.
- Communicated with patients to collect information about prescriptions and medical conditions or arrange consultations with pharmacists.
- Maintained proper drug storage procedures, registries, and records for controlled drugs.
- Restocked pharmacy shelves with current merchandise to drive consistent peripheral sales.
- Ordered medicines daily to replenish stock and increase inventory in anticipation of need.
- Managed opening and closing duties for pharmacy.
- Helped pharmacist clear problematic prescriptions and address customer questions to keep pharmacy efficient.
- Coordinated verification and filling of more than Number daily prescriptions in high-volume Type pharmacy environment.
Financial Aid Advisor
Lonestar College
01.2012 - 01.2014
- Provided support to students to answer their questions, feedback on their goals, and ensured optimization of financial aid awards
- O Introduced different types of funding and scholarships to students with additional financial needs.
Education
B.S - Interdisciplinary Studies
University of Houston Downtown
Houston, TX12.2020
A.S - Science
Lonestar College
Kingwood, TX06.2016
Skills
- Certified Pharmacy Technician
- Innovation & Improvement
- Customer Service
- Communication
- Microsoft Office
- Compliance
- Data entry
- Labeling
- Volunteer
- Methodist Hospital
- Houston Food Bank
- Languages
- English
- Urdu
- Hindi
- Email Correspondence
- Phone Call Direction
- Procedure Preparation
- Store Merchandising
- Accurate Message Transcription
- Message Routing
- Call Connections
- Safety Training
- Emergency Response
- Phone Inquiries
- Managing Phone Systems
- Administrative Support
- Interpreting Support
- Serve Customers
- Appointment Confirmation
- Closing Procedures
- PA Systems
- Staff Support
- Call Follow-Up
- Appointment Scheduling
- Crisis Management
- Search Directories
- Store Presentation
- Operational Requirements
- HIPAA Guidelines
Accomplishments
- Achieved Result through effectively helping with Task.
- Resolved product issue through consumer testing.
- Collaborated with team of Number in the development of Project name.
- Documented and resolved Issue which led to Results.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved Result by completing Task with accuracy and efficiency.
Certification
- CPhT - Certified Pharmacy Technician
Timeline
Front End Pharmacy Technician, Operations
Optum
10.2023 - Current
Phone Operator
Zainy Business
05.2019 - Current
Pharmacy Technician
HCA Hospital
01.2016 - 01.2017
Financial Aid Advisor
Lonestar College
01.2012 - 01.2014
Pharmacy Technician
Walmart
04.2011 - 01.2017
B.S - Interdisciplinary Studies
University of Houston Downtown
A.S - Science
Lonestar College