ROSALINDA MORALES
Leidos QTC Health Services
San Antonio,TX
1
Certification
34
years of professional experience
Results-driven healthcare and 340B professional with over 30 years in pharmacy operations and customer relationship management. Expertise in managing accounts, conducting reviews, identifying performance enhancements, and resolving complex issues. Skilled in 340B programs, pharmacy billing, and compliance processes, with a strong focus on communication and problem-solving in fast-paced environments.
Work History
340B Pharmacy Contract Partner / Account Management
5 Months- Manage a portfolio of customer accounts while serving as a primary point of contact and trusted advisor.
- Build and maintain long-term customer relationships that support engagement, retention, and customer satisfaction.
- Conduct regular customer check-ins and business reviews to assess account health and track key performance indicators.
- Identify renewal, upsell, and expansion opportunities through strategic account planning and relationship management.
- Support product adoption by providing guidance, resolving customer issues, and helping clients maximize the value of services.
- Analyze customer data and usage trends to identify risks and opportunities for account improvement.
- Prepare reports and presentations to communicate account performance and facilitate customer decision-making.
- Collaborate with Sales, Product, Implementation, and Support teams to resolve issues and deliver successful customer outcomes.
- Advocate for customer needs internally while proactively identifying risks and preventing escalations.
Admin- Reserve Health Readiness Program
2 Years 2 Months- Managed on-site intake stations, greeted service members, processed check-ins, and verified IDs to streamline intake procedures.
- Perform data entry for "speed-of-care" clinical lines (such as routing a service member from immunizations to the audiology lab).
- Collected physical medical evaluations and entered results into QTC database to ensure accurate record-keeping.
- Executed setup and teardown of registration and evaluation stations, maintaining operational readiness for health assessments.
340B Account Manager
3 Years 7 Months- Managed assigned 340B customer accounts and provided ongoing operational and customer support.
- Guided new customers through the transition from implementation to account management, including training, web-based education, and expectation setting.
- Initiated customer contact within established service timelines and coordinated training and account transition activities.
- Educated customers on processes, payments, account responsibilities, and Account Manager role to ensure clarity and compliance.
- Maintained and audited customer information in Salesforce to ensure accurate account documentation.
- Conducted regular account reviews to assess customer 340B program trends and identify service needs for improved support.
- Analyzed account information and prepared specialized reports to support customer billing, auditing, and operational requirements.
- Served as a trusted advisor regarding self-auditing, self-reporting, compliance management, and 340B-related processes.
- Monitored Patient Encounter and Prescriber update files to support positive account performance.
- Identified opportunities for additional training and provided follow-up education based on customer needs.
- Collaborated across departments to resolve customer issues and expedite solutions.
- Worked with PBMs regarding medication-related issues and customer account needs.
- Recommended process improvements to streamline customer service and enhance operational efficiency.
- Analyzed account performance to identify strengths, weaknesses, and opportunities for improvement.
Customer Relationship Manager II
4 Years 8 Months- Managed customer relationships and provided ongoing support for 340B program accounts.
- Coordinated new customer training and transitioned accounts from implementation to ongoing relationship management, ensuring seamless integration.
- Communicated account expectations, processes, payments, and responsibilities to customers.
- Conducted account reviews and analyzed 340B program trends and customer performance.
- Prepared customized reports supporting customer billing, auditing, and operational requirements.
- Advised customers on self-auditing, self-reporting, compliance management, and 340B-related processes.
- Monitored account data and customer activity to identify performance issues and recommend improvements.
- Managed customer requests and worked cross-functionally to resolve issues efficiently.
- Established proactive communication strategies tailored to account tier and customer needs, enhancing engagement.
- Contributed recommendations for improving customer service processes and business operations.
Lead Pharmacy Technician / Executive Assistant
14 Years- Provided pharmacy operations support in inpatient and outpatient environments while assisting pharmacists with medication distribution and patient care activities.
- Oversaw daily work production and assigned responsibilities to technical staff, ensuring efficient workflow.
- Assisted with training programs for pharmacy technicians in inpatient, outpatient, and billing areas.
- Supported pharmacy billing operations and resolved billing inquiries for University outpatient pharmacy clinics, enhancing service quality.
- Investigated narcotic-related issues and assisted with pharmacy denial claims.
- Researched high-dollar medications and reviewed patient charges for accurate billing.
- Assisted with Home Health Care billing activities.
- Handled medication requests efficiently to support pharmacy operations and patient needs., telephone inquiries, prescription/order entry, charges, credits, labels, and related pharmacy transactions.
- Prepared IV/piggyback admixtures, unit-dose medications, pre-packs, and medication stock while following established pharmacy procedures.
- Assisted pharmacists during Code Blue situations.
- Maintained accuracy, medication expiration controls, and appropriate documentation.
- Provided professional customer service to patients, staff, clinics, and internal departments.
Lead Pharmacy Technician
11 Years 7 Months- Trained and developed pharmacy technicians and pharmacists on procedures and pharmacy systems.
- Coordinated scheduling, workload distribution, inventory management, billing, and workflow processes to ensure smooth pharmacy operations.
- Helped implement workflow procedures designed to improve productivity, reduce workload, and improve labor efficiency.
- Worked directly with PBMs and insurance companies to resolve medication and third-party billing issues.
- Managed third-party insurance files, claims, inventory records, and invoice reconciliation.
- Resolved escalated customer complaints and complex third-party claims.
- Implemented workflow procedures that streamlined operations and optimized labor efficiency.
- Monitored new procedure implementation and evaluated pharmacy performance to enhance operational effectiveness.
- Supported pharmacy locations throughout the San Antonio region with customer service and operational issues.
Skills
340B program management
Pharmacy Billing & Claims
PBM & Insurance Relations
Healthcare Operations
Performance analysis
Client training
Customer Relationship Management
Customer Success & Retention
Customer Issue Resolution
Customer Escalation Management
Process Improvement
Compliance Support
Documentation & Reporting
Account management
Documentation management
Cross-functional collaboration
Escalation management
Data entry management
Pharmacy systems management
Cross-Functional Collaboration
Web-based training
Data management systems
Healthcare Compliance
Provider portal management
Certification
- Apexus Advanced 340B Certified
- Pharmacy Technician Board of Certification
- Texas State Board of Pharmacy
Timeline
340B Pharmacy Contract Partner / Account Management
THE CRANEWARE GROUP
06.2026 - CurrentRead More
Admin- Reserve Health Readiness Program
Leidos QTC Health Services
09.2024 - CurrentRead More
340B Account Manager
VERITY SOLUTIONS
09.2022 - 04.2026Read More
Customer Relationship Manager II
CAPTURERX
01.2018 - 09.2022Read More
Lead Pharmacy Technician / Executive Assistant
UNIVERSITY HEALTH SYSTEM
04.2004 - 04.2018Read More
Lead Pharmacy Technician
H-E-B FOOD/DRUG CO.
07.1992 - 02.2004Read More