Sarah Ivy

Pharmacy Operations & Leadership

• Provided trusted leadership and mentorship, guiding team members through complex pharmacy operations, claims processing, and reimbursement strategies.
• Developed, trained, and mentored new pharmacy team members, leading orientations with positive reinforcement and clear expectations for rapid success.
• Organized and streamlined workflow processes, effectively delegating tasks to maintain a high-functioning pharmacy department that met the demands of patients, providers, and operational requirements.
• Assisted pharmacists in scheduling, workflow optimization, and overall operational improvements to enhance efficiency.

Claims & Financial Management

• Actively analyzed and implemented improvements in pharmacy financials, patient medical records, and inventory performance to maximize accuracy and efficiency.
• Specialized in third-party billing resolution, optimizing workflows to enhance customer service quality and operational effectiveness.
• Trained and coached team members on advanced error resolution techniques, reducing claims adjustments while streamlining and preventing the need for chargeback processes.
• Conducted meticulous audits of claims and prescriptions, proactively preventing errors, delays in patient care, and reimbursement discrepancies.
• Processed manual claims through third-party program vendors, identifying and resolving discrepancies to ensure timely reimbursement.

Workers' Compensation & Compliance Management

• Led and trained all team members in navigating complex workers' compensation claims and reimbursement processes, ensuring adherence to evolving regulations and best practices.
• Oversaw meticulous record-keeping and secure storage of sensitive data, complying with Idaho State Board of Pharmacy requirements.
• Maintained accurate medical records, implementing quality control measures to uphold data integrity in a fast-paced environment.

Patient & Community Engagement

• Built and maintained strong relationships within the local medical community, serving as a trusted resource for physicians, nurses, attorneys, and healthcare providers.
• Served as the primary liaison between attorneys, claims adjusters, providers, nurses, PA specialists, and insurance companies, ensuring seamless communication and efficient case resolution.
• Developed and implemented innovative communication strategies for patients with special needs, utilizing devices and techniques to enhance interactions, reduce frustration, and improve the overall patient experience.
• Facilitated team-wide communication solutions tailored to patient needs, ensuring inclusivity and accessibility for individuals with verbal communication challenges.

· Prioritized exceptional customer care, fostering meaningful connections with patients and providers to cultivate trust, satisfaction, and a strong sense of community in every interaction. Took proactive steps to support the most vulnerable members of our close-knit community during COVID, personally ensuring their medication needs were met while providing crucial interaction to combat isolation. Recognized the importance of mental health in unprecedented times, offering meaningful engagement and strengthening connections to improve overall well-being.

Pharmacy Operations & Leadership
• Led a high-performing team of just four individuals, ensuring seamless coordination and rapid-paced production to meet demanding operational goals.
• Managed complex scheduling and time management strategies to optimize workflow efficiency, balancing extreme workloads with over 1,500 prescriptions filled and shipped daily.
• Supervised and trained new technicians and interns, providing mentorship in pharmacy operations, scheduling, compounding, insurance resolution, and customer service.
• Streamlined workflow within the pharmacy filling department by effectively delegating tasks among staff members to maximize efficiency. Coordinated closely with the shipping department to ensure timely processing and prevent any delays in package deliveries.
• Implemented strategic workflow enhancements to streamline operations, reduce bottlenecks, and maintain accuracy in prescription fulfillment.
• Maintained compliance with regulatory standards while fostering a collaborative, results-driven work environment.

Inventory & Prescription Management
• Managed and optimized inventory operations, ensuring the availability of both commercial products and essential compounding ingredients while proactively addressing supply shortages. Anticipated patient needs for high-value medications, strategically timing orders and deliveries to maintain financial stability and prevent overages. Implemented cost-effective procurement strategies to balance inventory levels, minimize waste, and ensure uninterrupted access to critical medications.
• Directed the prepackaging of widely distributed compounded products, ensuring efficient coordination for timely replenishment when inventory levels were low. Maintained a proactive approach to minimize delays in care, facilitating the rapid availability of essential medications vital to patients' mental health and physical well-being.
• Processed prescriptions, reconstitutions, and manual claims while ensuring accuracy in data entry and compliance with all regulatory standards.

Processing & Communications Leadership
• Prioritized the safety of my unborn child by requesting a transition to the Processing and Communications Department on a different floor at University Compounding to mitigate potential chemical exposure risks to my son. Quickly adapted to new responsibilities, demonstrating resilience, professionalism, and efficiency in an increasingly fast-paced environment.
• Quickly adapted to the AS400 processing system and two additional pharmacy processing programs, overcoming initial challenges to efficiently input prescriptions, manage insurance billing, and process member payments through online systems. Developed expertise in ensuring accurate data entry for providers, patients, and insurance claims while addressing concerns from anxious patients regarding missed doses. Proactively reassured patients by prioritizing shipments to minimize panic and ensure continuity of care.
• Expertly managed highly sensitive communications, ensuring the seamless transfer of critical calls to specialized professionals (nutritionists, urology pharmacists, oncology pharmacists, women’s and men’s hormone specialists, injection specialists, and others). Served as the first line of expert guidance, consistently delivering compassionate, patient-focused support with unwavering professionalism and respect.
• Developed a comprehensive master training guide encompassing essential resources and tools to support the processing team. This included up-to-date contact information for all processing team members and specialist providers, detailed pricing sheets, and training tips, as well as advanced negotiation strategies for navigating complex insurance coverage cases. The manual also featured all essential forms required for member reimbursement, with step-by-step instructions on how to complete them accurately. Additionally, it contained clear guidance on handling and educating extremely challenging insurance companies, particularly those unfamiliar with bioidentical hormones and specific injections, ensuring that team members could effectively advocate for patients’ needs and secure appropriate coverage.

Call Center & Insurance Resolution
• Maintained and updated reimbursement forms for patients submitting claims manually, ensuring accuracy and efficiency in the process. This included staying current on changes to insurance requirements and adapting forms accordingly to minimize claim denials.
• Fostered long-lasting relationships within a close-knit team, promoting collaboration and a supportive work environment while enhancing patient and provider interactions. Additionally, contributed to team education on best practices for navigating insurance complexities, further strengthening the team’s effectiveness.
• Managed call center operations, resolving insurance issues efficiently to support patients and providers.
• Coordinated member payments, processed provider prescriptions, conducted outreach calls, and handled incoming inquiries, pricing requests, and escalated calls from frustrated patients.

Customer Service & Personalized Assistance

• Catered to every unique need of customers, ensuring memorable experiences and personalized service.
• Assisted customers in selecting the perfect baby scrapbooks, providing guidance on themes, layouts, and keepsake options.
• Supported annual sales of special Hallmark Christmas ornaments, helping customers find collectible pieces that held personal significance.
• Organized and created custom balloon arrangements for various occasions, ensuring aesthetic appeal and timely preparation.
• Wrapped special gifts for customers who needed assistance, delivering beautifully packaged items that reflected care and attention to detail.
• Assisted customers in finding hard-to-find or uniquely themed greeting cards for specific occasions, including milestone events and challenging sentiments.
• Helped customers select meaningful apology gifts and items with sentimental value, ensuring each purchase felt personal and thoughtful.

Sales & Inventory Management

• Maintained correct register balance by carefully processing transactions and monitoring for errors, ensuring all sales were accurately recorded.
• Monitored and replenished greeting card displays multiple times each day, ensuring a consistent and appealing selection was available to customers.
• Managed stock levels of gift items, ornaments, and specialty items, ordering replacements as needed to meet customer demand.
• Accepted, unpacked, and verified deliveries to ensure the correct items were ordered and received, reconciling shipments against purchase orders.
• Ensured all sales floor displays remained organized, well-stocked, and visually appealing to attract customers and support sales goals.

Store Maintenance & Cleanliness

• Performed daily window washing to maintain a clean and inviting storefront.
• Completed daily vacuuming of the sales floor to ensure a tidy and comfortable shopping environment.
• Dusted all displays daily to ensure that all items displayed were clean, visually appealing, and looked new.
• Handled additional cleaning duties as assigned, including dusting shelves, cleaning fixtures, and maintaining restroom facilities.

Opening & Closing Responsibilities

• Responsible for opening the store each day, preparing registers, stocking displays, and ensuring all areas were customer-ready.
• Closed the store each evening, reconciling sales, securing cash drawers, and ensuring the store was locked and secure.

Additional Responsibilities

• Provided gift recommendations based on customers’ personal stories, ensuring each purchase felt meaningful and special.
• Managed customer inquiries about loyalty programs, upcoming promotions, and special order options.
• Collaborated closely with team members to ensure seamless transitions during shift changes and to maintain a consistently high level of customer service.

Customer Interaction & Service

• Greeted customers warmly and assisted them in selecting menu items, including buffet and street-side pizza offerings.
• Provided excellent customer service by answering questions about menu options, prices, and promotions.
• Handled customer complaints and special requests promptly and professionally to ensure customer satisfaction.
• Processed customer orders at the counter and street-side location using point-of-sale systems, ensuring accuracy and timely service.

Buffet Management

• Prepared and served buffet items, ensuring that all dishes were properly stocked, displayed, and maintained at safe temperatures.
• Monitored buffet stations continuously to restock ingredients, replenish utensils, and maintain a fresh and appealing presentation.
• Cleaned and sanitized buffet stations regularly throughout the shift.

Street-Side Pizza Sales

• Assembled and boxed $5 pizzas for quick street-side sales, ensuring efficiency and quality.
• Promoted street-side pizza sales by engaging with customers, explaining specials, and processing quick transactions.

Cash Handling & Point-of-Sale Duties

• Managed cash register transactions, handling cash and credit card payments accurately.
• Processed payments efficiently and ensured accurate change was provided to customers.

Food Preparation & Kitchen Support

• Monitored food quality and presentation to ensure consistent product standards.
• Assisted with opening and closing duties, including setting up buffet lines, prepping food items, and restocking supplies.
• Supported kitchen staff during busy periods by assisting with basic food preparation tasks.

Cleanliness & Sanitation

• Ensured compliance with health and safety regulations by maintaining a clean and organized work environment.
• Cleaned and sanitized food preparation areas, dining areas, and buffet stations regularly throughout the shift.
• Ensured that all trash was emptied regularly and that the dining and work areas remained free of debris and clutter.
• Followed proper handwashing and sanitization procedures to protect food safety and customer health.

Inventory & Restocking

• Restocked ingredients, condiments, napkins, and other supplies as needed to meet demand.
• Monitored ingredient levels and notified management of low inventory to prevent shortages.

Administrative & Training

• Trained new team members on customer service best practices, buffet maintenance, and health/safety procedures.
• Supported overall team operations by assisting with administrative tasks as needed.

Order Management

• Maintained all called-in pizza orders by ensuring they were input, fulfilled, and delivered properly by each team section lead.

Patient Care & Customer Service

• Developed strong relationships with customers by providing personalized assistance and support.
• Provided excellent customer service to ensure satisfaction for all clients.
• Communicated with patients with compassion while maintaining medical information privacy.
• Responded to inquiries from potential new patients in a timely manner.
• Greeted patients and collected patient information, ensuring a warm and welcoming atmosphere.
• Managed front office customer service, appointment scheduling, billing, and administrative tasks to streamline workflow.
• Collaborated with multi-disciplinary staff to improve overall patient care and response times.
• Handled billing inquiries from patients and insurance companies.
• Answered telephones, scheduled appointments, and managed calendars with a focus on patient comfort and efficiency.
• Ensured compliance with HIPAA regulations regarding confidentiality of patient information.
• Communicated with patients to resolve inquiries, schedule appointments, and address billing concerns.

Administrative & Office Support

• Answered phones, scheduled appointments, and managed calendars to keep operations running smoothly.
• Completed relevant insurance and other claim forms.
• Assisted with administrative tasks such as filing, faxing, scanning documents, and mailing correspondence.
• Transcribed recorded practitioners' diagnoses and recommendations into medical records.
• Prepared reports, invoices, letters, and medical records using word processing, spreadsheet, and other software applications.
• Received and screened telephone calls and visitors, determining and addressing their needs.
• Maintained a clean and organized work environment for optimal efficiency.
• Performed light office cleaning duties, including vacuuming, dusting, and emptying trash cans.

Scheduling & Coordination

• Managed scheduling systems to ensure efficient use of available appointment slots.
• Scheduled and confirmed patient appointments and consultations.
• Scheduled tests, lab work, and x-rays for patients based on physician orders.
• Routed laboratory or diagnostic results to appropriate staff to ensure timely follow-up.

Billing & Insurance

• Processed payments, invoices, credit card transactions, and insurance claims.
• Collected co-pays and insurance data, applying full and proper payment to patient accounts.
• Verified insurance coverage for treatments and assisted with submitting diagnosis and procedure codes to insurance providers.

Records & Compliance

• Organized patient files and maintained accurate records.
• Inputted data into the electronic health records (EHR) system accurately.
• Maintained confidentiality of all records related to patient treatment and healthcare privacy.
• Ensured compliance with HIPAA regulations regarding patient privacy rights.
• Completed and safeguarded medical records, securing sensitive patient information.
• Transmitted medical records and other correspondence via mail, email, and fax.
• Interviewed patients to complete case histories and intake forms to support medical assessments.