Shayla Hickmond
Siler City,NC
Summary
Healthcare support professional with over 10 years of experience in pharmacy and patient assistance roles. Skilled in MyChart support, EMR navigation, and resolving patient concerns while maintaining HIPAA compliance. Comfortable in remote settings, and experienced with high-volume communication and digital health tools.
Overview
7
7
years of professional experience
Work History
MyChart Specialist
Tegria
08.2021 - 01.2024
- Served as a primary point of contact for patients, providers, and staff, delivering expert support and technical troubleshooting for the MyChart platform
- Diagnosed and resolved issues related to login access, navigation, error messages, and feature functionality, ensuring a seamless user experience
- Provided step-by-step guidance and user-friendly instructions to enhance platform usability and empower self-service
- Collaborated with IT teams and external vendors to escalate and resolve complex system issues, maintaining platform performance and reliability
- Documented support interactions in a ticketing system
Certified Pharmacy Technician
Walgreens
Siler City, NC
08.2020 - 06.2021
- Delivered high-quality service, addressing inquiries from healthcare providers on medications, insurance coverage, and billing with precision
- Triaged and corrected data discrepancies in patient profiles, ensuring seamless billing and data accuracy across systems
Certified Pharmacy Technician
Piedmont Health
Siler City, NC
03.2019 - 08.2020
- Provided professional service during intake and checkout, enhancing customer experience.
- Ensured accuracy in billing and payment collection to minimize discrepancies.
- Streamlined insurance claim processes
- Trained and mentored new hires on pharmacy software and compliance procedures.
Certified Pharmacy Technician
Duke University Health Systems
Durham, NC
07.2018 - 10.2018
- Conducted comprehensive Therigy assessments for all patients
- Facilitated communication with physicians, nurses, and case managers regarding medication compliance.
- Addressed medication-related inquiries from patients and healthcare professionals, focusing on complex cases.
- Collaborated with team members to accurately process prescription orders and claims adjudication.
- Coordinated timely delivery of mail-out prescriptions through FedEx
- Educated new employees on job-specific functions
- Ensured regulatory compliance in all aspects of prescription processing and patient support.
Certified Pharmacy Technician
UNC Hospital
Chapel Hill, NC
07.2017 - 04.2018
- Accurately dispensed medications to Pyxis machines and managed high-volume medication orders.
- Utilized Epic for medication record management and clinical team communication.
- Assisted with compounding, labeling, and filling prescriptions in sterile and non-sterile environments.
- Provided peer training on hospital pharmacy procedures and electronic systems.
Education
Associate of Science -
Randolph County Community College
Asheboro, NC08-2025
Skills
- Provider Advocacy & Support
- Multi-Channel Communication
- Complex Issue Resolution
- Healthcare IT Systems
- Systems Navigation & Management
- Remote Technical Support
Timeline
MyChart Specialist
Tegria
08.2021 - 01.2024
Certified Pharmacy Technician
Walgreens
08.2020 - 06.2021
Certified Pharmacy Technician
Piedmont Health
03.2019 - 08.2020
Certified Pharmacy Technician
Duke University Health Systems
07.2018 - 10.2018
Certified Pharmacy Technician
UNC Hospital
07.2017 - 04.2018
Associate of Science -
Randolph County Community College
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