Tiffani A. Graham
Summary
Excellent capacity for attention to detail…Superior organizational skills… Strong commitment to cooperative teamwork… Special talent for analyzing situations and resolving problems… Ability to motivate individuals to work at their highest level… Well-diversified and successful background in Customer Service and personnel development. Excellent Client Relations, Time Management, & TroubleShooting experience. Effectively contributed to highly productive work teams through strategic and comprehensive training and flawless execution. Quickly adapted to new systems and office procedures. Efficiently operated office computers and machines. Quickly identified problems and implemented corrective and proactive solutions.
Overview
12
12
years of professional experience
Work History
Inbound Receiving Clerk
West Marine
03.2024 - Current
- Reduced processing time for incoming shipments by ensuring accurate documentation and timely communications with team members.
- Conducted regular cycle counts to maintain accurate inventory records, identifying discrepancies early for swift resolution.
- Enhanced customer satisfaction by verifying the accuracy of inbound shipments against purchase orders.
Operations Manager
Cencora
11.2019 - 02.2024
- Company Overview: Amerisource Bergen, Lash Group
- Instrumental part in launching a new product and team, creating and fine-tuning processes as well as participating in client business simulations prior to launching
- Responsible for creating reports to provide requested data to clients
- Assists associates by ensuring that they are meeting all quality and productivity goals
- Provides coaching and performance management when needed
- Completes interviews for open associate positions
- Assisted in creating and updating program standard operating procedures for new and existing programs
- Conducted both formal and informal feedback discussions with associates to include yearly performance reviews and regular one-on-one discussions
- Ensured program is operating according to contractual obligation by providing day-to-day guidance to team, monitored compliance to program policies and procedures and ensuring adherence to quality expectations
- Managed teams of 15 direct reports; both full time and contract
- Developed performance improvement plans which created a more efficient team that doubled productivity with half the staff
- Work closely with the internal Quality Center of Excellence to ensure the quality scorecards accurately follow program business rules and program expectations
- Conduct biweekly client facing call calibrations and regularly monitor/report compliance findings (Adverse Events, HIPAA, etc.)
- Amerisource Bergen, Lash Group
Special Projects Liaison
Cencora
07.2018 - 11.2019
- Company Overview: Amerisource Bergen, Lash Group
- Responsible for investigating client escalations, which includes direct contact with the client and field to amend and provide conflict resolution
- Creating Standard Operating Procedures (SOPs), and work instructions
- Conducting service issue audits for the PAS associates
- Completing Adverse Events audits for the Amgen business unit
- Compiling reports to provide a snapshot of the Field Services Daily numbers for senior leadership
- Updating training materials, training associates, and updating the team page
- Amerisource Bergen, Lash Group
Patient Access Specialist
Cencora
05.2016 - 07.2018
- Company Overview: Amerisource Bergen, Lash Group
- Communicate directly with providers regarding claim submission denials and the appeals process
- Engaged in weekly follow-up to ensure receipt of benefit verifications and to offer explanations as necessary
- Perform patient-specific benefit research, assisted with prior authorization, and identified coverage options for uninsured and underinsured patients
- Review financial documents to determine eligibility for patient assistance programs
- Amerisource Bergen, Lash Group
Pharmacy Technician
North Central Medical Center
09.2012 - 10.2015
- Responsible for completing data entry, prescription fulfilment, inventory, and submitting drug orders
- Contacted healthcare providers for refills and prescription clarifications
- Assisted with pharmacy claim submission
Education
Pharmacy Technician Certificate -
York Technical College
01.2012
Skills
- Warehouse safety
- Team leadership
- Assertiveness
- Medical terminology
- Problem-solving skills
- Operations management
Timeline
Inbound Receiving Clerk
West Marine
03.2024 - Current
Operations Manager
Cencora
11.2019 - 02.2024
Special Projects Liaison
Cencora
07.2018 - 11.2019
Patient Access Specialist
Cencora
05.2016 - 07.2018
Pharmacy Technician
North Central Medical Center
09.2012 - 10.2015
Pharmacy Technician Certificate -
York Technical College
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