Veronica Sanchez
Temple,TX
Summary
Member-oriented Pharmacy Technician with over 20 years of customer service. Delivering exceptional service, Resolving inquiries, and building positive relationships with fellow team members along with external teams. Strong attention to detail and ability to work under pressure. Excited to contribute to the team in any way possible.
Overview
26
26
years of professional experience
Work History
Pharmacy Services Specialist 1
Baylor Scott & White Health
02.2023 - Current
- Assist callers in navigating benefit inquiries, ensuring clarity and understanding of available options.
- Assist callers with navigating our website.
- Conduct thorough verification of pharmacy claim details to uphold operational standards and accuracy.
- Manage caller inquiries and ensured timely routing to designated departments for effective communication.
- Coordinate communication efforts with providers to streamline refill assistance processes and initiate prior authorization requests.
- Collaboratr with pharmacy partners to facilitate prompt resolution of claim adjudication discrepancies.
- Maintain thorough records of assisted calls to ensure precise and reliable documentation.
- Manage email correspondence to facilitate efficient communication and support operational workflows across departments and with external partners.
- Evaluate weekly reports to ensure precision in documentation and adherence to standards.
- Review agent calls and offered targeted insights to foster skill development.
- Sending out lunch arrangements and distributing reports when lead was unavailable.
- Coordinate efforts to ensure timely and accurate responses to member portal inquiries.
- Analyzed existing training materials and implemented enhancements to ensure alignment with organizational goals.
- Offer assistance for agents navigating complex cases to ensure optimal service delivery.
- Offer guidance for agents, focusing on effective tool utilization and seamless system navigation.
- Coordinate efforts with cross-functional teams to improve overall support for members and agents.
- Develop and implement outreach strategies while facilitating educational sessions to promote Be Well program.
- Collaborated with team members to design and execute successful in-office gatherings.
- Offer assistance to all agents on cases during their absense.
- Contribute to team success by actively participating in weekly huddles, offering constructive feedback, and identifying solutions to current challenges.
Pharmacy Technician
HEB Pharmacy
05.2012 - Current
- Teamed with peers, technicians and pharmacists to prioritize and complete orders.
- Created new customer profiles and updated demographics, allergies and new medications in pharmacy computer systems.
- Assisted pharmacist with clearing high volume of prescriptions and responded to customer questions.
- Interpreted and processed medication orders under supervision of pharmacist.
- Inspected medication storage locations to monitor drug expiration dates and supply adequate inventory.
- Received and verified daily incoming drug inventories, reported discrepancies and logged items into inventory system.
- Maintained pharmacological practices by checking drug inventory, stocking medications and monitoring supplies.
- Maintained strict patient confidentiality to adhere to HIPAA regulations and avoid data compromises.
- Maintained clean and organized pharmacy shelving and work areas.
- Managed inventories, rotated stock, removed expired or damaged drug products and resolved discrepancies in drug counts.
- Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality.
- Efficiently processed cash register transactions for new and refilled prescription orders.
- Worked with insurance companies to process claims, resolve problems and obtain payments.
- Established and updated patient profiles, medications and insurance details.
- Consulted with customers via telephone or in-person to assist with navigating pharmacy systems and completing requests.
- Managed our supplies for our Second Saturday Screenings, made sure our equipment was clean, collabrated, and ready to use.
- Second Saturday Screenings: a serivce we offer to our patients every 2nd Saturday where we check patients Glucose, Blood Pressure, Cholesterol levels.
- Delegated duties to my peers, such as Daily cleaning task, when to go to lunch, helping them have better time management skills.
- Trained new incoming employees on learning our system, their job duties, customer service skills.
- Managed all the extra duties handed to me by my Pharmacist, such as creating signs, creating a better workflow environment, taking care of billing with our Body of Christ account.
- Being Medicare Champion: trained on Medicare information, how to find plans for patients, and educate them on how Medicare works. Directed patients on how to sign up for the plan that works best for them.
Photo Lab Supervisor
HEB Grocery Store
01.2006 - 05.2012
- Supervised, trained and guided team by coaching on daily activities.
- Mixed chemical baths for photo development.
- Assigned tasks to employees and monitored productivity, performance and task completion.
- Identified needs of customers promptly and efficiently.
- Delegated tasks to multiple employees while maintaining efficient workplace.
- Enforced company policies, answered coworkers' questions and trained new personnel.
- Read and interpreted work order specifications and information to plan, schedule and carry out jobs effectively.
- Observed and monitored utilization of equipment.
- Conducted training in equipment operations and safety procedures, briefing employees of hazards associated with work.
- Ordered equipment parts and repair services during equipment breakdown to avoid further delays.
- Kept records of employees' attendance and working hours for accurate calculation of billable cycle.
- Performed minor equipment repairs to keep jobs on task and notified maintenance department of major machinery failures.
- Created Photo Contest to engage customers in enhancing their photography skills.
- Created Photo Opportunities for customers during special holidays such as Halloween, Christmas, Valentine's, and Easter.
Cashier
HEB Grocery Store
04.2002 - 01.2006
- Accurately ring up customers groceries, with care.
- Bagging groceries without damaging product or cross contamination.
- Directing customers to correct product, or aisle.
- Assisting customers with groceries to their car, and loading up into their vehicle.
- Gathering grocery carts from lot and bringing them to correct location.
- Gathering returns/damages and returning to correct location.
- Engaging with customers to make sure their shopping experience with us was the best.
- Learned roles of other departments to provide coverage and keep store operational.
- Answered product questions with up-to-date knowledge of sales and store promotions.
- Answered customer questions and provided store information.
- Used suggestive selling techniques to promote add-on sales.
- Directed trash removal and sanitation procedures to keep aisles and register area organized.
- Delivered high level of customer service to patrons using active listening and engagement skills.
- Assisted Drug store dept as well. Fronted product, cleaned area, and took any damaged products to correct location.
- Also assisted floral department during some time while manager was on maternity leave, and also during main holidays such as Valentine's Day, Easter, Christmas
- Business center: processed Utility payments, car tags, sold Lottery tickets, handled returns/recalls, and handled customer complaints.
- Bookkeeper: handled all cashier tills, counted and balanced every till. Handled over rides at registers and in business center. Access to store safe, and was in charge of balancing. Loaded ATM when needed, along with lottery tickets. Answered phones and directed to correct department or partner.
Assistant Manager
Afterthoughts
01.2001 - 03.2002
- Delegated daily tasks to team members to optimize group productivity.
- Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
- Collaborated with store manager to develop strategies for achieving sales and profit goals.
- Enforced company policies and procedures to strengthen operational standards across departments.
- Organized schedules, workflows and shift coverage to meet expected business demands.
- Supervised receiving and stockroom activities to identify opportunities with inventory and prevent shrinkage.
- Delegated tasks to team members based upon skill level and to achieve organizational goals.
- Assisted in store opening by setting up office space, computers and cash registers.
- Assisted manager in planning and implementing strategies to attract customers and maximize sales.
Cashier/Team Leader
Card and Party Factory
06.2000 - 01.2001
- Helped stock new product and create new displays
- Took balloon orders and fulfilled them accurately and efficiently.
- Delegated closing/opening duties to all peers.
- Became a shift leader my 2nd month working, was in charge of lunch schedules, handle any customer issues *under manager supervision, counted and balanced drawers during closing shifts.
- Verified that all duties were done, inspected work areas for cleanliness, inspected that all displays were accurately staged for current theme/holiday.
- Helped customers find specific products, answered questions and offered product advice.
- Trained new team members in cash register operation, stock procedures and customer services.
- Processed refunds for worn, damaged and broken merchandise.
- Directed trash removal and sanitation procedures to keep aisles and register area organized.
Education
Associate of Arts - Business Managment
Temple College
Temple, TX05.2005
High School Diploma -
Belton High School
Belton, TX06.2000
Skills
- Prioritization and organization
- Detail-Oriented
- Recordkeeping and Documentation
- Answering and Routing Calls
- Relationship Building
- Customer Service
- Verbal and Written Communication
- Insurance Billing
- Resolving member/caller issues
- Workflow Optimization
- Problem-Solving Skills
Timeline
Pharmacy Services Specialist 1
Baylor Scott & White Health
02.2023 - Current
Pharmacy Technician
HEB Pharmacy
05.2012 - Current
Photo Lab Supervisor
HEB Grocery Store
01.2006 - 05.2012
Cashier
HEB Grocery Store
04.2002 - 01.2006
Assistant Manager
Afterthoughts
01.2001 - 03.2002
Cashier/Team Leader
Card and Party Factory
06.2000 - 01.2001
Associate of Arts - Business Managment
Temple College
High School Diploma -
Belton High School