Vanesha Hammond
511 Barron Street,MS
Summary
Looking to obtain a supervising role and utilize leadership skills to motivate staff to improve efficiency and meet organizational objectives.
Overview
20
20
years of professional experience
Work History
Senior Associate Customer Support
Gainwelltechnologies
08.2022 - Current
- Effectively managed multiple competing priorities while maintaining focus on delivering exceptional results for clients and the organization.
- Trained and supported new team members, maintaining culture of collaboration.
- Improved customer satisfaction by quickly and effectively addressing inquiries and complaints.
- Work with other supervisors and managers as needed to assist in oversight and productivity of the team.
- Boosted overall team morale by creating a positive work environment and encouraging open communication channels among colleagues.
- Approached each problem with fresh mind and analytical strategies to quickly resolve concerns.
- Served as liaison, facilitating communication between management and associates.
- Promptly mediated disputes between associates to promote better collaboration and avoid work disruption.
- Managed customer relations through communication and helpful interactions.
- Appropriately process prior authorizations request.
- Trained and mentored junior staff on customer service strategies and techniques.
- Appropriately document all inquiries received via fax, phone, or email for members or providers.
Pharmacy Support
Change Healthcare
01.2022 - 07.2022
- Answered phone calls in a timely manner
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Assisted with claim rejections.
- Provided assistance with filing PA requests and data input of prior authorization request.
- Ability to navigate MS Medicaid pharmacy resources and policies.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Investigated and resolved customer inquiries and complaints quickly.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
Medication Consultant
Tara Pharmacy
03.2016 - 12.2020
- Visited assigned facilities on a scheduled and routine basis.
- Conducted entrance and exit interviews with Directors of Nursing Services.
- Provided ongoing support to clients post-implementation, ensuring long-term success of implemented solutions.
- Observed medication administration by nurses.
- Documented all concerns for the Unit Manger or staff to take corrective actions.
- Communicated all findings in writing to the Director of Nursing.
- Participated in nurse training as necessary.
- Audited orders for accurate transcriptions to the Medication Administration Records.
- Complied with pharmacy regulations to increase quality of health care and inhibit criminal abuse of drugs.
Nursing Administrator Assistant
Manhattan Nursing & Rehabilitation
09.2014 - 07.2015
- Assisted with daily data entry of physician orders into Ltc.Net
- Coordinated and assisted in over the counter medication ordering for the facility
- Aided in the end of month orders for the Medication Administration Records
- Ensured compliance with federal, state, and local regulations by maintaining up-to-date knowledge of industry standards.
- Monitored and evaluated nursing staff performance, providing feedback and guidance to support standards of care.
- Participated in training and developing new nursing staff
- Performed monthly nursing unit inspections, maintained workload records, and collected quality-assurance data
- Audited orders searching for new orders, accurate transcriptions to the Medication Administration Records, adequate communication with nursing staff, presence and accuracy of supplies and labels in the medication cart
- Performed med pass observations and spot on audit medication rooms, and adequately stocked them
- Handled medication destruction of non-controlled pharmacy medications.
Medication Consultant
Tara Pharmacy
08.2008 - 09.2014
- Visited assigned facilities on a scheduled and routine basis conducting entrance and exit interviews with Directors of Nursing Services
- Observed medication administration by nurses as feasible prioritizing based on information obtained from D.N.S and the pharmacy.
- Documented any concerns and reviewed with the nurse being audited
- Reviewed medication storage areas including medication cards and medication rooms
- Audit Medication Administration Records, medication cards, and Physician's orders
- Documented any concerns and ask the Unit Manger or staff nurse to take corrective action
- Being alert to any negative patterns, weaknesses in policy, procedure, forms, or training and communicating suggestions for improvement to the D.N.S
- Communicated all findings in writing to the D.N.S
- By providing a high level overview verbally and in writing
- Participated in nurse training as necessary
- Performed med pass observations and spot audit med rooms, assure medication carts are neat, in order, and adequately stocked.
- Assured follow-up on pharmacy reports and recommendations with physicians.
- Audited orders searching for new orders, accurate transcriptions to the Medication Administration Records, adequate communication to the vendor pharmacy, presence and accuracy of supply, and labels.
Pharmacy Trainer
CVS Pharmacy
02.2004 - 08.2008
- Prepared students to take the Pharmacy Technician Board
- Responsible for teaching the skills and responsibilities to being a Pharmacy Technician
- Trained and coached new hires on the systems
- Helped health care providers and patients by greeting them in person and by phone; answering questions and requests; referring inquiries to the pharmacist
- Provided information and advice regarding drug interactions, side effects, dosage, and proper medication storage
- Maintained pharmacy inventory by checking pharmaceutical stock to determine inventory level; anticipating needed medications and supplies; placing and expediting orders; verifying receipt; removing outdated drugs
- Maintained a safe and clean pharmacy by complying with procedures, rules, and regulations
- Organized medications for pharmacist to dispense by reading medication orders and prescriptions, preparing labels, and calculating quantities
- Maintained records by recording and filing physicians' orders and prescriptions
- Prepared reports by collecting and summarizing information
- Contributed to team effort by accomplishing related results as needed.
Education
Tougaloo College
Tougaloo, MSHigh School Diploma -
Winona High School
Winona, MS05.1995
Skills
- Microsoft Office (Excel, Word, PowerPoint, Outlook)
- Experience with Medicaid pharmacy claims processing and prior authorization
- Performance monitoring
- Ability to work in a team environment
- Team Leadership
- Schedule Management
- Complaint Management
- Schedule development
- Decision-Making
- Exceptional interpersonal skills to effectively interact with staff and team members
- Knowledge of general office procedures
- Excellent customer service and multi-line telephone skills
- Ability to multitask, communicate, and problem solve
- Training and mentoring
- Strong Problem Solver
- Orientation and Onboarding
- Online training experience
- Employee Interviewing
- Employee Motivation
- Audit reporting
Timeline
Senior Associate Customer Support
Gainwelltechnologies
08.2022 - Current
Pharmacy Support
Change Healthcare
01.2022 - 07.2022
Medication Consultant
Tara Pharmacy
03.2016 - 12.2020
Nursing Administrator Assistant
Manhattan Nursing & Rehabilitation
09.2014 - 07.2015
Medication Consultant
Tara Pharmacy
08.2008 - 09.2014
Pharmacy Trainer
CVS Pharmacy
02.2004 - 08.2008
Tougaloo College
High School Diploma -
Winona High School
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