Victoria Vaden
Crestwood
Work Preference
Summary
Healthcare professional with expertise in pharmacy operations and compliance management. Strong ability to audit patient documentation, resolve escalations, and maintain service excellence through meticulous attention to detail and effective communication.
Overview
8
8
years of professional experience
Work History
SR Heath Care Associate
Mckesson
Louisville
01.2022 - Current
- Hypercare - Manage and resolve diverse, high-priority escalations across all frontend pharmacy programs.
- Patient Consent - Managed and audited patient consent documentation, ensuring 100% compliance with HIPAA regulations regarding authorized family and third-party representation
- Executed reshipments for pharmacy programs by verifying failed delivery details, documenting issues, and updating patient delivery preferences to ensure compliance with pharmaceutical guidelines.
- Oversaw ICMS error queues to ensure timely and accurate shipping data transfers from SMC to ICMS system.
- Ensured accuracy of confirmation requests through systematic audits and prompt follow-up actions. (Following up on requests that we have not received confirmations on)
- Cultivated positive, long-term client and manufacturer relationships by providing timely, effective solutions to inquiries and ensuring service excellence in Distro/AE-PC clarifications.
- Conducted thorough investigations to determine root causes of problems, ensuring accurate documentation and tracking in Master Control.
Customer Service Representative
Mckesson
Louisville
01.2019 - 01.2022
- Answered phones to address customer inquiries and concerns. and Assists Customers with their pharmacy needs.
- Processed customer orders received via phone to ensure timely fulfillment.
- Monitored and addressed assigned call queues to maintain prompt customer service.
- Received calls through designated call queues.
- Aids customers with returns process initiation.
- Answer shipping and delivery questions.
- Executed test claims to secure valid responses for enrolling eligible patients in copay card assistance programs.
Education
Some College (No Degree) -
ATA CAREER COLLEGE
Louisville, KYSkills
- Pharmacy operations compliance
- HIPAA compliance
- pharmacy software
- Error management
- Patient documentation
- Data management techniques
- Statistical analysis
- Effective communication
- Customer service
- Attention to detail
- Adaptability
- Self-motivation and initiative
Timeline
SR Heath Care Associate
Mckesson
01.2022 - Current
Customer Service Representative
Mckesson
01.2019 - 01.2022
Some College (No Degree) -
ATA CAREER COLLEGE