Victoria Vaden
Healthcare professional with expertise in pharmacy operations and compliance. Strong ability to audit patient documentation, resolve escalations, and maintain service excellence through meticulous attention to detail and effective communication.
Work History
SR Heath Care Associate
4 Years 5 Months- 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.
- 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
2 Years 3 MonthsAnswered 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